Confidential

Implementation Manager

Quality Assurance Manager. Help implement QA process. Create use case and test plans. Created and lead a team of QA analysts located overseas. Regression testing for both iPad app and web app software. Assist in support as level 2. Coordinate with development and project team to ensure projects meet objective timeline and ensure customer satisfaction. Create customer rapport to enable confidence in solutions finding, professional services, and project completion. Document and assist in the creation of a matrix for current mobile iPad application and proprietary software. Document instructional how-to videos for customers. Support sales team by creating in-house products via proprietary software for demonstration. Continue training of venders and employees on use of proprietary software. Provide software support engineering for customers and business analysts to overcome obstacles or achieve project mission. Build and deploy software patches enable test or production value . Coordinate with customers for installation of product on their system. Migration of software from legacy to current.

Confidential

Support Lead

Front line of support for incoming calls and e-mails. Helped implement and manage support ticket system. Training venders and employees. Technical writing. Website documentation. Proprietary software form development and creation with functions created via javascript. iPad and web app software testing. Quality Assurance test cases and testing. Lead a team of two others located overseas for form creation and quality assurance. Perform software updates for clients.

Confidential

Hardware Technician II

Trouble shooting and deploying laptop, desktops, key fobs, and computer apparatus docks, monitors, keyboards, etc. . Perform level 1 and 2 troubleshooting and cross department trouble shooting via phone, walk-ins, and trouble ticket system. Upgrading of personnel pc equipment. Deployment of imaging software Altiris through company network domain for quick updates, installs, fixes/patches via scripting or script creation. QA procedures for software installs and laptop/tower deployments. Testing of new hardware prior to distribution among corporation. Track Inventory to assign to appropriate personnel, disposal, renaming, event viewing, specs, and security distribution. Active Directory assignment per laptop based on position and security. Assignment of RSA security key fobs for VPN log in ability. Dispatch on site technicians for inventory under warranty that require replacement.

Confidential

Software Technician I/II

In charge of taking in calls: Screening, diagnosing/fixing customer problems, and escalating to appropriate personnel if need be. Maintaining customer relationship to insure confidence. Install software and services on client PC's and servers. Implementing MYSQL and SQL SERVER Databases on to servers. Training customers on use of software and biometric hardware and software systems. Use Proprietary CRM Customer Relationship Management Software to ticket, help delegate, and finish tasks. Generate system updates via integrated Delphi programs. Participate in Trade shows transporting supplies, assembly of booth, manning booth, assembly of mini WAN/LAN network and disassembly of booth . Scheduling appointments with clients for training, updates, dial in installation, and software installation. Webmaster of internal wiki site for documentation, how to's, and FAQs.

Confidential

Quality Assurance Tester Web apps

Assist QA Manager with manual testing of projects DNN sites, php forums, video and flash applications , procedures, and tasks. Conducted monthly web analytics and reporting for clients. Train employees on procedural requirements.

Confidential

Quality Assurance Manager

Research and develop internal procedures for quality assurance department. Lead a team of three. Training of QA members on standards and requirements gathering. Training of new employees of internal procedures. Create universal test cases for streamline testing in a fast pace environment. Create and execute Out of the box testing scenarios. On the fly problem solving with live scenarios.

Confidential

Content Manager

In charge of organization and execution of content migration or placement on development and live sites. Creation of content on live sites per customer requests. Create custom instructional guides for maintaining client sites. Training of employees and clients on site for use of DotNetNuke FCK editor and Rad editor's Content Management System. Convert audio files to different formats and font types between PC and Mac. Data entry on live sites, applications, Quickbase Project Management Software , and mySql data bases.

Confidential

Desktop technician

In charge of assembly and setting up new workstations. Installation of software on new workstations. Setting up network and printer connections. Troubleshooting/Diagnosing hardware and software failure.

Confidential

Self employed

Documentation/Instructional guides for website administration use. Desktop/Network/PC support for consumers and small businesses. Data recovery, data security, troubleshooting, software upgrades, virus protection.

Confidential

Lead Technician

Lead 10-person team in disassembling and relocation of a multi-million dollar network including 300 PCs, 17 servers, and 9 HP switches .

Reassemble network/checked for system failures, completing task in record time.

Software/OS:

Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows Server 2003, VMware, Mac Leopard, GIMP, Adobe Photoshop, RDP, VPN, VNC, Citrix GotoAssist Express, GotoMyPC, GotoMeeting , SonicWall VPN, Cisco VPN, PCAnywhere, Microsoft Office Access, PowerPoint, Word, Outlook, Excel , Corel Word Perfect Works, Quattro Pro , MS DOS, Unix, Dot net nuke DNN , Open office, Safari, FireFox 1.5-3.5, IE 6,7,8 , Google Chrome.