Technical Consultant and Business Analyst

• Thorough and conscientious; maintained a 99+% on time delivery rating in customer support year on year.• Participated in FAA audits, identifying and eliminating gaps in information security practices.• Conducted implementation and support of engineering and business applications aiding in engineering release / vaulting processes, ensuring data fidelity and information assurance. • Ensured open communication by fostering and maintaining a collaborative environment. • Leveraged the collaborative environment through anticipating program requirements, identifying customer needs, and providing extraordinary customer service. • Developed and delivered trainings, status updates, performance metrics, and standard job instructions utilized by staff to minimize and / or eliminate errors in repeatable tasks.• Authored pertinent material and information on SharePoint as the administrator for the PMD SharePoint site

Information Technology Specialist • Coordinated development projects.• Evaluated and translated complex hardware, software and systems requirements addressing business needs.• Evaluated the impact of changes to existing systems in the user community, ensuring seamless integration.• Prepared specifications, detailing components, programs, functions, and procedures.

Systems Support Engineer• Effectively solved problems, providing direction while working unsupervised and under pressure.• Coordinated, assigned, escalated, and followed-up on customer support requirements, ensuring maximum up-time of customers PDM systems.

Site Service Manager / Technical Lead• Team leader of network and desktop break / fix operations; Goodrich Aerostructures account.• Delegated to a staff of 4 technicians supporting 3,000 users.• Conducted performance evaluations, establishing and enforcing performance requirements.• Managed the logistics of supporting a multi-location customer account (global presence)• Consistently surpassed contracted service level agreements, resulting in increased revenues by billing for additional labor at an hourly rate; level-of-effort.

Pre and post sales technical support in the legal, medical, and cottage industries.