• Microsoft certified professional with a strong working knowledge of database system and software application development fundamentals.
• Keen ability to troubleshoot situations and produce effective solutions while building solid working relationships with colleagues and customers.
• Resourceful and able to work independently to resolve escalated issues in an appropriate and equitable manner for all parties.
• Accomplished in problem solving and deep-dive analysis of complicated matters

Programming Languages: JavaScript, JQuery, AJAX, XAML, HTML, T-SQL, XML

Development Technologies: Visual Studio (2008-2013), ADO.NET, ASP.NET, MS SQL Server (2005-2012), Entity Framework

Application Frameworks/Architecture: WPF, WebForms, MVVM, MVC, CSS, Bootstrap

Software Packages: MS Word, MS Excel, MS PowerPoint, MS Publisher, MS Outlook

Operating Systems: Windows (XP, 7, 8, 10)

MTA - Software Development Fundamentals (July 2014)

MTA - Web Development Fundamentals (September 2014)

MTA - Database Fundamentals (May 2017)

Data Analytics with SQL Server Certificate Recipient
Jan 2017 - Aug 2017
Description:

• Engaged in a series of training courses that involve the foundational skills required for manipulating data, performing complex queries and simple analyses, and generating reports using Microsoft SQL Server.

REACH IT Program Graduate
July 2014 - Nov 2014
Description:

• Received a scholarship to attend Central Piedmont Community College through a competitive initiative sponsored by the U.S. Dept. of Labor called REACH IT(Regional Effort to Advance Charlotte IT)
• Developed skills for writing and maintaining Windows/web-based software business applications; these skills encompass specific application-related concepts such as object oriented programming, Windows operating system environments, ASP.NET framework, ADO.NET entity framework, and the software development lifecycle

M.S. in Applied Information Technology (Jan 2007)
Towson University - Towson, MD

B.A. in Education (May 1993)
North Carolina Central Univerisity - Durham, NC

SQL Sentry, Inc.; Huntersville, NC
2014 - 2016
Technical Support Specialist

• Responded to email and phone inquiries from existing customers within a help desk environment in order to address issues related to SQL Sentry software products
• Utilized existing information from user guides, QA forums, online knowledgebase, and/or internal communications to research and resolve common user issues
• Assisted in troubleshooting performance issues on database servers running SQL Sentry software

Manpower, Inc.; Charlotte, NC
2013 - 2013
HR Customer Service Rep

• Answered incoming calls from participants of employer-sponsored benefits plans in order to resolve benefits-related issues and assist with benefits enrollment

Aon Hewitt, Inc.; Charlotte, NC
2012 - 2013
Benefits Analyst

• Communicated with benefit plan vendor representatives to verify and confirm data requirements for sending participant enrollment information
• Manipulated spreadsheets and other resources to analyze data related to employee benefits enrollment for quality assurance purposes
• Assisted in transmitting benefits enrollment data to vendors on a scheduled basis using Filezilla, secured email, and website applications

Aon, Inc.; Winston Salem, NC
2009 - 2012
Benefits Administrator

• Provided support and case management for a team of 18+ employees in order to satisfy call center metrics and goals which included customer service, first call resolution, and other internal policies/procedures
• Facilitated training of new representatives on client specific policies and procedures
• Edited and updated content within Microsoft Sharepoint web pages that served as a knowledge base for employer benefits-related information
• Reviewed and interpreted benefit plan rules using a variety of sources (internet, reference materials, web applications, etc) to respond to inquiries from participants and colleagues in a timely manner
• Collaborated with different levels of management to determine best practices for meeting SLA goals based on client needs
• Answered incoming calls from participants of employer-sponsored benefits plans in order to resolve benefits-related issues and assist with benefits enrollment

Self-Employed Contractor; Charlotte, NC
2006 - 2009
Technical Consultant

• Assisted with VoIP installation projects for a major banking chain by assembling PC hardware equipment in order to assist with transition procedures
• Conducted datamapping procedures using Microsoft SQL Server 2005 in order to assist with report migration processes
• Used Microstrategy and ProClarity reporting tools to run and create views of data necessary for creating reports

MICROS Systems Inc; Columbia, MD
2000 - 2006
Help Desk Support Analyst

• Provided product support for restaurant-chain software within Microsoft Windows environment
• Answered incoming customer calls in order to resolve issues regarding MICROS product-specific software and hardware
• Assisted customers with data backup and disaster recovery procedures in order to transfer or restore POS software related files when necessary
• Utilized Laplink software and Remote Desktop for remote access in order to assist customers with advanced procedures that were necessary in resolving software related issues
• Documented phone interactions and solutions using CRM software (Clarify EfrontOffice)
• Utilized analytical skills to determine the most appropriate solutions in a timely fashion
• Assisted with training of new Customer Support Analysts

US Census Bureau; Baltimore, MD; Baltimore, MD
1999 - 2000
Automation Technician

• Maintained automation system equipment for the Baltimore-East Local Census Office (LCO) including computer workstations, printers, server, phones and barcode scanners
• Assisted in training new hires with basic use of automation equipment
• Created technical documents to assist users with use of system software

Hartford County Public Schools; Bel Air, MD
1996 - 1999
Fourth Grade Teacher

• Prepared lessons involving specified curriculum objectives
• Managed and maintained a classroom of 25 to 30 students
• Evaluated student performance using a variety of tools, including individual observations and focus groups