Designed and delivered mission critical infrastructure to ensure the highest levels of availability, performance and security.Defined application problems by consulting with clients to evaluate procedures and processes.Developed solutions by preparing and evaluating alternative workflow options.Tested programs to validate results.Performed cost-benefit analysis on potential system upgrades to support purchase decisions.Assisted in the post-implementation troubleshooting of new applications and application upgrades.Utilized Product Life Cycle Development processes to ensure adherence to project schedules and budgets.Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits.Formulated, defined and documented system specifications.Coordinated, and implemented network security measures to protect data, including configuring, monitoring, and maintaining virus protection software.Coordinated, and implemented network security measures to protect data, including configuring, monitoring, and maintaining virus protection software.Performed data mapping and data logic for [name of project].Installed, maintained and repaired security systems and programmable logic controls.Implemented video surveillance, motion detection and closed-circuit television systems to aid in monitoring the premises.Designed security policies, alarm response protocols and access card guidelines.Recommended improvements in security systems and procedures.Developed and updated security procedures, security system drawings and related documentation.Supplied internal and external security within a [Number]-square foot mall with [Number] retail tenants.Issued criminal trespass warnings to possible suspects and assisted police in apprehending and processing shoplifters.Monitored the entire facility using CCTV while simultaneously performing dispatch duties.Reduced general liability claims by [Number]% through safety audits and training.Hired, trained and managed a staff of [Number] associates.Conducted site reviews and security audits and made recommendations to management based on findings.Developed procedures for the emergency response and crisis management, physical security, information protection, incident management and investigation units.Counseled management on how to cut spending without compromising the safety and security of the company's assets.Developed and implemented training procedures for all newly hired personnel.Spearheaded the use of high-tech surveillance software to provide full security coverage in new stores.Analyzed data for regional and local store managers to identify organized retail theft movements in [State Name].Managed staff schedules for all shifts and events to minimize overtime costs.Communicated and enforced compliance with state and local laws while emphasizing company standards of professionalism and safety.Entered and distributed work orders to other technicians.Ran operational tests on systems and equipment to reinforce proper processes and remedy malfunctions.Supplied production data to field operators, technicians, engineers and supervisors.Produced and maintained accurate design documentation.Inspected precision machine parts using micrometers, height gauges and optical comparators.Maintained safety by verifying compliance and assuring proper factory testing.Quickly learned SAP software and used it to receive, stock and expedite parts.Created detailed CAD drawings for the engineering departments.Carefully organized, analyzed and prepared technical data reports to ensure proper workflow and productivity.Thoroughly inspected and repaired program systems components.Executed root cause analysis to improve yield and reliability.Applied engineering principles to develop and operate electrical, mechanical and data processing systems.Applied best practices of software development while staying abreast of advances in the practice.Worked with product designers and product managers to design user interactions in applications.Executed functionality and feature development both within current application framework and on next-generation frameworks.Tested features across various browsers.Fixed bugs as they were encountered.Created interactions and APIs that reinforced trust, increased security and made it harder to do the wrong thing.Envisioned inspired new products, features and flows.Conducted design and code reviews to share knowledge with development team.Answered user inquiries regarding computer software and hardware operation.Set up equipment for employee use.Installed and performed repairs to hardware, software and peripheral equipment, following design and installation specifications.Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support.Developed training materials and procedures.Established requirements for new systems and modifications.Designed and maintained websites.Analyzed network packet information and computer OS system data to identify and characterize anomalies on networks.Assessed allocation of resources.Provided recommendations for resolving defects.Worked on large enterprise and business critical applications.Analyzed and created new configuration for packaged software to meet business and system requirements.Oversaw local IT infrastructure including servers, security, networking, storage systems and desktops.Configured, maintained and provided trending and performance analysis of enterprise class storage systems.Performed second-level support for all workstation and server class systems.Researched new trends and technologies leading to testing and justification for deployment.Served as the technical lead for server infrastructure including development, QA, staging and production systems.Automated repeatable tasks where possible.Analyzed key metrics to measure product effectiveness.Troubleshot and resolved internet connectivity and general software and hardware issues.Identified product problems and strengths and collected data on the customer experience.Gathered and analyzed market information and used findings to define product strategy.Drove business KPIs through rapid iteration of customer-facing product features.Drove business KPIs through rapid iteration of customer-facing product features.Drafted user stories, use cases and functional specifications to support product development.Led a cross-functional team of engineers, QAs and UX designers to develop features and fix product defects.Delivered detailed feature roadmaps that included action items and project targets.Developed accurate development estimates and drafted project resource plans.Worked closely with QA to develop use cases, review test cases and track feature bugs.Leveraged in-depth understanding of end-to-end customer experience to identify pain points and latent customer needs.Led product strategy in North America, and hit goals in sales quantity and profit for [Number] consecutive quarters.Hired and trained [Number] new software developers.Led the design and development of software upgrades and the deployment of new services and products.Led triage on product bugs and feature requests.Managed the [Number]-person local IT team, allocating resources to ongoing projects and enforcing deadlines.Defined product strategy and drafted a comprehensive roadmap to achieve targets.Maintained in-depth knowledge of distribution platform guidelines and capabilities to guide internal development.Ran focus groups, surveys and experiments with real users in collaboration with the [Department name] department.Added user accounts, troubleshot issues with users and monitored usage on the printing management system.Collaborated with the global team to resolve IT support cases.Analyzed software, hardware and network systems for various transmission systems.Configured and installed routers, switches and wireless controllers.Managed all switches, routers, firewalls and [Equipment type] equipment.Maintained company servers, computers, printers, cables and other equipment.Acted as primary contact for computer hardware and software problems, as well as network emergencies.Identified, reported and resolved network security violations.Analyzed complex computer systems to assess vulnerability and risk.Drafted training materials and organized training sessions for [Number] new employees.Supervised [Number] external computer consultants and vendors.Worked with outside vendors and teams to develop voice and data wiring infrastructure.Responded to all client requests for technical support by phone, email and the inter-office chat service.Managed application patches, data backup, security changes and network configuration.Developed an easy-to-use application in [Software Program] that allowed users to request new software and update inventory tables.Developed [Number] accounting applications that extracted data from SQL tables.Tested and troubleshot new versions of [Software Program] software.Manipulated frequently-used switchport settings to [End result].Determined feasibility, functionality and potential benefits of proposed systems.Led the process of concept approval and design of the RTS system and subsequent internal systems suite.Diagnosed network problems involving a combination of hardware, software, power and communications issues.Replaced boards, changed servers and loaded and tested software applications.Created more than [Number] monthly inventory reports, sales reports and accounting reports.Developed a set of company-wide information assurance and security standards and procedures.Ran cables from existing patch panels to new patch panels to secure the router and switches in the proper location.Collaborated with designers to create clean interfaces and simple, intuitive interactions and experiences.Designed embedded systems software by applying key principles of computer science, engineering and mathematical analysis.Continually established clear operational specifications and formulated software requirements.Conferred with data processing to obtain information on limitations for data processing projects.Coordinated installation of software systems and collaborated on the design and implementation of new features.Implemented unit and integration tests to consistently deliver high quality features.Moved quickly from prototyping to enterprise-quality robust implementations.Programmed in an object-oriented programming language with an eye toward code abstraction and reuse.Delivered software solutions consistent with the product roadmap and released plan milestones.Advised customers regarding maintenance of diverse software systems.Directed software programming and development of documentation.Coordinated continued performance assurance of software applications and automated performance test scripts.Identified areas of the application to be regression tested.Maintained composure and patience in face of difficult customer situations.Processed an average of [number] inbound and outbound technical support calls.Helped customers track and ship packages, responding to an average of [number] calls per day.Support customers with online billing and account issues.Trained new employees and explained protocols clearly and efficiently.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Referred difficult issues to upper management while maintaining positive rapport with customer.Provided base level IT support to company personnel.Resolved customer complaints and concerns with strong verbal and negotiation skills.Displayed courtesy and strong interpersonal skills with all customer interactions.Built and maintained successful relationships with service providers, dealers and consumers.Issued license codes to new and existing customers.Informed customers about issue resolution progress.Supported customers having data connectivity issues.Provided thorough support and problem resolution for customers.Assisted with lead generation.Managed IT setup and service requests for [Describe setting].Mentored other engineers.[Number] years of experience in Internet services.Assisted customers with technical issues via email, live chat and telephone.Provided professional customer service consultations on [Describe subject].Provided real-time support to everyday users of [Name of Product or Service].Developed and maintained positive customer relationships.Responded to customer service emails in a timely and effective manner.Reported important problems to management.Worked with customer service supervisor to resolve customer concerns.Researched, resolved and followed up on customer issues.Handled a large volume of phone calls, chat and emails.Diligently followed up with customers about existing orders.Maintained a calm, professional demeanor when faced with high demand, high volume workloads.Soft-sold additional services.Assessed customer bug and enhancement requests and prioritized development.Devised workarounds for problems.Developed and maintained technical expertise in [Describe area].Researched, documented and escalated cases to higher levels of support according to internal procedures.Reviewed support cases for technical and troubleshooting accuracy.Identified opportunities to upsell product and services.Assisted in process refinement to improve customer service and support.Maintained records, logs and the lifecycle of work requests.Developed documentation for common processes for both support staff and end-users.Troubleshot hardware issues and worked with service providers to facilitate repairs.Created end-user self-service tools and documentation.Created new account, reset passwords and configured access for users.Increased number of resolved job tickets by [Number]% over previous year.Contributed to a reduction in operational costs of [Number]%.
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