SUMMARY OF QUALIFICATIONS

• An enthusiastic, creative, and passionate trainer that provides detailed, hands-on training which facilitates successful learning and comprehension.
• Exceptional listener and communicator who effectively conveys information verbally and in writing.
• Highly keen observer that can readily identify knowledge gaps, and provide specialized instruction for various learning styles.
• Possessing an in-depth knowledge of a host of network/operating systems, software applications, and hardware.

Professional Experience

Confidential

Systems Quality Analyst

• Participate in all phases of the software development life cycle, including reviewing and providing feedback on requirements, developing test plans, test scenarios, automation, and execution of test scripts.
• Design, develop, and execute test plans and scripts for all components of a product to ensure delivery of quality software product that meet or exceed customer specifications.
• Setup and maintain required hardware for test environments, including Windows pc's, POS terminals, printers, fuel pumps/controllers, pin pads, networking lan/wan connections to credit networks
• Document software issues and assist development team with concise and detailed steps for duplication of the problem.
• Work closely with various teams throughout the development life cycle to ensure clarity of business/functional requirements and effectively deal with issues as they arise.

Confidential

SME Subject Matter Expert Trainer

• Responded to/Resolved escalated technical/non-technical issues from the Tier 1 agents, team leads, peers, project managers, quality assurance team, and various groups/vendors on behalf of IHG's global support.
• Conducted all training on all of IHG's certified software various Microsoft N/OS's, Active Directory, antivirus, backup, proprietary systems, i.e. Holidex, Perform, Opera PMS and hardware to include, but not limited to workstations, servers, lan and wan networking devices printers, modems, and storage devices, switches, hubs, idu's satellite , routers, csu/dsu, etc.
• Developed and presented the instructional materials for new and existing employees.
• Identified knowledge gaps customized individualized training for employees that may require further assistance beyond a classroom/lab environment .
• Composed troubleshooting methodologies, which were uploaded to the intranet to ensure timely problem resolution.
• Learned and taught new technologies proprietary revenue systems Holidex Perform and developed quick reference guides.
• Created testing manuals to ensure successful learning.

Confidential

Senior Technical Analyst

• Responded to/resolved escalated technical hardware, software, and networking issues from the HSS Tier 1 agent/technical support consultant s , peers, project managers, and various groups throughout IHG's Global Technology.
• Facilitated ongoing training to peers and subordinates on all certified IHG software various Microsoft N/OS's, Active Directory, antivirus, backup, proprietary systems, i.e. Holidex, Perform, Opera PMS and hardware to include, but not limited to workstations, servers, lan and wan networking devices printers, modems, and storage devices, switches, hubs, idu's satellite , routers, csu/dsu, etc.
• Established quick reference guides for troubleshooting hardware, software, and networking issues.
• Composed developed all instructional materials on all technical requirements included in the scope of HSS responsibilities.

Confidential

Senior Project Engineer Trainer

• Developed and presented comprehensive hardware, software, and troubleshooting training modules, on every facet of IHG/HSS scope responsibilities.
• Responded to/resolved escalated technical issues from the HSS Tier 1 agent/technical support consultant s , peers, project managers, and various groups throughout IHG's Global Technology.
• Provided training to both ADC ODC/ India personnel on all aspects of support, to ensure transition readiness.

Confidential

Senior Technical Analyst Promotion

• Responded to/resolved escalated technical issues from the HSS Tier 1 agent/technical support consultant s , peers, project managers, and various groups throughout IHG's Global Technology.
• Liaised with various technical departments throughout IHG's Global Technology group to address/resolve any and all issues impacting HSS from problem determination thru to resolution.
• Conducted ongoing training to peers and subordinates on all certified IHG software various Microsoft N/OS's, antivirus, backup, proprietary systems, i.e. Holidex, Perform, Opera PMS and hardware to include, but not limited to workstations, servers, lan and wan networking devices printers, modems, and storage devices, switches, hubs, idu's satellite , routers, csu/dsu, etc.
• Composed instructional troubleshooting manuals to aid in long term learning.

Confidential

Technical Support Consultant/Contractor

• Performed extensive troubleshooting of various Windows and UNIX platforms: Windows 95, 98, NT4, 2000 Professional, Server2000 2003, XP, and SCO Unix.
• Conducted Network Administration in the following: NT4.0 server, 2000 server, 2003/server, SCO Unix and UNIX ware.
• Installed and configured multiple Windows OS's.
• Offered timely support to both the user community and partnered technicians and engineers.
• Provided instruction/troubleshooting of various network standards/ environments: Ethernet, Token Ring, Frame Relay, and VSAT.

Confidential

Lead Network Technician/Program Manager/Trainer

• Performed in-depth troubleshooting of various Compaq hardware i.e., Compaq Deskpro 4000's, Deskpro EN/D, AP 400 Workstations, Armada notebooks, Proliant 800, 2500 servers, Dells and clones.
• Repaired and upgraded laptops/notebooks, desktops, network servers and various printers HP DeskJet, LaserJet series/standalone and networked and troubleshot various network hardware, i.e. hubs, switches, and routers.
• Performed network administration using NT Server 3.51, 4.0,2000, Novell Netware as well as utilizing multiple protocols, i.e. IPS/SPX, TCP/IP, DHCP, etc.
• Installed and configured various applications, network and client/ server software i.e., Win95, 98, NT 4.0 workstation, 2000 Professional/Server, Novell Netware client, Inoculan, Citrix and etc.
• Troubleshot points of failure in Frame Relay/T1, ISDN networks.
• Supervised the help desk/ service calls for branch locations that relate to hardware, software and network related problems, in keeping with the established SLA's service level agreements .
• Provided support to both the user community and conducted training to the partnered technicians and engineers, in areas outside the Louisiana region, specifically Alabama, Florida, and Mississippi in an NT networked environment, while using both the Ethernet and Token Ring Specifications.
• Created training manuals for new and existing employees.

Confidential

Technical Support Technician

• Provided extensive user support in an NT/Solaris network environment, user support 300-350 users for various desktop pc's, laptops, and software, worked Help desk as needed.
• Installed and configured network software implementing DHCP/TCP/IP , application software, printers standalone network , and computers.
• Repaired and upgraded laptops, desktops, servers, cross-connected pcs and printers for a local area network.
• Performed extensive troubleshooting on hardware, application software MS Office 97 suite, Outlook 98, Win 95, NT, Simmsmart, AutoCAD/R12/14, Exceed, Hummingbird etc. , and the network Ethernet standard .

Confidential

Intelligence Analyst

• Possessed and maintained a Top Secret security clearance TS/SSBI with SCI.
• Conducted local investigations on various Army personnel requiring access to sensitive information.
• Extracted and disseminated intelligence data using intelligence specific software.
• Provided hands-on training to subordinates superiors on the setup and use of IBM compatible PC's, laptops, LAN configurations and software.
• Configured Network with Solaris 2.5.1, UNIX as the OS.
• Setup Sun Sparc workstations, while in a tactical environment, for both local and wide area networks.