– Elicited requirements, built, and delivered various reports for internal and external clients– Collaborated with subject matter experts– Communicated with and collected requirements from stakeholders– Assisted in project management duties utilizing JIRA– Technologies used: MS SQL queries, MS Excel pivot tables, JIRA

– Managed a small team to review accounting data consistency– Wrote multiple queries to expedite analysis of data consistency– Reported on errors to track defects and improvements– Initiated process improvements within the team– Reviewed product requirements with the other Product Managers to increase product functionality and usability while minimize client impact– Drafted requirements for feature improvements– Collaborated with subject matter experts and draft requirements for feature improvements– Engaged the QA team and development team to ensure defects are identified and corrected– Met with clients to understand client business needs– Technologies used: MS SQL queries, MS Excel pivot tables, JIRA

In addition to the tasks completed as an Enterprise Support Agent– Reviewed client data against reports for consistency– Built customer rapport to and trust– Partnered with the various development team members to provide feedback from customers– Technologies use: basic desktop support tools, GoToAssist, Vonage, Snagit, Microsoft Office 360, some SQL

– Supported customers and troubleshoot issues of the PerfectMind CRM over the phone, via email, and webchat– Configured user profiles and reports– Verified defects against requirements– Submitted detailed cases and bug reports for high reproducibility– Liaised between multiple internal teams and the customers to ensure the best resolution possible– Coached and Assisted various team members across the company– Technologies use: basic desktop support tools, GoToAssist, Vonage, Snagit, Microsoft Office 360, some SQL

– Troubleshoot basic software, network, and hardware issues on site– Educate clients so that they can make an informed decision– Developed a the financial report for an MS SQL based POS and appointment booking software, allowing them to made more informed business decisions– Maintaining client POS system– Managing multiple websites– Technologies used: basic desktop support tools, MS SQL, T-Trans, Store Procedures, Eclipse, FTP, ASP.

– Setup, customized, and managed their servers with monitoring services– Developed a Wordpress theme, integrated it with a forum– Managed and prioritized various development tasks within the company– Technologies used: simple Bash scripts, Amazon Web Services, Ubuntu, StatusCake, MySQL, PHPMyAdmin, PHP, SSH, FTP, WordPress

– Developed and maintained deployment and application test plans for a SaaS and On-Prem Linux-based anomaly detection product– Documented issues according to the test plan allowing proper follow-up– Reviewed logs to expedite defects isolation and identification with coworkers– Maintained internal and external documentation and records for posterity– Deployed the product onto various internal testing, customer demonstrations, and customer production environments– Experimented and tested various tools to improve product reliability– Assisted customers with using the product to increase adoption rates– Communicated with customers to maintain engagement and rapport– Technologies used: various Linux distributions, JIRA, simple Bash scripts, JMeter, PostgreSQL, Chef, Git, Maven, BST, Kafka, Zookeeper, Cassandra, Jenkins, Agile Development (Scrum), and troubleshooting skills

Assisted in various IT projects including:– Monitor installations– Point of Sales and office PC deployments

– Deployed, collected, and trouble-shoot office computers and printers– Deployed and repaired store computers, point of sales equipment, and multimedia devices– Technologies used: basic desktop support tools, and imaging such as Norton Ghost

– Developed a Java component for a web-based ERP software– Wrote several store procedures in Trans-SQL to compose various reports for another web-based ERP software– Researched several open-source search engines and integrated them into several websites– Technologies used: Eclipse, Java, MS SQL, generating Crystal Reports through MS Visual Studio, mySQL, .NET, PHP, MS Windows Server.

– Liaised with wholesale clients, business owners, and maintaining online inventory– Troubleshoot a small network of computers and office equipment– Implemented and managed a new Open Source Point of Sales system, improving their accuracy and reducing their invoicing time by at least 50%;– Customized a new month end sales report and shorten month reporting from at least one week to less than 30 mins– Reviewed and audited customer accounts– Technologies Used: Oracle DB, port filtering, MS Access DB to Oracle, Java, JasperReports with iReport.

– Registering and renewing domain names– Troubleshooting domain name based issues such as Domain name servers, DNS records, and zone files– Troubleshooting specific connectivity issues– Assisting in domain based email, website, and database management– Provided basic customer service support and resolved billing related issues– Contacted and transitioned customers from 3 existing servers to new servers– Technologies Used: basic network based troubleshooting skills, basic Unix scripts

– Toubleshooting internet connectivity and email issues over the phone– Responded to various customer technical issues pertaining to connectivity and basic hardware software difficulties and follow up as appropriate– Escalated situations as necessary– Assessed outages and collected data to escalate to internal systems and supervisors– Trained and supervised peers– Technologies Used: basic desktop and network based troubleshooting skills