SUMMARY OF QUALIFICATIONS

PERSONAL

ATTRIBUTES

Comprehensive knowledge and understanding of business software design and installation honed through extensive 20-year experience in system and network management and engineering, hardware evaluation, project management, systems and network security, incident analysis, and recovery. Results-driven, goal-oriented professional with strong networking skills and CAD management expertise. Highly capable of facilitating the selection and implementation of network, communication, and systems infrastructure to match the company’s global needs.

CUSTOMER SERVICE Ensure that all data customer service orders are completed in a timely manner and within budget, effectively prioritizing and executing tasks in a high-pressure situation to guarantee total customer satisfaction.

PROBLEM

RESOLUTION

Consummate problem solver, able to think and react quickly to crisis situations. Proficient in conducting research on network-related issues and implementing concepts to isolate and rectify network-related problems with ease.

COMMUNICATION Excellent leadership and motivational skills, complemented with communication skills to develop exceptional rapport with employees, peers, and other individuals at all levels. TECHNICAL SKILLS Experienced at various programming systems, such as C,C#, VBA, Java, shell scripting and other application programming languages, such as User commands, pen tables, and batch files

PROFESSIONAL EXPERIENCE

UNITED SECURITY ALLIANCE INC. Tampa, FL

Customer Service Technician 2011 Present

Build, setup and configure video servers, routers, switches, IP cameras for deployment by technicians

Configured analytics to minimize false alarms from shadows, wind and rain.

Help field support with TCP/IP issues to establish remote connectivity of cameras and servers over the Internet.

Wrote Excel VBA macros to save many hours in the creation of reports needed to monitor cost of alarms, and help technicians remotely complete and submit job receipts.

Remotely troubleshoot and resolved problems with DVRs, NVRs, servers, switches, routers, cameras, computers, UPS, wiring and wireless APs

Configured many types of switches and routers

Installed and maintained SQL Express servers

Write clear, concise documentation that is emailed to customers, negating the need for me to personally train and explain the routine use of equipment

Use Spiceworks to manage helpdesk tickets and assign tasks to field technicians

Sales Logix Administrator and support. Wrote scope of work, worked with contractor, tested, debugged and released modifications to CRM software

LOOP, LLC Clearwater, FL

Installations Representative 2009 2011

Consistently delivered exemplary service in answering all customer inquiries and issues encountered

Accomplished any scheduled installation calls and web meetings

Oversaw the timely installation of integration software through close interaction with companies that have outstanding integration issues

Administered correspondence to clients and provided updates on queries and services

Managed and maintained records of each account status while strictly monitoring meeting schedules AXIOM Clearwater, FL

Product Manager 2006 2009

Closely worked with customers to determine different features to add and bugs to fix

Developed plans and compiled new code for programmers; directly supervised code testing to ensure efficiency

Encoded results in Bugzilla, a change tracking database, and used SVN in keeping the versions documented

Reviewed and evaluated new features and documents for use by marketing

Provided exemplary training to marketing personnel regarding products and services offered

Accurately answered technical questions from sales and assisted support staff with any unresolved issues

Assigned tasks to night shift programmers as well as to offshore programmers

Performed regular visits to customers’ and potential customers’ sites for demonstration and training on the benefits and proper use of software

Facilitated various lectures at large user group meetings and authored articles for company newsletter

Innovatively designed and created product from scratch 2 P a g e

Senior Customer Trainer 2005 2006

Engaged in providing definite number of online training hours with each software purchase

Maximized training hours in providing informative data to customers, ensuring customer satisfaction and repeat business

Employed best management practices in directing and offering services to drive business operations

Authored various articles on the benefits of training and communicated with clients through e-mail and phone calls regarding available free training

Utilized MicroSoft Live meeting to deliver numerous hours of online training

Executed all developed processes of including paper training and training materials coupons in the software package

Rendered efficient service, which resulted in obtaining promotion to a higher post HUITT-ZOLLARS, INC. Dallas, TX

Computer System Administrator 1992 2005

Directly reported to the Vice President of Computer Management and worked with a team handling 12 offices and approximately 400 users

Managed 20 Windows servers connected over a WAN and updated to Windows Server 2003 running Active Directory and Microsoft Exchange Server

Applied expertise in resolving MicroStation and AutCAD problems while supporting all office (Microsoft Office), accounting (SEMA4, SQL, and miscellaneous accounting), engineering (MicroStation, GEOPAK, AutoCAD, STADD, and InRoads), and marketing graphics applications (Adobe, Corel, Photoshop, Picture It!, and WordPerfect)

Expertly handled inventory management; ordered computer supplies, software, hardware, and consumables while maintaining accuracy of records

Traveled extensively and provided CADD support to areas needing technical assistance

Applied best practices in monitoring and assuring daily backups and virus signature updates ran successfully CADD Programmer (Promoted) Shift Leader 1990 1992

Initially served as CADD draftsman and earned promotion to shift leader after six months

Promptly answered inquiries and ensured equal distribution of projects

Developed application programs that ran a menu system for a large client and produced engineering drawings while maintaining the code that configured the plotter for project-specific graphic output EDUCATION AND OTHER CREDENTIALS

Bachelor of Applied Science Technical Management - Part time student long term goal ST. PETERSBURG COLLEGE St Petersburg, FL

Associate of Applied Science in Information Technology TARRANT COUNTY COLLEGE Fort Worth, TX

Other

THE UNIVERSITY OF TEXAS AT ARLINGTON Arlington, TX Interconnecting Cisco Networking Devices 1 and 2

Internetworking MS TCP/IP New Horizons Technical Education Center UNIX Workstation Implementation, Intergraph UNIX System V Windows NT Management

Certifications

Cisco CCENT Certified

CompTIA A+

FaceKey Factory Certification

exacqVision Authorized Technician

VideoIQ iCVR Certified Professional

ACTIVITIES

MicroStation Interests of North Texas(MINT) a MicroStation users group Founding Member, Former Vice President, and Former Treasurer MINT’s Representative on the Computer Council of Dallas a group that ran monthly Super Saturday event at the Infomart

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