*Resolve software issues*Numerous Production changes*Windows Server*Python*C#*Salesforce*JIRA*Java*SQL/SSMS*Linux*HTML*XML*Confluence*Jams

4 Years in the Traffic Safety Division• Support of software and network systems at License Tag facilities within state prisons via RDP and VPN sessions• Software support of Platebuilder (3M license plate creation web based software)• Software support of PAGIS/BOSS (3M license place reader software)• IT asset and inventory management of 3M systems in the U.S. prison system• Timely technical support to Value Added Resellers, end users, and remote employees • Software support of Scannet & EFMS (3M parking software) • Troubleshoot network and software issues for VIMS software• Troubleshoot parking/lane (hardware) equipment and firmware issues• Respond to open incidents ensuring resolution of issues through technical assistance, remote access, or firmware/software updates• Collaboration with SME’s to gather data, enhance product performance, resolve issues or provide fixes in a timely manner• Oversee remote software installations ensuring high quality installation and product performance• Document bugs and issues to development team• Create knowledge articles for the knowledge base and monthly communications• Create and present technical information for the monthly parking technical webinars• Utilize SQL for data research and data manipulation/viewing.• Order hardware / software via 3M’s eProcurement for the VIMS refresh project (XP machines upgrade to Windows 7)6 Years in the Health Information System Division • Technical support of Chartscript.com (web-based), CRS and MDDictate health related software.• Citrix / TS troubleshooting experience• Utilize SQL to resolve data issues• Work with issues pertaining to Active Directory and permission issues• Troubleshoot issues related to imported data from HDM, Meditech and Epic to CRS software

Software installation and maintenance.Accounts receivable and payroll.

• Responsible for resolving software-related issues regarding prescription data for a 5,000+ person pharmaceutical sales force on Cornerstone (a proprietary Sales Force Automation-Oracle based relational database program (RDBMS)).• Complete requests, updates and deletions made by the client to the pharmaceutical software utilizing transaction files in a test environment prior to placing into production. • Manage projects and meet deadlines modifying software at both the server and client level.• Research, organize and create data/statistical report on help desk call volume.• Work with product support team to resolve end-user issues involving software functionality. • Create and complete test plans for software testing.• Assist in quality assurance, development and regression testing of the proprietary software.• Train new helpdesk personnel on data issues/resolutions.• Work exceptionally well in a team-oriented environment.• Strong organization, time management and prioritizing skills utilized.CSS Team Leader – (Tier 1 - Pharmacia Account)• Accountable for backup to help desk technicians regarding Cornerstone software issues and hardware issues.• Attend meetings in place of the Supervisor on issues pertaining to the Help Desk.• Perform in a supervisory role for 10-15 help desk professionals.• Provide technical support to pharmaceutical reps on interfacing of 3rd party software and Cornerstone.• Provide technical support for errors in Cornerstone on the Sharp Zaurus 5800 Personal Digital Assistant (PDA) and Sharp HC 4600.• Provide technical support for communication errors within Lotus CCMobile/CCMail and Lotus Notes.• Provide troubleshooting for IBM, Compaq, DELL and Toshiba Laptops and HP Series Printers.• Assist field representatives with follow-up software and hardware training. • Responsible for logging call ticket information - Vantive call tracking system.• Performed as FADE group leader/facilitator during FADE meetings.