Software Engineer IT
Resume:
Neva mcdaniel
Lago Vista, TX **645
************@*****.***
http://www.linkedin.com/in/nevamcdaniel
Professional Experience and Services
Information Technology
Expertise in the Information Technology Field from support to service
Special Projects – Such as planning, organization and execution
Customer Facing Situations – Support and service
Customer Support – Hardware and Software
Technical troubleshooting and support
Asset Management control
Software Training
Technical Writing
Scheduling
Professional experience
International Business Machines - 1998 / 2012 Austin, TX
Software Engineer
Troubleshooting and repair for hardware, software and peripheral equipment
Customer Service via Chat, Web Communities and other Social Media.
Administration of Windows and Lotus Notes and Outlook
Tester for installation and configuration of software
Cell phone Treo Support for all upper management
Customer Troubleshooting Face to Face
Configuration, installation of software
Software Asset Management Control
Support for Lotus Domino Servers
Annual hardware Inventory
Technical Writing
Special Projects
NetComm Online Communications - 1996 / 1998 San Jose, CA
Technical Lead
Team Lead – Customer Service / Technical Support – Customer Accounts
Development / Implementation of Call Center Escalation Procedures
Other administration duties for first line management
Managed a Sixty-Five (65) Seat Support Center
Created the support center schedule
Testing software and hardware
Hewlett Packard – 1996 Sunnyvale, CA
Customer Service Sales / Technical Support
Inbound Technical Customer Service Sales
Configure Network systems for accounts
Workstation to meet customer needs
Peripheral Products.
Education
University of Phoenix - Sacramento Sacramento, CA
Bachelor of Science – Information Technology in Web
1998 - 2002.
Tacoma Community College Tacoma, WA
Associate of Applied Science – Information Management Systems
Minor – Associate of Arts and Science.
1990 - 1995
Certifications / Achievements
IBM Certified Advanced System Administrator – Lotus Notes and Domino 8
IBM Certified Advanced System Administrator – Lotus Notes and Domino 6/7
Lotus-Sphere Project – Video Fest – 2011
A Convention involving Business Partners, Technical Personal and IBM Software Groups creating How-To and Instructional Videos for Administrators, Consults and Technical Support Communities.
Lotus Product Community Project
An Open Mic Community Project to demonstrate Lotus Products via online meetings.
Workstation Refresh Project
Received an award for project completion under budget and time restraints
Saved California ISO and IBM over $50,000
Outstanding Leadership Award – Windows 2000 Professional Migration
- Project completed under budget and within time constraints
Award – New Standardized Process – NetCom Communications
New process for Escalation Path – Help Desk Support Department – Customer Service / Second Level / Third Level Support
Volunteer work
Worked at an alcohol and drug treatment center helping patience that were unable to read
Taught English as a second language to Immigrants.
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