SUMMARY:

• Well - rounded computer software developer with a strong knowledge of net-centric programming languages, Microsoft operating systems, networking, and component level repairs.
• Over ten years of web and software development experience, with strong time and project management skills.
• Excellent team and interpersonal relationship skills, with a strong focus on problem solving and exceeding customer expectations.
• Over seventeen years of various levels of PC, network, and component level troubleshooting.
• Networking experience in aspects from design, cabling, hardware and software selection and implementation.
• Management experience ranging from retail store environment, call center training development, and programming development teams working from home and office environments.

SKILLS:

• Adobe Photoshop
• GIMP
• MS Office Suite
• Visual Studio 2003-2008
• CSS
• HTML/XHTML
• JavaScript
• PHP
• SQL
• XML/XSL
• C++
• C#
• Pascal
• Clipper
• AutoIT
• .NET
• MySQL
• PostgreSQL
• MS SQL
• SQLite
• Linux/UNIX
• Windows OS
• Apache

EXPERIENCE:

Confidential, Cross Lanes, WV

Operations Lead/Knowledge Manager

Responsibilities:

• Performing technical support for both hardware and software issues in a call center environment for over 300 applications.
• General use of the ServiceNow ticketing system, creating and maintaining reports built for specific metrics and details within the ticketing system, and upkeep of reports that are emailed out to specific users for beta and pilot programs.
• ServiceNow integration in C# developed applications for automated report processing. Allowed the pulling of multiple reports for multiple tables to combine related data into a single report.
• Working in a team environment for developing multiple scripts to automate various repair and setup processes using AutoIT and C#.NET.
• Working in a team environment for developing assistant programs in C# to assist in notes and contact information for Peregrine and ServiceNow used by agents in the call center. Application utilized a dynamic and custom xml storage system to load forms for various templates. Allowed for sending emails utilizing Outlook Templates with user entered data and storing notes in a treeview style interactive module similar to the Flash Notes application.
• Development of an Outlook Add-in to display links defined dynamically via a configurable XML file. Ability to add, remove, and alter links in multiple groups for the Ribbon add-in. Configuration allowed setting the text, description on hover, link, and icon size for up to nine links in up to 3 groups.
• Development of C# libraries utilized in multiple applications for Database interaction, custom form controls, active directory integration, and crash dump file creation for extended troubleshooting.
• Performed additional duties such as Ticket Reviews, escalated calls, floor walking, executive escalations, and working with various teams at higher levels for Beta and Pilot programs. Pilot and Beta program work involved special troubleshooting for issues occurring with pilot members, maintaining accurate knowledge articles in ServiceNow to support the tools, and reporting calls based on the pilot for specific issues that are in direct and indirect relation to the use of the new tools.
• Knowledge Management work performed for maintaining current knowledge articles, adding and updating articles with information provided from the respective support groups, and writing new articles to help support various tools that the Corporate and Field help desks use.

Confidential, Bowling Green, KY

Responsibilities:

• Performing technical support and billing assistance in a call center environment in a work from home position for Confidential customers. General Confidential work.
• General use of RIO and OMS account systems.
• Assisting team members in chat environments with technical calls.

Confidential, Louisville, KY

Tier II Technician

Responsibilities:

• Worked in a Call Center environment to assist customers with internet access.
• Used ICOMS, Incognito, CMTS (Cable Modem Troubleshooting Systems), Remedy Tickets, Telnet, and Microsoft Office on a daily basis as part of my routine duties.
• Maintained a Combined Data Sheet in Excel for Tier II of updated UBR access information. Also contained common support help documents and links.
• Assisted in designing a new Training program for Tier II technicians once they completed classroom training. Consisted of methods for hands-on training with ICOMS, CMTS, Telnet UBR troubleshooting, and training documents.
• Designed a Training Tracker for trainers to use for daily evaluations of trainees and their progress. Included call monitor reports, daily synopsis of training sessions, supervisor information, and weekly schedules.
• Troubleshoot various email and internet access issues for customers as they called in. Included extensive PC troubleshooting above the standard level, software troubleshooting, router, and cable modem troubleshooting.
• Lead an investigation into severe Duplicate IP occurrences for customers on Confidential connections.
• Work involved working with a NOC Tier III Technician directly during occurrences.
• Used telnet access to Confidential to gather information and assist NOC in troubleshooting the issues.
• Also gathered information from customer’s PCs, modems, and routers.
• Problem was traced down to an issue with the Confidential Relay Agent in Arris Cadent Confidential .
• Using telnet for troubleshooting, I researched and reported and assisted in diagnosing multiple Confidential, Incognito, and ARP cache issues with the NOC. Confidential issues involving use of .0 and .255 IP assigns to customers, Multiple Confidential leases for same IP, Multiple ARP entries for various MAC addresses to same IP, and inconsistencies with Modem Configuration files from Incognito.

Confidential, Corydon, IN

VP Operations/Contract Management

Responsibilities:

• Responsible for designing and building computers for contract and customers.
• Managed a team of employees ranging from 1 to 10 during my term.
• Responsible for all store related operations such as parts ordering, book keeping, payroll, contract management, and monitoring of network.
• Negotiated contracts for network administration, cable installations, network upgrades and repairs, and other various work.
• Used command line access on Redhat Linux servers to monitor Confidential, DNS, Web server, and Dial-in access logs for network security and issues.

Confidential, Jeffersonville, IN

PHP/SQL Web Development

Responsibilities:

• Analyzed and optimized custom and premade Confidential back end software.
• Designed custom modules for various Confidential back ends per requirements.
• Performed security upgrades as needed to protect against injections and abuse.
• Performed various SQL optimizations on the Database as needed for access.

Confidential, Jeffersonville, IN

Responsibilities:

• Use of Microsoft Visual Studio .NET 2003 for development and debugging.
• Used various custom designed packet monitoring tools for client software.
• Project development in packet handling for client and server communication.
• Assisted in managing a team of 5 people and base server project using Subversion Numbering and Concurrent Versioning Software for SCM (Source Control Management).
• Performed code optimization and new program features as needed.
• Worked in a multiple platform consistency for Windows and Linux releases.
• Initial design for internal script base and libraries for using POL.
• Designed and implemented semi-automated configuration and monitor tools for the server package.