Managing resolution of technical issues for 100+ clients. Clients are system administrators who provide mission critical services via Blackboard e-Learning applications to students and faculty at a wide variety of learning institutions. Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers and Developers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients. Analyzing technical trends with Blackboard solutions and provide appropriate feedback to Engineering Services and Product Support management.Provide support for EMEA channel partners in regards to technical issues as well as advice for implementations, migrations and updates. Prepare and provide online training to partners as well as be a point of contact for reaching other areas within Blackboard, such as Product Development, Consulting services and Sales.Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products. Provide exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.

Lead new technology implementations, including ERP Microsoft Dynamics application management and new developments – Monitor and lead external consultants. Design and validate new functional requirements, establish projects scope and coordinate technical/functional activities. My team was responsible for WAN/LAN networks and voice communications. Duties also include local developments under .NET platforms and Microsoft SQL Server. I effectively managed a yearly US$250,000 budget.

teaching online courses at bachelors and Graduate level using WebCT (Vista) and LearningSpace. Assigned to Operative Systems and Database Design. I have also developed two short (5 weeks) courses. I have taught on-line the following courses:TS3130 / Fundamentals of Database SystemsTS4813 / Operative SystemsTS3150 / Fundamentals to network systemsTS4803 / Systems & Networks Security Assurance

As a Database Administrator, I oversaw deployment and operations of a large data database repository under AS400 and DB2 UDB for Becoblohm Valencia, Venezuela’s largest wholesaler for hardware products. In addition, I coordinated a team of 4 developers which required detailed analysis and instructions for designing and implementing business applications. DB2 performance optimization was one of most important duties.

Successfully developed and implemented CTI constituents' database and funding tracking system using Microsoft Access*. Redesigned and maintained CTI Web page. Solved current technology issues such as internal office networking and e-mail. Started developing a web-based private network for consultants and constituents.

Created and implemented a project for Hamline Graduate School of Public Administration and Management, developing a database for marketing projects. The project included field research and database design. This database is currently used for graduate programs marketing.

Managed the Information Technology Department for Editorial Notitarde -- a Venezuelan newspaper, developing and implementing new technology projects, including Enterprise Internet Access, electronic document workflow, e-mail migration, and technical support for web page editors. Coordinated a software development team for administrative applications, and two helpdesk teams, 24x7.

Managed WAN and LAN networks, using TCP/IP and IPX as main communication protocols. Installed Operative Systems updates on AIX and Novell NetWare platforms. Built and deployed protocols' integration with Microsoft NT 4.0 and other UNIX environments. Responsible for network security, under AIX platform and Novell NetWare servers. Managed Internet security including Cisco routers configuration and administration. TCP/IP Networking segmentation and maintenance. Basic Oracle administration. Baan IV back-end administration, installation and maintenance. Effectively integrated servers from 18 different remote locations into the RS/6000 HACMP Server.

Installed, consulted, and tuned AIX systems (IBM Unix). TCP/IP configuration and support to customers' database installations. Technical presentations to customers and pre-sales representatives. In-site and remote Technical support. The installed AIX base increased in two years by 100% and customer satisfaction was significantly improved.