Customer Service Project

CAREER PROFILE

Driven IT Manager & Business Analyst leader with 6 years in the Management,

Business Analyst, Network, Helpdesk, and Desktop support field. As an IT

Business Analyst, I was involved in various business operations and

organization support to achieve cost-effective production with increased

quality, efficiency and satisfied customer service. Due to my talent for

salesmanship and public relations, in my previous position I was also

involved in user-training and client support in variety of Federal- medical-

software applications. Established and maintained a consultative coaching

style and performance goals to meet efficiency levels, sales targets and

quality assurance standards. Takes pride in providing creative direction

and out-of-the-box thinking. Enjoys complex, multi-faceted assignments

where pulling together a collaborative pool of skills is essential. Fosters

a lively and professional work environment and values a commitment to

excellence, innovation and customer service.

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EDUCATION & CERTIFICATIONS

The University of Texas 2008

Bachelor of Science in Information Systems/Technology

Minor: Finance

Tarrant County College 2004

Associate of Science in Information Technology/Computer Networking

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TECHNICAL EXPERTISE

Operating Systems: Windows 9X & ME, Windows NT Workstation & Server

4.0, Windows 2000 Professional & Server, Vista, Microsoft

Office XP, Vista, Windows 7.

Hardware: Cisco 4000m/3600/3000/2600/1600 routers, Cisco 2900 series

switches, 3Com & Netgear switches, hubs, laptops, desktop

workstations, servers (HP, Dell, Micron, Compaq, IBM),

Raid, SCSI, modems, network cards, memory, printers,

BlackBerry, scanners and other peripherals.

Software: Citrix MetaFrame 4.0/4.5, Microsoft Exchange 5.5/2000/2003,

Citrix Client & Server, Windows Terminal Server, Microsoft

Proxy Server, Microsoft Office Suites, Primavera Project

Planner P3 2.0/3.0, Acrobat 4.0/5.0/6.0/7.0/8.0/9.0,

VMWare, Microsoft Visual Studio, Various Ticketing systems,

SQL 2008, Photoshop, SDK 6.0A, Xcode, SnagIt 8, Microsoft

2003/2005/2007/2010 Access, Excel, Groove, InfoPath,

OneNote, Outlook, PowerPoint, Publisher, Word, Visio.

Networks/Protocols: LAN/WAN, TCP/IP, DNS, DHCP, POP3, SMTP, FTP, TELNET,

VPN, TFTP, Ethernet CAT5 installations (including hard

wiring networks).

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TECHNICAL EXPERIENCE

Business Analyst I CTIS, Inc I Rockville, MD 20850 I October 09 - May 10

Completed successfully a Business Analyst position on a Federal

Government contracts with the Division of AIDS (DAIDS), Regulatory

Compliance Center (RCC), NIH, and FDA. Excellent communication skills as

dealing directly with the clients and gather detailed requirements, system

design, User Interface (UI), and development. I also have a wide knowledge

and experience in the Information Technology field to use as a tool to

troubleshoot, configure, redesign, and maintain variety of project issues

that come up during a product development. I am heavily involved in

converting the project requirements into an effective business design.

Having knowledge and experience with a software companies and a background

in Information Technology helps the organization to achieve the best

solution in business which would increase its productivity in market.

> Analysis and Solution Definition

. Quickly understands the business issues and data challenges

of client's organization and industry.

. Identifies client organization's strengths and weaknesses and

suggests areas of improvement. By reports, Quality assurance

tasks for employees and clients.

. Reviews and edits requirements, specifications, business

processes and recommendations related to proposed solution.

. Develops functional specifications and system design

specifications for client engagements.

. Strong Customer Facing Skills

> Technical Recommendation and Testing

. Leads testing efforts.

. Ensures issues are identified, tracked, reported on and

resolved in a timely manner.

. Works with client personnel to identify required changes.

. Communicates needed changes to development team.

. User Acceptance Testing (UAT)

. Smoke Testing (ST)

> Project Execution

. Assists in enforcement of project deadlines and schedules.

. Takes input from supervisor and appropriately and accurately

applies comments/feedback.

. Communicates and applies project standards.

. Manages resources in accordance with project schedule.

. Consistently delivers high-quality services to our clients.

. Understands the components of running a fiscally successful

project

Information Technology Manager / Associate VP of Marketing and Sales Tax

Logistics law firm Washington Grove, MD April 09 - October 09 & Part

time October 09 - March 2010

Held a Responsible position of monitoring and controlling a team of IT

professionals. Took upon myself the task of recruiting new team mates and

training teams by proper induction process. I also took the responsibility

of documenting the business process so that all team mates work as per the

process in a unified manner to ensure quality and maintenance of projects.

Interact with various levels of the organization namely developers, project

leads, customers, and other managers. Also took the task of giving

presentations to higher level people in organization and also sometimes to

other companies.

. Saved 20% (more than $200,000) in annual long distance and frame relay

services by negotiating international contract with MCI.

. Assessed project feasibility, gathered business requirements and

executed project plans for various business

groups that were part of the $250,000 budgeted for Tax Logistics

initiative.

. Managed relationships with third-parties and media outlets (Washington

Post, Radio Stations, and other Law firms) to promote and enhance the

reach of several marketing efforts.

. Managed a team of IT Analyst & desktop Support, built together a

system that enabled corporate contractors to work from outside the

office and report live workflow from different office locations plus

access files offsite.

. Ability to develop and deploy IT plans that achieve strategic

business goals.

. Managed successfully a group of 5 IT Business Analyst and

Desktop Support professionals.

. Responsible for project planning, requirement analysis, and

technical specification.

. Experienced building, leading and motivating teams

Network Administrator/Helpdesk/Desktop Support PIER 1 IMPORTS Fort

Worth, Texas April 07 - April 09

Held responsibilities to configure, install and administer network

infrastructure and telecommunication systems that supported over 1000

stores and corporate offices in the contiguous US, Hawaii and Canada.

Established new IT policies which defined acceptable use of IT assets

within the company. Fulfilled administrative responsibilities, including

the addition and changes to user desktop, email and PBX accounts, network

printers. Developed and executed training programs and evaluations.

. Successfully implemented multiple IT projects ranging from $40K to

$100K

. Designed, custom-built and installed new cooling system for one of the

13 servers, saving the company thousands of dollars before client data

loss

. Responsible for ~2500 users as third level support of 20 +

applications

. Maintained and performed troubleshooting of Citrix Server farm running

XenApp 4.5

. Maintained logon scripts using Citrix Metaframe Consul

. Held top security KeyGen as 1 of 25 cleared for after-hours remote

access to Citrix

. Maintained on a daily basis: Cisco

4000m/3600/3000/2950/2900/2600/1600 series routers and switches,

3Com, HP & Netgear switches and hubs

. Full Active Directory Access to control group polices

. Assisted end users with BlackBerry 95x and 85x, 5 series, 6 series,

7 series, and 8 series.

. VPN support for traveling users

. Maintained on a daily basis: Windows XP Professional, Vista,

Microsoft Office 2003/2007, ticketing system (Epiphany), Remote

Access, Telnet to a Citrix session for help

. Successfully managed new hires training by developing and conducting

two-week training courses and end evaluations

. Developed and maintained intranet database of recorded issues and

resolutions(QA) to enhance quality control, workflow and quality of

work

. Established formal lines of communication for project teams including

pagers and messaging boards

. Light Mainframe support including: file distribution, backups, reports

and debugging

System Administrator/Helpdesk/Desktop Support FEDERAL RAILROAD

ADMINISTRATION Fort Worth, Texas March 06 - March 07

Executed various areas of support including broadband connectivity,

account provisioning, email (Outlook, Outlook Express) and Windows

installation, configuration and upgrade/downgrade issues. Performed on-site

analysis, diagnosis and resolution of complex hardware problems for a

variety of end users. Recommended and implemented corrective solutions,

including off-site repair as needed, as well as maintaining and monitoring

support for TCP/IP network configurations, VPN and remote access.

. Established and managed an inventory database to track computer

equipment (desktops, laptops, scanners/printers, Blackberries)

. Provided VPN support to users traveling outside the office

. Provided local and remote desktop support

. Held full Active Directory access to control Group Polices

. Assist end users with their BlackBerry 95x/85x/5 series/6 series/7

series/8 series

. Troubleshot network connectivity, network printing and user access

issues

. Built and maintained computer systems and performed memory upgrades

. Provided computer help desk support and technical training on

hardware/software to end users

. Performed set-up, break-down and transport of agency equipment on an

as-needed basis

. Liaised with and provided training and support to end users and staff

on equipment operation and other issues

. Receive and respond to incoming calls, pages and/or e-mails regarding

hardware/software problems

. Installed, configured, tested, maintained, monitored, and troubleshot

end user and network hardware, peripheral devices, printing/scanning

devices, presentation equipment and networking software

System Administrator/Helpdesk/Desktop Support THOMSON PRACTICIONERS

PUBLISHING COMPANY Fort Worth, TX Jan 05 - Jan 06

Achieved high level of customer satisfaction through patient, methodical

approach turning tense situations with irate customers into positive

outcomes. Resolved complex installation and hardware/software requirement

and batch file problems with accounting & auditing, tax compliance &

planning, consulting, practice management, CPE & training solution software

problems.

. Staffed inbound call center providing technical support for accounting

program belonging to PPC

. Provided software technical support for the IRS

. Performed hardware/software installation

. Received and responded to incoming calls, pages and/or e-mails

regarding hardware/software problems

. Resolved computer issues resulting in product failure to run

. Received and responded to incoming calls, pages, and/or e-mails

regarding hardware/software problems.

. Liaised with and provided training and support to end users and staff

on equipment operation and other issues

. Supporting MAC OS, Windows CE, 95,98/SE/ME, 2000, XP, Vista

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