Experience

Data Age Business Systems Inc.

• United States
• Software Development
• 1 - 100 Employee

• Professional Services Specialist

  • Nov 2007 - Present

  • QA new releases, develop testing metrics, document & work to resolution with Development • Support and resolve Tech Support team with Escalated software issues to Development • Install, upgrade and troubleshoot our flagship applications on small peer to peer networks to Domains, Terminal Services and VPN's. • Support Spanish speaking customers in the US and abroad. • Install, upgrade, and troubleshoot Microsoft SQL • Support Sales team with technical… Show more • QA new releases, develop testing metrics, document & work to resolution with Development • Support and resolve Tech Support team with Escalated software issues to Development • Install, upgrade and troubleshoot our flagship applications on small peer to peer networks to Domains, Terminal Services and VPN's. • Support Spanish speaking customers in the US and abroad. • Install, upgrade, and troubleshoot Microsoft SQL • Support Sales team with technical information, deliver training and assist with Demos Show less • QA new releases, develop testing metrics, document & work to resolution with Development • Support and resolve Tech Support team with Escalated software issues to Development • Install, upgrade and troubleshoot our flagship applications on small peer to peer networks to Domains, Terminal Services and VPN's. • Support Spanish speaking customers in the US and abroad. • Install, upgrade, and troubleshoot Microsoft SQL • Support Sales team with technical… Show more • QA new releases, develop testing metrics, document & work to resolution with Development • Support and resolve Tech Support team with Escalated software issues to Development • Install, upgrade and troubleshoot our flagship applications on small peer to peer networks to Domains, Terminal Services and VPN's. • Support Spanish speaking customers in the US and abroad. • Install, upgrade, and troubleshoot Microsoft SQL • Support Sales team with technical information, deliver training and assist with Demos Show less



Nielsen

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Analyst

  • Aug 2002 - Oct 2007

  • Developed and improved documentation and loaded to Intranet Knowledge Base • Processed Network Media & Cable program data using Windows, Unix and Mainframe tools • Monitored Production Unix/Window Servers and QA National Ratings data prior to Public release • Developed and improved documentation and loaded to Intranet Knowledge Base • Processed Network Media & Cable program data using Windows, Unix and Mainframe tools • Monitored Production Unix/Window Servers and QA National Ratings data prior to Public release



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Internet Support Representative

  • Mar 2001 - Nov 2001

  • Developed and maintained documentation on procedures for migrating customers e-mail • Performed administration tasks on mail accounts on Unix and Windows Servers • Managed user email, profiles, user access, configured SMTP settings • Setup DNS and Mail Exchange Records and updated DNS Servers for correct mail routing • Logged on to Cisco routers via Telnet and ran diagnostics to determine cause of failure or outage • Developed and maintained documentation on procedures for migrating customers e-mail • Performed administration tasks on mail accounts on Unix and Windows Servers • Managed user email, profiles, user access, configured SMTP settings • Setup DNS and Mail Exchange Records and updated DNS Servers for correct mail routing • Logged on to Cisco routers via Telnet and ran diagnostics to determine cause of failure or outage



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• EDI Support Representative

  • Feb 2000 - Feb 2001

  • Updated and enhanced interface of Department’s Intranet site and ported content from HTML based documentation to Lotus Notes • Assisted Trading Partners solved failed Inbound/Outbound EDI transactions • Implemented and configured EDI functionality for Trading Partners with other value-added networks (VANs) such as GEIS, Harbinger, ATT, MCI, and SEARS

• e-Business Helpdesk Support Analyst

  • Oct 1998 - Jan 2000

  • Provided first and second level support on Unix and NT (Web, database and e-Commerce) Servers on a 24 x 7 operation • Diagnosed systems failures and restored LAN/WAN network outages running Web and e-Commerce services • Contributed with documentation efforts and development of a Knowledge Database



Progress Energy

• United States
• Utilities
• 700 & Above Employee

• Helpdesk Support Analyst

  • Nov 1997 - Oct 1998

  • Resolved Network and Mainframe printers setup problems • Assisted Supervisor in maintaining and updating Help-desk Support Manual • Supported Windows based workstations and their connectivity to Unix and Windows NT servers. • Dispatched hardware technicians to repair or replace failed components • Resolved Network and Mainframe printers setup problems • Assisted Supervisor in maintaining and updating Help-desk Support Manual • Supported Windows based workstations and their connectivity to Unix and Windows NT servers. • Dispatched hardware technicians to repair or replace failed components



HSN

• Spain
• Health, Wellness & Fitness
• 1 - 100 Employee

• Helpdesk Support Representative

  • Apr 1992 - Oct 1997

  • Supported customers’ with software and hardware problems on IBM compatible PCs • Created Training documentation and evaluated new Support Representatives’ progress based on developed training criteria • Had lead in writing User’s Manual for in-house Employee Evaluation Software • Configured and ensured optimum performance of featured computers before a Live Show • Supported customers’ with software and hardware problems on IBM compatible PCs • Created Training documentation and evaluated new Support Representatives’ progress based on developed training criteria • Had lead in writing User’s Manual for in-house Employee Evaluation Software • Configured and ensured optimum performance of featured computers before a Live Show