TMT Technical Support Manager

• Oct 2021 - Present

Project Manager

• Apr 2020 - Oct 2021

Technical Support Analyst

• Apr 2018 - Apr 2020

Software Tester, Application Support, Help Desk

• Feb 2008 - Apr 2020

• I am involved in all areas of the STLC including creation and verification of test cases, scripts and reworking of test data.• Software testing for a large .NET web application which includes over 50 data entry forms, 75 custom reports and multiple upload/download functions.• Perform all User Acceptance and Bug testing in UAT and Live environments.• Bugs are tracked using custom software written by MSTI.• Support over 6000 users worldwide through the help desk. • Typical help desk duties include: assisting users with technical issues, configuring user accounts, help users with daily tasks as well as assisting them with more complex problems such as association to data networks and understanding report measure and outcome.• Updating and managing the data in the Live Application in accordance with HIPPA law and procedures.• I have been nominated and received an International MST award . The WIT award is for going above and beyond doing “whatever it takes (WIT)” for internal and or external customers.

Application Support Specialist

• Oct 2011 - Nov 2013

• Supported thousands of active vehicles using the VolvoLink /Wireless Car software in North America.• Analyzing data sent to and from a vehicle via SMS messaging.• Writing, editing and executing simple to complex SQL queries to update software on the vehicle• Writing simple to complex SQL queries for troubleshooting Telematics Units and the information they gathered.• Analyzing data to ensure that multiple databases remain clean and void of "bad" or useless data.• Telnet to vehicles directly using Unix and basic command line.• First line for communication with liaisons to the customer.• First point of contact for French speaking customers to ensure proper translation of complex issues and for training purposes.• Planned and conducted Webinars in English and French for training Customers both Internal and External.• Testing new features of the application as needed.

Quality Assurance Analyst

• Mar 2010 - Jul 2011

• Worked with IBM Tool for Data Mining and evaluation.• Worked with Quality Center to create test cases.• Responsible for “recon” process, which consisted of writing SQL queries and analyzing the resulting data sets during the release process.• Utilized static and dynamic testing techniques• Provided 24 hour on call support when needed• Executed Test Cases • Worked with IBM Tool for Data Mining and evaluation.• Worked with Quality Center to create test cases.• Responsible for “recon” process, which consisted of writing SQL queries and analyzing the resulting data sets during the release process.• Utilized static and dynamic testing techniques• Provided 24 hour on call support when needed• Executed Test Cases

Web Developer

• May 2006 - May 2008

• Created all design materials for website elements, predominantly for Online Newspapers for all of North America. This was including but not limited to: Dynamically Rotating Banners, Interstitial Windows, Video Players with an XML Feed.• Responsible for creating, designing and programming web based demo components. • Developed static HTML pages for Retail, Real Estate, Auto, Restaurants and Employment pages to be used on Parent Websites (Newspaper Domain).• Designed proprietary web elements using Flash and ActionScript with a PHP/Perl Backend .• Implemented web-based components for new clients based on company templates/ Designed new components when the client’s needs differed from available templates.• Communicated with External Graphic Designers to ensure design needs were understood and met.• Maintained internal IT Equipment. • Problem solved software/hardware issues both in house and in coordination with clients.• Also performed clerical duties for Office Manager including all memos, outgoing client communications, all mass email communications and preparing the Company Newsletter.

Webmaster

• Jul 2003 - Jul 2006

• Maintained and upgraded internal Systems, software and hardware.• Devised system for using ScreenScan hardware for ORBB to work in conjunction with one another for scanning/editing for microfilmed images.• Setup Wilks and Wilson 4001 for use in batch scanning images.• Designed SQL database to store information contained on microfilm images to be searchable for Land Deed project for state of South Carolina• Created, designed and implemented internal use application with search features connecting to SQL Database using ColdFusion. • Wrote all documentation for application and led training for all internal users.

Home Networking Product Specialist

• Aug 2005 - Apr 2006

Tech Support for BellSouth DSLAssisted Customers With their DSL and problems that ariseTech Assisting: advanced problems that arise during the course of an inbound call from customers with DSL issuesSupervisor EscalationsRemedy desk: assisting agents with problems that arise, managing lunch/breaks, approval and submission of trouble tickets to BellSouth's BICS group Tech Support for BellSouth DSLAssisted Customers With their DSL and problems that ariseTech Assisting: advanced problems that arise during the course of an inbound call from customers with DSL issuesSupervisor EscalationsRemedy desk: assisting agents with problems that arise, managing lunch/breaks, approval and submission of trouble tickets to BellSouth's BICS group

Web Developer

• Jun 2000 - Jul 2003

● Designed and edited graphics used for web and print● Maintained legacy ASP website.● Involved in creation of new Ecommerce website including: coding of all HTML and Coldfusion. http://www.handbellworld.com● Designed, created and built http://ChimeMagic.com● Created internal web based applications ● Wrote Copy for all new products for Web and Print materials● Creation of Operating Procedures for internet ordering and email/web based communications.● Front line tech support for entire company● Organized and taught training classes for employee instructing them on procedures to handle customer requests regarding the website.● Wrote “Words from the Web” for catalog and public distribution.● Prepared all company newsletters as well as memos.● Prepared all budget and projected need for IT department● Answered phones as back up for Customer Support when needed