Experience

Motio, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Lead Enterprise Support Engineer

  • May 2014 - Present

  Dallas/Fort Worth Area Valued internal Support Engineer providing support to external customer base as well as internal support engineer staff along with performing Professional Services for installation, integrations, and training services for our customer base to get our software integrated with IBM Cognos 10 and 11 and associated security, interface integration, and network/internet communications and performance issues relation to functionality, O/S compatibility, network latency, security, data management for… Show more Valued internal Support Engineer providing support to external customer base as well as internal support engineer staff along with performing Professional Services for installation, integrations, and training services for our customer base to get our software integrated with IBM Cognos 10 and 11 and associated security, interface integration, and network/internet communications and performance issues relation to functionality, O/S compatibility, network latency, security, data management for SQL, Oracle, and DB2, as well as issues related to internet/intranet packet transmission issues. Trained and mentored all new support personnel as well as for the past three year acted as primary professional services coordinator on-boarding new customers into our software, assist with their installations, and also providing extensive training in the usage and functionality of our software applications. Primary administrator for our SaaS offering on Amazon EC2 instances. • Responsible for multiple positions and functions within Motio including Engineering, training of personnel and external customers in addition to acting as primary administrator for sales CRM. • Perform job responsibilities with high level of aptitude, confidence, and attitude. Show less



CSC Corptax

• United States
• Software Development
• 200 - 300 Employee

• Lead Technical Support Engineer - Level 4

  • Sep 2007 - May 2014

  Dallas/Fort Worth Area Valued internal resource for technical support, troubleshooting, and system analysis for internal and external customers. Assists clients in SaaS and self-hosted environments. Resolves problems related to network/Internet performance, Application Server, connectivity, data management (SQL and Oracle)/storage, file transmission, installation, and application deployment. Addresses network security issues regarding group policies and user access levels in a domain. Creates knowledge based… Show more Valued internal resource for technical support, troubleshooting, and system analysis for internal and external customers. Assists clients in SaaS and self-hosted environments. Resolves problems related to network/Internet performance, Application Server, connectivity, data management (SQL and Oracle)/storage, file transmission, installation, and application deployment. Addresses network security issues regarding group policies and user access levels in a domain. Creates knowledge based articles. QA tests installation process and reviews/ approves installation documentation. Provides pre-sales support. Designated trainer to new and underperforming Technicians. Manages installation projects from start to finish, including systems review, data collection, version updates, launch, and follow-up deployments. • Reduced customer response times by modeling CRM and driving sense of urgency and timeliness. • Earned recognition from Bank of America, Bed, Bath & Beyond, AT&T, Deloitte, and internal tax analysts for responsiveness and technical knowledge. • Created multiple internal SharePoint sites. • Consistently earned 97%+ customer satisfaction ratings for knowledge, courtesy, and timeliness. • Achieved 3 consecutive years of “Excellent” performance reviews from Technical Team management. Show less



Whitlow Consulting

• Owner/Lead Analyst

  • Nov 2005 - Sep 2007

  Dallas/Fort Worth Area Delivered sub-contracted IT services and network systems analysis for electronics, healthcare, agriculture, and retail clients. Provided client services in Windows Server administration, software installation, hardware installation, network maintenance, and software, hardware, and network appliances/ peripherals troubleshooting. Installed Cisco-based routers and PIX as well as Secure Computing’s G2 Sidewinder firewalls. Setup wireless networks and security. • SME on Blue Coat’s… Show more Delivered sub-contracted IT services and network systems analysis for electronics, healthcare, agriculture, and retail clients. Provided client services in Windows Server administration, software installation, hardware installation, network maintenance, and software, hardware, and network appliances/ peripherals troubleshooting. Installed Cisco-based routers and PIX as well as Secure Computing’s G2 Sidewinder firewalls. Setup wireless networks and security. • SME on Blue Coat’s PacketShaper web traffic control technology for content-aware control of web-integrated WAN – performing customer network traffic analysis and classroom training. Show less



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Systems Analyst

  • Apr 2005 - Nov 2005

  Dallas/Fort Worth Area On-Site Contract Systems Analyst – Countrywide Home Loans Analyzed and resolved technical issues related to Windows 2000, XP, and 2003. Supported mortgage industry sales force automation/loan origination software. Addressed client issues involving server and workstation configuration, network connectivity, and user account administration. Documented and tracked technical issues.



Calyx

• United States
• Software Development
• 100 - 200 Employee

• Technical Support Analyst II

  • Apr 2002 - Apr 2005

  Dallas/Fort Worth Area Performed advanced troubleshooting to ascertain, analyze, and provide solutions to software and hardware failures, IP problems, routers and wireless network failures, and connectivity interruptions. Resolved problems with Windows and network security, including user access and Terminal Services. Ensured connectivity to major clients, including Fannie Mae, Freddie Mac, Flagstar Bank, CMG, and New Century Mortgage. • Applied extensive knowledge of mortgage issues and calculations to… Show more Performed advanced troubleshooting to ascertain, analyze, and provide solutions to software and hardware failures, IP problems, routers and wireless network failures, and connectivity interruptions. Resolved problems with Windows and network security, including user access and Terminal Services. Ensured connectivity to major clients, including Fannie Mae, Freddie Mac, Flagstar Bank, CMG, and New Century Mortgage. • Applied extensive knowledge of mortgage issues and calculations to deliver high service levels – resolving 30 issues/day with loan officers, processors, and IT professionals. Show less