BMO Core Consulting

– Provided desktop support, software installation and troubleshooting, on Windows 7/10 and MacOS 10.12 desktops
– Provided phone and remote support to clients to walk them through common issues and used Insightly CRM for ticket tracking and relationship management
– Worked with client to migrate their e-commerce platform from CentOS 5 to CentOS 7 on a LAMP stack
– Developed documentation for business processes and in-house software platforms for business continuity
– Bug fixed software written in C# and PHP that connected the client’s online store to their QuickBooks backend
– Mitigated virus infected WordPress site to bring client’s site up to full functionality with no data loss; resolved security issues
– Coded WordPress plugin in PHP that connects to e-commerce databases and displays product information on any page or post; Uses GitHub and PHPUnit to explore building robust software where quality and testing are integral to the project’s success
Most Significant Achievement: Developed strong relationships with members of the business community, kept small business running by providing solutions to technical and non technical problems, and grew both personally and professionally
Reason for Leaving: Current Position

 

 ITG, Inc.

– Interpret customer requests and takes appropriate action to produce high levels of customer satisfaction that are balanced with business needs.
– Coordinate with other team members to categorize, prioritize and resolve software application issues dealing with all levels of the electronic trading technology systems.
– Interact regularly with members of the development team to produce software solutions that address operational needs and requirements.
– Coordinate and implement updates and modifications to software.
– Provide phone support to external (brokers, institutional buy side and hedge fund clients) and internal (accounts executives, implementation consultants) customers by answering complex questions on function and usage of electronic trading
– Resolve technical support issues and problems in the areas of system configurations, functionally and enhancements.
– Serve as primary liaison between customer and the firm.
– Provide dedicated hotline and face to face support to internal and external clients.
– Implement software and network installations at institutional client sites.
– Coordinate new connections and test new production TNS LVCs/Radianz interactions prior to client usage.
Duration: 5 years, 5 months
Most Significant Achievement: Developed documentation, processes, audio/visual training presentations and Perl applications that enabled greater efficiencies to help the team while being sole Asia Pacific/EU electronic trade support team member
Reason for Leaving: Left to become caretaker for family member and start an IT Consulting firm
 

Harvard University

– Provide advanced technical support and support to Faculty, staff, and students – Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms in an enterprise environment – Acts as Subject Matter Expert a range of specialized systems within a large portfolio (e.g. application expert, remote access expert, mobility expert, Mac Expert) – Provide multi-media/classroom technology and equipment support for instructional environments and special College events
– Consultation & Solutions – Research and recommend equipment and application purchases for customer base. – Explore, test, and implement new, custom, specialized, or standardized IT solutions and services as required. – Create and deliver customer-focused training on various types of technologies in the IT service portfolio
– Operations & Process Improvement – Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services – Assess, QA, document, and train on desktop, applications, media, and classroom technology solutions that can be applied across the College – Collaborate with faculty and staff to streamline business processes using information technology solutions. – Create and update technical documentation in support and services knowledge base
– Other Duties – Participate in project work as required, including non-business hour deployments (e.g. periodic nights and weekends)
Duration: 3 months
Most Significant Achievement: Asked to become full time employee after only a short time as a contract employee
Reason for Leaving: Offered a position at ITG, Inc. that was removed due to position funding. Took contract role at Harvard until position at ITG, Inc. became available.
 

CSMi Medical Solutions

– Managed virtual hosts on a Server 2008 platform on dedicated servers
– Installed and configured Windows Server 2008, SQL Server 2008 test machines for development use
– Installed IDS system, configured development and production IIS7 environments, redirected unsecure HTTP traffic to SSL connection, setup dev server on DMZ, and configured DNS settings for domain names to point to servers (used A records for faster DNS querying)
– Sourced and implemented a solution for a web application that included managed dedicated servers running Windows Server 2008, IDS/anti-virus systems, IIS/.NET web servers, and SQL Server 2008
– Managed multiple dynamic legacy websites for marketing department, designed HTML e-newsletters for sales manager
– Supported in-house developed software and hardware units.
– Remotely configured client/server architectures to allow greater productivity
– Researched and implemented ticketing system to keep track of customer issues and improve end-user’s technical support experience
– Sourced a dedicated server to host web applications.
– Programmed web applications in C# for desktop and mobile use.
Duration: 1 year
Most Significant Achievement: Assisted hardware engineer developer entrusted with developing a web application with HIPPA requirements with testing and verifying HIPPA compliance and server hardening
Reason for Leaving: Offered role at ITG, Inc.
 

MD Anderson Cancer Center

Managed ticketing system and resolved issues for users in person, over the phone, and through the network
– Installed and configured Windows XP, 2000, and 2003 as well as supported the operating systems
– Installed and configured Linux Samba (NFS/SMB) file server for team use with OSX, Windows, and Linux clients
– Received a Performance Award within the first year of service for going above and beyond position’s duties
– Managed a queue of incidents for users across two separate departmental groups (Mac and PC, 250+ users)
– Supported institutional Blackberry devices and personal Windows Mobile/Palm PDA’s
– Earned top rating on performance evaluation; only action item on evaluation was to earn a computer related certification and earned an Apple Certified Helpdesk Specialist certification two weeks later
– Managed a team of 4-7 individuals to deploy new leased computers and return the older hardware
– Learned how to perform job duties quickly; able to work productively with no supervision within the first 3 days
– Improved process for keeping records and storing data; designed paper forms and an electronic database to keep information within grasp without being prompted
– Created a website inside the corporate intranet for other team members to look up information regarding computer issues – mainly aimed at helping new techs in the position learn the position much faster
Duration: 2 years, 5 months
Most Significant Achievement: Entrusted with programming projects when primary role was desktop support
Reason for Leaving: Moved to Northeast to be closer to family
 

ArrowStarr

– Installed a network for a multimedia production firm from the budgeting process to completion and stayed on budget. The system included a firewall, print servers, secured wireless access points, a load balancing router, and workstations
– Maintained network and network security; managed moves, adds, and changes (MACs), & assigned IP addresses
– Provided technical assistance and backup coverage for technical support to update documentation
– Wrote non-technical proposals for new hardware acquisitions. The position was focused on supporting internal and external clients, troubleshooting hardware and software, and repair for problems
– Researched and built Avid video editing workstation computer, and fileserver workstation totaling over 3 terabytes of storage space on gigabit ethernet network
Duration: 3 years
Most Significant Achievement: Helped a small family business with their IT needs grow and become more efficient
Reason for Leaving: Graduated with BS degree and offered position at MD Anderson Cancer Center

Experience

The Pennsylvania State University
BS, Information Science and Technology
2002-2005, Dean’s List Accredited with 3.92 GPA

Harvard University Extension School
Masters Degree in Software Engineering
Expected Fall 2019

Education