Technical Support Manager

Janet Bishara

Software Engineer

Highlights:

Over 14 years of experience in Infrastructure Support, Programming, Web Designing, Data Management, Project Management, Technical Support, Network Admin and Graphic Design.

Microsoft Certified Application Developer, ORACLE, SQL, C#, JAVA, SharePoint, Data Base.

Experience working with retail, distribution, software developers and management companies.

Work Experience:

November 2016 till Current

H&R Block, Bridgeview, IL

Office Manager and Web Developer:

-Software & Application used: QuickBooks, Microsoft Office, FrontPage, ASP, SQL and JavaScript.

-Maintains office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions.

-Provides historical reference by defining procedures for protection, retrieval, transfer, and disposal of records.

-Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.

-Completes operational requirements by scheduling and assigning employees; following up on work results.

-Keeps management informed by reviewing and analyzing special reports; summarizing information

-Maintains office staff by recruiting, selecting, orienting, and training employees.

-Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results

-Managing all network connections and hardware problems.

-Managing technical support for software, hardware, data management, network and security systems (Server and client ends).

-Designing and developing the website as well as updating and maintaining

May 2016 till July 2016

Brandenburg Company, Elmhurst, IL (Part Time)

SharePoint Administrator:

-Software & Application used: SharePoint 2013,Visual Studio C# .Net, HTML5, CSS3, ASP.net, SQL, JQuery and JavaScript.

-Design and manage end-to-end integration of new or existing systems, as well as provide technical guidance and support.

-Assignment of proper permission levels for all users of the site as well as configuring anonymous access if required.

-Administrating the company website by adding and modifying forms and webpages

-Modification and administration to SharePoint and internal Web applications

August 2014 till December 2015

Barnes & Noble College, Home Office, Basking Ridge, NJ

Infrastructure Support Specialist:

-Software & Application used: AJB, BNNY, Visual Basic, SQL, Microsoft Access, SharePoint 2010, HTML, CSS, ASP and JavaScript.

-Project Manager for AJB migration (from NJ Home Office to Atlanta) and upgrade (to Server 2008).

-Responsible for the AJB servers (Polling, Settlement, Authorization), Sitescope, Sapient.

-Monitoring NSB application servers, BNNY application servers

-Evaluate and recommend necessary changes in performance tuning, infrastructure design, monitoring & recommend proposed physical and logical designs.

-Modification and administration to SharePoint and internal Web applications

-Support & install applications for system production within IT infrastructure and test to ensure maximum support through applying best practices to minimal downtime as well as disruption.

-Analyze problems, test, maintain, modify, integrate, monitor and ensure to automate software systems.

-Conduct long term strategic plans of IT infrastructure plus operational aspects of application execution.

-Practice network asset management, including maintenance of network component inventory, life cycle management and related documentation.

-Provides ownership of problem thru final resolution and participate actively in multiple work groups.

-Provide general framework plus environment to assist application developers and maintain activities.

-Keeping track of the infrastructure assets and data security.

-Designing and documenting infrastructure processes, procedures and standards.

-Maintaining appropriate records of time spent, actions taken and item status to facilitate management, future problem resolution and to keep users informed of progress.

-Coordinate between users & colleagues regarding escalated issues & to agree upon courses of action and priorities.

-Undertaking additional duties as required by the CIO and Infrastructure Director.

-Excellent knowledge of current protocols and standards, including Active Directory, Group Policies, MS Exchange, Core Switching/Routing, SSL/IPSec, SAN, Virtualization, Business Continuity, Disaster Recovery, network cabling, telephony systems, Visual basic(VB), Troubleshooting hardware such as servers, routers, bridges, switches, hubs, modems, network interface cards, etc.

January 2014 to July 2014

Opti-Pak Company (Newark, NJ)

IT Manager:

-Software & Application used: QuickBooks, SharePoint 2010, Exchange server, Microsoft Server, VMware, FTP, HTML, SQL, ASP and JavaScript

-Server Admin for internet, mail, backup and applications servers.

-Integrating with Data Centers and Servers as well as troubleshooting issues.

-Managing all network connections and hardware problems.

-Managing technical support for software, hardware, data management, network and security systems (Server and client ends).

-Graphic Designer: Designing products logos and packaging.

-Senior product developing: Managing PO’s and PI’s and administrating the QuickBooks system.

January 2007 till July 2013

TVET program, Cairo, Egypt

IT Manager and Data Management Specialist:

-Software & Application used: SharePoint 2003, SharePoint 2005, Visual Basic, Microsoft Access, SQL, Adobe Photoshop, Publisher, Visual Studio, ASP, HTML, CSS and JavaScript

-Server Admin for internet, mail, backup and application software servers.

-Perform daily tape backup, monitor batch jobs and take action when needed.

-Responsible for server and client ends problem solving using remote access or over the phone.

-Network, hardware and software troubleshooting.

-Manage branches (10 branches) and its network.

-Website administration, identifying, creating, editing, and publishing contents.

-Ensure that all information published in the web site by the different technical units is entered according to the convention of the PMU and TA management.

-Propose and introduce procedures and control steps to handle and ensure the data entry and generation of the web site for the project.

-Reports regularly on the implementation progress.

-Prepare status reports to the PMU regarding the database, network and the project Web Site.

-Maintain the database application.

-Ensure that all documents are entered properly in the MIS.

-Assisting the PMU and ETPs in developing reporting tools that are acceptable to the MIS.

-Cooperate with the M&E, PMU Planning department to develop the data as needed.

August 2001 till December 2006

Egypto-Soft Software House, Cairo, Egypt

Senior Analyst Developer:

-Software & Application used: Oracle Developer, Toad, Visual Studio.Net using C#, Adobe Photoshop, Dreamweaver, Flash, Microsoft Access, SQL, HTML, CSS, ASP and JavaScript.

-Technical Support for windows and web applications with international travel agents and hotels by direct way (Face to face or Phone and in some cases travel to them) and indirect way.

Oracle Developing Projects:

-System analyses, Design, Developing for ETATOS (Electronic Travel Agents and Tour Operator System). A complete travel agents system (Travel Agencies Programs, Transportation, Reservation Center…. ETC.)

-System analyses, Design, Developing for PMS (Pharmacy Management System). Complete pharmacies system (Sales, Stock Control, Medical Insurance, Banking, checks, Payroll).

Web Designing:

- Stella Di Mare Hotel www.stelladimare.com

- Egypto-Soft www.egypto-soft.com

- Visit Sharm www.visitsharm.com

Technical Support:

-Supporting and updating the web sites according to customer requirements and support email accounts problems that may occur in case of corruptions found in the customer’s application or in the server application.

-Supporting windows applications developed by Oracle Developer.

Education:

B.Sc. Computer, Information Systems & Management sciences July.2001

Sadat Academy for Management Sciences, Cairo – Egypt.

Graduation Project: Design Of An Electronic Virtual Reality Real-Estate Business Applied on El Hayah Residence El Sherouk (Web Site).

Degree: Excellent (200/200) A+

Certificates & Trainings:

MCSD 2016 (Programming in HTML5 with JavaScript and CSS3 Developing ASP.net MVC 4 Web Application)

MCAD (Microsoft Certified Application Developer) for Microsoft .NET C# Certification

ORACLE Developer 6/6i, Oracle Data Base

SQL / PLSQL

Visual Basic 5.0

ASP Classic, ASP.net, HTML5, XML, CSS3, Object Oriented language using Visual Studio

JavaScript Language

JQuery

Virtual Reality Tools (Panorama Builder)

Microsoft SharePoint 2013

Macromedia Dreamweaver MX - Microsoft Front Page, Macromedia Flash MX

Adobe Photoshop

Microsoft Windows Desktop Support

Data Base Applications

Microsoft Access

Languages Speaking Reading Writing

Arabic Mother Tongue Mother Tongue Mother Tongue

English Excellent Excellent Excellent

https://www.linkedin.com/in/Janetbishara

References and certificates are available upon request.

Thank you for your consideration and looking forward for your feedback.

Sincerely,

Janet Bishara

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