Engineer Service

Summer Lawrence

**** ******* **** ******, *******, GA 30040 404-***-**** *************@*****.***

Summary of Qualifications

I am a dedicated Client Services professional specializing in Systems Administration including desktop, laptop, server, social media and network support. I uphold several personal core values, including a desire to always exceed customer’s expectations, a bias towards action, and an overall attitude of doing whatever it takes to get the job done correctly.

Hardware: IBM, Compaq, Gateway, Sony, Dell, HP (all models).

Software/OS: Windows 7, MS Windows XP, 2000, 2002, MS 2003,2007, 2010, Server administrator, 2010, VMware; MS SQL Server 2000, 2005& 2008, BEA Weblogic, JBoss, Geronimo, Apache Tomcat, Microsoft IIS, Index Server 1.1; Microsoft Office 2003,2007; Adobe Photoshop; Siebel CRM Administrator; Veritas BackUp Exec; VPN, JBOSS 4/7,PCAnywhere; RemoteAdministrator, HTML, ICM, Aspect, IEX, Pipkins, XULrunner, Flash, Flex, DB2, ITILv3, Manage Engine Products, JIRA, Salesforce, ServiceNow, Citrix, ITAM, Asset Management

Experience

Liaison Technologies, Inc. (contractor 5/16-3/17)

Workflow Engineer, Managed Services

Brand development, web site traffic growth, web site UI and advertising revenue.

Developed brand strategy and statistics systems.

Strategic Consulting, including business plan & sales strategy development.

Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.

Generated new development deals for a real estate development company that focuses on multi-family residential projects, including real-estate market analysis.

Comprehensive database management and migration from SQL to Oracle.

Verizon Telematics, Atlanta GA 3/13- 9/15

Sr. Service Desk Administrator

Senior member of a team responsible for all service operations to meet business needs and IT requirements. Responsible for monitoring, troubleshooting, case management, and reporting along with ensuring desired standards, established practices, and policies are being used.

Mentor junior level service desk staff on processes and procedures.

Reports to the IT operations manager. Key focus on availability, capacity, and performance.

Facilitate a business solution provided to an external customer which meets the high level requirements for automotive, fleet or personal location, monitoring, security and performance services.

Daily use of monitoring tools such as Zenoss, OpManager, Oracle Grid, VMware VSphere, A10 (load balancers).

Responsible for preventive monitoring on core systems including Siebel 8.0.0.5, Oracle Fusion Middleware 10.1.3.3.1, Oracle Security Suite, Oracle ERP, Oracle CCA.

Support Net Ops Team- Cisco 3900 routers, Force 10 Switches, A10 Load balancers, 5520 Firewalls.

Support Sys Ops Team- Windows and Linux Physical and Virtual servers, EVA and MSA Storage, Domain Controllers, SQL.

Ticketing tools used- Service Desk Plus, IssueTrack. Focus on availability, capacity, and performance.

From Atlanta, limited remote support to Dallas, China, Moscow, and Germany.

Monitor and verify the availability, health and performance of each service, process, hardware, and VM.

Actiance, Atlanta, GA. 10/11-2/13

IT Client Services Engineer

Advise executive management on creating new position that would give clients a dedicated account services engineer who would be the single point of contact, and would interface proactively on the client’s behalf with internal and external resources to escalate issues, determine requirements and implement solutions.

Provide leadership and specialized knowledge of all software products. Able to expertly troubleshoot and solve complex issues using specialized knowledge of all company software products and internal processes.

Takes responsibility and accountability for the quality of service delivered to each client. Coaches other junior associates to ensure consistency of excellent service.

Partners with Integration and Implementation groups in development and testing of new product methods and procedures.

Ista - North America, Alpharetta GA 12/10-9/11

Client Manager

Manage billing resources while executing functions within the client services team; manage both Billing Operations Specialists and Client Executives.

Manage a team of fast paced individuals, supporting both high volume billing and client focused accounts.

Process billing data into three proprietary billing systems (Navitas, ASI and ista-net).

Manage difficult client situations, and follow up with the client in a timely manner.

Responsible for the prioritizing the workload on a daily basis among the group and analyze management reporting.

Control the accuracy of billing data- make all necessary adjustments to ensure accurate billing.

Update the Production Planning System and review pre-billing reports and cost spreadsheets for accuracy.

Participate as a billing expert in various improvement projects, evaluate and delegate work to team members.

Assume management responsibilities during the absence of the Director of client services.

S1 Corporation, Norcross GA 2/10- 12/10

Customer Support Engineer

Manages and provides contracted services to internal and external customers at the highest level of quality. Primary focus is on the availability, scalability, performance and security/compliance of hosted systems.

Consults with internal resources to determine application and systems requirements and project priorities. Reviews work requests, estimates the scope of projects, plans project resources, and coordinates schedules to complete projects.

Researches and evaluates current and future technologies for use in building, maintaining, and enhancing customer systems. Makes recommendations based on findings.

Consults with internal and external organizations to ensure accurate and timely informational exchanges and resolutions to customer problems/issues.

In conjunction with the client, supports the end-to-end testing process of the hosted application, including troubleshooting of the hosted application.

Duties also include on-call support (rotational basis) and application level patching of system (following companies Change Management process).

Informiam, LLC, Alpharetta, GA (acquired by Genesys Labs 2008) 2004- 2009 Senior Technical Engineer

Implementation of the Informiam Application suite and resolution of moderate to complex customer problems with designated application.

Coordination of the resolution of customer's problems and acting as liaison between network engineering staff, development team, third party vendors and the user community.

Conducting the analysis, definition, documentation and testing of application enhancements.

Interfacing with customers to determine requirements, fit/gap analysis, service level agreements and change orders.

Coordination of activities with customers, preparing functional specifications and documentation; providing general consulting practices.

Investigation of reported problems/discrepancies, determination of requirements and changes to system processing that may be necessary.

Providing implementation support; Acting as the first point of contact through telephone or online support.

Interfacing with technical and in-house customer service personnel to determine exact nature of the problem and implement the appropriate solution.

Change control implementation and User Acceptance Testing. Nationwide application support and monitoring for AT&T Wireless, AT&T, Fidelity, Mercer, FedEx, Dell Compu Credit and Deloitte.

Siebel Systems, Atlanta, GA 1999- 2003

IT Client Services

Worldwide comprehensive administration and end-user support of internal implementations.

Deployment of more than 2000 users of Windows XP operating system upgrade.

End-user training on Siebel eBusiness (all versions) for all company acquisitions from 1999-2002 including OpenSite, JANNA, Peregrine, OnTarget, MOHR Development, NQuire

Migration management to Siebel eBusiness from Notes, Remedy, NQuire, JANNA, Peregrine.

Network Implementation for major company events.

PeopleSoft back-office administration for HR and finance functions.

Performed all aspects of Client support for 1,350+ customers in 5 offices located in 7 states.

OnTarget, Inc., Atlanta, GA (acquired by Siebel) 1999

Systems Administration for Professional Services

Worldwide end-user Client support (1000 Users) .

Hardware support, all major manufacturers.

Lotus Notes administrator.

Project Manager

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