- 520 Monet Dr Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

IT Systems Administration ▪ Technical/Engineering Support

Qualifications Profile

    Self-assured, dynamic, and results-driven IT professional with more than 17 years providing high-performance client service, project management, technical and systems administration support in the IT solutions business.

-    Proven exceptional passion for delivering outstanding client/user service that maximize advantages of IT systems in providing process efficiencies in highly demanding business functions.

-    Detail-oriented, analytical and methodical with critical thinking to strategize solutions in address complex technical and system administration issues even under stress.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.

Key Expertise

IT Operations Management

    Strategic IT Planning & Execution

    Technical Service Support

    Process/Workflow Improvement

    Relationship Management (Clients, Stakeholders, Public, & Suppliers)

Project Management

    Concurrent Project Management

    SDLC Management

    Systems/Business Needs Analysis

    Project Budget Management

    Systems Install, Configuration, Conversion, Migration & Integration

    User Acceptance Testing

Administration

    Policies & Regulatory Compliance

    Systems/Database Administration

    Staff Supervision & Training

    Records & Document Management

Technical

    Apps: Kofax Ascent Capture 7/8/9

    Development: Java, & JavaScript

    OS: MS Windows (2003, XP, Vista, 2008, 7 & 8), Mac OS (10.5 Leopard, 10.6 Snow Leopard, 10.7 Lion & 10.10 Yosemite)

    DBMS: SQL Server 2005 & 2008

    Networks: TCP/IP, FTP, & UNC

    Productivity Tools: MS Office (Word, Excel, Access, & Outlook) & Lotus Notes

Professional Experience

Highpoint Solutions, Llc, Xxxxxx, XXXXXX

    Provided onsite technical support for IBM Emptoris Contract Management system for over 500 pharmaceutical company clients and users.

    Managed systems administration support, creating and deactivating user accounts, analyzing and resolving daily issues, managing contract security, setting up approval workflows, executing daily batch jobs for contract export and vendor imports, while ensuring completion of nightly database backups.

    Performed monthly database refreshes of Emptoris production environment to development and test systems, installing and testing systems upgrades and iFixes in development, test and production systems, and interacting with IBM to resolve outstanding issues during weekly conference calls.

EMC Corp. Xxxxxx, XXXXXX

    Handled majority of high-priority incoming support calls and emails from EMC clients and partners, reproducing client issues on the VMware ESX server for escalation to engineering and development teams to ensure fixes and upgrades were delivered on time.

    Captured resolved cases in a knowledgebase system for future reference, writing technical articles for EMC online support resources, and generating bi-weekly reports to management on open and closed case statistics.

    Performed in-depth analysis and executed SQL queries for troubleshooting client database issues, creating Windows user accounts to help determine causes, workarounds, and permanent solutions.

    Coached and mentored team members to expedite problem resolution, chairing weekly huddles to discuss bug fixes and software issues for resolution.

Entology, Inc. Bedminster, NJ

Education & Credentials

    A.A. in General Studies, MONTGOMERY COLLEGE Xxxxxx, XXXXXX (2015)

    Certification in Computer Programming, CITTONE INSTITUTE Edison, NJ (1998)