PROFESSIONAL PROFILE
- Team player and leader. Provided eight years of diverse management solutions for hospitality and resort industries.
- Strong communication and presentation skills. Conducted lectures, training, and televised promotions and marketing. Wrote highly detailed staging, installation, and training documentation for retail deployments.
- Excellent analytical and problem solving skills with a strong sense of client commitment and advocacy.
- Extremely well organized and detail oriented. Maintained and built QuickBase(Intuit) databases for complex deployments and customized OpenTable(CRM) online reservation databases.
- Culturally aware; willing to travel as requested. Completed international contracts and projects across several different countries, such as Canada, United States, United Kingdom, and the Cayman Islands. US resident with a Green card; able to work in the US without sponsorship. Canadian citizen with valid passport; not affected by travel embargos placed against US citizens traveling to Canada for business.
Operating Systems
Windows 2008 R2, 2003, 2000, & NT Server, Windows 7\Vista\XP\ME\NT\98, and Redhat 8.0.
Hardware
NCR, IBM, Dell, HP, Gateway, Mintronix, Posiflex, Servers, PC’s, compatibles, and peripherals. Cisco, Milan, 3com, Westell, Netopia, Linksys, Dlink, SMC, and Netgear routers and switches.
Software Packages, Online/SaaS Solutions, and Database Management
Understanding of multiple software packages and online/SaaS solutions, including Microsoft Office Suite, Visio, OneNote, Lotus Notes, VMware, Remedy, HP Quality Center, Visual Studio Team Foundation Server, McAfee, Norton, Novell, Netcracker, MTX/openEPS, Advanced Checkout Solutions(ACS), AirWatch, ZenDesk, OpenTable, QuickBase(Intuit), SharePoint, Replicon, and Concur. Experience with mySQL, SQL Server Express 2005/2008, and MSDE database platforms.
Network Protocols, Communications, and Development
Knowledge of network and communication standards/protocols (ISO, TCP/IP, Ethernet, Frame Relay, POTS, ISDN, T1, and DSL).
Software Testing/System and PC Maintenance
Software beta testing and patch verification enhanced problem solving skills by finding root failure resulting in patch deployment or re-installation. Performed system/pc repair to improve efficiency and performance, while working in testing environments and on-site at customer sites.
Project Management
MS Project and QuickBase(Intuit). Strong communication, motivation, and leadership skills deployed in various software and hardware deployments.
Website Design, Administration, and Hosting
Macromedia Dreamweaver, Flash, Microsoft FrontPage and Expression, Joomla!, WordPress, Adobe, IIS, and cPanel. Perform webmaster duties for www.thwaites.info. Performed webmaster and forum administrator duties for www.lxproductions.com and NCR’s ACS-IR product support customer-facing website.
Programming Languages
Fundamental understanding of C, Java, Flash, HTML, PHP, and XML.
EDUCATION
Bachelor’s Degree in Network and Communications Management
DeVry University – Decatur, Georgia
Graduated with a 4.0/4.0 GPA
DeVry Presidential Scholarship Award – 2003 & 2004
DeVry University Dean’s List – 2002, 2003, 2004, & 2005
National Dean’s List – 2003
President of Epsilon Delta Pi – 2004 & 2005
A.I.M. Mentor for DeVry and Keller Alumni Association – 2011
IT/NETWORKING EXPERIENCE
AIRWATCH – ATLANTA, GEORGIA
FEBRUARY 2012 – CURRENT
Implementation Consultant - Support the successful delivery of AirWatch, an enterprise management software solution designed for use in a variety of customer environments, work directly with the client and other team members on the day-to-day tasks involved with the implementation of the AirWatch solution including: leading server installations with the AirWatch console, including all relevant 3rd party technical components, leading mobile data terminal, client software installation and configuration activities, supporting both mobile application and console implementation efforts, including application configuration, testing, and issue resolution, both on-site at the client location and remotely, leading end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical users, support and / or leading multiple customer implementations concurrently, providing AirWatch solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiences, supporting AirWatch software quality assurance activities, including testing and documentation of product issues,establish clear, accurate project timelines and schedules; Monitoring progress against schedule; building in and executing contingency plans as necessary, proactively troubleshoot and resolve issues that arise during implementation, update and maintaining project issues list, which includes prioritizing issues, and actively seeking out opportunities to teach others; coaching team members to achieve higher performance.
NCR – DULUTH, GEORGIA
JUNE 2008 – FEBRUARY 2012
Professional Services Consultant – Delivered innovative industry and horizontal solutions to clients by developing and managing client transition strategies to solve the client’s business problems. Duties included working directly with clients to define, influence, and solidify project scope, wrote staging, installation, and training documentation, became the subject matter expert for escalation, worked with colleagues and engineers to refine processes to satisfy clients expectations, tested proposed solutions to refine documentation and escalate issues to engineering, provided pre-install/preparatory planning and logistics, built deployment management databases, performed project management/coordination, assisted with deployment scheduling, oversaw on-site pilot installs to refine processes and documentation, provided software and hardware troubleshooting, provided on-site and remote training and support. Achievement: nominated as consultant of the year in 2008.
NCR – DULUTH, GEORGIA
JULY 2007 – JUNE 2008
Solution Engineer – Provided tier three support for NCR Retail/Hospitality and Self Service Solutions Advanced Checkout Solution (ACS) point-of-sale products. Acted as the customer escalation point for the all software application feature/function and performance-related issues and provided leadership for crisis management. Worked with front-end, server, workstation and back-office applications, as well as customer specific integration software. Owned the technical relationship with NCR customers by phone, email, and through remote access. Identified software problems, documented course of action, ruled-out circumstantial information, assessed areas of an application to focus isolation and duplication efforts, and tested hypothesis to formulate a viable solution. Wrote technical/knowledge base articles, processed time and material requests, managed independent retailer website, developed and expanded product knowledge, documented status of projects and open issues, followed-up on issues and process independently, and coordinated problem resolution activities with other IT organizations when required.
OPENTABLE, INC. – DULUTH, GEORGIA
MARCH 2005 – JULY 2007
Restaurant Operations Consultant – Performed all services for OpenTable local and remote installations, upgrades, POS integrations, user/manager software and CRM training, support, and data imports/exports. Duties included, server/router configuration, floor plan/reservation/database design, network connectivity setup, initial and follow-up training, technical consulting to OpenTable system users, troubleshooting with restaurant sites to solve system or connectivity issues, provided shared evening and weekend support, conducted product in-house training seminars for restaurant customers, provided feedback to product management for product enhancements, acted as a technical reference for the sales team, provided comprehensive training for new recruits ensuring their QA and production levels exceed expectations, and consistently worked with national groups and high profile accounts. Achievements: one of the top two installers in the field for 2006 and 2007. Installed the most sites in 2006 with a perfect QA score.
IANYWHERE SOLUTIONS – INTERNSHIP – ALPHARETTA, GEORGIA
NOVEMBER 2004 – MARCH 2005
IT Support Engineer – Performed a Windows NT/2000/2003 server cluster migration entailing software installation/updating, created drive/partition images with Symantec ghost, configured multi-boot server platforms, established client/server administration privileges, enabled shared network resources, and upgraded and troubleshoot hardware/devices.
DEVRY UNIVERSITY – SENIOR PROJECT – DECATUR, GEORGIA
NOVEMBER 2004 – MARCH 2005
Created a comprehensive wired/wireless proposal for a metropolitan Atlanta steel fabrication company to eliminate network bottlenecks, increase network bandwidth, reduce the threat of viruses, protect secured data, increase wireless coverage, and produce documentation illustrating their current network topology. Provided an enterprise proposal entailed thorough analysis and implementation involving physical port tracing and documentation, a multi-level wireless site survey, Visio and Netcracker simulation diagrams, protocols analysis, security planning, cost benefit analysis, and the creation of a dynamic website illustrating the services our mock consulting company offers.
DEVRY UNIVERSITY – DECATUR, GEORGIA
AUGUST 2003 – MARCH 2005
Lead Help Desk Analyst – Maintained, upgraded, and supported existing systems to ensure operational stability for internal and external user groups, provided support for productivity software platforms served across the Novell and Microsoft networks, and earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier.
SUPPLEMENTARY INFORMATION
References are available upon request.