• Created exceptional customer relationships while working with several nonprofit organizations and schools, using Crystal Reports and SQL to design, modify, and/or assist with writing program code for Blackbaud software custom reports for existing database centered reporting templates. This enabled these companies to organize and analyze information from their databases of clients, customers, and/or constituents.

• Responded to inbound calls and emails pertaining to issues with server / workstation connectivity, installations, and updates on servers or workstations of various Blackbaud software • Configured SQL MSDE, Express, 2000, and 2005 servers as well as ODBC clients and Windows NTFS permissions• Advised clients on best practice installation and maintenance procedures for SQL and ASA database servers• Assisted on issues with Macintosh platform web hosting with Citrix presentation software as well as Gift Maker Pro.

• Connected network printers and office peripheral systems through IP mapping utilizing both Windows and Macintosh networks• Tested and implemented new software on Windows and Macintosh platforms• Provided end-user hardware and/or software support and training, managed incoming phone calls and e-mails from designers, and art production, and prioritized office and administrative tasks as they developed• Set up Windows XP Professional on an Intel based Macintosh through Parallels Desktop for Mac, as well as Apple Boot camp software partition• Set up new systems when necessary and established new users on existing systems• Established security permissions for user and administrator groups on each new computer and / or new user through Active Directory, XP professional and server 2003

• Troubleshot and repaired hardware and software issues and upgraded hardware and software on Apple computers and iPods for customers• Performed brief consultations with Apple Store customers who had questions pertaining to performance of their own Apple products or ones that they would potentially own.

• Provided Tier 2 technical support to cable modem internet users. • Determined trends to resolve outages by working directly with the Technical Operations Center and Network Operations Center to resolve outage issues.

• Provided technical support to cable modem internet users. Assisted with customer account issues and technical difficulties and issues dealing with the multiple Operating systems and platforms within Microsoft Windows and Mac OS.• Participated in several work-oriented committees.
 • Mentored several new hire training classes.
 • Constructed a Mac OS and Mac based software training program as well as Instructed Basic Macintosh troubleshooting classes, and performed one-on-one Macintosh training for numerous peers. 
• Cross-trained Reps from other departments to perform job functions, (PC and Macintosh software and connectivity troubleshooting), for my department.