Solutions Engineer 03/2010 – Current Support.com, Redwood City, CA Provide remote desktop support to a variety of users including AVG, Sony, Office Depot, AOL, Office Max and Staples. Diagnose Windows (95, 98, NT, 2000, XP, Vista and 7) issues and provide detail reports with troubleshooting information to corporate and consumer customers. Distinguish between software and hardware issues. Remove virus, root-kit, ad-ware, Trojan and other infections on all versions of Windows. Perform Windows optimizations and diagnose connection issues. Validate system connectivity and reliability. Document work performed via a help desk ticketing system for internal technical use and non-technically for customers. Provide technical support in a professional manner. Keep current on all failure and technology trends.   Support Analyst – Adjudication Lead 10/2008 – 03/2010 Barrett’s Service, Carol Stream, IL Provide inter-office desktop support on a Windows XP domain-based network. Perform triage and diagnostic software/hardware evaluation over the phone. Remove security threats and other malware infections for office and customer units. Discuss estimates and claims with Sony, Mitsubishi and Samsung adjudication departments. Submit claims and estimates to major manufacturers via various online systems.   Business Analyst (Software Testing Lead) 11/2005 - 10/2008 JP Morgan Chase Corporate, Elgin, IL Supervised performance and reliability testing on-site and at remote locations in Manila and Mumbai. Managed the fraud department conversion to thin client. Created test scenarios for a wide range of in-house customer-servicing applications utilizing Quality Center. Analyzed business requirement documents in order to perform and distribute testing for all possible scenarios. Managed User Acceptance testing for mainframe and GUI. Ran SQL queries for development teams during and after testing. Created reports and coordinated conference calls with business stakeholders in order to present results, provide updates and discuss impact. Performed testing on telephony systems such as VRU (Voice Response Unit), Internet and email based verification as well as regular call center applications. Maintained and reviewed applications designed to review high risk personal credit accounts for fraud.

IS Leader, Web master, Tech Support 7/2000 - 11/2005 High Tech Research, Inc., Deerfield, IL Installed Windows 2000/XP networks (10-50 workstations, server and peripherals including gauging equipment) at over 20 Fortune 500 companies across the country. Developed a company Internet firewall and routing system. Deployed company-wide VPN connections (inter US, international). Worked in a team of programmers on a Citrix thin-client version of custom software. Designed and developed a new dynamic ASP-based internet and intranet site which boosted company web sales 300% and direct sales by 30%, as well as increased web traffic by 60%. Designed an intranet site in a team of professionals. Worked as a team with programmers, marketers and computer engineers to produce a custom manufacturing software. Developed an extensive Help file for the software (over 900 pages). Performed quality audits at over 60 Fortune 500 companies utilizing custom built software. Developed, edited, tested, marketed, and sold an advanced statistics quality control system. Worked on-site with customers, installation, deployment, tech support, and consulting. Held the Marketing Manger and Manager of Technical Support positions. Provided extensive presentations to company management with audit results. Provided training for groups of manufacturing staff on use and maintenance of Windows and software.

Webmaster 9/1999 - 1/2003 Rehabilitation Foundation, Inc, Wheaton, IL Revamped corporate website for use with ASP. Added over 60 pages and custom graphics to the website content. Managed a Windows NT 4.0 based network. Made company-wide presentations on the website improvements.

Webmaster / IS 5/1999 - 1/2001 The Ball Foundation, Glen Ellyn, IL Developed a new look and feel for the corporate web site. Helped manage a Windows NT based network.

Education

DeVry University, Addison, IL BA Computer Information Systems with a focus on network security College of DuPage, Glen Ellyn, IL Business Administration and Computer Science FACT, Inc., Glenview, IL E-Commerce Certification: UNIX, SQL, ASP, Java Script