Engineer Manager

Tammey Hunter

**** ***** *** ****, *** **, Raleigh NC 27613

Cell: 919-***-**** - ******.*.******@*****.***

Summary

Analytical Technical Support Engineer, Consultant and Trainer with 20 years experience. Adept at resolving complex network, software issues, LMS Administrator Training and Consulting. Critical thinker who addresses issues quickly and who consistently exceeds performance standards.

Skills

Elearning support, (Learning Management Systems, LCMS, Scorm and AICC).

Microsoft SQL server

Micorosft Office 2003 +

Sharepoint Server

Microsoft Project

Virtual Software

Windows Server Administration 2008 +

Network Administration

Terminal Server

Citrix

Networking protocols/functions (e.g., HTTP, HTTPS, SSL, SMTP, DNS) + Cloud Infrastructure

Software debugging

Ecommerce

Salesforce CRM

Software Training and Implementation

Technical documentation

Quality Assurance

Software Consulting

Webex - Goto Meeting

SaaS

Experience

Senior LMS Consultant

February 2018 to June 2018

Peoplefluent

Raleigh, NC

Work with Project Manager to the scope of the project and define methodology during kick off call.

Gathered requirements based on use case.

Successfully followed project plan to meet budget, goals and milestones.

Onsite and Virtual Training daily.

Addressing functional and Technical Issues to resolution.

Created technical and functional documentation for internal team as well as for the customer base.

Worked with the customer through UAT testing on test site and production before going live.

Successfully met all go live dates for production.

Senior Technical Engineer

March 2015 to June 2017

BA Insight

Boston, MA

Responsible for customer product installations and upgrades

Troubleshoot and solve problems in real time, including software functionality; data communication/networking; OS and browser related issues.

Provide customer assistance with configuration and guidance based on customers use case.

Test Beta software before delivering to customers.

Track all case updates, customer correspondence through Salesforce CRM.

Provide daily updates to management identifying critical and escalated customers.

Create support to be used for troubleshooting, training and other areas s defined.’

Project Manager

March 2013 to March 2015

IBM

Durham, NC

Define scope of project in collaboration with senior management and stakeholders.

Determine objectives and measures upon which project will be evaluated upon completion.

Create detailed project plan to identify sequences of activities needed to successfully complete project.

Daily communication with stake holders to provide updated progress on project.

Determine resources to successfully complete projects based on time, budget, equipment and staffing internally and externally.

Review project schedule with senior management internally as well with customer Project Manager to monitor progress of project plan, milestones and hurdles.

Senior Technical Support Engineer/Professional Services

April 2001 to March 2013

IBM/KENEXA INC/OUTSTART INC.

Provide tier 3 software technical support.

Troubleshoot and solve user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting; installation problems and questions; and OS and browser-related issues.

Provide customer assistance with configuration issues and provide guidance and suggestions based on customers use case of software.

Manage software beta programs for various products releases.

Test software patches to deliver to customers.

Provide real time updates to customers to maintain daily communication. through proper CRM.

Accurately document all customer contacts, resolution steps, and gather customer feedback in order to enhance products and services.

Provide regular updates to management identifying critical and escalated customers.

Create support documentation to be used for troubleshooting, training, and other areas as defined.

Maintain support test/QA environment with new product installations and software upgrades.

Successfully ran customer implementations including installation, configuration and training.

Provided 24/7 monitoring and troubleshooting for hosted enterprise applications.

Quality Assurance.

Training onsite and virtually.

Managed Services (dev ops) On call rotation supporting hosted enterprise applications.

Education and Training

Information Technology

North Carolina Weslyan

Raleigh, NC

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