Freelance I.T. Professional
Resume:
Wendell Joly
*******@*****.***
EDUCATION:
Fordham University-Bronx, NY 08/2011
Bachelor of Arts in Information Science
Certification: Lean Six Sigma Yellow Belt
Operating Systems: Windows XP/Vista/7/8/10, MAC OSX, Various Linux Platforms, Android, Windows Server 12 R2
Familiar Aplications, Known Programing Languages, & Procedures: Microsoft Office 03- 16, Office365, Windows Deployment Services (WDS), Vmware 6.0, SSMS Google Apps, WebEx, Office 365, HTML, Java, Java Script, C++, Perl, Hudl, Adobe Suite, Teamviewer, TurboMeeting, Final Cut Pro, Spiceworks, SSMS, Salesforce, Jira, Zoom, Agile, Six Sigma Hardware: PC/MAC, Various Servers, Tablets, Smartphones, HDR Cameras, Fender P80 Passport, Cabling, StorTrends Storage
PROFESSIONAL WORK EXPERIENCE:
Practicing Law Institute, New York, NY 06/2019 - 6/2020 IT Business Analyst
• Conducted requirements-gathering, impact analysis and document business processes, user stories, functional requirements, and others as needed.
• Investigate, analyze and prioritize activities to support PLI business operations including PLI’s website and business applications.
• Coordinated with multiple departments in order to ensure support request are addressed in a timely fashion that keeps internal users informed about the tickets progress and resolution, and following ups.
• Managed application enhancements request and issues, ensuring that items are addressed or where priorities can change daily.
• Conducted quality assurance with Behavior Driven Development approach to validate working/viable software. Performed regression testing, and participated in integration testing and User Acceptance Testing.
• Documented business processes, defects and application support resolutions.
• Coordinated directly with the DevOps team to support continuous delivery of updates
• Coordinated with third party vendors to provide software solutions.
• Provided training to our customer service team, improving efficiency of support for our customers.
• Managed all IT tickets for both Multimedia, BAQA, and DBA departments, providing level 2 support for all product related issues
• Conducted weekly meetings with management, providing them updates on weekly performance Charlotte County Board of County Commissioners, Port Charlotte, FL 11/2017 - 01/2019 IT Business Analyst
• Created and deployed feedback mechanisms for end users. Analyzed results, made recommendations for support processes improvements, and implemented changes.
• Clarified, updated and improved business processes impacted by any change to a departmental process or software implementation
• Evaluated documented resolutions and analyzed trends for ways to prevent repeated future problems
• Conducted research into software application products and services in support of development and purchasing efforts
• Provided support for the testing of new and existing software applications under development or consideration for purchase.
• Fielded incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Communicated application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• Prioritized, scheduled and administered all instances where enhancements and defect resolution are required.
• Maintained and enhanced performance of all new and existing software and applications across the organization.
• Identified and learned appropriate software applications used and supported by the organization.
• Coordinated with department heads to assess departmental applications training needs and objectives.
• Participated in design, development, and delivery of software applications, training programs, and individual classes
• Performed preventative maintenance including the installation of service packs, patches, hot fixes, etc.
• Applied diagnostic utilities to aid in troubleshooting.
• Coordinated support with third-party vendors
• Managed request, projects, technical documents, and all IT needs for a variety of different departments American MegaTrends INC/StorTrends, Atlanta, GA 09/2015 - 05/2017 Sales & Support Engineer
• Provided support and knowledge of our products to all StorTrends direct customers during business and after hours
• Used Perl, Java, and Javascript to manipulate our software in order to meet our client’s requirements
• Instructed/provided our clients with best practice guilds to insure confidence while using our various utilities through the use of Webex and Turbomeeting (VMware, HyperV, Microsoft SQL)
• Updated best practice guides, which instructing users on implementing steps to make their applications compatible with StorTrends products
• Scheduled and assisted with system updates to ensure optimal performance of StorTrends Products
• Conducted seminars introducing potential clients to StorTrends products
• Customer Support Technician
• Provided Weekly Reports for the customer support and testing performed during the work week
• Kept the knowledge database updated with known issues to assist other customer support issues
• Recreated customer issues within our testing environment, allowing development engineers to create more permanent solutions
• Entered and tracked all replacement equipment for our clients for failed components and applications in the field
• Traveled to customer sites to install, configure, or resolve any StorTrends products and issues
• Trained and supported all clients during pre- and post-installation phases. Freelance I.T. Professional, NYC (All Boroughs) 09/2011 - 09/2015
• Obtained contracts with Midwood High School Football, A&E Networks, Merrill Lynch/ Bank of America, and Eurasia group, Fortress Investment, HSBC, Witness, Wells Fargo, 3D Datacomm, Pro4ia Inc, and Witness through staffing agencies and self-efforts
• Managed website by updating content through various coding languages (HTML, Java, Javascript, Perl)
• Hardware/software setup and imaging (Adobe, Microsoft Office, VMware, Printers, Scanners)
• Trouble shooting various software/hardware (Printers, PC’s, Projectors, Microsoft Office Suite, Apple and Android products)
• Assisted with company-wide moves, transferring/mirroring technical hardware to new company sites
• Maintained technical environments (VMware, Windows, Mac OSX) during various projects, allowing technical administrators to work freely on their task
• Configured virtual servers with VMware vSphere in order to provide multiple virtual hardware platforms
• Retired old hardware such as network and telecom equipment, servers and workstations
• Identified and diagnosed the lifespan of various servers and hard drives
• Disassemble an assortment of servers (ranging from the Sun Ultra 5 to IBM HS20 blade server)
• Maintain strict documentation of all actions in order to insure the performance of high security data centers
• Provided service in troubleshooting hardware and network connectivity. Enero Group, New York, NY 08/2013 - 02/2014
IT Helpdesk Coordinator
• US IT contact for Enero, working with multiple companies including Hotwire PR and Frank PR, and Naked Communications
• Managed 100+ stations in a diverse OS environment (MAC and PC) through the use of Active Directory and VMware 5.5
• Maintained multiple HP Servers, ensuring strict company standards
• Conducted monthly system maintenance and patching to ensure a secure infrastructure
• Managed and maintained Microsoft Office 365 as well as provided exchange level support
• Replaced and retired all old hardware such as network and telecom equipment, servers and workstations in the U.S
• Document and post technical guides for IT processes
• Lead and facilitated new user IT orientation to ensure smooth onboarding
• Provided helpdesk and desktop tier I and II 24/7 user support for over 300 users in global locations
• Reviewed vendor contracts and researched more modern technologies that benefited the company financially. ACCOLADES:
VARSITY FOOTBALL STUDENT-ATHLETE 08/2007 - 11/2010 Fordham University
• Achieved Four Year Varsity Letterman
• Helped contribute to 2007 Patriot League Championship by maintaining and solidifying special teams
• Dedicated 40+ hours a week to film study, weight training, conditioning, practice, competition, travel and games
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