• Review over Engineers cases and and offer technical advice and troubleshooting methods to increase their knowledge and help with faster case closures.• Work with other Technical Advisors to come up with and create Training Material for all new hires and other experienced Engineers.• Organize reports on open cases vs closed to find areas where team can improve.• Responsible for the interviewing and hiring of all CVG SQL Engineers within the Texas area.• Assist Engineers when Escalation is needed and review over cases before they are handed off to an Escalation Engineer.• Closely monitor the queue of cases coming in and assign out Service Requests and problems out to SQL Engineers and offer guidance on how to solve quickly.• Resolve SQL Server related issues for Premier clients. Offer guidance with Setup/Upgrade, troubleshooting security issues with SQL Server.• Specialize in SQL Performance viewing PerfMon analysis viewing execution plans and offering solutions how to fine tune SQL performance on multiple different servers.• Provide high level of technical support for SQL Engine Performance, High Availability, Disaster Recovery, Mirroring and Replication.• Organize and schedule day to ensure all customers are contacted in a timely fashion. Ensure that SLA’s are always met and provide Action Plans for customers.• Use of SQL Nexus, PSSDiag, WinDBG, DMV’s, and custom queries to find root cause of performance related issues.

• Responsible for escalated software support cases and their completion.• Advise, mentor and coach other team members on customer calls and conform to company standards.• Schedule and implement software installs and upgrades for all software products provided. Install IIS and SQL Server software of all versions to meet customer needs for the multiple products.• Training of new staff members of software products provided by RamQuest.• Ensure that all Ticket Queues have been updated and customers contacted in a timely manner.

Provide support for all pipeline technicians and office staff. Monitor pending tickets and software installs. Provide reports for Support Analysts of all pending incidents ensuring SLA’s have been met.Work with BMC Remedy Developers and other administrators to provide up to date knowledge base and product categorizations, as well as call to ticket ratio reports for managers and directors.Training of new staff with the BMC Remedy software and work as Tier 2 Support for escalated issues.Manage, organize and update all software installs and updates that have been approved.

• Provide 24 X 7 support for all Baylor facilities and HTPN members. • Responsible for assisting all staff members with computer, biomedical and software support.• Organized call management during times of high call volume: weeding out low priority issues with high priority and distributing calls out to personnel.• Working with ticketing system HEAT to route all email and call requests and assign issues to appropriate department.• Review and process all electronic quotes and submit for approval.

• Provided 24 X 7 support for over Abercrombie & Fitch stores, for hardware and software for their point of sale system.• Responsible for training all new Technical Support Specialist and providing ongoing training/coaching of existing personnel in the Support organization• Responsible for updating all Priority 2 and 3 issues daily and ensuring issues are resolved as fast as possible.• Organized call management during times of high call volume: weeding out low priority issues with high priority and distributing calls out to personnel.• Provided phone support for their Cisco IP phones and the older Panasonic Key Systems.• Aided in organizing the Help Desk knowledge base and keeping information up to date.• Assisted with management responsibilities and Priority 1 issues during weekends.

Provided 24 X 7 support for over 500 Point Of Sale (POS) sites, production and operating systems, networks and software applications along with project management of call volume, response time and quality of support efforts Responsible for training all new Technical Support Specialist and provide ongoing training/coaching of existing personnel in the Support organization Responsible for tracking of all UPS shipments including deployed and returned inventory of all POS equipment Performed on-site technical visits to verify and repair system software or hardware failures Performed other administrative or special projects as assigned by Future POS management

Worked as Web Designer for various companies within the Dallas area providing in depth visual appealing graphic art & media.NexTrend TXU WR Starkey Mortgage SureScan Off-Wheels Productions FastSigns Pierre Sports Biowear Clothing