Customer Service Engineer

EXPERIENCE A well-rounded professional systems engineer with over seven years of experience with a wide variety of enterprise level systems. A team oriented individual with excellent communication, analytical, and training skills. Skilled in developing and implementing standardization policies, procedures, and training documentation.

EMPLOYMENT Howrey LLP, Falls Church, VA/Los Angeles, CA

Application Support Engineer 09/08-03/11

Provide upper tier server and client side support for enterprise level software applications used firm-wide including complete systems administration and all levels of server and client side support.

Serve as lead support person for cost recovery (Billback), electronic document workflow management (GlobalScan), and enterprise talent management (viDesktop) software applications.

Responsible for customizing client enterprise talent management application data to meet the needs of the end users. Use T-SQL development skills to create regularly automated data feeds.

Provide end user support and superior customer service.

Authored detailed technical documentation and numerous knowledgebase articles, while assisting in building firm-wide knowledgebase.

ChoicePoint Government Services / i2 Inc., McLean, VA

Technical Support Analyst II 10/06-09/08

Provided outstanding technical customer support.

Assisted with projects to improve application knowledge.

Participated in professional development training activities to remain current with technology trends.

Knowledgeable of all government services products including: Fusion Centers, i2 Inc, iMapData, AutoTrack XP.

Provided outstanding customer service and technical support skills, in an integrated environment involving two separate entities assisting with daily customer inquests for technical support via e-mail and phone calls relating to various i2 software applications, such as Analyst’s Notebook, iBase, iBridge, TextChart, ChartReader, ChartExplorer, and iMapData’s web-based application.

Updated user account data, reset user passwords, and answered questions regarding site functionality.

Telarix, Vienna, VA

Client Services Analyst 04/05-09/06

Provided technical support to iXTools, Interconnect Business Optimization telecommunication clients, analyzing, troubleshooting, and responding to technical issues encountered.

Provided client management communication via email, telephone, and CRM ticket response email relating to iXTools issues.

Utilized SQL Agent Jobs to monitor, troubleshoot, and fix iXTools scheduled tasks and jobs.

Utilized Query Analyzer to identify and correct issues with production data and code.

Utilized SQL Profiler to troubleshoot and determine stored procedure code issues.

Determined nature and severity of issues, conveying information to appropriate individuals and departments for expedited resolution.

Hecht's/Macy's, Sterling, VA

Trainer 12/04-12/06

Provided training to all new associates.

Ensured new associates provided outstanding customer service by meeting customer needs.

Ensured all associates adhered to proper safety and hazard procedures.

Regularly walked sales floor after training to verifying training principles were utilized.

Provided outstanding customer service to internal and external customers.

CreateHope, Inc., Bethesda, MD

Junior Developer 06/03-11/04

Worked in a distributed team environment on various internal and external projects.

Assisted in the creation of end user training documentation presented to clients.

Utilized industry best practices analyzing business requirements, insuring solutions fit company architecture and infrastructure.

Update existing code in GivingStation, via ColdFusion.

Created new web portal functionality program components per feature enhancement requests.

Utilized T-SQL to run weekly and daily reports for external client portals.

Ensured data integrity of database providing support and maintenance of all client portals.

Resolved internal technical software updates and bug fix requests.

EDUCATION University of Redlands, Redlands, CA

Master of Science; Information Technology, March 2003

California Baptist University, Riverside, CA

Bachelor of Science; Information Systems, August 1999

SKILLS

Programming Languages

T-SQL, Oracle PL/SQL, HMTL, XML, ColdFusion, JavaScript, VB

Scripting Languages

DOS Scripting

RDBMS

Microsoft SQL Server 2000/2005/2008, Microsoft Access 2000/2003, Oracle 8i/9i/10g

Operating Systems

Windows Server 2000/2003/2008, Windows NT/95/98/200/XP/Vista/7

Development Tools

Microsoft Visual Studio 2003/2005/2008, SQL Server Management Studio 2005/2008

Application Servers

IIS, Apache

Software

Microsoft Project 2003/2007, Microsoft Office 2003/2007, Microsoft Publisher, Microsoft OneNote, Blackboard, Dreamweaver MX, Macromedia HomeSite, TightVNC Viewer, JAWS, ZoomText, Remedy, Heat, Siebel II, Pivotal,

EMC Infra, Analyst’s Notebook, Analyst’s Workstation, iBase, iBridge, TextChart, ChartReader, ChartExplorer, AutoTrackXP, LexisNexis, iMapData, eFax, Billback, GlobalScan, LiveNote, Kronos, Interwoven WorkSite, LogMeIn

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