Software Project

Samuel T. Falcone

**** ******* **.

Houston TX **007

Email: ********@*****.***

Home: 713-***-****

Cell: 832-***-****

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PROFILE

Over 22 years of professional experience focused on quality customer

service, planning and training. Attuned to organization,

problem solving, multi-tasking, working independently and

within a team environment to meet and exceed project

objectives and client expectations. Possess strong

analytical, interpersonal, and reasoning skills. Solve

problems in tight deadline environments for global

implementation and standardization of new technologies.

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SKILLS

Software: Microsoft Office Professional 97, 2000, 2003; 2007,

Office Communicator; SAP 4.6, 6.2 GUI; Altiris Deployment Console,

Power-Quest Image Center, Symantec Ghost, Remote Control SW

(Proxy, NetRC, Carbon-Copy, Altiris Remote Control), Call

management software (Peregrine, Remedy), Qualys-Guard scanning

software, Proprietary Broadcast Technologies (Inews, Newspad,

Pathfire, Avid, Final Cut Pro, Various Video and Broadcasts

Software), Fleet Maintenance Pro, DIVA Backup Solutions.

Hardware: Installation, Configuration, Upgrades, Troubleshooting,

Compaq/Dell Desktops and Laptops and Servers, Peripheral Devices,

PC Assembly/Disassembly, Broadcast and Editing Systems, Hi-End

Video Equipment and Satellite Truck Equipment, Apple Final Cut

Editing Systems

Operating Systems: Installation, administration, upgrades, and

support on all of the following; Windows 98, NT, ME, 2000, XP,

Novell Netware 5.0, NT4.0 server, Windows 2000 Server and Terminal

Server, Windows 2003 Server, and Windows 2003 Small Business

Server. Apple desktops and servers (slight)

Server based Application Management: Altiris Deployment Server,

Altiris Notification Server (Recent Altiris 7.0 Administration

Training,NW Admin, Net-IQ Directory and Resource Administrator, MS

Exchange 2003(slight), and Active Directory.

HIGHLIGHTS OF ACCOMPLISHMENTS

Integrated and deployed wireless hotspots for the entire KTRK

facility, in a strategic format, for maximum coverage.

Principal contact for all vendors in relation to electronic

equipment, cameras and video, security and fire systems, and other

special proprietary broadcast and video needs for the station.

Manage total electronic inventory and assessment for the entire

facility, including remote equipment, studio equipment, and

individual's needs.

Manage workflow of special needs for high-level executives for our

organization including urgent issues, time-sensitive issues, and

last minute occurrences.

Continuously developed a high level of rapport with all clients and

gain their confidence to handle daily special needs in a timely

matter

Organized, developed, tested, and fully planned a completed

newsroom renovations project including client displacement into

temporary spaces, wiring plans to accommodate temporary space and

newly renovated area, future planning of renovated area to

accommodate future technologies and specific client needs in all

instances. Involved in routine meetings with corporate personnel

to discuss budget, floor planning, and all specifics of a total

renovations project.

Consistent involvement in KTRK special charity functions that

involving special setups, vendor and outside relations, and unique

special planning for each event. These include: KTRK Community

Blood Drive(s), E-Cycle electronic recycling drive for the public,

Caring Cradles drive to supply baby needs for our community, and

special involvement in planning and setting up other marathons and

Houston community events.

Developed and coordinated testing and building plans for a 675 seat

trade floor for Reliant Energy, including a wallboard with Rise

Soft Tools software for integration with real-time data feeds and a

27 individual plasma screen setup, consisting of real-time data

feeds and real-time software integration that incorporated a fail-

over system for no down time.

Over 7 years experience with in-depth, high-profile trade floor

operations such as Ercot 24hr. operations, West/East gas trading

operations; interactions with trade floor risk, accounting,

database, applications, and vendor departments to better interact

between groups and streamline business needs at a moments notice.

Lead a group of analysts who supported 500+ traders, including

other entities on this trade floor that consisted of PJM, and 24

hr. pipeline trading support systems. Troubleshot and resolved

market data service problems. Liaised between traders and external

vendors to satisfy technology requests and resolve issues.

Identified IT solutions for business needs and met above and beyond

any requirement set forth, monetarily or time-wise. Researched and

evaluated new technology products by testing prototypes to ensure

they meet end user needs and functional requirements.

Troubleshot and resolved equipment failures, desktop software

problems, and network outages.

Designed, implemented, and maintained several EOP (Emergency

Operations Procedure) sites and systems for traders and other high

level Reliant executives that require no down-time for their

business, including backup plan schemes, data and systems

requirements to suite their particular offsite atmosphere. This

also includes support schedule management for their needs and

backup hardware and software planning in case of offsite failures.

These sites include Las Vegas, Tomball, and Austin.

Developed a high level of rapport and trust with high level

executives and time critical clients who could not afford down-time

because of potential large financial losses

Developed a high level of relationship between our local, America

based offices and our offshore counterparts in India, working

closely to resolve in-depth problems and troubleshoot issues on a

timely basis. I was successful in fine-tuning my communication

skills with my contacts abroad and was able to strengthen

intrapersonal to support effective problem solving.

WORK EXPERIENCE

KTRK/TV-ABC

June

2008-present

Houston, TX

IT/MIS Manager

* Manage all areas of support, including staffing for a 24-

hour news station where urgency and almost absolutely no

down-time can exist for anchors, meteorologist, and

other production clients.

* Manage client relations for the entire organization

including training, departmental specific needs, urgency

prioritization, and company-wide communication to

resolve issues and determine solutions.

* Ensure compliance with ABC/Disney computer usage

policies through the implementation of security

measures, standardized profiles, publication of user

guides, and system monitoring.

* Manage, maintain, and troubleshoot production network

servers, whether through direct intervention, support

contracts, or remote solutions.

* Manage support contracts for all hardware and software

licensing.

* Manage, maintain, and troubleshoot desktop systems via a

team of my personnel through direct intervention or

various remote solutions.

* Provide application support for all computer network

users, specific proprietary hardware related to

broadcast, and for remote satellite communications and

feeds

* Responsible for managing an electronic data disaster

recovery program including off-site preparation,

emergency equipment and supplies, scheduling, and

alternate software and hardware solutions.

* Experiment and test new computing, video, and broadcast

technology for station use

* Supervisory responsibility over a team of 7 IT

Technicians and Broadcast Engineers, and 5 web

specialist, to streamline support for KTRK business

users. This includes processes, policies, and managing

this team to handle in-depth, urgent issues at a

moment's notice.

* Manage and verify consistency in various areas of

broadcast technology including video streaming, and

video troubleshooting.

* Manage several different backup solutions including

Quantum, DIVA, and some exposure to Apple X-SANS.

* Manage total vendor relations in regards to computer

inventory, security systems, fire/alert/disaster

systems, and all specialized services related to the

KTRK facility as a whole.

* Manage performance reviews, scheduling, training, and

all other issues for my team.

Reliant Energy

April

2002-June 2008

Houston, TX

Lead Technical Support Analyst III

Manage/Lead

* Lead 8 full time employees

* Encouraged employee soft and technical skills training

* Future resource planning

* Map workflow processes for improvement and cost

reduction

* Mitigate risk on all technology deployments

* Maintained client and vendor relationships

* Ability to communicate and coordinate IT initiatives

with network, server, telecom, and technical

support teams

Project Management

* Managed and lead a five person analyst team to resolve

and troubleshoot high level executive systems and time

critical trader systems on a day-to-day basis, including

24hr. emergency support for critical clients and

executives.

* Managed escalation process from tier 1 throughout end of

life to assure proper steps were taken to follow group-

specific SLA guidelines.

* Thorough interaction with our international counterparts

regarding development and problem-solving issues. I was

the main point of contact for the trade floor when

issues arose that required international interaction.

* Involved in a team of managers that developed SLA's

specifics for various groups throughout the Reliant

spectrum. Assisted in managing development of total SLA

scheme, in regards to urgency, for Reliant's total

facility. This included remote plant sites,

international relations, and executive areas.

* Excelled in specific trade floor applications and client-

vendor relationships for trader-specific application

such as CQG, ICE, Globalview, Reuters, Platts, NMarket,

and TraderEMS. Slight knowledge of RAFT, UPLAN, Vista

Emulation Software, PSSE and MUST software.

* Completed understanding of how almost every trade floor

application here is utilized, in its capacity, and by

which groups.

* Created customer and support organization communications

for new deployments

* IT resource management and planning to build and

maintain several offsite Emergency Operations locations

to backup critical business needs

* Managed 20 contractors during 3 month trade floor

building project for Traders and other entities

* Windows XP migration with over 10 contract and permanent

employees in 7 months for over 3,000 desktops in local

and remote locations

* Effectively communicated project progress with

leadership and other business units

* Developed and lead remote application installs and

imaging with specific tools including Altiris Remote

Management Console and Altiris Carbon Copy.

Technical

* Desktop hardware and image standardization, application

deployment, asset tracking, and desktop warranty repair

* Standardize over 3,000 desktops in multiple locations

and several operation centers throughout Houston,

Dallas, Austin, Las Vegas, Pittsburgh, and Tomball.

* Windows 2003 and NT server environment with both NT

managed domains and active directory

* Maintain one windows XP image for multiple platforms and

departments

* Initially standardized and managed windows 2000, NT, and

9x images

* Patch management control through compatibility and

stability testing prior to deployment from a dedicated

Altiris server

* 100% dell purchased environment containing 60% Desktop

and 40% Laptops

* Manual asset management system

Conoco-COE Deployment Project

February 2001- February 2002

Houston, Texas

Escalation Support Specialist (TIII)

* Provided desktop support to recently deployed WIN2000

machines for high level executives, CEO's, and Vice-

Presidents

* Utilized a number of account Admin tools such as Active

Directory, NW Admin, and SMS Administrative Console to

access user account information and perform tasks such

as changing passwords, enabling accounts and providing

users proper permissions via group.

* Back-upped and Restored images using Norton Ghost

versions 6 and 7.

* Saved and Restored user settings and data with Desktop

DNA utility.

* Level III support, troubleshooting hardware, networking,

and software issues

* Updated Win95-98 machines and Windows NT machines to

Win2000, restored data and personal settings to new

Win2000 environment.

ISSG / British Petroleum

July 1998 - Jan. 2001

Houston, Texas

Windows 2000 Deployment Specialist

* Migrated Windows 95a to Windows 2000 operating systems

* Used applications such as Microsoft Office 2000

Professional, Norton Ghost, and Lotus Notes

* Configured Microsoft Outlook, set up network

drives/printers, proxy settings for Internet Explorer

and SMS

* PC hardware troubleshooting and resolved minor help-desk

issues

Thrif-Tee Supermarket

1980 - 2002

Houston, Texas

Manager/Owner

* Managed expenses and profit results for meat, grocery,

and produce departments

* Supervised hiring, training, scheduling and discipline

of 12 employees

* Produced pricing strategies

* Handled invoices and bill paying

* Maintained equipment and practices to comply with local,

state, and federal standards and regulations

* Maintained good customer and vendor relations.

Harris County Constable, Precinct 6

1992 - 1999

Houston, Texas

Police Officer

* Received and dispatched calls for service.

* Patrolled city streets to insure safety of citizens and

property. Investigated crimes and accidents occurring

within city limits.

* Instructed in-service for reserve officers in street

survival.

* Assisted with complaints over the phone and in person in

interpersonally effective ways.

* Served 40 hours a month while working another full-time

job

EDUCATION

Southern Methodist University School of

Engineering and Applied Sciences

Feb. 2000 - Jan. 2001

Houston Community College Police Academy

Aug. 1991 - Mar. 1992

San Jacinto College

Aug. 1987 - Dec. 1989

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