•Manage, maintain and operate RFLAN mesh network consisting of more than 5 million Openway Advance Metering Infrastructure (AMI) meters and 10,000 Cell Relays, utilizing CDMA and GSM backhaul technology to retrieve meter data and ensure customer billing integrity•Business Analyst and Assistant Project Manager within the SmartConnect Operations Center (SOC), working closely and leading a cross functional matrix organization with RSO (Billing), IT, MSO (Meter Services), and CCO (Customer Care), as well as external vendors such as Itron, Landis + Gyr (L+G), Corix, Verizon and AT&T•Experienced with network management, performance monitoring & optimization

•Architect of SAP HCM implementation team performing data gathering, data integrity, testing of scenarios for data uploads into SQL database for SAP prior to go-live•Conducted Business process decompositions for HR, Benefits, Payroll, Recruiting, Irwin University•Test & document user requirements to design automated solutions to streamline business processes•Analyze user requirements and problems to automate or improve existing processes and review computer system capabilities, workflow, and scheduling limitations•Test technical system upgrades to determine feasibility, cost, time required, and compatibility with current system•Created ODBC connection to SQL database for extracting data for reporting and analysis of data•Experienced in starting and stopping services within SQL Management Console•Worked within SQL Management Console in searching for table names and columns to correlate with Graphical User Interface fields for troubleshooting issues with Spectrum Ivantage (HR System)•Work with authorized personnel to assist when business process guidelines are inadequate, significant deviation is proposed, or when unanticipated problems arise•Developed, implemented a streamlined process for the IT Service Desk•Liaison between business and technical team•Research, plan, install, configure, troubleshoot, maintain and upgrade hardware and software •Troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configuration•Work as a team member with other technical staff, such as networking to ensure wired/wireless connectivity and compatibility between systems.•Create ad hoc reports for Leadership Team on a weekly basis for project status of SAP HCM implementation/go-live and system upgrades/status•SME for graphical user interface and backend SQL database for Ivantage System•Assisted in implementing, documenting and supporting in-house timekeeping solution for field operations

•Collaborate with faculty on incorporating specialized software and methods•Instrumental in planning, implementing and managing all aspects of helpdesk policies and procedures •Dedicated to integrity, high work ethics and discretion. Meeting stringent deadlines under pressure and ensuring optimum customer/client satisfaction•Implement and maintain IT Purchasing business process for all hardware, peripheral equipment and software licenses•Administer and support network servers (Windows Server 2000/SQL Server) and services as required •Adept in all levels of customer support and training including ensuring wired/wireless connectivity and related amenities to conference/meeting attendees, client education on systems and applications, and individual end-user assistance on hardware and software challenges.•Gather, develop and maintain network documentation, logs, and files to resolve network problems•Ensure optimum in-house, customer and end-user support for XP/2000/2003, Exchange 2003 i.e., set up and maintain client users’ mail, troubleshoot and maintain wired/wireless network connections

•Provide technical support in activities associated with the identification, prioritization and resolution of reported problems. Activities include recognition, research, isolation, resolution, and follow-up•Follow all SLA requirements and escalate as needed.•Perform general maintenance, troubleshoot, and repair computer systems in a remote help desk environment•Prepare progress reports for work performed