Software Support
Resume:
Chant'e Gainey
Sugar Hill, GA 30518
678-***-***** cell
**************@*****.***
EDUCATION:
**** ********** **** / *******
**** - ** *.*.*.C. / Specialty training and courses.
1999 Florence - Darlington Tech.
2011 System Center 2012- SCCM, SCAP, DPM
2013 CompTIA A+, .NET
2014 Walden University- BS Degree Information Technology [Online-Enrolled]
PROFESSIONAL EXPERIENCE:
2014 - Halski Systems LLC.
Systems Admin/ Help Desk
. Thorough knowledge of information technology industry particularly
Active Directory, AS/400, Microsoft Exchange and Microsoft
infrastructure management and VMware.
. Experience with multiple backup systems.
. Network troubleshooting experience (TCP/IP, DNS, DHCP)
. Solid understanding of Windows 2008/2012 R2 Server
. Solid understanding of Microsoft Exchange 2010
. Superior organizational skills and precise attention to detail.
. Experience working in a small environment (Less than 100 servers / 100
PCs), responsible for daily desktop/server operations / administration
tasks.
. Proficient Hands-on experience with virtualization technology and
architecture.
. Set up and utilize VDI, RDP and Citrix-based terminal sessions.
. Provide inbound/outbound technical phone support to clients.
2013 - 2014 Horizon Software, LLC. [5 Month Contract]
Software Support Analyst/ DBA
. Provide inbound/outbound call software support for nationwide K-12
clients.
. Responsible for installing the SQL Server database instances in all
environments including but not limited to development, QA and
Production.
. Responsible for supporting the SQL Server databases and ensuring
their performance, availability and security.
. Responsible for ensuring availability and performance of the
databases that support the system.
. Work with the team to ensure that the associated hardware resources
allocated to the databases and to ensure high availability and optimum
performance.
. To pro-actively monitor the database systems to ensure secure
services with minimum downtime.*
. Responsible for providing trend analysis to the service management
team to enable them to make informed decisions regarding resource
management.
. Responsible for improvement and maintenance of the databases to
include Deployments and upgrades.
. Responsible for implementation and release of database changes as
submitted by the development team.
. Responsible for security and non-security patches based on company
approved maintenance schedules
. Remote into client's computers and servers to assist callers with
troubleshooting technical issue involving software installs or
downloads.
. Perform mainframe DB2 DBA activities in an efficient manner including
collaborating with other teams for, planning and testing with other
departments, reporting problems and recommending remediation measures
. Document and perform system upgrades, application updates, and define
monitoring requirements based on customer needs
. Configure software instance listening ports for software installation
onto server.
. Implement security and data protection configurations on client's
servers.
. Reinitializing workstations and Line machines; Run NetSet Up on
workstation clients.
. Restore, backup and install databases in Microsoft SQL Server
Management.
. Run beta testing on software; Test command scripts/ queries.
. Utilize SharePoint to keep track project progress.
. Responsible for responding to support escalations which involve
troubleshooting complex technical problems and resolving
data/configuration issues within defined service level objectives
. Run SQL scripts to resolve errors; Write query for databases.
. Assist clients with portal login issues and technical guidance.
. Create and/or modify user access and accounts.
. Maintained and Utilizes ticketing software to record issues and
resolutions.
2009-2013 Mid-America Consulting
Network Engineer / Administrator
. Utilized A+, .Net and Java upgrades implementation. Managed design and
implementation of Referral Valet website.
. Full server migrations and ring setups.
. Maintained and Utilized Cynergy ticketing software to record issues
and resolutions.
. Referral Valet website administrator; managed through CMS.
. Answer incoming calls and provided software resolution and problem
inquiries regarding problems with internal computer systems and Web
Site.
. Participated in 2 life full cycles with lead team for new development
implementation.
. Developed and ran various Mid to Upper management reports and usage
logs which reflect help desk support usage and other related
information.
. Ran queries in SQL Management Studio to troubleshoot software and
database issues.
. Provided support as needed through user acceptance phases and post-
production cycle of Referral Valet product.
. Managed sale and implementation of Provider Gateway software
throughout various counties in Ohio.
. Direct interface with development team to interpret design
requirements.
. Conducted user training on-site/on-line and support as needed during
various implementation stages.
2007 - 2009 Group Cleveland Network
Engineer / Administrator
. Answer incoming calls and provided software resolution and problem
inquiries regarding problems with internal computer systems and Web
Site.
. Maintained and Utilizes ticketing software to record issues and
resolutions.
. Managed website content with CMS to keep with current products and
promotions.
. Determined appropriate areas to purchase ad-space.
. Planned and implemented marketing strategy and campaigns on an ad hoc
basis.
. Hired, trained, and managed two marketers to participate and
contribute to U.S. marketing strategy while conducting daily duties.
. Direct interface with development team to interpret design
requirements.
. Conducted user training on-site/on-line and support as needed during
various implementation stages.
. Studied monthly web analytics via Google web tools to determine future
participation/promotions with outside sources, evaluate bounce rates,
evaluate correlation between percentage of new/returning visitors.
2006 -2007 Children's Healthcare of Atlanta [Part time]
Technical Support
. Maintained and Utilized Cynergy ticketing software to record issues
and resolutions.
. Referral Valet website administrator; managed through CMS.
. Answer incoming calls and provided software resolution and problem
inquiries regarding problems with internal computer systems and Web
Site.
2005 - 2009 Equity Loans, LLC
Technical Support
. Studied monthly web analytics via Google web tools to determine future
participation/promotions with outside sources, evaluate bounce rates,
evaluate correlation between percentage of new/returning visitors.
. Managed website content to keep with current products and promotions.
. Implemented and managed security measures on internal LAN;
Troubleshoot any errors and problems that on software related issues.
. Responsible for increase to overall productivity of marketing
department in U.S.; Average marketing contribution 30 percentage of
sales.
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