Software Manager
Resume:
Nanci J Crawford
San Antonio, TX 78233
ablb74@r.postjobfree.com
__________________________________________________________________________________________________
Profile
IT Professional has extensive knowledge and hands on experience as an Implementation Analyst of
hardware and software systems into abstract environments. Experience building computer systems include:
hardware, firmware, operating systems, and has 10 plus years experience supporting end users. Hands-on
administration of TCP/IP protocol, switches, bridges, routers, firewalls, RAS, VPN with ability to set up
reliable and secure networking environments.
Qualifications
End User Support: Mentoring Customer Techs, Implementation Methodology, Help Desk
Management, Quality Control, Requirements Gathering, User Documentation
Application Environments: MSOffice 2000 Suites; Proficient in Excel, Word, Outlook. Visio
Graphic Design Quick Books Accounting Peach Tree Accounting Crystal Reports, MS Power
Point., MS Project, Active Directory Administration, Open Database Connectivity, PeopleSoft,
Operating Systems: UNIX: AT&T, SCO, AIX, Solaris, and Linux. Shell Scripting, Security
Administration. User / Password Administration - Windows 2000/2003/2008 Server/Client Vista,
Win,.XP, Win98, Win95. Administration of Active Directory, CISCO VPN configuration and
Installation, Sonicwall appliances and their configuration.
Networking Solutions: LAN/WAN, Wi-Fi, Ethernet, SSL/SSH, VPN tunnels, Terminal Services,
DSL/Cable ISP, Sonicwall, Firewalls (in general), Linksys routers, switches, etc..
Education
Del Mar Junior College Associates in Computer Science
Information Systems
Relevant Experience
August 2007 - Present M&M Computer Services Systems/
Network Technician
*Responsible for configuration of optimal network architecture to support the customer’s existing
environment
*Plan and schedule deployment and implementation of medical accounts receivable application
servers
* Install and set up client computers with local and remote connectivity
* Locate and troubleshoot hardware conflicts
* Configure BIOS and RAID for hardware adapters and their devices
* Install drivers, modify boot settings as appropriate for the Windows or SCO UNIX environments
* First contact for customer support, responsible for timely and documented resolutions
* Travel to medical clinics, hospitals, and doctor offices to provide hardware/software support
within San Antonio and all other states.
* Configure Sonicwall devices including sonic access points and Sonicwall Global VPN client
connections.
* Provide in-house technical support to Help Desk personnel
05/2006 - 08/2007 West Corporation (Earthlink ISP) Tier 3
Technical Support Agent
EarthLink Technical Support Tier III/ HmNetwk/BB/VOIP/SAT
* Receive and process incoming phone calls for dedicated clients, which includes obtaining, entering call
detail into PeopleSoft
* Verifying customer information (e.g. names, addresses, credit card numbers, etc.) and other
means of security.
* Answering questions and providing “chat“ support to foreign techs.
* Resolving issues, adhering to scripts, and attempting to sell products or make up sells as necessary
* Strive to enhance the department's relationship with customers, ensuring the highest quality, responsive
service possible
* Make return phone calls to customers if technical problems were incurred during the customers initial
incoming phone call
* Ensure that calls are processed in strict adherence to established policies, procedures, and quality
standards, as well as any federal laws and regulations
* Successfully completed initial classroom and on-the-job training, as well as any new product or on-going
training
01/2006 - 04/2006 IT Consulting
Systems Analyst
* Provide software and hardware support to Mas90 customer base; Maintain Mas90 upgrades of
application and
conversion of Mas90 databases .
* Supported customer’s WAN/LAN environments; Configure UNIX Host with Win2000 Server;
Configure Small
Business Server 2003; set up Active Directory; set up nightly backups; set up Exchange 2000 &
2003 and Outlook on
workstations.
* Created detailed sales proposals for infrastructure support using Visio for network layouts, MS Publisher
for cover pages,
and MS Word for proposal template creation.
* Implemented Point of Sale system into retail environment
* Designed and created inventory with departments, 3 price levels, item cost, UPC codes, reorder
points, vendor ordering
information, and custom fields for item locations, and unique attributes.
* Converted General Ledger data from Peachtree to QuickBooks format. .
02/2004 - 12/2005 A G Consulting Services IT
Project Coordinator
* Review Scope and Statement of Work with Program Development Team members
* Attended requirements gathering and assist with writing scope of work for proposals to customers.
* Based on customer requirements, designed task phases and projected hours per task for scheduling
resources.
* Maintained project budgets; provided status reporting using Crystal Report Writer.
* Liaison for customer to development team
* Responsible for development to stay within scope or issue change orders
* Tested completed applications for functionality, ease of use, and meeting requirements.
* Tested SQL databases for accessibility, functionality, and meeting requirements.
* Document database design, constraints, relationships and stored procedures associated with custom
application.
* Write User Guide documentation for any custom applications or procedures.
Office Administrator
* Create and customize software web sites, associated database(s), and graphical web effects for product
demonstrations.
* Printed hand-outs, flyers, business cards, recruiting materials for Career Fairs.
* Review any bids to customers when applicable by detailing the Scope of Work
* Responsible for AGCS application developer’s activities.
* Administrative Assistant to the CEO and the CTO of firm.
* Assist the IT Recruiter with posting jobs, setting interview appointments
* Assist the IT Recruiter with Career Fair appointments, booth presentation, and booth interviews.
* Take all customers calls and determine routing, ensure problem or request is resolved.
09/2002 - 11/2003 E-Commerce Industries
Implementation Analyst
* Responsible for the successful implementation of the Janitor/Sanitation Distribution software solution
manufactured by Maytech Computer Systems and distributed internationally.
* 80 % travel to install network environment with a SCO UNIX host running COBOL development back
end
infrastructure.
* May be interfaced with a custom catalog browser front end sold separately as "Distributor Station". As
the
customers are assigned,
* Responsible for the coordination of user training, as well as the testing and installation of any additional
custom
programs.
* Supported customer’s intranet /internet hardware and software configuration on a Unix Host and
Windows 2000
client/server environment.
* LAN connectivity, which may include DSL connection.
* Created and maintained customer support calls and resolutions using Excel.
04/1999 – 01/2002 Comal ISD
Software Project
Manager
* Two-year contract in the Technology Department locating, investigating, evaluating, and pricing
Student
Administration Software Applications for Comal ISD to migrate to.
* Responsible for migrating the district from a mainframe; central processing environment to a true multi-
user
* Windows based system to included a relational database, providing direct access for reporting
requirements at the
campus level. Using Crystal Report Writer, produced status reports.
* Gathered software requirements from every potential Student Administration Software user which
includes
District & Campus Administration, Teachers, IT Technicians, Food Service Department, The Parents,
Truancy
Department, and TEA.
* Organized a 50 member evaluation committee populated by every school, where every aspect of
software use was
represented.
* Assigned committee members tasks to determine software reliability & capabilities with their colleagues
at other
schools running the student administration software.
* Provided Software Standardization strategies and redistributed hardware and software.
* Presented software committee selections to the Superintendent and Board of Education while
attending
monthly board meetings.
04/1997 - 04/1999 Fisher
Nuts M.I.S. Manager
* Responsible for internal computing systems, which included an IBM AIX Host, SQL 7.0 Database
Server with an
NT 4.0 Application Server.
* Managed the LAN connectivity, and the sharing of data in an automated fashion.
* Implemented a Help Desk for the departmental users.
* Supervised the hardware repair technicians, and contracted any EDI template programming to meet the
demands
of our customers.
* Eventually implementing WAN environment including the negotiations for communications to the
Fisher UNIX
application server located in Chicago, IL.
* Migrated local (Sunshine Nut Co.) Accounting/Finance, Distribution Software Systems data including
inventory,
from a “subsidiary type” relationship to a profit center on the Fisher Business Systems.
* Attended Software training sessions for “Training the Trainer” and assisted Human Resources
with the
training of system users in the use of the custom Fisher applications.
References Available Upon Request
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