Technical Support Software

Michelle Raab

.**********@*****.*** 267-***-**** 267-***-****

Professional Biography:

Programmer and IT/Software Specialist with over seven years of experience in developing customized code and software, building reports, and providing IT infrastructure, software and technical support. Competitive database management and development skills with a thorough understanding of SQL and Sybase.

Education:

Drexel University, Philadelphia, PA

B.S. in Computer Science, 2013

Minor in Mathematics

Pensacola Christian College, Pensacola, FL

3 years coursework completed in Elementary Education,1998- 2002

Minor in English

Work Experience:

Tech Support/Software Specialist Contractor Philadelphia, PA July 2014-Present

On site tech support and deployments, workstation/ SQL Server database builds, server and workstation refresh and setup (including Windows 7 and 10) script and custom programming (JavaScript, HTML, CSS, C++, Python) wiping devices, and PC hardware/software repairs and connectivity. Usage of Active Directory (handling group policy, password resets and security issues. Resolution of hardware/software issues. Currently working with the following agencies/ contractors:

AT&T, Cricket Cellular,UBS, Freedom Mortgage,Morgan Stanley and JP Morgan Chase (via Peak Systems contractor)

Richmond Computer (incident and error logs, Office 365/Outlook, desktop/remote support for local nonprofit and law firm)

Hilton hotel chains (via Smartsource, Inc. and Insight Global)

Technical support and development, including application builds, for company produced

software [Portico and TruEdit] and full Adobe suite [Digital Publishing, InDesign, Photoshop,

.Fireworks] (via Managing Editor, Inc.)

SPRIG Technical Services (Self Employed), Philadelphia, PA 2008- 2014

PT Technical Repair Technician/IT Infrastructure

• Contracted repair and networking for various small businesses in Philadelphia area, as well as larger companies (UC Science Center, law firms, and IT consulting partners).

*Key contracts under SPRIG starred and listed below*

*Philadelphia Orchestra, Philadelphia, PA

Service Desk Analyst/ Database Programmer December- January 2014

Description: Confidential

• Developed reports in SSRS based on stored procedures and data in Infomaker and SQL Server.

• Implemented changes in reports for help desk ticketing system and incident tracker in Footprints and Tessitura when needed. Handled incoming tech support calls for troubleshooting and database updates.

* EHS Technologies, Philadelphia, PA

Programmer August -October 2013

Description: Confidential

• Created a tracking database implemented across five platforms for Naval Sea Systems Command (NAVSEA) client .

• Designed overall layout of reports and forms associated with database for individual platforms using Access 2010 and 2013, and Excel 2010, Visio

• Incorporated new information by building queries, relying on usage of VBA/SQL languages.

• Merged and inner joined tables and elements to create a workable master platform

VM Ware, Philadelphia, PA

Outsourced Contractor- Security Programming, Decryption 2008- December 2012

Programming and debugging security software, marshalling middleware platforms in C++

Description: Detected and eliminated virtualization discrepancies (moves from C++ server to VM’s: MS Hyper -V) and consistently remapped code breakpoints. Also used secure C++ coding to prevent buffer overflows, and double free attacks.

●Regularly tested and developed firewalls for C++ (.Net managed TCP/IP classes) and Linux IDE, improving upon anti- hacker methodology .

Spring Garden Academy, Philadelphia, PA

Teacher September 2006-2008

Assistant Teacher for Pre-K/ head teacher in providing foundational reading, writing and mathematical skills to children. Regularly planned field trips and other recreational activities to supplement learning experience. Provided safe and nurturing environment for all students.

Taught basic computer skills/technology fundamentals to kindergarten students in accordance with Pennsylvania state standards.

Current industry certifications: A+, Network+

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