Experience

Horizon Software International, LLC

• Software Development
• 1 - 100 Employee

• Technical Support Specialist

  • Jun 2011 - Present

  In my role with Horizon Software, tasks I perform on a daily basis include but are not limited to: * Using an array of Remote Access / Assistance methods to connect to and resolve problems - as well as traveling to provide physical, onsite; deployment & implementation services for Educational environments, K-12 through college - Cafeteria / Dining environments within Medical and Corporate institutions - Retirement / Senior Living facilities - as well as Patient Feeding systems used by Hospitals to coordinate and track patients' dietary needs - typically by way of HL7 interface. * Providing Training & Resolution Services for External Management & related agents with multiple resources, many self-authored. Incident / Problem Ticketing & Tracking through various means. * Advanced Application Configuration & Support: Hardware Peripherals, Third-Party Application configuration - Automated Task-Scheduling - Resolving Hardware / Software Compatibility Issues. * Coordination of Activities with External other IT-Professionals & Client-Side Support Resources - Collaboration on Connectivity & Access Controls – System Diagnostics, Analysis & Auditing. * Database Maintenance: Upgrades, Patching, Migration - Repair & Replacement, Import / Export - MS- SQL Server Applications: MSDE/2000, MS SQL 2005, 2008, 2012, 2014, and 2017 * Application & Hardware Testing, Performing System Updates / Upgrades, Post Implementation Testing and Exit-Interviews – Bug Reporting & collaboration with R & D to resolve application deficiencies. * I am frequently engaged in the troubleshooting of operating systems and connectivity issues related to switching, routing & other transport layer (TCP/IP) aspects within clients' infrastructures. * Within my support group, I provide all emergency, after hours support and assistance for the previously mentioned types of operations. Show less



Unify

• Germany
• IT Services and IT Consulting
• 700 & Above Employee

• Level 3 Network / Application Support Specialist

  • Dec 2010 - May 2011

  * Global Tier 3 Network support for Tier 1, Help-Desk agents and Server Teams of the Coca Cola Company for Client Applications via HP Service Center, LANDesk, Same-Time communications. * Provide Training & Resolution Services for Internal Management & External / Contractor Agents – Tracking of Incidents & Problems through Service-Center, providing Escalation Assistance. * Performed Application Testing, Security Policy (Access Control) and Technical Functionality Diagnostics & Bug-Reporting to R & D teams via Visual Studio / Team Foundation Server (TFS). * Performed Global-Database Import / Export & Migration & Update operations - Assisted in Development and Testing of new Security Policies & Procedures via Webex; Cisco Telepresence. At Siemens I provided global Tier 2 network support for Tier 1 Help-Desk agents & Server Teams of the Coca Cola Corporation, as well as client-side applications. I was also involved in application testing - Diagnostics & Bug Reporting during a change-management cycle. I was also charged with Global Catalog (Active Directory) maintenance, and collaborated with other IT professionals in developing and testing new security policies & procedures as implemented by the organization. Show less



Galiano Career Academy

• Higher Education
• 1 - 100 Employee

• Network Systems Administrator

  • Jun 2007 - Jul 2010

  * Presided over operation, management & maintenance of all Campus Networks at a Secondary Educational Institution - 5 physical servers, 2 virtual servers / 5 VLANs - CCTV Security System. * Designed & Implemented (2) Active Directory Domains & (2) Secure WLANS for the Institution, which was previously operating as a Peer to Peer network to improve data security & integrity. * Proposed and conducted the the migration from T1 to T2 service provision for the school to Accommodate need for Increased Bandwidth - All Negotiations & Collaboration with ISP agents. * Performed all Evaluation, Licensing and Deployment of Applications used by the Campus, both Administrative (CRM) and the Educational Software to be utilized by the Student Population. * Implemented Backup & Disaster Recovery Procedures, including Local NAS units & Offsite storage through Vaultlogix. Automated Backups using Acronis Imaging and VMware services. * Compiled and Maintained Inventory / Asset catalog for all Campus resources, and Devised a Replacement & Replenishment schedule for Equipment in Accordance with Operational Budgeting. * Coordinated Internal Network Operations with Third-Party Web / Email Hosting services for Increased Availability & Efficiency, while Decreasing overall Costs & Liability of the Institution. * Afforded plenary power with regard to Evaluation, Purchasing, Leasing and Sub-Contracting of Outside Vendors, subject to approval of proposals submitted to the School's Board of Directors. At Galiano Career Academy I earned the position of network systems administrator after a three-month, unpaid internship. I frequently coordinated with outside vendors and other service providers to improve, maintain & protect the assets of the school. This included migration from T1 to T2 service provision, total reconfiguration of a live infrastructure and various aspects of support for the student body, i.e. orientation; training & asset-provision as defined by admission agreements. Show less



TruX Service Center

• Orlando, FL

• Service Operations & Information Systems Manager

  • Jun 2001 - Mar 2007

  * Managed all Daily Operations and Electronic Data & Communication Systems of a High-Volume Medium & Heavy Duty Equipment Repair & Maintenance Facility. * Converted the Facility from Manual, Hand-Written Documentation Procedures to an Electronic Data Management System using MS-Windows 2000 / 2003-R2 Server & XP Operating Systems. * Implemented Backup & Disaster Recovery (Local NAS & USB Storage) using automated XCOPY scripts & Norton Ghost Software - Implemented Color-File system for hard-copy documentation. * Managed Activities & Performance of 16 Employees, i.e. Office Staff, Couriers & Shop Technicians - Coordinating Delivery, Pickup & Dispatching work according to Employee Skill-Sets. * Responsible for all Service Writing, Billing (Including Third-Party Agencies) and Collection of Payments due for over 80 Clients - And all Purchasing of Parts & Supplies for on-hand Inventories. * Maintained all Fiscal Records for Presentation to Owners & Accounting Agencies - Authored all Professional, Legal and Technical Documents & other Correspondence as required by the Facility. * Served as Primary Contact for all Vendor / Client Relations – All other Social, Professional & Government agencies, including all Legal matters and Contract Negotiations with larger firms. My employment at TruX Service Center, Inc. was contingent upon my ability to convert the facility from manual documentation procedures to an electronic data management system with an approved budget of $10,000. I evaluated, purchased & implemented all Information Technology resources subsequently used by the organization (and maintained them afterward). This was supplemental to performing my primary duties as the Service Operations Manager. I was charged with coordinating all daily business functions of the facility, which I did for almost eight years. Show less



Parts.com, Inc

• Sanford, FL

• Technical Support Representative

  • Jan 1999 - Jun 2001

  * Provided client support in a Call-Center Environment, via Telephone, Internet Relay Chat (IRC), FAX and Email for an e-Commerce Company specializing in Online Automotive Parts-Sales. * Assisted Online Consumers in locating and purchasing OEM, Replacement Parts through an extensive, nation-wide network of Automotive Dealerships in partnership with the Organization. * Resolved Problems & Conflicts associated with Client Transactions in regard to Price-Variances, Availability, Shipping and Logistics, all in deference to Cost-Factors & Customer Satisfaction. * Authored numerous FYI / DIY Articles for the Website on the subject of General Maintenance, and Automotive Industry Procedures - and Posted Responses to Message Board / Forum Queries. I was actively recruited by Parts.com on the recommendation of the support manager (a mutual contact) due to my experience in the automotive & transportation industry, as well as my aptitude for computers & information system technologies. I provided assistance to clients via phones & IRC, assisting them with navigating an extensive online catalog, as well as providing resolutions, mediating a variety of transaction & shipping conflicts to the mutual satisfaction of vendors and purchasers alike. I was later charged with a variety of technical & free-writing assignments, owing to my writing skills and perspective on the unique subject matter of the company. Show less