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EMPLOYMENT /CONTRACTING
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Help Desk Analyst for Stores and Corporate Users
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May 2011 - Present
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Ann Inc (Ann Taylor) Retail Operations, Cary, North Carolina
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- Incident creation and management utilizing BMC Remedy 7.5
- Effectively use remote tools DameWare and Join.Me to solve issues at stores and for corporate users
- Work with users to solve issues with Windows-XP based Retail Suite, and numerous employee-management enterprise applications, including SAP
- Troubleshoot handheld inventory control devices running the Windows-mobile OS
- Microsoft Active Directory Active Roles maintenance
- Interface with store staff to troubleshoot hardware and network issues; determine need to escalate to third-party vendors
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Help Desk Support
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Sept 2010 - Feb 2011
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Viztek Inc. - DICOM Imaging Software, Garner, NC
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- Trouble resolution for physicians and radiology staff in support of Viztek's DICOM-compliant diagnostic imaging applications, with versions implemented on Windows Client/Server platforms (Win XP, Win 7, Server 03, Server 08) and as a SaaS product
- Interact with dealer personnel and IT Staff via phone/remote tools on new installs as well as network and functionality issues involving PC and server hardware, Windows permissions and security, DICOM printing, CR scanners, virus infections, network security configuration
- Use queries to modify MS SQL databases
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Field Service Engineer
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Feb 2010 - September 2010
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Kforce Professional Staffing, Raleigh, North Carolina
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- Project: Perform Raleigh-area reconfiguration of accounting office for Harris Teeter grocery store chain; required installation/configuration of new networked computers, removal of out-dated equipment
- Ongoing Hewlett-Packard/Liberty Mutual project: Perform deployments of new hardware and run Light-Touch-Installation (LTI) to accomplish upgrade to Microsoft Windows Vista
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Field Service Engineer
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June 2010 - July 2010
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Advantage Technical Resourcing, Cary, NC
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7-Day project: One of team to work with Hewlett-Packard and inside IT to perform one of the concurrent US branch deployments of new networked computers for 83 employees. Our team was noted for successfully installing the highest number of PC's per tech. I was called back as the sole person to oversee the disposal of the legacy machines we took out-of-service, including supervising a 2-person packing team.
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Freelance Web Site Development & Interactive Marketing
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August 2007 - September 2010
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Nancy L Starr, Raleigh, North Carolina
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- Deliver effective in-person and web-based instruction; perform desktop support (including Windows 7) utilizing remote tools such as Crossloop, Skype, RealVNC, TeamViewer, Join.me
- End-to-end web site development aimed at small business; utilizing Dreamweaver, coding with HTML/CSS, content management systems (CMS) such as "Joomla!"
- Specialize in implementation of Search Engine Marketing (SEM) and Search Engine Friendly (SEF) strategies designed to maximize conversion rates and the overall visitor experience
- Perform duties as required to set-up web host manager (WHM) for domains, cPanel for e-mail configuration, file management, MySQL database maintenance, PHP configuration
- E-commerce systems utilized: Virtuemart plug-in for Joomla, Magento Commerce, eBay Turbo Lister and template creation, eBay Selling Manager Pro, eBay store maintenance and file exchange, PayPal Website Payments Standard, Google Checkout, Payvment for Facebook
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Network Specialist - Sole Inside IT Staff
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Febuary 2007 - August 2007
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Boy's and Girl's Club of Collier County, Naples, Florida
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- Inside network administrator for two Windows Server 2003 Primary Domain Controllers, 70+ client workstations
- Strategic implementation of network security measures to thwart youthful users
- Configure, maintain LAN and WLAN, VLAN resources, including PC and network hardware, VOXEO interactive voice response system, printers, imaging devices, barcode scanners and biometric devices
- Install and configure proprietary educational and membership tracking software
- Resolve hardware/software issues that arose involving same
- Implement VLAN across domain to monitor computer labs
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L2 Technical Specialist - VAIO Product line (Help Desk)
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July 2000 - October 2006
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Sony Corporation Inc, National Call Center, Fort Myers, Florida
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(Duties as Technical Specialist): - Demonstrated leadership in customer satisfaction by achieving over 97% average for quality assurance reviews for 3 years running; achieved highest rating of distinguished for accepted knowledgebase articles.
- Roaming help desk: interface directly with Tier 1 agents to coach in technical and procedural issues.
- Granted supervisor-level authority to provide best solution to augment customer satisfaction
- Resolve wireless connectivity issues between Sony notebooks, Sony and non-Sony routers, Palm OS handhelds, Sony Location-free TV products and other proprietary leading-edge devices
- Proactively resolve difficult technical and procedural call-backs to improve customer retention
- Effectively assess defective hardware part requirements and assist on-site technicians with field troubleshooting
- Monitor Business and Professional product support engineer requests via inbound calls, e-mail and instant messenger
- Level 1 Help Desk for Sony's Business and Professional line, including, but not limited to, Digital Imaging Kiosks deployed at retail locations, the AIBO robot, enterprise-level tape backup systems
(see some letters of appreciation from Sony customers here - frolickingfrog.com/my-sony-kudos-letters) - Palm™ OS-based hand-held (CLIE)/Digital-convergence Specialist (from 2000 to 2001)
- Authored an instructional document used for new hire training at Sony University
- Recognized as one of top 5 for knowledge-base updates for the CLIE product-line
- Selected to coach/mentor peers in product concepts and support methodology
- Resolve connectivity issues between Sony VAIO® products and Sony digital imaging products
- Technical Representative (Initial position - promoted to CLIE Specialist within 3 months )
- One of select personnel to receive Digital imaging/PC convergence training
- Chosen as 1 of 7 in pilot group to receive direct training from developers/engineers for Sony's new Palm-OS based hand-held (PDA) product called the CLIE
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Florida Certified Business Data Processing Instructor
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1995 - 2001
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High Tech Center North, Business & Industry Services Div, Lee County, Florida School System, Cape Coral/Fort Myers, Florida area
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- Develop curriculum and training documents; deliver instruction to adults in business productivity applications at the novice to advanced level in a classroom setting, at both on and off-site locations. Topics included Microsoft Windows in a networked environment, Microsoft Office Professional, Real Estate specific apps, digital Imaging techniques, Optical Character Recognition (OCR)
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Project Coordinator, Technical Trainer
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1998 - 1999
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Genesis Computer Solutions, Fort Myers/Naples/Bonita Springs, Florida
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- Assist sales with strategies, fact-gathering and compilation of estimates for business automation projects based on Windows Client/Server platform.
- Research best of class hardware configurations, make purchasing decisions based on project requirements.
- Act as project manager for Windows network implementations/upgrades.
- Coordinate with internal staff and outside contractors to ensure seamless implementations, upgrades and conversions of proprietary software systems; examples: networked accounting and point-of-sale packages (POS), MediSoft medical practice and claims management products.
- Train customers' staff in best-practice methods intended to maximize their productivity and quickly raise their comfort level.
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Operations and Project manager, Technical Trainer
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1993 - 1998
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Starr Tech Computer Center, Sole-proprietorship, Fort Myers/Bonita/Naples Florida Area
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- Perform business operations tasks; oversee contract staff
- Compile estimates and oversee implementation of business automation projects based on Microsoft Windows Client/Server networks and the Office Suite.
- Utilize extensive knowledge of banking and accounting computer systems to perform DOS-to-Windows software conversions of MAS90, Peachtree, and Intuit QuickBooks accounting packages
- Develop and deliver classroom and one-on-one technical instruction to key personnel in support of conversion of manual processes, use of networked resources, best-practice productivity tools for applications, such as MS Office, patient claims tracking, accounting system set-up, and point-of-sale system management
- Won referral contract to provide a variety of technology services to the Fort Myers Association of Realtors, including hardware and software upgrades required to convert terminal-based MLS system
- Use desktop publishing and image editing software to create print-ready newsletters and promotional materials for my company as well as several non-profit organizations
- Write technical articles targeted at end-users for aforementioned newsletters
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