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Skills

  • Customer rapport
  • Website Maintenance
  • CISCO router management
  • Mail handling
  • 8 WPM typing speed
  • IP Forwarding proficient
  • Risk management
  • Written and oral communication
  • Marketing
  • Product templates

Work Experiences

  • Suggested technical feasibility solutions for new functional designs and options for improving technical object performance.
  • Provided ongoing maintenance and development of bug fixes and patch sets for existing web applications.
  • Created flow charts and diagrams to ensure that the production team met client deadlines.
  • Provided methodologies for developing object-oriented software and designing efficient databases.
  • Developed monitoring, investigation, and maintenance procedures and standards for the system.
  • More than 6 Computers Software executives had their schedules organized and updated by me.
  • Oversaw the service operations of technical support staff and assisted with maintenance advice.
  • Implemented company policies, technical procedures, and standards for data, report, and access integrity and security.
  • Coordinated the pre-planning of trips for Technical Support Executive's complex and frequently changing travel arrangements.
  • Used QuickBooks to create invoices, reports, and other deliverables on a monthly basis.

Summaries

  • Ambitious
  • Committed to providing outstanding customer service and generating repeat business.
  • IT instructor and trainer with more than 16 years of experience.
  • Focused on customer service
  • Software project manager who is well-organized and knowledgeable about the latest hardware and software technologies.
  • Looking for ways to improve various software packages.
  • Dedicated professional with over 15 years of experience developing method web applications.
  • Multilingual and extremely dedicated.
  • Bilingual software project manager with a strong work ethic.
  • Bilingual and highly collaborative.

Accomplishments

  • Analysis and Development: Resolved core issues through the redesign of the broker data model, data house-holding processes and daily round-trip database synchronization. Set new standards for virtually 100% code coverage, while piloting Oracle Designer.
  • Installation: Installed appropriate security patches to dissolve security vulnerabilities.
  • Directed proactive outreach to users facing recurring issues, reducing repeat ticket submissions by 47%.
  • Tracked project budgets continuously and resolved discrepancies before issues occurred, effectively saving over $13.
  • Program Injected IT architectural governance strategy into full project lifecycle through well-defined engagement points for infrastructure team, guidance, facilitation, contribution, impact assessments, and alignment reviews.
  • Maintained and managed ticket resolution within SLAs for 11 clients, achieving a 57% reduction in unresolved cases.
  • Product Development: Worked on scalability and optimization of production environment.
  • System Integration: Established compatibility with third party software products by developing program for modification and integration, decreasing costs by 18%.
  • Authored technical manuals for Jira, simplifying complex processes for both internal and external users.
  • Resolved product issue through consumer testing.

Affiliations

  • Society of Human Resource Management
  • Association of Virtualization & Cloud Professionals
  • International Council of Nurses
  • Certified Information Systems Security Professional (CISSP) Networking Group
  • Customer Service & Technical Support Professional Association
  • Microsoft Certified Professional Networking Group
  • Rotary International
  • Technology Services Industry Association (TSIA)
  • Association of Information Technology Professionals
  • Association for Computing Machinery (ACM)

Certifications

  • Certified ScrumMaster
  • Top Secret Security Clearance
  • Project Management Professional certification
  • Certified Software Support Specialist (CSSS) by Harbor & Co.
  • Certified Protection Officer (CPO)
  • Certified Incident Manager (CIM) by Harbor & Co.
  • Microsoft Certified Systems Engineer (MCSE)
  • CCSP Network Security
  • SHRM Certified Professional (SHRM-CP)
  • Certified Technology Support Technician (CTST) by Summit Group

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