Antoinette Russum-Hane

Newark, DE 302-***-****

www.linkedin.com/in/antoinette-maria-russum-hane

adj2yk@r.postjobfree.com

Summary

Offer extensive Tech Support, Active Directory, On/Off Boarding, Technical Training experience and recently acquired Full-Stack Software Development Training Knowledge. Education/Training -2020-2021

Code Differently-Part-Time Front End Software Development- HTML-5, CSS, JAVASCRIPT Java Academy Back-end, Full-Stack Training, Delaware Tech Community College 2017- 2020

• Eclipse IDE (Neon, Java Standard Edition API, J2EE, JDK), GitHub(repository),

• Maven (Software Development), Hibernate

• Intro to JavaScript, HTML, XML, Maven, Tomcat-Apache, Servlets, Spring Boot Framework, MVC

• Develop object-oriented Applications using principals of Encapsulation, Inheritance, Polymorphism, Data Abstraction, Interfaces, Array, Array Lists, Exception Handling and Debugging.

• Introduction to JavaFX (front end app development) Junit, Json and Design Patterns •

• MySQL database creation, manipulation, Data Integrity and queries using a CRUD & EMR database

• End-to-end Web/Server App-Design and Development. Temple University, Bachelor of Arts: & Completed 9 Graduate Credits- Sociology, Minor: History of Developing Nations, Urban Studies; Intensive Spanish Language Program – Mexico Employment

Delaware Division of Revenue 2019-Present

ISO/ ERP Systems Specialist

Office of Technology & Business Innovation

• IBM Cognos (V-11.1.2) BI Report & Functional Testing

• Provide Support for Legacy systems like Mainframe

• Assist in maintaining security for the information Systems by assigning user security codes, restrictions and accessibility of information to authorized users.

• Administer On/Off boarding process utilizing the following applications: Active Directory & Service Now.

• Coordinates with managers, technical staff, and contracted staff to assist in the following: troubleshoot and correct system errors and schedule system development, enhancement, testing, and implementation; initiates program maintenance requests and provides data requirements to technical staff throughout the design and programming phases of a project

Contracts

The Jace Solution/Robert Half & Innervisions 2018-2019 User Support and Desktop Installer

• Served as Team Lead for Workstation Installation team of 10 for City National and Capital One Banks:

• Relocated & Installed New/Old Workstations, Laptops, multiple monitors, docking stations, wireless printers, mouse & Keyboards, Power Cords. Managed Arm Assembly & Post-Installation team. Ark Solutions /Deloitte Consulting, New Castle, DE 6/2015-9/2016 DSS/ISU-Functional Tester/Help Desk Analyst II

• Provide Help Desk/UAT testing and training for the Delaware Eligibility Modernization Project (DEMP) Versions 3.0/3.1

• Analyze, trouble-shoot and answer questions accurately regarding the use and functions of the Delaware Assist Worker Web System

• Research, problem solve and provide timely responses to questions received via telephone calls, email, and faxes

• Provide administration functions (password re-sets, etc.)

• Document each user correspondence in “Help Desk Tracker System” Provide rotational support for Release 3 implementation; ensured users with new system functionality Experis/ JPMorgan Chase, Wilmington, DE 11/2014-4/2015 Document Research and Retrieval Rep

• Accessed the mentioned applications to retrieve missing customer documents for archival documentation within the Credit Card Lending Services Dept.

• Apps used: File Net, First Watch Intelligence Credit, Financial Services Desktop, I-Vault TCM/Computer Sciences Corporation, Newark, DE 8/2014-11/2014 IT / RMS Workflow Coordinator

• Researched various information about incoming IT tickets to route them to the appropriate service teams in a timely manner to prevent breach of Service Level Agreements Resolved Duplicate Incident/tickets & Escalated High Priority Incidents. Apps used: WM Ware Player, HP Service Manager, SIS Quick, SNAP, Lotus Notes 8.5, Same Time IM system CAI-Ameri-Health Caritas, Newark, DE 9/2013-8/2014 Help Desk Analyst ll

• Provided tier 1 technical support for Ameri-Health staff in an inbound call center supporting: Citrix Virtual Desktop, Active Directory, ITSM/Heat Service Management Ticket System, APT Timekeeper, Client Letter (SQL Plus), PeopleSoft, Care Connect, Encoder -Pro, EXP, TriZetto Exchange Management Console tool (EMC), Avaya Phone system, iPhone, Android & BlackBerry Smartphone Mobile Pass installation.

• Remote desktop management, Desktop/laptop OS imaging and deployment experience, Macintosh OS/iOS and Android experience.

• Provisioned, New, Transfer and R-hire Staff Security access accounts (On-boarding)

• For: Active Directory, I-Health, Jiva, Client Letter, Sir, NPI-Xwalk

• End User Account Provisioning, Active Directory Onboarding CAI-DuPont (DPP), Wilmington, DE 3/2011-9/2013

MS Suite Webinar / Remote Trainer & Change Management Technical Support

• Hosted Face to face Training, Created Self-Paced LMS (Learning Management System) Modules, Webinars, & Online training for DuPont staff transition from Lotus Notes 8.5 to Microsoft Office 360, 2010 Ribbon environment, PowerPoint, Excel, Outlook, Lync and SharePoint/InfoPath.

• SPOC for DuPont (DPP) management use of MS Office 2010 applications

• Provided training for the staff, and scheduled video Tele-Presence sessions on the globally networked/ secured IP /SIP based Tandberg/Cisco video conferencing system

• Provided Technical Support, training and Windows 7/C-Pass Deployment for the DPP computer labs at the Experimental Station plants and served as the Lead on the Tandberg Video Equipment.

• Remote desktop management, Desktop/laptop OS imaging and deployment experience, Macintosh OS/iOS and Android experience.

• Provided PC-Refresh for Windows 7 support to DuPont Performance Polymer users

• Received several customer service recognition awards including one from the Executive VP. Comcast, Newark, DE

Help Desk Advance Products Group CAE

• Responded to inbound Technical Support issues in a call center (Broadband high-speed Internet modem, wireless routers and Wi-Fi, Networking, Home Theatre systems, Land, Voice and Email, Fiber-optic and Telecommunication cable connections as well as online streaming issues) Troubleshoot LAN, WAN, IP issues, sales, billing and ticket documentation

• Educated customers to prevent future service issues, escalated calls, offer great customer service and reduce

• truck rolls

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