11301 NE 147th, Kirkland, WA 98034
Utilize my existing analytical, administrative, and managerial skills in an IT position with responsibilities including problem solving, planning, organizing, and managing budgets and people.
2006 to Present ~ Dell Managed Programs Services-- Everett / Renton WA and Portland OR
Boeing/Dell/Lexmark Northwest Printer Refresh Inventory Project / PROJECT MANAGER
Managed team consisting of 3 data entry employees, 3 technical leads, and 25 technicians from the Command Center in Everett for the Managed Print Services inventory of print devices for the Lexmark refresh and optimization for all Boeing facilities in Washington and Oregon. Tracked performance metrics, complete asset management, head count budget, badging, hiring, and firing of employees. Coordinated with Dell, Lexmark, and with Boeing MPS, Security, and Facilities Focals for the special needs of this large project of 13,000 assets. Organized inventory teams to meet project goals, accuracy metrics, and bonuses. The project was completed 2 weeks early and several thousand under budget.
Boeing BEDSS, MPS, and RDM Dell Transition Project / TRANSITION PROJECT MANAGER
Transitioned simultaneously the Portland site for Dell/Boeing MPS, BEDSS, and the Renton Remote Operation Center (Remote Desktop Management). Performed Due Diligence on all three projects working with Boeing Site Focals, defined process flows, procedure documents and WBS for refresh, Break-Fix and IMACD for present and future state scenarios. Coordinated new Boeing equipment, office and storage space for Dell teams for steady state. Interviewed and hired candidates for all three projects. Met and exceeded all goals, with dashboard solid green for the entire process for all 3 transitions and steady state to date.
Dell/Boeing BEDSS Steady State / PROJECT MANAGER
Administered the IMACD escalation and expedite inbox from Assumption of Service to Jan 07 coordinating with Boeing end users and Computing Focals and Dellís service provider partners to resolve all issues and needs. Created IMACD steady state process flows and procedure manuals. Create daily performance and defect metrics for IMACD for 11 sites and 6 distributed sites for MPS, Break-Fix and IMACD. Report out daily metrics for RDM and involved with many ongoing special projects on streamlining the process for better cost savings to Dell and Boeing. Analyze, edit, reconcile, and negotiate the monthly IMACD billing file with Boeing Focals to be certain Boeing is billed for all services preformed by Dell.
2003 to 2006 ~ Microsoft / MSN -- Issaquah / Redmond, WA
SUPPORT ANALYST 2 / SUPPORT ENGINEER 3
SUPPORT ANALYST 2
Troubleshoot online content, publishing systems and related advertising tools, Ad Center (MoonShot), Ad Builder, Ad Expert and Ad Reports. Working with MSN Sales and internal partners to gather escalation information and business impact. Communicating high priority escalations with MSN technical partner teams for accurate triage and response. Creating post-mortem and resolution documentation for issues. Composing timely worldwide correspondence or alerts to Sales and Clients as appropriate.
Create process flows and troubleshooting documentation in the support knowledge base. Coordinate with team members to manage daily team workload. Coordinate the creation of support policies, processes and documentation for future ad serving systems and products. Create and run SQL queries. Participate in occasional conference calls with Sales and Advertising clients. Help foster innovation in tool and process development by, submitting featured requests for future tool releases, identifying bugs in the tool set and send to Support Developers and working with internal trainers to Q/A processes and checklists.
SUPPORT ENGINEER 3
Provides fourth level response for technical support including escalated issues, mainly to end users, along with developers, product groups, and corporate customers. Supporting via telephone, written correspondence, and electronic media. Providing internal team metrics, technical training, coaching and mentoring to other engineers. Acts as substantial technical resource in certain product areas and provides support for complex products, including MSN 8.5 & 9 client, Passport, MSN Hotmail, MSN Messenger, Windows Messenger, MSN Groups, 3 Degrees, Xbox-Live abuse and billing. TCP/IP and Network architecture broadband/narrowband, DSL, Cable, ISP Dial-up troubleshooting.
to 2003 ~ Western Wireless / Cellular One -- Issaquah, WA
TECHNICAL SUPPORT SPECIALIST
Resolution of customer concerns and inquires while promoting customer satisfaction resulting in outstanding service delivery. Answer inbound calls within specified service performance commitments; applies troubleshooting skills to determine cause and perform problem resolution. Transfers and/or escalates problem ticket based upon knowledge of standard practices, procedures and scope of job level responsibility. Monitor and follows-up on the progress of problem tickets with clients, technical resources, other help desks and agents to confirm resolution of issue. Identify problem trends and escalates to appropriate resource for root cause analysis and problem resolution.
2002 - 2003 ~ Earthlink Internet Services -- Bellevue, WA
TECHNICAL SUPPORT SPECIALIST
Provide technical support in a high volume call center for all Unix, Windows, Macintosh OS, Iopener/Netappliance, Cidco/Mailstation, Nokia Cellular Phone, X-Box Live, Sony PS2, and Dreamcast platforms for dial-up, cable, ISDN, Satellite, DSL Internet Service, home networking and email clients, in a customer support environment. Handle caller's technical questions and assist them in resolving their issues in a timely manner. Communicate with varied levels of user knowledge and adjust my manner of explanation and terminology accordingly. Cross-trained to take Customer Service calls when needed.
1999-2002 ~ HostPro / Interland -- Bellevue, WA
TECHNICAL SUPPORT SPECIALIST / JR. SYSTEM ADMINISTRATOR / Level 2 / Kana Super User / SME
Provided Email and phone technical support for clients, and assisted them with troubleshooting various Internet Information Server 4 & 5 issues, folder permissions, DNS issues, web site domain name troubleshooting and domain registration. Assisted customers with setting up email clients, configuring their web site, and setting up their online shopping cart with Miva E-Commerce Shopping Cart Software, in Windows NT 4.0 and Windows 2000 Shared Servers in an Email and Web Hosting Environment. Commonly preformed Live Media House Statistics Server setup, DNS Zone File maintenance including IP routing and MX record changes, Basic SQL Server 7 database and SSL configuration and troubleshooting, basic web script debugging, and UNIX mail system maintenance. Kana Super User for this CRM for the Microsoft's Support group. The Company merged with Interland Technical Support Department and was moved to Atlanta. I was offered a relocation package but declined. I instead traveled to Atlanta in order train the new staff as a Subject Matter Expert for 6 weeks.
1997 - 1999 ~ Boeing -- Puget Sound
SPECIAL PROJECTS MECHANIC - C #98204
Requires the ability to work in a dynamic team-oriented manufacturing environment. Typically perform very detailed, precision tasks, using blueprints, PCMs, Redars, and written information such as work orders, BAC specs, and ISO 9000. Worked on Commercial Aircraft, Sea Launch, AWACS, and F-22 Programs.
10 Years ~ Alaska Airlines, Inc. -- Seattle, WA
DIRECT MARKETING SPECIALIST -- MARKETING DEPARTMENT
Supervised three vendors and two temporary employees, and worked directly with 8,500 Travel agents, 10 sales offices, and several outside vendors to ensure timely receipt of all material. Managed two budgets totaling over $500,000. Trained all temporary and replacement personnel on systems, airline procedures, office management, etc. Coordinated printing, quality control and advertising of Alaska Airlines Flight Timetables (8 web printings, 1 million copies per year) and the Alaska Airlines Ticket Jackets (3 web printings, 10 million copies per year). Inventoried all materials and track sales campaigns on Macintosh Computer and coordinated development of database and use of direct mail for leisure, business and other segmented groups of travelers. Directed distribution and fulfillment of all sales/marketing brochures, timetables, travel agency ticketing plates, ticket jackets, Mileage Plan collateral, promotional items, in-flight magazines, meal tray cards and in-flight questionnaires. Certified flight attendant with several flights worked.
COMPUTER TOOLS, EXPERIENCE AND KNOWLEDGE:
Operating Technology Systems: DOS, Windows 9x / ME, NT, 2000 and 2003 (Server / Professional), XP, Vista - Macintosh 7.x, 8.x, 9.x, 10.x Unix-based (SendMail & Qmail) email servers.
Wireless related technologies: Lucent and Nortel Switches. Octel Voicemail Switches. Analog, TDMA, and CDMA.
Web related technologies: Web-EX, Live Meeting, TCP/IP, POP, Proxy, LAN, HTML, ASP, DNS zone files, Microsoft IIS 4 & 5 and Indexing Services, Symantec Pc-Anywhere, Terminal Services for Windows 2000, Windows NT & 2000-based web (HTTP and FTP) servers, Web Trends.
Software and Application Packages:
Microsoft SQL 7.0 Server Administration and Access, SQL, SQL Query Analazier, FoxPro Databases, ODBC resources and associated scripting, Z Token, Visio, MS Money, Peachtree, Quicken, MS Office 2003 (Word, PowerPoint, Excel), Mail Clients (MS Outlook, MS Outlook Express, MS Exchange Server 5.5), MS Front Page, Visio, Macromedia Dreamweaver, Flash, and Dreamweaver UltraDev, MS Project (WBS), MS Paint, MS Works, MS Internet Explorer and Netscape Browsers. Microsoft CSS / Phoenix, 4.1, Citrix / Talisma, Kana, Clarify, and Vantive / PeopleSoft CRMís. CIIM, BARS, MSR-RAD and RAD Wrapper.