Summary Information Technology professional: proven experience including roles as a networking consultant, project manager, business analyst, systems analyst, systems integrator, trainer, and support specialist of systems. Experienced in the software development life cycle, and successfully managed numerous implementation projects.
DEMONSTRATED SKILLS * Extensive experience with call centers and customer service * Outstanding written and verbal communication skills * Possess strong knowledge of programming logic and proficient in technical writing * Extensive experience with dispute resolution and problem investigation * Comfortable working in a team or individual environment
TECHNICAL QUALIFICATIONS * Hardware: Networking hardware such as Cisco ASA switches, routers, and hubs. Implemented and staged IBM C, D and E class servers. Experience with CAT 5 cabling and patch panel configuration and maintenance * Operating Systems/Databases: MSDOS, Windows XP Professional, Windows Server 2000/2003, SQL 2000/2005 * Applications: MS Office Suite 2003 (Microsoft Word, Excel, Access, PowerPoint, Visio and Outlook), Cisco VPN, Adobe Acrobat, Remote Desktop Connection, Microsoft Virtual PC, WebEx, Revelation and InfoGenesis software
EDUCATION Cisco Certified Network Associate Certificate received 3/11
Bachelors Degree in Business Management University of Phoenix 11/07
Associates Degree in Computer Network & Systems Administration Denver Technical College University (a division of DeVry) 10/02
EMPLOYMENT SUMMARY 11/07-Present Sr. Field Installation Technician - Agilysys Las Vegas, NV * Consult with Project Management regarding operational considerations and configuration of systems to support customer requirements. Make recommendations to utilize full advantages of Agilysys product line while minimizing operational loses * Identify and manage possible scope creep, ensure Project Management and customer awareness, and provide solutions for issues resulting in project change * Prepare detailed installation schedules outlining daily work load, ownership and timeline risks for assigned projects. Gather site requirements, technically review and recommend operational design as it pertains to installation preparedness to Project Management * Delegate and supervise project assignments of project team and customer personnel. * Configure and test system interfaces in order to maximize efficiency and provide operational consistency. Configure network devices, including VPNs, access points, Systech devices, interface servers and printers. Testing the integrity of network communications. * Coordinate with the Operations Management team to develop processes, procedures, and documentation to enhance company installation and training services and technical support staff training programs * An integral part of 3 phases of the SDLC Projects for all projects: integration and testing, implementation and operations & maintenance * Build customer relationships in order to consult and implement best business practices while providing an ROI * Performed on-site software installations which included upwards of 12 restaurants, 50 terminals, and budgets in excess of $500,000: Project example: Led the reopening of the Clevelander in South Beach Miami, FL. Managed the teams (Infogenesis POS and Visual One) for an implementation of 20 POS Terminals as well as maintaining and configuring the hotel systems and food and beverage system * Meet with all project stakeholders to lead onsite kickoff meetings-define and introduce team member roles, deliverables and timelines * Manage project and train client while onsite for implementation of new openings, system conversions, and upgrades * Configure company software and educate the customer site on end-user functionality * Live monitor operations by providing end user assistance for the various business cases in which the company product line is implemented * Instruct IT, Accounting and Food and Beverage management personnel on maintenance of hardware/software and functionality of back office software * Networking and IT consulting for system optimization * Interface with third party vendors for customization
Skills included: Project management, business analyst, technical and non technical documentation, Microsoft Suite (2003), Windows Server 2003, Windows XP, PC hardware and configuration, SQL 2000/2005/2008, Network implementation and troubleshooting.
2/07-11/07 System Support I - Las Vegas Hilton Las Vegas, NV * Perform shift procedures and provide basic problem determination, resolution, and record all trouble situations reported to I.T. * Provide support functions on all platforms including but not limited to: AS/400, PCs, Telephony, Enterprise Networks, Windows Server, Active Directory, UNIX and on all applications including but not limited to: CMS, SDS, Point of Sale, Time and Attendance, and video conference systems * Respond to telephone help calls and ensure all client/user support calls and service requests are handled or escalated in a timely manner * Maintain daily contact with I.T. customers to provide installation and support of all hardware platforms and occasional contact with Resort guests to provide directions and answers to questions * Provide support for all systems including software and hardware for all platforms, problem determination/isolation, analyzing problem data, performing data analysis, documenting findings, escalating complex problems to the appropriate I.T. staff or service vendors and communicating final resolution to clients/users * Use decision making/problem solving skills and exercise judgment when determining whether to request hardware or software support and/or repair and determine when to escalate problems