I was responsible for supporting the Fannie Mae Development Manager who was based in Washington D.C. . Using strong communication skills and attention to detail was able to complete projects on time. As the Treasury team is spread across several locations I was able to pool the resources in leading the planning and managing of all phases of the development of projects using SDLC methodologies including: planning, analysis, design, construction, plus the testing of enhancements and defects for… Show more I was responsible for supporting the Fannie Mae Development Manager who was based in Washington D.C. . Using strong communication skills and attention to detail was able to complete projects on time. As the Treasury team is spread across several locations I was able to pool the resources in leading the planning and managing of all phases of the development of projects using SDLC methodologies including: planning, analysis, design, construction, plus the testing of enhancements and defects for a variety of Treasury applications using Microsoft Project. Using Microsoft PowerPoint and Outlook to conduct off-site and on-site meetings in managing the schedules of multiple releases and escalate items as necessary to Fannie Mae and Accenture Management. Was able to work independently with minimal supervision. Show less

Managed 5 Application support analyst in providing day-to-day support for one or more products or applications that are deployed to the production environment. Ensure the availability of an application or product for end users. Provide and Maintain Application Availability. This includes ensuring that the application is active and operating as defined in any Service Level Agreements Working with Tier 1 SADC lead to identify weaknesses in Tier 1 support documents/scripts/processes. This… Show more Managed 5 Application support analyst in providing day-to-day support for one or more products or applications that are deployed to the production environment. Ensure the availability of an application or product for end users. Provide and Maintain Application Availability. This includes ensuring that the application is active and operating as defined in any Service Level Agreements Working with Tier 1 SADC lead to identify weaknesses in Tier 1 support documents/scripts/processes. This includes, but is not limited to, updating the Tier 1 coaching log and Tier 1's scripting tool, AIDU. Provide Outage Resolution Support. This includes investigation of outage cause, impact on user, and resolution Issue Monitoring and Communication-Internal (handles all communication from Tier 1 to Tier 3 and works closely with Functional, Technical and Deployment Teams. Post Deployment check-up- works with Deployment team to check progress of Post once on-site support is completed. This includes tracking open issues; daily/weekly/monthly metrics and participating in follow up sessions as needed as well as any User Group session work assigned. Facilitate additional support sessions when requested by users by forwarding information to functional lead and working with the lead to conduct the session. Root cause/trend analysis- determines if issue is user/system driven and analyzes trending of issues based on post, module, priority and other factors. Customer service resolution and follow ups with client on their issues. Show less

Managed 9 highly trained and experienced technicians in support of the San Antonio Mail Order Pharmacy. Supported the following software Microsoft Office 2007, Windows OS XP, Windows 7 and Vista. Ensured production support for the ROCC, Mail Order, Accounts Receivable, Patient Services and Eligibility departments. Directed employee career and performance management. Primary contact for communication and coordination with local vendors for third party support. Project management for… Show more Managed 9 highly trained and experienced technicians in support of the San Antonio Mail Order Pharmacy. Supported the following software Microsoft Office 2007, Windows OS XP, Windows 7 and Vista. Ensured production support for the ROCC, Mail Order, Accounts Receivable, Patient Services and Eligibility departments. Directed employee career and performance management. Primary contact for communication and coordination with local vendors for third party support. Project management for corporate and local initiatives. Attention to Customer Service using the ITIL philosophy. Performed Network Analysis. Show less

Supervised five associates in production support of Mail Order Pharmacy. Administration of OS/2 LAN Server and Windows/NT networks. Project Leader for four new building expansion projects including the installation of servers, routers, cabling, and Cisco switches. Repaired and installed various personal computers. Installed and configured several different types of software packages. Configured and installed Token Ring and 10/100 Base T Ethernet cabling. Activated new accounts on the Local Area… Show more Supervised five associates in production support of Mail Order Pharmacy. Administration of OS/2 LAN Server and Windows/NT networks. Project Leader for four new building expansion projects including the installation of servers, routers, cabling, and Cisco switches. Repaired and installed various personal computers. Installed and configured several different types of software packages. Configured and installed Token Ring and 10/100 Base T Ethernet cabling. Activated new accounts on the Local Area Network. Site support for over 1000+ users. Generated facility computer reports. Show less

Analyzed, correlated, and prepared multiple source predictive analysis documents on various topics of interest. Managed 10 personnel supporting the Test division. Configured signal collection equipment and repaired laptop and desktop computers. Reviewed and evaluated intelligence documents for briefings to senior managers. Designed a computer procurement system for identifying and purchasing test equipment for Department of Defense system evaluations. Supervised and maintained a database of… Show more Analyzed, correlated, and prepared multiple source predictive analysis documents on various topics of interest. Managed 10 personnel supporting the Test division. Configured signal collection equipment and repaired laptop and desktop computers. Reviewed and evaluated intelligence documents for briefings to senior managers. Designed a computer procurement system for identifying and purchasing test equipment for Department of Defense system evaluations. Supervised and maintained a database of $2.5MM of electronic equipment without a loss. Show less

Managed 25 analysts in the collection of electronic signals. Performed quality control over signal collection effort using indexed databases and technical references to establish origin. Implemented an improved safety program, which resulted in 36 months of accident–free work activity. Maintained storage of all records for site communication security account.