Experience

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  Ncr corporation

  May 1994 - Dec 2004

  Technology consultant ii

  • Trained HCL employees on my team’s responsibilities. This included writing documentation, hands-on training, and training via Instant Messenger.• Managed two projects consolidating Exchange sites into a central site including re-writing a document that was distributed globally.• Performed liaison role between Americas and Global Help Desk, Americas Client Support, and our team with ties to Global support personnel.• Co-deployed Office XP globally including developing the strategy, testing, deployment schedules, and developing\distributing customer and support documentation\training for 8 languages.• Gathered customer requirements, created a test plan, tested procedures, and led a team of global employees in testing the current configurations for the rollout of Exchange 2003 (36 configurations on 4 operating systems and 4 versions of Outlook). Developed documentation and conducted training for our customers in addition to answering support questions and resolving migration issues for the Global Help Desk, client support teams globally, and 3rd level support.• Co-deployed Office 2003 which has included gathering training materials and continuing to resolve issues related to the rollout.• Supported almost 14,000 mailboxes locally and 33,000 globally (38 sites).• Supported Microsoft SharePoint globally (IIS, SQL, and the SharePoint applications)• Converted over 500 field associates to the virtual workplace program.• Educated internal customers in not only the use of the software, but also in how the customer could best utilize the application to increase productivity.• Managed three contractors for workstation setups. Show less

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  Siemens business services corporation

  Jan 2005 - Jul 2005

  Wintel engineer

  • Improved process for transitioning the support of an external customer’s infrastructure to Siemen’s which included writing new documentation and training multiple shifts. These actions allowed for consistency in gathering information as well as documenting it among the approximately 100 team members for future use. It will also be used for future transitions since I also performed a “lessons learned” near the end of the project and modified the documentation with that information. Continued to recommend and implement process improvements.• Monitored, supported, and performed backups for over 12,000 machines for one external customer and support Active Directory and Exchange for another external customer. Show less

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  Haverstick government solutions

  Jul 2005 - Jun 2007

  Senior messaging engineer

  • Received Government Secret Clearance.• Helped architect the Exchange 2003 environment for the AFMC• Provided Level III support for over 125,000 customers and approximately 150,000 e-mail accounts; handled approximately 40 Level III tickets per month transferred from lower level support teams at 15 sites.• Administered systems in four regional data centers (RDC) and 5 stand-alone sites which support approximately 550 servers with a 99.897% availability time.• Resolved issues with installing Live Communications Servers (LCS) 2005 in the Air Force Materiel Command’s (AFMC) unique environment. Wrote entire installation document for LCS 2005. Participated in the development and implementation committee for installing across the command to 50,000 users until funding for the project was cut.• Wrote user and administrative Exchange documentation for problem resolution, security incidents, and processes. Trained other teams as well as new teammates on the AFMC’s environment including clustering, patching, and supporting Exchange 2003 with Active Directory 2003 as well as VMware.• Provided 7x24 on-call support and volunteered for additional after-hours work.• Handled the majority of security incidents that reached a peak of seven incidents per week. Show less

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  Caci international inc

  Jul 2007 - Jul 2009

  Hardware/software network specialist 2

  • In charge of triaging potential issues within the AFMC (trending, working with customers and second level support to gather data and providing potential solutions).• Provided Level III BlackBerry support for over 20,000 customers.• Worked with Microsoft for over four months on one Outlook 2007 issue and escalated five other issues to Messaging Engineers as well as three to PKI which were later found. All of this was done to find solutions to our customer’s issues which were decreasing productivity. These are all issues that I found via my position as a liaison between our 15 bases and our team.• Trained Crew Commanders (including military) as well as new members on the Messaging environment. • After the contract ended, worked on a two-week assignment for CACI-CMS in training as a Senior Blackberry Administrator for the OSD-CIO in Arlington, VA. Received interim TS Clearance for this position. Show less

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  Lexisnexis

  Feb 2010 - Dec 2011

  Support integration consultant

  * Provided Level III support for Lexis Search Advantage (LSA) and Total Search (TS) to 67 external firms\agencies as well as Lexis for Microsoft Office (LMO) to the first customers using the product with Lexis Search Advantage. LSA and TS are web-based knowledge management systems which integrate with file systems, IManage, and DocsOpen using FAST or Vivisimo Velocity. Duties included troubleshooting customer’s Active Directory, DNS\WINS, policies, and client issues as well as making recommendations for disaster recovery.* Duties included the following for team members, other Lexis employees, and external customers: documentation, training (especially for my Level II associates in Bellevue, WA), troubleshooting, product improvement\enhancements, testing and quality analysis of new releases within our Agile environment, and process improvements as well as being a liaison among the teams.* Additional duties included: managing a SharePoint site for our team; structuring a portion of our site for another group for Lexis for Microsoft Office support personnel, administering our timekeeping information in PeopleSoft, patching our demonstration server, managing our VMware and Hyper-V partitions, and managing our ftp site.* Solved lingering technical issues which resulted in three firms remaining our customers saving us thousands in revenue each month.* Created scripts which allowed for the customer’s servers to be backed up and/or rebooted without corrupting Velocity; this allowed the application to resume without administrator intervention decreasing the amount of downtime for their customers.* Completed a Moderate Risk (MBI) background investigation for the Veteran’s Association. Show less

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  Lexisnexis

  Jul 2012 - Sept 2016

  • Technical escalation point for the team• Have saved five customers from leaving our product via troubleshooting and personal attention to meeting their needs which included working extended hours as well as providing updates to Sales and Product Management.• Liaison with Development and Product Management on technical issues; responsible for gathering facts, completing trend analysis, documenting bugs and customer specific issues and working to either resolve the issue or determine a new workflow.• Ability to teach soft skills as well as technical skills to my team; mentor teammates in order to prepare them for other positions.• Providing leadership to the team. Within two months, became the co-team lead of the team for two months where I engaged in personnel issues as well as running reports for management, trend analysis on phone volume (and expanding our tool for the rest of the year so that we could view more than a month at a time), and scheduling everyone’s time as well as PTO. I have continued to add leadership skills by motivating the team and taking over whenever our team lead is out. • Created a workaround by hacking the registry for a major defect with our product and Windows 10 until Development was able to find permanent workaround.• Traveled on-site in order to troubleshoot a government agency’s workflow with our product and also to provide an impromptu demonstration to 15 people at varying levels and areas of expertise in the three sections of the agency in order to answer technical questions about our latest product offering as well as why they should spend the money to upgrade. This led the customer completing proof of concept on the product.• Customers request my expertise on questions pertaining to the type of hardware to purchase for our product as well as ideas on how to architect their environment for our latest product offering. • Providing first level Support to our customers while assisting my team Show less • Ability to listen to client's needs and provide advice on how to utilize our tools to achieve client goals• Provides second/third-level support for InterAction (a CRM product) for a global customer base of approximately 450 firms and corporations.• Discovers data corruption issues within a customer's SQL Database (2005, 2008, and 2012) or within the InterAction Configuration as well as within Active Directory.• Provides training to outside customers on using the product, best practices, and/or architecting their InterAction multi-server environment• Assists external Partners with understanding our product as well as with how to integrate their product with ours and finding defects in either their or our product.. • Subject matter expert for Exchange 2010, 2007, and 2003 of Exchange as well as Lotus Notes. This includes everything from educating Developers on how the Exchange works to meeting with customers who are experiencing issues and/or speaking with the customer's Exchange or IT administrators. Also, the subject matter expert for the team on the IQ portion of our product.• Beta testing all new releases• Finding defects, documenting the defect, impact to the customer, and steps to reproduce the defect as well as working with Development and QA to resolve the bugs.• Improving our processes to integrate our UK team more with our team as well as getting training for our team on our Partner’s products. Show less

  • Solutions Consultant

    Nov 2015 - Sept 2016

  • Senior Customer Systems Engineer

    Jul 2012 - Nov 2015
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  Lexisnexis risk solutions

  Sept 2016 - now

  Technical solutions consultant

  • Responsible for the implementation of LexisNexis Risk Solutions’ fraud prevention products via all delivery channels (e.g., XML, Web Services, and hosted web application) for clients across all Risk verticals.• Provide third-level escalation support to create, sustain, and enhance the client's integration of our products with their own.• Troubleshoot current workflows and test new workflows using SOAPUI and REST API• Help the customer to diagnose Java stack traces for issues such as certificates Show less