Edward Wolfe

ac0oww@r.postjobfree.com

**** ****** **, ***. * Cell: 561-***-****

Delray Beach, FL 33484 Home: 561-***-****

Application Support Analyst

Accomplished, results-driven IT professional, with over 20 years experience managing applications in Web and

client/server environments, plus strong customer service, sales and technical support experience. My career goal is to utilize my experience, skills and interests in databases, business intelligence and data warehousing.

Emerging Technologies

Strategic Planning

Troubleshooting

Superior Communicator

BI-DW Systems

Data Analysis

Detail-Oriented

Timely Reports

CRM Systems

Marketing Research

Develop Creative Solutions

Group Facilitation

Highlights of Accomplishments

Currently researching and interviewing experts and companies on the subject of "Evolving Data Warehouse Architectures in the Age of Big Data" and ETMs (emerging technologies and methods).

Wrote posts on LinkedIn blog dealing with unstructured data and related topics, such as “Data Lakes,” Data Virtualization, and Apache UIMA Project.

Provided front line support for Microsoft’s new and evolving Cloud Office 365, Exchange Online, Windows Azure.

Resolved 90% customer issues for installing and operating devices, plus network and data troubleshooting.

Initiated cost-effective, significant hardware and software upgrades, streamlining database file updates by 70%.

Advanced standardized coding system, which reduced time and error by 25%.

Installed software and performed e-commerce transactions saving clients upwards to 60% in service costs.

Trained new employees, saving company 10% in training costs.

Technical Skills

Customer Relationship Management Software: Microsoft Proprietary CRM’s in the Cloud and on-premise, Verizon

Wireless Proprietary CRM’s, VRS (Voter Registration System), SOE (Supervisor of Elections) Software, TouchStar

Administration Utility 5.5.5, SER Call Manager, Sage FR 100 report writer, iMIS, Clarify FrontOffice, Motorola CMS, IMS,

ORCA, Hummer, PowerTerm 525, Marcus Evans Group, CMS Plan Finder, BenefitsCheckUp, MIDAS+, Allegra, IDXterm

Database Management Systems: Microsoft Proprietary DBMS’s in the Cloud and on-premise, Verizon Wireless

Proprietary DBMS’s, Oracle, SQL Server, Visual Foxpro, FoxPro, Access

Employee Management Software: EIS (Employee Information System), Paychex Time in a Box, E-Planner

Information Databases: EBIRS (Election Board Incident Reporting System)

Operating Systems: Mac OS X, Windows, Novell, Linux, UNIX, VAX, DOS

Applications: Word, Excel, Outlook, Lync, Bing, Google, Snipping Tool, Notepad, NetMeeting, Works, PowerPoint,

Verizon Wireless Proprietary Applications, Computer-assisted telephone interviewing (CATI), Novell-delivered Apps

Label Software: WordPerfect Add-In (DYMO Label Software)

Miscellaneous Software: Office 365, Exchange Online, LogMeIn, SharePoint Online, Windows Azure, Windows Server

2008 R2 Hyper-V Manager, Apple

Hardware: Apple, Dell, HP, IBM, Microsoft, Gateway, ADDS, eMachines, Samsung, Wireless and Cable Kiosk and

Desktop PC’s, Pen Tablets, Westell, Belkin

Peripherals: Apple, Dell, HP, IBM, Microsoft, AT&T, DYMO, EIS, Labtec, Proview, Logitech, A4Tech, Panasonic, APC,

UBL Pro, Benwin, EDS

Telecoms: Avaya, Samsung, NEC, LG, Cisco, Aastra

Languages: SAS, Windows PowerShell, XML, Java, C++, SQL, PL/SQL, Korn shell (ksh), BASIC

Command-Line Utility Programs: Windows PowerShell, SQL*Plus

Network Protocols: TCP/IP, IPv4, IPv6, ISO-IP, TTP, UNIX Telnet

Compilers: MS Visual C++ 6.0

Platforms: Java SE and ME, JDK 1.3

Experience

Application Support Analyst Delray Beach, FL 1/2009-Present

Tech Talent Committee of the SFTA (South Florida Technology Alliance) Member, engaging South Florida businesses, local IT talent, educational institutions, etc., identifying and meeting workforce and economic development needs of region’s information technology industry.

Conducted research on Microsoft Office 365; interviewed Champion Solutions Group, PC LAN TECHS, South Florida Digital Alliance, and others. Acquired different business models to market and service 365 brand.

Managed Donor Relationship Management software, compiling 400-600 donors, for Jewish Family and Childrens Services of Palm Beach, West Palm Beach, FL.

Assessed hardware and software needs for First United Methodist Church (FUMC), Boca Raton, FL; initiated two-campus telephone network, innovating upgrades within budget. Investigated TCP/IP, Internet access providers for telephone network, successfully monitoring vendor activities, amounting to 25% in cost savings.

Teleperformance- ASD, Microsoft Online Technical Support Engineer/Admin Boca Raton, FL 3/2013-7/2013

Performed assignment for global provider of technical support, customer care and debt collection operations.

Provided front line support for Microsoft’s new and evolving Office 365, Exchange Online and Windows Azure in the Cloud. Diagnosed issues, especially after upgrade, providing administrators premier support for service, workarounds, repairs, and installations of Exchange Online and Office 365 for enterprises and SMB’s.

Educated administrators and partners resolving issues with Office 365 Desktop, logon credentials, PowerShell commands and scripting, and Office Professional Plus 2010. Offered peripheral support for SharePoint and Lync Online. Promoted Microsoft support Communities for administrators, developers and end users.

Successfully solved up to 90% service requests; 10% were foreign language (French, German, Arabic, Polish, Dutch) from overseas with aid of Bing Translator and Google Translate apps.

Teleperformance- ASD, Tier II Technical Support Specialist-Agent Boca Raton, FL 11/2010-6/2011

Managed Customer Relationship Management systems and other software for Verizon Wireless (VZW), then the nation’s largest mobile telecommunications network and wireless phone provider. Assessed 50-100 daily calls, providing customers with top-notch support for installation and service for numerous products (hardware, software and networking) and applications operating under VZW networks coverage.

Diagnosed problems by educating and assisting customers via telephone, resolving 90-95% issues by remote control access and, in 5-10% cases, prescribed for more specialized support and onsite repair.

Palm Beach County Supervisor of Elections, IT Elections Specialist West Palm Beach, FL 9/2007-5/2010

Successfully launched 30 events, which at their apex drew upwards to 600,000 people.

Eliminated hundreds of duplicate records, restricting possible irregularities and error.

Proposed nationwide database based on world renown data center model, where elections boards can more quickly and efficiently interact with one another, greatly facilitating drastic cut down in fraud and related problems.

Performed benchmarking survey to measure and assess County Supervisor of Elections’ business intelligence and data warehousing deployments.

Application Support Specialist Chicago, IL and Delray Beach, FL 3/2005-9/2007

Conducted research on Association Management Systems (iMIS, TIMSS, NetForum (Avectra), IRM Systems, Membership Applications Platform (MAP), Tendenci) and made recommendations.

Converted data and file formats by Object Linking and Embedding (OLE), as well as by pivotal and lossy conversions, saving clients’ production expenses by 25%.

Major clients: E Management Group, Boca Raton, FL, American Academy of Periodontology, Chicago, IL, Sears, Hoffman Estates, IL, ADP, Chicago, IL.

ACADEMIC & PROFESSIONAL CREDENTIALS

Certified Office 365 Support Engineer Boca Raton, FL

Certificate of Completion, MCITP: 2008 Enterprise Administrator – PC Professor Boca Raton, FL

TDWI Member Renton, WA

CompTIA A+ Certification – PC Professor Boca Raton, FL

Verizon Wireless Certification in Tier II Technical Support Boca Raton, FL

Florida Division of Elections Certification in Voting and Related Equipment Support West Palm Beach, FL

BIR Training Center Certification in Database and Data Analysis Chicago, IL

B.A. Public Relations with Computer Science Coursework – Northeastern Illinois University Chicago, IL

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