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Engineer Support, System Administrator

Nashua, New Hampshire, United States
October 30, 2018

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Dahlia Elmakiss

* *********** *****

Nashua, New Hampshire 03064



Senior Systems Engineer / Technical & Business Analyst / Software Support Engineer experienced in supporting both internal & external customers such as engineering, software development, marketing, & sales teams in a diverse collection of industries such as: health care (HIPPA), financial software (ISV), and computer manufacturing.

Professional Experience

President and Senior Technical Engineer 04/05- Present

D-Tech Consulting Nashua, NH

Provide on-site computer consulting services to small business and home users

Repair and upgrade all makes and models of both Servers and PCs on-site

Provide integration and support services for corporate and home networks

Server, Network, and Personal Information Security Specialist

Design custom Backup and Disaster Recovery Solutions for clients

Design custom databases to meet specific business needs

Server and PC Roll-outs

Virus and Spyware Removal

Provide clients with on-site training for most common layered applications and Operating Systems

Setup and training provided for Accounting Systems

Imaging Operations Support Associate 05/16-02/17

Nuance Communications, Inc Burlington,Ma

Responsible for providing support services to the M&S Renewals, Products and Technical Pricing, and CPQ Teams and provide project management tracking of Imaging Operations Initiatives and team goals.

Work closely with the leaders of each of those teams on the definition and delivery of support services. Project Management duties include coordination of any cross captured and defined requirements.

Manage the Operations team elements of the project plan for those cross functional projects.

Technical Business Analyst / Business Process Analyst 01/11 – 09/14

Nuance Communications Burlington, Ma

Nuance Document Imaging Professional Services -World Wide

Project Manager for multiple VSOE compliance initiatives

Manage Pro Services integration's for Nuance acquisitions into the current Imaging Division Pro Services WW Organization

oAssist IT with merge planning, testing, UAT, Project Accounting and such on both a technical and business process level

Participant and decision maker in numerous cross functional corporate Technology Initiatives ensuring the needs of the Imaging Division Pro Services are met

Create and implement business processes for division; order and project management for field engineers, legal documents, time and labor tracking

Close collaboration with Technical Revenue Accounting, Finance, Project Accounting and Order Management Teams

Create & manage all Oracle reports for Professional Services Management Team

Senior Systems Engineer 11/07 – 09/14

eCopy, Inc (Now Nuance) Burlington, Ma

Nuance Document Imaging Professional Services World Wide

Provide server, network, database, and application builds and support for eCopy Professional Services organization which is a custom development team within eCopy

Build and maintain team ESXi servers

Duties include the ability to quickly comprehend, build, and support new technologies per project. Some examples would be K2 Workspace, Siteminder with Opentext Livelink, Alfresco, Hummingbird, Interwoven, EMC Documentum, Kofax and MS SharePoint

Built and maintain a 2003/ AD CAC / PKI domain with Exchange 2003

Create processes within the PSO team to streamline communications per project. Built and maintain a production MS SharePoint 2007 server for sharing of knowledge within the organization

Responsible for requesting / tracking all software builds from Release Engineering

QA all custom Pro Services code customization projects. Work heavily with VMware Workstation and VMware Server

Manage Server build Schedule and QA Schedule to meet PS commitments

Work closely with PS development during the research phase of PS projects for technical feasibility and quoting purposes

Provide developer support to eCopy Partners developing 3rd party connectors for eCopy Software

Build eCopy Partner software in house for testing upon request

Provide developer support to eCopy Cost Recovery Partners

Support all CAC customers (DOD, National Guard) with both pre-sales and post sales issues

Often brought into escalations on other teams within eCopy to assist with problem resolution on both a pre-sale and post sales basis

Able to effective manage multiple priorities concurrently

Senior Technical Support Engineer 10/06 – 11/07

eCopy, Inc Nashua, NH

Provide telephone and remote technical support for eCopy customers running eCopy ShareScan OP (a solution that utilizes a corporate copier/scanner to turn paper into a digital format which can then be emailed, faxed, stored in various Document Management Systems or databases, etc) and eCopy Desktop

Support Team SME (Subject Matter Expert) on Oracle, UNIX, SQL, LDAP / SMTP, Exchange, GroupWise, Livelink, Documentum

Cost Recovery Support Specialist for eCopy and third party vendor issues (Equitrac, Copitrak, Billback, nQueue, etc)

Point person for the Support Lab (29 servers) which consisted of building machines, domains, custom applications, DM’s, etc. Plan and execute backups (using Symantec Ghost), build, and update strategies, migration to Virtual Machine planning

On the Knowledge-base submission review committee. Create lab standards and document for stability. Mentor Jr. staff

Technical Support Engineer II 11/04 – 04/05

Omtool Ltd Andover, Ma

Provide technical and configuration support for Omtool Enterprise Faxing and DMS routing products (Genifax, Fax Sr. and Accuroute) by telephone and via remote access to clients’ servers, including Windows NT, 2000 Server, and 2003 Server

Support, troubleshoot and configure Genifax, Fax Sr., and Accuroute client products on MS Windows O/S’s, Active Directory / Exchange environments

Provide concise technical documentation for all resolved issues, as well as engineering escalations

Provide specialty support for clients on particular escalated issues that require further testing, logging, and bug reports in order to assist engineering in resolving unknown bugs, etc.

IT / LAN Operations Technician 11/02 – 09/04

Cigna Healthcare / First Consulting Group Hooksett, NH

Hired as a contractor for two year HIPAA software upgrade and roll-out plan

Duties include: NT / 2000 server administration, Active Directory administration, daily LAN operations, desktop PCs, voice equipment, and custom healthcare applications

Work with corporate engineering teams in planning software integration's / roll-outs, both with existing infrastructure and new environments

Perform daily Process Control and auditing duties, ensuring compliance with Cigna’s internal systems and security standards

Deploy systems in Cigna’s production environment HIPAA roll-out plan

Troubleshoot and repair server in hardware data-center

Relevant Skills

Proficient in various operating systems / platforms

Proficient in various computer hardware

Certified in A+, MCP, MCSE


Nashua Adult Learning Center GED

Completed some computer related college courses

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