Incident Handling for IDS systems. Work with linux systems to troubleshoot appliance issues within environment and its communication with hosts within the customer's network. Obtained SANS GCIA certification and also troubleshoot a log manager and vulnerability scanning module. Planning and developing a database system for streamlining incident handling processes, documents and procedures.

Technical support for ERP software, manufacturing industry. Handled all aspects of ERP including entry level Accounting work, PO, SO, Inventory, Shipping, etc. Worked with Pervasive databases and proprietary programming languages. Extensive use of Crystal Reports and spreadsheet analysis. Full installations with high-priority clients.

Managed integration setup and maintenance for various clients. Integration was between web application software and various dealership systems such as DBMS. Data mining and troubleshooting to accomodate for data discrepencies with Oracle Toad and various SQL queries. Training and technical support. French troubleshooting and training.

Temporary technical support role that grew into a Product Support Lead position for a new commercial GPS product, the TND 500. Supported 4 products including MileMaker, Intelliroute, the TND 500 and the TND 700 GPS systems. Worked with developers as liason between development and support, handled critical and high profile calls with Fortune 500 customers.Created database system for customer service management. Included user accounts, call entry, call viewing, metrics, reports, dashboards, SQL queries and real-time data. Managed a team of 10-15 support representatives. Created weekly metric reports for both development and upper management. Trained new employees. Facilitated calls between Tier 1 and Tier 2 support. Lowered call drop rate to under 1% and Tier 2 escalation rate to 10%. Initial incoming call rate between 400-900/wk to tier 1 support.

Transcribed video footage of marketing interviews. Transcribed about 3-4 hours of footage daily. Also did some spreadsheet analysis.

Almost all office duties while agent was marketing for prospects. Payments, Collections, Telemarketing, Quotes, Claims, Application Processing, MVR reports, Billing, Filing, Faxing Declaration Pages, Marketing, Direct Contact with Customers, Office Duties.

Tutored Italian 101/102, French 101-202, Meteorology. Tutored up to 15 students a week. Some students raised grades as much as two full letter grades.

Chose choir music for weekly sermons. Organist, choir director, musical director. Choir grew in size 400%. Funerals, Weddings, substitute organist for other churches in the area. Ran all choir rehearsals and musicals alone.