SUMMARY

• Over 12 years of experience in providing IT support and solutions in Content Management systems for clients in the Insurance, Power & Energy and Automobile Wholesaling industries.
• Started in the IT field as an application developer, created, implemented, maintained and supported content service and document management solutions for organizations in the finance, banking, and insurance industries.
• Extensive experience in the operations of large size insurance company specializing in the finance and commission accounting areas. Developed excel macros/applications that functioned for tracking workload of the team, performing financial analysis and commission accounting quality assurance.
• Motivated by opportunities to learn and apply new skills to creatively solve unfamiliar problems.
• Salesforce CRM administration
• Programming in VB6, VBA, VB .net, C# .net, ASP, ASP .net, SQL, FileNet Panagon and IDM components
• Filenet Content Management 4.5 administration, WebLogic application server
• Kofax Capture 7
• Microsoft Windows networking environment
• Expert level knowledge in Microsoft Excel
• Microsoft Access Database Application Development
• Working knowledge with Quillix Capture, Emptoris application on Confidential WebSphere, Telemate administration/reporting, Unix environment/directory structure navigations
• Beginner’s level knowledge in Android application structures
• Basic level of knowledge in Java programming
• Familiar with the Insurance industry, possessed the professional designation of FLMI (Fellow, Life Management Institute) issued by the Life Office Management Association (LOMA)
• Excellent verbal and written communications

TECHNICAL SKILLS

• Salesforce CRM
• FileNet: Content Services Administration eForm Designer
• Enterprise Manager
• Business Process Framework Explorer
• Microsoft: Visual Studio
• SQL Server® 2008 Management Studio
• SQL Server 7.0
• Microsoft Office Suite
• Excel
• Word
• PowerPoint
• Outlook
• Access
• ServiceNow ticketing system
• Google Docs
• Windows Admin Tools (for managing Active Directory user access privileges)
• Windows2000
• Windows XP
• Windows 7
• Windows 8
• WordPress
• XML NotePad
• MQ Visual Edit
• Lotus Notes
• Rational Clear Case
• Mercury QT

PROFESSIONAL EXPERIENCE

Confidential

Volunteer IT Consultant/Video Editor

Responsibilities:

• Providing assistance with I.T. consulting, video editing, Salesforce training and Salesforce administration and customization, Excel training, managing web site contents with WordPress
• Salesforce responsibilities include:
• User training: navigation, user personal settings, chatter usages, creating records.
• Manager users’ accounts: setup, update, assign profiles.
• Org - wide customizations: arranging tab orders for various apps, adding organization logo, custom hyperlinks, etc.
• Customizations: creating custom fields in various objects, Opportunity, Lead, Account, etc. per users requirements.
• Creating Workflow rules. Importing existing contact data from external database systems.

Confidential, San Francisco, California

IT Specialist

Responsibilities:

• Participated in production support teams to support clients in the Power-Energy industry and in the Automobile Wholesales and Financing industry in their FileNet Content Management environments (Ver 4.5 and 3.5). Resolved clients’ problems, based on priority.
• Performed root cause analysis/created root-cause analysis documents on system issues/outages, initiated research work based on minimal assistance and training from client.
• Provided recommendations for systems improvements, coordinated efforts from different teams to resolve production issues.
• Monitored workflow queues, trouble-shot and unlocked problem items in various workflow steps when necessary.
• Monitored document ingestion jobs, ensured various jobs ran successfully per their schedules.
• Created requirement, test plans documents for system enhancements.
• Created training and instructional documents for internal teams and clients
• Participated in coding, testing solutions and enhancements to business problems and systems upgrade projects.
• Conducted user system access audits and created ad hoc reports base on clients’ compliance requirements.
• Performed trouble-shooting, break-fixes, enhancement, and maintenance in Kofax Capture, Quillix 4, Emptoris, Telemate Administration/Development.

Confidential - California

Sr. Programmer Analyst

Responsibilities:

• Developed and maintained various FileNet Imaging related web and desktop applications with VB, ASP, C# .net, ASP .net. Provided second tier support and to the help desk team.
• Developed and implemented changes to Panagon Capture Settings and Capture paths to streamline processes and to fulfill new business needs.
• Developed and implement IDM desktop search query templates.
• Collaborated with the Change Management, DBA, Network Infrastructure teams in deploying and implementing enhancement releases of solutions.
• Provided recommendations to the Desktop Support team on the installation and configuration of FileNet applications on Windows workstations.

Confidential, San Rafael, California

Programmer Analyst

Responsibilities:

• Coached and supervised contractor team in the design and development of the upgrade (mainly in the Scan functions) of the imaging desktop applications.
• Provided user training and technical documentation for the new release of desktop imaging applications.
• Developed desktop imaging applications in VB 6.0, using FileNet Panagon and IDM programming controls, that process scan, index and commit images into the FileNet Image Service repository.
• Designed and developed daemon applications in VB 6.0 to properly route the documents to different directories based on the document type, monitors mission-critical processes and sends e-mail alerts to ensure proactive actions to be taken by support team and management teams if exceptions are encountered.
• Designed and developed the VB 6.0 application that connects to an Oracle database, retrieves specific agent’s policy records, calculates the present value of the agents’ renewal commissions, provides on-screen presentation of a commission buyback proposal and creates a proposal letter/report in Microsoft-Word. Collaborated with the Oracle DBA and a mainframe support contractor and developed scripts that download agents’ policy records weekly from the mainframe system and update related tables in the Oracle database.
• Incorporated third party controls, such as Video-soft flex grid and view controls, enabling more features for printing and displaying data. Upgraded the coding from VB 5.0 and SQL 6.5 to VB 6.0/SQL 7.0.

Confidential, San Rafael, California

Commission Accounting Analyst

Responsibilities:

• Developed excel macros/application, that significantly reduced manual efforts, to track workload of the team, perform financial analysis, commission accounting quality assurance.
• Created and maintained a MS-Access database application that calculates Agent loan amortizations and keeps track of Agent loans’ records.
• Utilized data extracted/exported from mainframe computer to run business reports.
• Provided user training and technical documentation for the new release of desktop imaging applications.