Supported Serena Business Mashups and TeamTrack both enterprise level applications. Averaged 150 closed cases a month. Resolved integration issues with Serena and third party applications.QA testing and defect reporting.Wrote knowledgebase articles defect reports. Led Serena upgrade lab which transitioned over 150 clients to the latest software versions Performed upgrades, testing and delivery of results to the clients.

Provided telephone and on-site support for Specialty applications. Resolved complex technical issues ranging from internet connectivity to hardware failures.Trained new sales representatives and clients on Specialty's applications.Tested software interfaces and document defects.Configured computers and installed software for delivery to clients.Traveled to client's sites for hardware and software installations and end user training.

Maintained proprietary Countrywide applications including Edge and AdvantageEdge. Supported and installed Microsoft Office products.Provided remote assistance using PC Anywhere.

2002 to 2003; Technical support for 1000 - user company.Installed and configured new hardware and software for PCs and Macintosh.Supported and installed Microsoft Office application.Performed inventory control of hardware and software.Responsible for 250 Macintosh to PC upgrades and end user training on new computers.

Supported eLabor Enterprise Project and Microsoft Project.Administered a SQL 7/2000 server and IIS 5 web server so client issues would bereproduced and resolved quickly.Documented and tested custom code requirements.Acted as a liaison between customers and product development.Maintained and supported internal time tracking systems.Handled customer inquiries and complaints in a professional manner.Used Remedy problem tracking system to record client issues and defects.

Project management and support service for Texas, Washington and Illinois.Supervised activities of support staff to ensure efficiency and effectiveness.Recruited and trained new support staff.Wrote software documentation for the Federal Election Commission.Developed import standards for Federal Election Commission software.Designed and implemented software training for state and federal ethics agencies.Traveled on site to gather requirements, train customers, resolve software and hardware problems, and install new systems.Documented bugs for all major software releases and tested fixes to verify accuracy.Built executable files for client distributions using Setup Factory.