Quality-focused IT professional with a Bachelor of Sciences in Management Information Systems. Proven ability to create and deliver solutions that exceed corporate objectives tied to business and technology performance. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical business/configuration issues. Perform training and develop documentation for application systems. 10 years of experience as an Information Systems Technician at Harris Corporation.
Aug 2008 - Present
System Administrator(Intern)(8/2008- Present)
System Administrator in a Tier III support capacity, solving Server and WAN Systems problems. Defined and mapped business architectures and processes and then suggested improvement of processes with a (proof of concept) SharePoint implementation. Print Server Administrator: Management of Print Queue’s and assigning Node names. Control of 700+ Printers, Copiers, and other devices. Resolving internal customer’s issues working within the BMC Atrium ticketing system.
Key Contributions & Accomplishments:
Customer Support & Satisfaction – Solving customer’s problems on varied subjects, from Active Directory issues to Printer issues (resolved 150 trouble tickets and counting). Excellent at turning problematic situations into positive customer outcomes. Reduced ticket repair times using Business Process Improvement to incite rapid change.
Professional Development – Utilized business process engineering to set standards and recommend improvements to existing processes.
May 2008 - Aug 2008
Software Configuration Management
Software Configuration Management(Intern) (5/2008 to 8/2008)
Utilized Software Development Life Cycle attributes: Identified and documented requirements for a website then designed, received approval, and then built website with Microsoft SharePoint.Promoted Request for change in CAB meetings. Initiated Implemented and resolved over 25 Request For Change (RFC) within the Change Management arena. Implemented an upgrade for IBM Rational ClearCase including writing Installation and Back out Plan. Worked 100+ problem tickets to resolution.
Key Contributions & Accomplishments:
Customer Support & Satisfaction -Served as a liaison between the internal business community and the IT organization.Identified and confirmed client business requirements, documented development requirements and configured workflow designs to aid management projects.
Professional Development – Expanded background knowledge in Configuration Management and the Change management arena with some working knowledge of ITIL, BPM and project management methodologies
1989 - 2000
Information Systems Technician
Information Systems Technician (3/1989 – 5/2000)
Performed integration, assembly, installation, troubleshooting and testing on large and Small- scale networked computer systems for the FBI, FAA, NASA and other Government Agencies. Teamed with program management monitoring fault tracking and quality assurance processes. Experience translating high-level business requirements into functional / technical specifications. Some technical writing experience.
Customer Support & Satisfaction – Worked with internal and external customers including, Government agencies, to institute change in an accepted manner that constantly exceeded customer expectation.
Professional Development – Decided to progress to a higher level and pursue a college degree, which I have accomplished.
UCF (Relevant Courses)
MIS Techniques, Essentials of Management Information Systems,
Database Design and Implementation, Information Systems Analysis
Design, Enterprise Application Development,
2005 - 2009
Bachelor of Sciences
General UCF Information
The University of Central Florida is listed in “The Best 371 Colleges: 2010 Edition” by The Princeton Review. UCF is also ranked as a "Best Southeastern College," and a "2009 Best Value Public College" by The Princeton Review. In the 2009 edition of Best Colleges by U.S. News & World Report, the university is ranked as a Tier 3 National University and the seventh-best "Up-and-Coming" national university. The UCF College of Engineering and Computer Science was ranked 80th and 86th nationally in 2008 and 2009 respectively.
This is a Visio document I made while working for Orange County Government