Areas of Knowledge

Industries
Telecommunications, PEO, Manufacturing, Software, Insurance, Property Management, Construction, Digital Security

Specialties
Process reengineering, DBA, QA, SOP documentation, one-on-one training, SLA management, IT operations, Six Sigma, data/voice/network monitoring, event management, incident coordination, project management, MS Access

Applications
MS Word, MS Visio, Advanced MS Excel, MS Project, MS Publisher, MS Power Point, MS Outlook, MS Front Page, MS Access, Ghost, VBA/SQL, Novice Exchange, SharePoint Administration, Veritas, Adobe Suites, Website Development, Novice AD, Terminal Services, Citrix, PC Anywhere, VNC, PDA Software, Sysprep, Cisco Call Manager / UNITY, SNMPc, CACTI, RD, HTML, Mozilla Firefox, MS Internet Explorer

Strong background in IT operations and developing custom MS Access database solutions specific to industry, process reengineering, technical training, and website development. Diverse background in global customer support. Step by step developing, designing, editing, and formatting SOP documentation(Including a Six Sigma Black Belt in Project Management and Green Belt in Process Reengineering). Experienced in developing new business processes, and one-on-one training. Excellent leadership, organizational, and interpersonal skills, detailed and multi-task oriented, strong analytical and problem solving aptitude.

Professional Career Experience

June 2010 – November 2012 Confidential Houston, TX
NOC Engineer

• Global customer support monitoring circuits (data/voice), switches/routers/APS
• Process IPT Phone configuration requests adds/changes (Cisco Call Manager / Unity)
• Maintained highly aggressive service levels and acted as the single point of contact for incidents related to core application and infrastructure availability
• Assisted in provisioning for customer turn-ups and discos
• Event management for outages, network service affecting issues, and network maintenance

January 2009 – July 2009 Confidential Georgetown, TX
Data Analyst

• Performed complex data analysis in support of ad-hoc and standing customer requests with strong SLA requirements
• Develop programs and methodologies for analyzing and presenting internal and external data
• Administration, development, and support of database applications and analytical tools: evaluate data quality, applications, and functions, produce output, maintain operation
• Research new data sources and analytical tools; contribute to new product development and improvement in product delivery and process reengineering

July 2007 – October 2008 Confidential Austin, TX
ASC Data Analyst

• Supported a large customer base of exclusive and independent insurance agents nation wide
• Daily analysis of insurance production transactions, windows environmental configurations, and light operational support for external agents. Six Sigma certified in Process Reengineering and Project Management (Black Belt).
• Application Support: ADE Dashboard, Image Center, E-CMS, OPRAH, CICS, Windows OS, Internet Explorer, and Web-mail

December2006 – April 2007 Confidential Austin, TX
(Contractor) MIS Analyst / IT Operations

• Supported 100+ users which included senior level management, application engineers, program developers, human resources, marketing, and technical analyst teams in a professional and high demand environment.
• Daily Imaging of laptops and desktops, disaster recovery, IP phone management, network printer support, and user management through Server 2003
• Application Support: Secure Client VPN, Connected Back, MS Office, FTP Server (Customer facing), File/Print Server, Frontpage, and Sharepoint.
• Inventory Management, IT Purchasing, Vendor Relations, Video Conferencing Support, and RAID Support.

November 2005 – December2006 Confidential Round Rock, TX
(Contractor-Dell) Operations and Program Lead

• Worked closely with end-users / developers / programmers and management to gather information to create and modify new business processes and training documentation.
• Developed an internal website for information on demand and efficient resource extraction. Website included documentation to assist in investigation and resolution for Dell specific technologies and various help desk operations (Account management, applications support, high severity operational processes – ECC/CCC)
• Created internal knowledge database to include help files for agents to access in supporting technical issues across multiple disparate organizations globally located in North America, Latin America, Europe, and India
• Performed on board training, shadowing, and performance analysis
• Worked closely with the IT department scheduling backups, systems maintenance and disaster recovery to ensure maximum availability for global infrastructure
• Maintained highly aggressive service levels and acted as the single point of contact for incidents related to core application and infrastructure availability, on-boarding of outsourcers, and a wide variety of internal applications
• Created monitoring scripts and designed availability reports to pro actively identify potential problems

December 2002 – September 2005 Confidential Houston, TX
DBA / Manager in Business Development

• Developed sales database providing high visibility to lead tracking, vertical marketing, order management, and install scheduling
• Project manager for PEO FUTA/FICA venture. Managed end-to-end business operations for lead initiation, systems analysis, form generation, IRS relations, and business development.
• MS Access reporting, module / query design and creation, data mining, relationships, raw data design/manipulation, forms, and macros.
• Designed and implemented custom inventory management database for manufacturing company including order tracking and general accounting.
• Deployed various multiple websites from static informational to semi-dynamic composition specific to industry (Telecommunications, Landscaping, Mortgage, IT Support, and Manufacturing)

December 2003– July 2004 Confidential Houston, TX
(Contractor) Network and Systems Administrator

• Face-to-face end-user support for proprietary applications to ensure maximum availability in fast paced environment
• Network administration for 30+ workstations – LAN management, TCP/IP, DHCP, Wireless security (WEP), and high level communications
• Maintained user environment through Active Directory and Exchange 2000
• Managed workstation performance, application stability, email configurations, and PDA tools