CAREER SUMMARY

• Information technology work experience supporting applications, upgrading applications, and training end-users on how to use new features of deployed system.

• Working towards Certified Cisco Network Associate certification via Cisco Network Academy through Macomb Community College.

• Automotive and non automotive technical writing documentation skills.

• Call center work experience supporting information technology and non information technology requests.

• Excellent teamwork and customer interface skills.

Electronic Data Systems, Troy, MI Apr. 1998-Jun.2007

Application Analyst

INFORMATION TECHNOLOGY RELATED WORK EXPERIENCE

• Installed, tested, configured and troubleshoot during and after system upgrade.

• Used Oracle version 7x, 8x, and 9x database SQL commands and resolved Oracle database error messages for end-users.

• Escalated issues to third-party vendor when required to maintain customer satisfaction.

• Acted as liaison between end-users and GM customer by interpreting needs and requirements to provide solutions while adhering to timelines and budgets.

• Provided end-user support and interface with leadership to ensure a successful working relationship.

• Trained end-users about new features of software after an upgrade.

• Strong documentation skills in the areas of training, processes, and user guide manuals.

• Participated in weekly meetings to identify open issues and resolve them quickly.

• Provided Windows 95, 98, NT 4.0, 2000, and XP operating system support to end-users.

• Experienced with using call center software to create tickets for end-user requests.

• Resolved 90 percent of open tickets within 8 hour work day.

• Interfaced with second-level support and third-level support groups to resolve open ticket issues beyond the scope of first level support.

• Assisted with change requests for application enhancements, bugs or performance issues.

• Interfaced with Database Administrator regarding complex Oracle database issues,

• Tested and certified MAXIMO build script for network compliance

• Performed NT 4.0 system administration functions.

• Monitored and applied Microsoft security patches.

• Developed, documented, and tested application disaster recovery plan

• Installed, configured, troubleshoot, and tested BRIO SQR Report Writer and Crystal Report.

• Provided 24x7 pager support to end-users on a team rotation basis

TECHNICAL DOCUMENTATION EXPERIENCE

Motor Information Systems, Troy, MI Apr. 2008-Oct. 2008

Technical Writer

• Author service information using SGML Text Editor Software.

• Use of Microsoft Office Word, Excel, PowerPoint, MS Access applications extensively.

• Use customized applications to sort and process data.

• Navigate manufacturer’s websites to obtain required service information.

• Collaborate updates and review information with technical team leader.

• Meet aggressive milestone dates for service information.

• Interface with Project Manager regarding deliverables.

Electronic Data Systems, Warren, MI

Technical Writer Oct. 1993-Apr.1998

• Gathered requirements for service manual information by meeting with client.

• Interfaced with release engineers, vendors, project team leader and other staff members.

• Developed service manual bulletins when required.

• Validated service manual procedures using hands-on approach.

• Collaborated procedures with other groups to ensure procedures are accurate.

• Revised service information after all groups collaborated to review the procedures.

• Interfaced with production and graphic art staff to create illustrations.

• Attended weekly engineering mock-up meetings to discuss open issues and find resolutions to close each issue.

• Recommended and implemented service readiness improvements to release engineers that reduce warranty cost by providing important information for the service technician.

EDUCATION

Ferris State University, Big Rapids, MI

BS: Automotive Management

Erie Community College, Orchard Park, NY

AAS: Automotive Technology

CERTIFICATIONS/LICENSES

MI Accident and Health Producer Office of Financial and Insurance Services (Aug. 2007)

MI Life Producer Office of Financial and Insurance Services (Aug. 2007)

Microsoft Certified System Engineer (MCSE) NT 4.0 (Nov. 2000)

Automotive Service Excellence (ASE) Engine Repair, Brake System (July 2001)

CONTINUING EDUCATION

Expect to obtain the Cisco Certified Network Associate (CCNA) certification in calendar year 2009.