Solid experience in supporting and adapting to different software applications. Looking for a company that could utilize my technical skills and offer me an opportunity to continue to develop in the Information Technology field.
ColdFusion, HTML, SQL, XML and Visual Basic Microsoft SQL Server, Oracle, Excel and Microsoft Access
Troubleshooting Tools: Putty(Telnet/SSH), Quest (Toad- to pull SQL queries)
Word Processing Applications: Microsoft Office Suite
Web Tools: Internet Explorer, Mozilla Firefox and Safari
Platforms: Unix, Linux, Web, Microsoft Windows XP, 7,8 and NT Servers
Reporting Tools: Business Objects, Excel, SharePoint, Visio and Remedy
Supervise 5 associates, one student manager and one contract employee Created training material to train my team and train client base as hardware and software evolved.
Provided Desktop Support for 400 clients Server Administrator for a file/print server, 5 SNA gateway servers and maintained/setup all system and network printers.
Performed network/server configuration, and hardware/software installation Performed Application troubleshooting Coordinate with company internal groups and Vendors for network, software and hardware support Asset Manager for 5 state region - Responsible for researching new technology and provide recommendations to clients.
Y2K coordinator Mechanization Coordinator for North Texas Created, coordinated and maintain Oracle, Access and SQL databases Developed and supported the Team's website by creating web forms in Cold fusion for internal groups and external group communications to improve response time.
Created and supported scripts, keyboard mapping for telnet applications Attachment Extra and Netmanage Chameleon software.
Created and Supported Visual Basis programs.
01/2005 to 01/2013
Specialist Production Support ManagerAT&T INC
Primary Responsibilities included proactive monitoring, troubleshooting and resolution activities for Internal and External applications.
Performed 24x7 Tier 1 and Tier 2 support as assigned/scheduled, which included responding to application alerts received via cell phone or pager.
For application outages took ownership of the outages and notify all necessary support teams to join a bridge and provide clear and decisive details of what the issue is within the required Service Level Agreement to resolve.
Participated in testing and researching new application code or enhancing code.
Coordinated with Software Development team to implement software/code deployments by creating, reviewing and approving Change Requests.
Created Production Support team deployment plans to prepare team for planned changes that would take place once the change request was implemented to monitor and troubleshoot any new issues.
Assist with developing, designing, and maintaining internal web sites created from ColdFusion and SharePoint Platforms.
Created Web Forms for end users to report application issues to production support team that automatically created a ticket and sent email with ticket details to group mailbox to resolve.
Subject Matter expert for activity tracking systems, Created daily or weekly ticket report to track resolved/unresolved application issues and coordinated with other teams to resolve if necessary.
Reviewed and maintained Disaster Recovery documents Provided Training to new team members and current team as applications changed.
Maintain and created Outage notification tools Order Assets such as software, laptops, cell phones and pagers for team Performed SQL queries in Oracle Databases to troubleshoot application issues Performed Unix commands to research application logs for errors Created and maintained Team's On call and Vacation Schedule.
01/2003 to 01/2005
Senior Communication SpecialistSBC Communications
2nd tier Support Coordinated timely resolution of problems related to computing hardware and software Consulted with clients, hardware and software vendors, application programmers and the networking support groups.
Configured and Installed workstations, printers, data, voice or video network components.
Performed testing and establish systems acceptance criteria on current and new hardware and software.
Configured and build client workstations, software for printers and network interfaces to meet client and vendor specifications.
Completed Documentation needed for inventory and installation planning.
Build client profiles and systems configurations for software distribution equipment Performed Web Development for Desktop Field Services web site.
01/1997 to 01/2003
Manager Technical Support
Education and Training
Completed Certificate program for Heath Information Technology for Implementation and Technical Support SpecialistRichland Community College － Dallas, Texas
Business Objects, ColdFusion, Cold fusion, hardware, client, clients, Databases, Database, designing, Disaster Recovery, Documentation, email, XML, Forms, gateway, hardware support, HTML, Information Technology, Internet Explorer, inventory, keyboard, laptops, Linux, Access, Microsoft Access, Excel, Microsoft Office Suite, SharePoint, Microsoft Windows XP, network printers, network, networking, NT Servers, Oracle, printers, Quest, Reporting, researching, research, SSH, server configuration, servers, scripts, Service Level Agreement, SNA, Software Development, software installation, Microsoft SQL Server, SQL, Desktop Support, Technical Support, phones, phone, Telnet, Toad, training material, troubleshoot, Troubleshooting, Unix, video, Visio, Visual Basic, Web Development, web site, website, web sites, Word Processing, Y2K