Service Desk Analyst Resume Profile
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Technical Summary:
- Languages: HTML, CSS, JavaScript, PHP, SQL, XML, XHTML
- Databases: MySQL, Microsoft SQL Server
- Software: Dreamweaver, Photoshop, Illustrator
- SharePoint Designer, InfoPath
- Microsoft Office Suite with expertise in Word and Excel
- Development Environments: LAMP WAMP stacks
- Content Management Systems: WordPress, SharePoint
- Frameworks Libraries: Bootstrap, jQuery, jQuery UI, AngularJS
Professional Experience:
Independent Contractor
Confidential
Type One Two
- Diabetes support and awareness site built on WordPress.
- Technologies: HTML5, CSS3, jQuery, jQuery UI on WordPress.
Nearbeam
- Product announcement site. Highly responsive, specifically developed to support any resolution configuration.
- Technologies: HTML5, CSS3, AJAX and jQuery with MailChimp API integration.
Peppercomm
- Developed a working mobile first prototype for the Economist Intelligence Unit from a conceptual Photoshop design.
- Technologies: HTML5, CSS3, Bootstrap 3 on Drupal.
Arnold Worldwide
Revamped the front end of the Volvo site for release of the new Volvo Truck series. Technologies: HTML, CSS, JavaScript on SharePoint.
Princeton
- Web application to allow visiting scholars and professors to select and schedule accommodations on campus.
- Technologies: HTML, CSS, PHP/MySQL on Drupal.
Confidential
Web Developer
- Designed and developed solutions using SharePoint, SharePoint Designer and InfoPath.
- Worked with faculty and staff to analyze current business processes, determine departmental needs and areas for process improvement.
- Analyzed requirements, reviewed functional specification and created workflow diagrams.
- Planned and prepared technical reports and instructional manuals for new and existing applications.
- Re-architected applications resulting in enhanced usability and functionality to the end user.
- Transitioned the Registrar's Office Declaration of Undergraduate Major/Minor form to an online paperless system, saving the department time and reducing errors.
- SharePoint 2007 to 2010 migration team member. With a thorough understanding of the SharePoint Foundation, I resolved templates, workflow and permission issues while leveraging the new features to enhance existing solutions.
- Conducted system tests and actively participated in user acceptance testing.
- Collaborated with internal and external support and technical teams to ensure healthy and functional SharePoint environment.
Confidential
Events Office
- Served as the Webmaster for the Commencement internet site, the Events Office intranet and management of supporting servers hosted on and off-site serving a student body and their families of more than 20,000.
- Migrated the Events Office site from a PHP/MySQL environment to a SharePoint CMS.
- Oversaw development and maintenance of online forms and applications using SharePoint, PHP/MySQL for the purposes of event management, the college-wide Commencement Ceremony and office operations.
- Improved the Commencement experience for graduates, faculty and staff by transitioning to an online RSVP system which resulted in a 20 increase in attendance and a higher student satisfaction rate.
- Liaised with administrative departments including Purchasing, Public Safety, Building and Grounds and Audio Visual.
- Designed printed promotional materials and digital signage with Adobe Illustrator, PageMaker, Photoshop and the MS Office Suite for campus events
- Planned and adhered to organizational best practices to ensure quality and expandability was maintained throughout applications.
- Provided instruction, technical support and ensured needs of the Events Office and university sponsored events and outside client events were met.
Service Desk Analyst
Confidential
- Provided software and hardware support for a diverse community of 600 full-time faculty members and their departmental staff within a group of 16 technicians.
- Created technical documentations and guides on the resolution of the most common support scenarios reducing support time, increasing customer satisfaction and problem resolution.
- Provided fist line support for a CUNY wide project to replace the legacy HR, Finance, and Student Information System with an Oracle PeopleSoft solution CUNYfirst .
- Served as the technical lead in a college-wide rollout of printer metering process for the Purchasing Department toward a green initiative.
- Assisted the Server Group in a project to migrate data from a Lotus Notes to an Exchange Server/Outlook mail environment.
Confidential
Programmer/Webmaster
- Developed and maintained new database driven applications on a ColdFusion Server environment using CFML, SQL, HTML, JavaScript and CSS.
- Re-architected the organization's websites including an overhaul of a dynamically generated weekly distribution of the NYSIA newsletter using a custom CMS written in PHP/MySQL.
- Improved the cross browser/platform compatibility for a weekly mailing list of 2,000 subscribers.
- Maintained and debugged a Windows and Linux server environment.
- Supported a Windows XP Professional environment for a staff of 6.
- Generated documentation on existing applications.
- Account manager for user accounts on a Microsoft Exchange Server using and Active Directory.
- Deployed advanced anti-spam techniques in an Exchange environment.
Confidential
Content Management Specialist
- Responsible for the time critical content management of high traffic industry websites using a customized content management system as defined in the ibm.com standards using XHTML, HTML, CSS and JavaScript.
- Performed quality assurance QA and user experience UX checks on the development servers as well as the production severs.