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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.

Work experience

Aug 2008Present

System Administrator

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 2008Aug 2008

Software Configuration Management

Wyndham Vacation Ownership

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


Information Systems Technician

Harris Corporation

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.

Key Contributions:

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,

General BusinessCurriculum.


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.


Pete Miravalle

Pete was my immediate supervisor while I was working at Harris Corporation. He can elaborate on my duties and caliber of work I accomplished at Harris Corporation.

Alison Beavers

Alison was my supervisor while I worked at Wyndham Vacation Ownership. She can fill you in on my activities while I was working there.

Glenn Floyd

Glenn is my supervisor and he can answer any question you my have about my work accomplishments since I started at Orange County Government.


Business Analyst
(Beginner) <1>, ( Last Used <1>   Business Process Management, Modeling, Software Development Life Cycle, Capability Maturity Model Integration, Knowledge Management
Software Skills
(Intermediate) 1-2 Years Experience, ( Last Used <1>   IBM Rational ClearCase and BuildForge, Microsoft SharePoint, Visual Studio 2005, SQL Server 2005, VMware Virtual Center, S.A.P. [Visual Composer, DynPro NetWeaver,R/3, SAPGUI], Visio, Windows Server 2003, BMC Atrium (QVMAGIC), Microsoft Office 2003 (above Average), Crystal Reports, Windows 3x/9x/NT/2000/XP/Windows7(beta).
Applications/Operating Systems
  ·        Windows 2003 Server ·        Windows 98/2003/XP ·        Active Directory ·        MS SQL Server 2005 ·        Tape Back-ups ·        Virtual Private Network ·        MS Office Suite, Outlook ·        Strong Communication Skills ·        Team Player


Top Secret/SCI

NASA, FBI,other