• Act as primary contact for all users on system issues or problems.• Troubleshoot, identify and track software and hardware issues to ensure resolution and keep systems operational.• Develop recommendations and coordinate issue resolution with Information Technology (IT) and outside service providers based on business unit priorities.• Analyze current processes, tools, system or database and make recommendations for development, improvement or simplification.• Act as a subject matter expert in cross functional teams to provide recommendations on new initiatives or projects.• Participate with IT developers in testing for system fixes, new releases and enhancements, changes and implementations, in order to ensure functionality and user acceptance.• Maintain systems configurations, documentation and procedures, such as user setups in systems and devices. • Create ad-hoc reports or data queries to support the business unit.

Contract role with True BlueResponsible for remote installs of Windows 7 for branch computers.Configured shared folders, network printers, and proprietary software using Power Shell scripts and batch files.Configured branch networks including setting up static IP addresses, default gateways and DNS servers.Updated trouble tickets and spreadsheets as needed to show progress/results.

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration• Support for customers, partners, and internal employees and their use of Daptiv SaaS solutions.• Answer telephone, email or web-based inquiries from customers regarding company products• Report software issues and provide in-depth analysis to Product Development • Assist Consultants with implementations and project work• Collaborate with Customer Success team to ensure customer satisfaction

• Participate in the deployment of computer systems for enterprise clients. Duties include set-up and configuration of computer hardware and software. • Lead a team of technicians in migrating computers from Windows XP to Windows 7, both on-site and remotely.• Respond to customer requests after deployment using ticket tracking software.• Resolve deployment issues in a timely manner.

Participated in active monitoring and alert response in support of Disney and Disney-affiliated on-line properties. Responsibilities also included systems troubleshooting, system administration, database administration, software implementation, and procedural documentation.Apple OSX and Microsoft Windows application supportService requests, operational and proactive maintenance, training, reporting and issue correlation Implementing, administering, and supporting production web servers, back-end support systems, and databases on multiple operating systems in a production data center environment, including production Internet-based web applications.

• Resolved escalations from the tier 1 Support Team• System administration tasks within Active Directory, LDAP, SharePoint, and Exchange• Troubleshooting and resolving escalations related to Office applications, Exchange email, Blackberry and VPN• Provided support for SharePoint, Accounts, Permissions and Printing• Supported operating systems include Windows Vista/7, Macintosh OS 10.6, and Red Hat Linux• Assisted in packaging software with SMS and SCCM• Performed Exchange tasks using PowerShell

Responsibilities included monitoring network traffic, implementing backup and restore procedures, configuring and installing servers in a data center, and exchange administration.* Led Exchange upgrade project (2003 – 2010)* Created backup and restore policy using Backup Exec 2010* Installed and configured Barracuda Mail Archiver* Installed and configured Domain Controllers.* Monitored network status using OmniCenter* Active Directory Administration

Moved to Application Support Engineer due to departmental needs. Responsibilities were to provide support to QL2's customers, and when necessary architect, design and implement customized solutions through WebQL and QL2's hosted platform. Supported applications throughout their evolution driven by the dynamic nature of the data sources. Evaluated issues reported by customers through QL2's support system.Implemented solutions to issues and communicated resolution to clients in timely manner. Collaborated with sales account executives in pre and post-sale environments.Developed scripts for clients to extract information from competitor web pages or informational data depending on their market and needs.Integrated VB scripts into QL2 solutions using Microsoft Visual Studio.Developed scripts, sometimes hundreds of lines long, using WebQL. WebQL is a proprietary language, but is based on SQL, and shares all of the syntax and structure. Used Regular Expression to locate and pull information from web pages.

Selected to work as a liaison between customers, sales executives and developers in determining application design specifications, pricing and proposals.Prepared and delivered technical presentations to clients, developers and senior executives.Demonstrated extensive, technical knowledge of products and services. Collaborated with sales teams to understand customer requirements, promote products and services and generate new business.Responded, developed and presented requests for proposals to meet specific customer requirements. Provided technical and non-technical support, services and training to clients and staff regarding the use, operation and maintenance of software/applications.

Initially recruited as a Support Engineer to manage requests for support and software enhancements by NewHaven customers. Demonstrated project management skills, leadership and outstanding job performance resulted in promotion; Built strong business relationships with clients, noted for excellent communication skills. Evaluated clients' needs and skillfully determined complexity of problem.Managed and prioritized workflow, utilized all available resources.Performed trouble shooting, problem analysis and problem isolation in technical and application areas.Directed and collaborated with team of six employees.Implemented and maintained Microsoft SQL Server database and an IIS based intranet for ticket tracking software.Used Crystal Reports to create custom reports and to troubleshoot and edit existing ones.Optimized training success by developing and implementing internal program.Implementation Project CoordinatorManaged software implementation, enhancements and problems from inception to closure.Created project plan for each implementation and managed all resources to keep to timeline.Trained customers on NewHaven Software's products and services.

Contracted by Starbucks Corporation to identify and analyze client's information systems, hardware and software problems. Provided efficient and holistic solutions to global Starbucks' offices and roasting plants. Supported many different platforms including Apple OS X, Windows CE, Windows Mobile and Palm OSDemonstrated efficient trouble shooting and problem analysis for hardware, software and information systems.Fostered customer relationships, communication skills frequently recognized.Supported Starbucks employees' mobile platforms over the phone and hands on.Closed problems through consistent and thorough follow -up. Identified and tracked trends in continuing hardware, software and information systems' problems.

Selected to process complex system orders for firm supplying computer systems, networks and service to state governments. Consistently exceeded expectations resulting in promotion to Network Administrator.Provided support for Microsoft Windows, Microsoft Office, hardware and network problems.Managed internal network using AD with group policy.Configured and maintained DNS, WINS, and DHCP servers.Built and maintained servers, including RAID drives.Left voluntarily to stay home and take care of my son