De Non Maryland 

  • Sacramento US-CA

Summary

With over a decade of experience as a Technical Analyst/Support Engineer I have built a reputation for my technical expertise and professionalism. 

Skills

  • Extensive experience with testing complex software for change request and bug verification. 
  • Working knowledge of .Net C#,  SQL, Active Directory, Windows 8,  Windows 7, Windows 2003 Server, Win NT Windows 98 Windows XP, FTP, Exchange Server, POP 3, Proxy Server, Firewalls, WAN/LAN Technologies, TCP/IP, NETBIOS, DHCP, VPN, RAS, & DNS
  • An extensive knowledge of web design tools such as Dreamweaver, Photoshop , Imageready,  HTML, XHTML  & Flash. 
  • Experience with creating training documents for internal support as well as clients. 
  • Experienced with working with high-level executives.

Work History

Work History
May 2014 - Jan 2015

Support Engineer

RetailPro

  • Test bugs for the retail software RetailPro and Prism.
  • Provide bug reports to development regarding defects.
  • Take a leadership role by displaying a organized precise way of working.
  • Took escalation calls from RetailPro business partners.  
  • Created VMware/ Oracle Virtual Box Testing environment with  Windows 2008, 2000, and 2003 servers.
  • Used the communication skills to properly get the circumstances of the issues and replicate the problems. 
  • Lead with setting up a Evernote environment for information capturing and sharing.  

Technologies/Skills Used - SQL , VMWare, Oracle Virtual Box and RetailPro POS systems. 

May 2013 - May 2014

Technical Support Engineer

Pearson
  • Supporting Pearson's K-12 administration software.
  • Provide bug reports to development regarding defects.
  • Take a leadership role by displaying a organized precise way of working.
  • Used the SalesForce system to communicate and update tickets .  

Technologies/Skills Used - Bomgar, Windows Server 2008 

Dec 2009 - May 2013

Technical Support Engineer

Visioneer
  • Support Visioneer/Xerox branded high to low-end scanners.
  • Create documentation for clients and internal support.
  • Test and log bugs that are recognized in the scanning software.
  • Use select statements in SQL Query analyzer to examine and fix issues.

Technologies/Skills UsedHelpdesk , Networking, Technical Writing. 

May 2013 - May 2013

Web Developer

EHE International
  • Created a web-based helpsite for their web application using Wordpress. 

Technologies/Skills Used - Wordress, HTML5 , and SalesForce.

Mar 2004 - Jan 2009

Technical Analyst/Trainer

Spheris INC
  • Support Spheris’ medical dictation/transcription program.
  • Create training documentation for clients and internal support.
  • Test and log bugs that are recognized by the first level support.
  • Use select statements in SQL Query analyzer to examine and fix issues.
  • Maintained server up-times by providing 24 hour support, 2 weeks out of each month.

Technologies/Skills Used - Technical Writing, SQL, and QA.

Education

Education
Jan 2011 - Feb 2014

BS Degree

Devry
  • Took two courses in C# programming , learning the syntax and programming theory.
  • Learned database basics, SQL query language and problem solving. 
  • Learned Linux and Windows 2008 server configuration and support. 
  • Learned Active Directory user policy configuration. 
  • Maintaining a 3.75 GPA 

Consumnes River College

Learned SQL Administration and Management in a lab environment.

Certifications

Certifications

RetailPro Report Specialist 

RetailPro 

This confirms proficiency with the RetailPro reporting system. 

RetailPro Applications Engineer

RetailPro

This certifies that I understand implementation and troubleshooting of RetailPro 9. 

Microsoft Certified Professional

Microsoft
This certification establishes that I understand all aspects of the Microsoft Networking Concepts.