Worked directly with customers as the primary support contact for Fishbowl’s Oracle (Stellent) Universal Content Management software products; received a 4.85 support satisfaction rating out of 5.Wrote code, performed quality assurance testing, and updated technical documentation for new and updated software products.Gained experience with Java, SQL, Idoc Script, Vmware, tape backup, Unix administration, Microsoft Active Directory, AutoCAD, Pro/Intralink and Pro/Engineer, Oracle UCM, Webex, Kofax, and Microsoft Sharepoint.Helped improve processes in a spirit of innovation and efficiency including creating an automated customer satisfaction survey process and updating the quality assurance process to include automated testing with Selenium IDE.

Provided end user support to students and faculty for computer software such as Mac OS X, Windows XP and Vista, Adobe Creative Suite, Macromedia Studio, and Microsoft OfficeUtilized troubleshooting skills to diagnose and correct problems relating to printers, scanners, projectors, hardware failures, and internet connections both wired and wirelessInteracted directly with students and faculty demonstrating patience and excellent communication skills