SUMMARY

IT professional with over 12 years experience supporting a variety of platforms and applications. Demonstrated record of success in desktop and server support, enterprise application implementation and support, network administration, software QA, and business analysis. Outstanding customer service skills resolving technical issues and educating end-users. Team player making significant contributions to team and corporate success, always looking for opportunities to further my knowledge and experience with new technologies.

• Operating Systems: DOS/WinXP/Vista/Win7
• Server Applications: NT/2000/2003, Exchange 2003, Active Directory, DoubleTake, Symantec Anti-Virus
• Email Applications: Outlook 97-2003, Eudora, Blackberry Enterprise Server, Lotus Notes
• Remote Applications: RDP, PC Anywhere, DameWare, Citrix, LogMeIn
• Backup Applications: Ghost, NTBackup, Veritas Backup Exec
• Microsoft Office Applications: MS Word, Excel, Access, Powerpoint, Publisher
• Desktop Publishing Applications: MS Publisher, Photoshop, Adobe PageMaker
• Additional Applications: MS Sharepoint, TAM (The Agency Manager), Connectwise PSA, SQL 2005, Visual Studio, Visio 2010, TAPIT, ImageRight DMS, tFile DMS

WORK HISTORY

May 2011-Nov 2011

Software Implementation Consultant
Confidential,

Provided business & technical consultation services for installation, configuration, and user support of ConnectWise PSA system. Accountable for each feature of system functionality, account setup and customization, pre-deployment testing, user training, and product documentation. Performed help desk duties as part of deployment testing. Acted as first line application support for Connectwise system, addressed user problems and acted as vendor liaison for escalated issues. Set up multiple service boards and dispatch practices for technicians and engineers, custom service templates for automatically recurring tickets, and documented workflow procedures for the Support Services Department.

Feb 2009-Apr 2011

Business Analyst to Confidential,

Performed intensive manual quality assurance testing and defect analysis for proprietary .Net policy processing web application for the Cincinnati Insurance Companies. Elicited requirements using interviews, document analysis, existing requirements documentation, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis. Critically evaluated information gathered from multiple sources, reconciled conflicts, and distinguished user requests from the underlying true needs. Acted as weekly build test manager on a rotating basis with other analysts, which involved scheduling, documenting, and assigning test criteria to the testing team. Created and maintained test cases and documentation on company Sharepoint site.

• Performed intensive comparative manual testing of several application iterations prior to go-live of a major version upgrade for 29 states and 6 lines of business for the Cincinnati Insurance Companies.
• Performed complex analysis of customer reported defects - which involved replication of defects in local and web-based applications, researching customer requirements, and communication and assignment to developers as necessary.
• Performed high-level and sweep testing for weekly software build(s).
• Trained new testers on the application and testing processes.

Apr 2002 -Feb 2009 Systems Administrator
Confidential,

Responsible for all IT related functions, such as network administration, user account management, NEC phone system management, enterprise application and desktop support, strategic and budget planning, mobile communications management (i.e. cell phones and Blackberry Enterprise services), Investigated new technologies. Created technical specifications, negotiated with vendors, and was responsible for all technology purchases. Worked closely with company partners, account managers, and sales and marketing professionals to increase productivity and metrics to measure performance. Performed all Applied Systems (The Agency Manager) database management and application support, and local Citrix administration. Trained new users in the agency CRM application, including P&C insurance terms, coverages, and procedures. Acted as first line support for all enterprise applications.

• Managed local portion of network, desktop, and data migration to HUB domain
• Worked with Property and Casualty Department Manager to create a comprehensive procedure and workflow manual for CSR use that resulted in more accurate reports and metrics.
• Negotiated vendor contracts that saved approximately $15,000 per year in office expenses
• Created a new commercial proposal template in the company’s agency management application that was under consideration for HUB-wide deployment.
• Acted as liaison for all outsourced services.
• Member of TAM User Groups (ASCNET, TAMI), acted as forum moderator in 2008-2009
• Obtained and maintain current Property and Casualty Insurance Producer License

Jan 1999 -Feb 2001Network Administrator
Confidential,

Responsible for installation, configuration, and maintenance of PCs, Macs, networking equipment, network operating systems, and desktop support for approx. 100 users. Trained users in MS Office applications and Windows usage. Duties included troubleshooting and resolving network and desktop issues as well as managing vendor contracts.

• Planned and managed installation of initial company LAN
• Installed and configured an Exchange server as the first company-wide email solution
• Integrated desktop pcs with legacy UNIX-based software application

Dec 1997 -Jan 1999 Network Technician
Confidential,

Administered and assisted in network design, implementation, and organization for a small community college. Diagnosed desktop and network problems; monitored underlying communication protocols and supported network hardware and software, maintained application data integrity and availability and performed training for the college faculty and staff in the use of new network applications.

EDUCATION
Coursework in Business Administration/MIS
Coursework in Business Administration/EDP