PROFILE

• Educated and seasoned, amiable IT expert, skilled at quickly mastering new technology and complex proprietary software platforms with an established history of proven customer, employer and coworker satisfaction on multiple levels.
• Authored and co - authored several technical manuals designed to make use of software easier for customers, employees and clients.
• Highly skilled and competent with both IT hardware and IT software, and comfortable in service/call center environments, training/project management, site monitoring and testing fields.
• Well versed in remote desktop work with a fully functioning remote office and a proven record of responsible top quality work.

SKILLS SUMMARY

• Technical Support/Help Desk
• Software Testing
• Project Management
• PC/MAC Expert Proficiency level- Multiple platforms
• Website monitoring 1st responder
• System Administration
• Customer Service
• Software/Hardware configuration
• Quick Response team experience
• Virtual/standard server Environments
• IOS iPad and iPhone connectivity and troubleshooting
• Upgrades/updates
• Staff/Customer Education
• Technical writing
• Share point experience
• Active Directory
• Site testing and more
• Android and IOS software installations

PROGRAMMING LANGUAGES:

Dreamweaver MX, 8, CS3, CS4; Flash MX, 8, CS3, CS4, Fireworks MX, 8, CS3, CS4; Director, Photoshop; Image Ready; Camtasia; PSP; WAMP server; Apache server; PhpMyAdmin; PhpMySQL; MSSQL, Visual Basic 2005, 2008, Adobe reader 6, 7, 8, 9; Adobe Acrobat 6, 7, 8, 9; HTML, Dynamic HTML, XML, Java, JavaScript, Visual Basic, Agile, Scrum, ASP.net, Actionscript, Director, CSS, Project 2007, SQL Server 2012, Visual Studio, 2005, 2008, 2012, OOP design programs, Windows 7 Configuration, Red Hat and Ubuntu Linux, BMC Control M automation, US copyright and IP laws’ Unix and VirtualBox, Network Security, Networking, Computer Forensics.

RELATIVE SKILLS:

Debugging and testing experience in Java, JavaScript, Visual Basic, HTML, and XML, plus proprietary platforms and Website debugging, plus a variety of diagnostic software packages, IT Helpdesk, IT software and hardware support level 2, Cisco Phone Systems, Active Directory, Group policy, user permissions, new user setup, Beta Testing, live site testing, smoke testing, validation testing, shakedown testing, UAT Analyst, Daily website monitoring and usability testing, Commvault automated backup setup configuration and monitoring, Cisco VPN and other secure tunnel connections.

SOFTWARE EXPERIENCE AND REMOTE DESKTOP PACKAGES:

Windows 3.1, 3.11, 95, 98, ME, XP, Vista, 7, 8, 10, MAC OS 10.x multiple platforms, Yosemite, and El Capitan, and older versions for testing purposes, iPad iPhone configuration testing and troubleshooting, Microsoft Office XP, 95, 2005, 2007, 2010, 2016; all facets of the suite, Microsoft Outlook, Microsoft Exchange, Active Directory, Group policies and configuration, Office 365, Outlook Express, Microsoft Webmail, Cisco Phone system setup software, WebEx, Goto meeting, Breeze, Citrix, GoToMyPC, LogMeIn, NetViewer, Virtual Desktop, Sharepoint, TrackIt, VMWare Parallels, Commvault Automated backup desktop control, Database maintenance, Retek information systems, Site Control, Windows Server 8; Oracle, Jira, Wiki, Adobe analytics, BMC Control M automation, Google docs. Knowledge and training in Service Now, Autobot, Gandalf, Toolbox, and many other proprietary software programs, 7+ years remote experience. Older OS including TELEX, DOS multiple versions.

RELEVANT EXPERIENCE:

Confidential

Site Monitor

• Monitor website activity, respond to SKU alerts quickly and decisively, average response time under 2 minutes. Response time has saved the company millions over the last 2 years
• Monitor and resolve Ebay Sku alerts removing products from site quickly and decisively to assure a low to no backorder result.
• Log the issues encountered during testing and call in teams to resolve issues, coordinate progress and updates through to other teams as needed.
• Perform Deal Of The Day validation testing at pre and post rolling to assure all content is accurate and easily accessible for best possible customer experience on Confidential coordinate efforts to correct issues as they arise.
• Smoke test weekly digital and multiple umbrella ads and events, reporting issues for resolution by responsible. Coordinate efforts to get high visibility issues resolved.
• Work with engineers, managers, Project Managers, specialists, planners and directors as needed coordinate and communicate efforts to get issues resolved as quickly as possible.
• Verify that the home landing page is fully operational and coordinate teams to resolve if any issues are detected.
• Perform any other tasks as needed by teams to assure proper, successful operation of a multimillion dollar, multifaceted structure.
• Contribute to a 100% up time on Confidential website, tablet/small view and mobile websites, working with Android, Apple IOS, iPhone, and windows metro mobile usability and configuration.

Technical Lead/Trainer

• Troubleshoot setups and resolve issues
• Lead teams in various operations as needed
• Disciplined to Independent work, based from home office and responsibilities included.
• Training of Staff and clientele on software and hardware use
• Setup and configured laptops and tablets both Windows and IOS systems with multiple software platforms. Troubleshoot as necessary.

Owner/Contractor

• Manage all aspects of day-to-day operations
• Scheduling.
• Disciplined to self employment/contractor needs and responsibilities.
• Training of Staff and clientele on software and hardware use
• Configured and implemented multiple software platforms on various operating systems.

Confidential

Project Leader

• Supervise installation crews for the Ambulatory Desktop Standardization Project.
• Assisted networking and other projects as needed to facilitate timely completion with a high degree of accuracy and customer satisfaction.
• Configured software packages for deployment
• Acted as a resource for the ADS Project to assist in coordination and promote timely completion.
• Worked with Project Managers/Senior Project Coordinators to come up with solutions to deployment issues.
• Worked in multiple areas and markets

Confidential

System administration/Help Desk/Call center

• Assist department in maintaining structure and validity of server and user equipment and software:
• Oversaw new Commvault backup system, assuring proper configuration and operation fine tuning where needed. Monitored its operation.
• Install new workstations and assisted operators in use and issues, set active directory permissions for both individuals as well as set up group permissions.
• Work with other department members to come up with solutions to complex issues.
• Assist with critical issues concerning the server system.
• Worked directly on staff computers via remote desktop software.
• Worked remotely as needed to maintain continuous 24/7 operation on call and in office.
• Travel to satellite offices to work directly on units, install troubleshoot and perform upgrades.

Technical Support/Technical writing/Software Testing

• Provided customer service and technical support to various doctors and medical societies:
• Oversaw Technical Support Department, assuring issue resolution and smooth operation.
• Learned and mastered multiple software platforms and instructed customers on use.
• Manned helpdesk functions providing a high level of customer satisfaction.
• Tested new beta software platforms noting issues and worked with development team to correct bugs and issues.
• Configured operation systems as needed to achieve desired results.
• Worked with active directory as needed to set users permissions upgrade and downgrade access, and general group policy.
• Co-authored several technical manuals to assist clients in software use.
• Conducted various classes on customer service techniques, proper chain of command usage, phone etiquette.
• Worked directly on customer’s computers via goto meeting as well as trained them in product usage.

Technical Support/Software testing

Responsibilities:

• Provided technical support and customer service to schools and teachers in creation of yearbooks and more.
• Mastered Walters Publishing’s proprietary “EZBook” software platform, then taught its use to customers.
• Manned helpdesk functions providing a high level of customer satisfaction.
• Created, configured, and over saw testing platform to test and debug new software, mainly concentrated on the IOS operation system.
• Worked with developers to come up with solutions to program issues and limitations.
• Rebuild corrupt customer files and return to customer.
• Worked directly on customers’ computers via webex meeting.