2007 - 2009
Programming & Software Development
Enhanced existing knowledge of programming logic theory, networking technologies, and database management. Learned principles of management & financial accounting as well as business management & workplace diversity concepts. Graduated with High Scholarship.
2009 - 2010
Learned the back-end & front-end administration of SharePoint services. Topics included: Installation, Administrative Tools, Customization of Sites & Search, Forms Based Authentication, Managing SharePoint Data, and Optimizing Performance.
Learned the basic understanding of the IT Service Management Lifecycle and its supporting processes, functions, principles and roles. Received the understanding of how an integrated IT Service Management framework can enhance the decision-making process & provide strategy and planning to the development of IT business services.
Apple Certified Support Professional
Attended a 3-day training course and final certification exam for learning the functionality of OS X Lion as well as the in-depth troubleshooting process. Topics included: Installation & Configuration, User Accounts, File Systems, Date Management, Applications, Networking, and Systems Management.
August 1998 - Present
Technical Support Specialist II
I provided second-level support to internal customers’ desktops, laptops, and mobile devices. I also coordinated logistics of equipment deployment and roll-outs. A major accomplishment during my tenure was designing, coding, and maintaining our hardware database and custom asset management web application. I was also responsible for the mentoring and scheduling of our team interns. Overall I have greatly utilized my programming knowledge and skillsets to drive process improvement via web applications and scripts, resulting in higher customer satisfaction.
I designed & coded our department's asset management software to replace an outdated system. This web applicaiton has streamlined our processes and provides more accurate tracking of equipment within the environment. It also provides standard and custom reporting regarding deployed equipment, inventory, request information and asset accounting.
This application was originally coded in classic ASP & VB Script; however, it was rewritten in 2009 using C# within the .Net framework allowing for greater scalability, access control, and support for frequent enhancements & maintenance.
In 2015, a "Global PC Request" form was introduced by Service-Now team to facilitate equipment requests. In order to keep using our process, I wrote a RESTful C# web service to accept request records from Service-Now in json format to insert into our database. Additional functions query database to gather additional information not provided by originating form as well as sending an email notification after insertion.
I implemented a small workflow application into our department's software request process for managers to approve and track requests before software is installed by the proper support group.
I created a web application to replace an existing tool to track customer satisfaction for our support teams. The new site featured a redesigned survey and a back-end administration panel for sending surveys to users & reporting the results in different forms (averages, details, comments). An individual "My Results" page was made available for team members to monitor their own raitings.
I was asked to create a page that would prompt the user to set their default home page depending on their business unit. The page would appear only on first use of the browser. This small project required cross-browser functionality in Internet Explorer, Firefox, Safari, and Chrome.
The admin staff of MMOCentralForums.com tasked me to develop a new web site for their hosted gaming group/guild. The site is a total overhaul of the site design, database structure, and underlying server-side code as well as being integrated with the respective forum’s vBulletin software in regards to user identity. Features include user profile creation, group activity reporting, report history, and member & schedule listings. The administrative control panel allows privileged users to manage profiles, schedule, reports, and miscellaneous settings.
News Barometer is a local weekly newspaper in the Florida Keys. The redesign of their web site provides a cleaner interface, direct weekly publishing via a content management system, and access to archived editions. The content is managed through WordPress, normally a daily blogging software, which has been customized and themed to show articles in a weekly format to match the print publication. Recently the site has undergone a slight redesign to make it more responsive to mobile devices & smaller resolutions.
This is a fun mock campaign web site featuring my son's stuffed sheep, Meep. Content management is through WordPress. Graphics & photographs created and/or manipulated using Adobe Photoshop.
A mock up redesign of the Huber Heights City Schools web site. The layout and navigation has been reorganized within the separate menus and content spaces. This design is also responsive to smaller resolutions and mobile devices.
A mock up redesign of the Wayne Music Club (Band & Cheerleading organization for Wayne High School) web site. The layout and navigation have been organized and consolidated within the separate menus and content spaces. This design is also responsive to smaller resolutions and mobile devices.