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About Me

IT professional with long experience in software support, hardware maintenance, project management, and customer service. Seeking a position that leverages my broad range of experience to meet and exceed your companies goals.

Work History

Eyefinity
Customer Support Engineer
November 2009 to Present
Provide development support to Customer Care group. Identify, verify, and resolve defects in Officemate software.

Borland Software
R & D Engineer
May 2008 to July 2009
Responsible for resolution of defect and performance escalations identified by tier 2 support. Worked with support and developers to address and resolve several defects in the StarTeam and related products. Managed process to resolve performance issues related to StarTeam at several multi national companies. Developed several utilities in Java and C# to enhance the troubleshooting process of StarTeam related issues.

MLMLC Wine LLC dba WineStyles
Owner
Febuary 2007 to December 2008
Operated a WineStyles franchise, selling wine and gifts from a retail storefront.

Borland Software
Technical Support Engineer
August 2000 to September 2006
Provided support for Borland StarTeam. Created, managed, and closed high volume of support cases in a timely, efficient, and customer service oriented manner. Excelled at customer service and support for technical and non-technical users of StarTeam Server in Client-Server and Web environments with MSDE, SQL Server, and Oracle backend databases. Provided support for MS Project, and Test Director synchronizations as well as the StarTeam SDK.

Orasi
Consultant
January 2007 to Febuary 2007
Provided knowledge to enterprise clients on how to implement, configure, and maintain Caliber, StarTeam server, clients, databases, and other supporting tools. Documented and defined implementation, configuration, and maintenance requirements for HP usage of StarTeam and Caliber. Created prototype custom workflow for HP administrative functions for Borland products.

Compaq Computer
Project Coordinator
Planned, documented, scheduled, staged, and started up a Point of Sale replacement and upgrade project for 1400+ locations. Started project 2 months from time of award of business to performing first upgrade. Taught Train the Trainer classes and Installations for Installers in 4 states. Trained field service engineers in 6 states on servicing new equipment in 60 days from development to delivery. Set up processes and procedures for new customer by writing SOW and installation scripts, Account Support Plan, and assembling toolkits.

Contract Solutions/DEC/Compaq Computer
Software Specialist
Provided technical support to field service engineers maintaining Point Of Sale equipment in
1400+ locations in 10 states. Supported Project Manager in administering the account running UNIX and NT 3.51. Reduced parts consumption by analyzing call histories to identify field service engineers needing further training. Reduced telephone support calls from field service engineers by developing and deploying a web site containing parts lists, technical information and software tools. Maintained high level of customer satisfaction through two renewals over 7 years. Analyzed RFP for Point of Sale renewal and upgrade, helped develop winning bid.