• Analysis
• Problem Solving

• Training
• Advising

• Consulting
• Communication

• Adaptability
• Assertiveness

• Analyzed problems and concerns of computer users; identified and researched user needs; provided expertise, advice, and training; and suggested effective solutions. Results: Established more secure and reliable computer systems for customers.

• Solved engineering inefficiencies at an Internet service provider; researched team needs, created applications, tested automation scripts, and implemented procedures. Results: Automated from 0% to 80% and increased available data by a factor of 10; increased proactive resolution of network problems.

• Trained users of all ages how to use the Internet, assisted with Internet research, demonstrated web site creation, and enabled online communication. Results: Introduced the Internet to people, who were previously unfamiliar with it, so they could navigate it effectively.

• Advised in the hiring process at an Internet portal; interviewed candidates, assessed their skills and level of desire, and evaluated their ability to integrate with the team. Results: Provided the hiring decision-maker with valuable feedback and assisted in choosing the best new Quality Assurance team member.

• Created web sites for prominent businesses; researched company needs and concerns, consulted with executives, created their online image, designed compelling web sites, and streamlined site maintenance. Results: Expanded and improved the online image for these companies.

• Platforms: Windows 95/98/ME/NT/2000/XP, Unix (Solaris, RedHat Linux, FreeBSD, X-Windows), MacIntosh
                     [Includes Installing and Upgrading Operating Systems and Software]
• Scripting Languages: PERL, CGI, ASP, JavaScript, Expect, TCL, Python, CSS, XML
• Version Control: Clearcase, CVS
• Bug Tracking & QA: PVCS Tracker, SQA, SilkTest
• Servers: Apache, FTP, TFTP, MySQL
• Design: Adobe Photoshop, Web Interfaces, Web Site Design
• Software: Microsoft Office, Ghost, System Commander, InstallShield, Lotus AmiPro

Collector: Made outbound calls to customers to attempt to bring their accounts current; reviewed and researched accounts in Hogan and Shaw; logged results in You Owe Me tracking system.

Client Support II: Provided superior customer service to schools at the Help Desk. Provided technical support, performed troubleshooting and upgrades, and recommended effective solutions for resolving issues reported by clients. Provided extensive support for Citrix MetaFrame users.

Technical Customer Service: Provided world class customer service and created rapport with clients who called into the Call Center. Used active listening skills, troubleshooting, and technical expertise to isolate client issues, log them in Clientele database, and provide effective solutions for resolving those issues. Accessed extensive set of tools to research and troubleshoot issues, created new user accounts and performed password resets, obtained and resent data, and educated clients.

Independent Consultant: Provided technical support, performed troubleshooting and upgrades, and educated clients regarding security. Assisted with new computer purchases, provided Unix support, and created new applications. Designed web sites using HTML, CGI, JavaScript, and Photoshop.

Release Engineer: Created PERL applications to automate the deployment process for a voice software product and consolidated 12 pages of deployment procedures into a few simple steps, thereby reducing product deployment time by 50% and making the process almost fully automated. Set up, managed, and tested Windows and Unix build environments for 10-15 developers.

Senior QA Engineer: Managed every aspect of PVCS bug tracking system and the release process for new features and partners on the service as project lead. Created PERL applications to streamline QA testing procedures and interface with Clearcase. Created automated test scripts with SilkTest.

Teacher: Taught several introductory night courses on how to use the web and create web sites.

Web Developer: Designed and maintained web sites for prominent Boston and NYC businesses, including radio stations with an extensive listener base. Created PERL back end applications that allowed these companies to update their sites themselves. Created the online image for companies.