Results-oriented Information Technology Professional with a highly diversified background and 10 + years solid experience. Recognized for meeting time-critical project deadlines, customer problem incident resolution, independent multitasking, dynamic orga

Industry:	Information Technology
Occupation:	Help Desk Specialist
Highlights:	I am proud of the fact that I have always managed to do my best at meeting deadlines, be an asset to my co-workers, and always strived to provide good client service/facing in many different environments.
Ideal Companies:	Telecommuting Companies
Education level:	High School/GED
Will Relocate:	No

6/2008 - 7/2009

DealClickers.com

Self-Employed

• Responsible for designing, building, testing and maintaining website pages using wysiwyg, html, java scripting, and other website utilities. Online marketing affiliate sales partner to web-based business advertisers/e-retailers promoting various products, such as pc hardware, software, electronics, accessories, and general merchandise. Usage of website trend/tracking utilities to find trends in search engines, ad/email promotions, and website traffic. Prepare publisher displays for advertiser’s ads, text links, product links or other media on website in exchange for commission on pay-per-click (ppc), cost per action (cpa), cost per click (cpc), and cost per sale/revenue sharing (cps) sales leads. Responsible for contact with e-retailers and applying for Publisher programs. Also responsible for adhering to and maintaining ongoing Advertiser/Publisher contractual agreements/communications. Other duties include preparation and creation of online advertising text/graphics, e-mail newsletters, and improvements in e-commerce marketing initiatives to ensure that all content is Search Engine Optimized (SEO) to help drive targeted traffic to the website.

11/2007 - 2/2008

Custom Sensors & Technologies (CST)

Contractor / Freelance

• Lotus Notes Administration/Client for a Division of Schneider-Electric. Performed 2nd and 3rd level groupware administrative technical support for a 2000 seat Lotus Notes enterprise-wide environment. Assisted with Domino email routing/SMTP troubleshooting, Domino Directory management, mailfile security/access, client software connectivity, internet password resets, and database issues using incident reporting tools. Created, tested, and distributed Lotus Notes IDs for email account access.. Handled email account deletions and restrictions. Responsible for BlackBerry user account creations, end user Enterprise Activations, BlackBerry server email routing/troubleshooting and user support. Responsible for Distribution Group, Mail-in Database, general Database, and Room Resource creations. Provided technical consulting to IT Management/Operations, assisted local Help Desk Technical Support personnel with end user Lotus Notes related issues, research, follow-up, escalation, and problem resolution. Assisted with Lotus Notes client software installations, upgrades, troubleshooting and support. Collaborated with Senior Administrators/Architects to define, develop, test, implement, and document procedures for migration of users from Outlook to Lotus Notes email platform. Created, edited, and delivered technical documentation for end users/IT Technical Support.

10/2001 - 11/2006

Kaiser Permanente Information Technology

Individual Contributor

• Client Support Senior Messaging Engineer – Messaging & Collaboration Services Run Team Performed 3rd – and 4th level groupware administrative technical support for a 65,000 seat Lotus Notes enterprise-wide environment. Assisted technicians nationwide to solve client email and PDA account related issues. Created and maintained Lotus Notes Roaming user accounts for OneBridge PDA and BlackBerry users. Identified and solved Lotus Notes mailfile access, mail routing, client software connectivity, internet password resets, and database issues using incident reporting or change management tools. Communicated with National Helpdesk Technicians on a daily basis to offer solutions to help resolve customer issues and improve productivity. Handled crisis situations in a calm and capable manner. Worked well with others at all levels assisting management and team members with implementation of small to medium assigned projects for requested Remedy Service Requests or Change Management incidents. Member of “Notes Quality Support Circle” team to share Lotus Notes IT standards and best practices with Information Technology Support teams nationally. Conducted nationwide 1-2 hour Lotus Notes PDA User Account Creation training sessions for Information Technology Support and National Helpdesk personnel. Created, edited, and delivered documentation for technical training manuals. Client Productization Engineer – Messaging & Collaboration Services Plan Team Assisted customers by responding to daily inquiries via email or telephone about Lotus Notes product features/functionality by communicating information clearly and accurately. Provided technical guidance, information, and advice regarding a variety of customer service issues while enforcing IT infrastructure policies/procedures. Created technical documentation for customers to communicate new product Features/functionality. Skilled at organizing, simplifying, and presenting complex materials.

8/2000 - 10/2001

Metro Information Services

Contractor / Freelance

• Lotus Notes Specialist, Contract Consultant Kaiser Permanente, Pasadena, CA Built rapport with InformationTechnology personnel nationwide by providing Lotus Notes migration/deployment consultation and support. Performed customer installations/configurations and upgrades from Exchange/Outlook email to Lotus Notes. Identified, resolved, or escalated issues related to Lotus Notes client software installations and configurations. Collaborated with vendor trainers to provide classroom setup of Lotus Notes Client/Server for employee training. Assisted Lead Technician with coordinating, supervising, and mentoring assigned project duties to Contractors or Information Technology Support Specialists nationally.

4/2000 - 6/2000

TekSystems

Contractor / Freelance

• Lotus Notes Administrator, Contract Consultant Boeing Information Technology Center, Anaheim, CA Performed Lotus Notes user ID registrations, mailfile deletions, recertification of Lotus Notes IDs, and mailfile moves. Performed database troubleshooting, Name & Address Book cleanup, mail.box mail routing checks, and Notes server log checks for correction of replication errors. Assisted with approval of Domino AdminP requests, verification of Internet mail routing, dial-up servers, and group mail distribution creation.

3/2000 - 4/2000

TekSystems

Contractor / Freelance

• Lotus Notes Technical Analyst, Contract Consultant 3M Pharmaceuticals, Northridge, CA Upgraded all Lotus Notes client machines to higher version on Windows NT 4 platform. Wrote, edited, and distributed documentation of procedures for IT departmental use. Installed, configured, and supported Lotus Notes client software desktop, Installed, configured, and supported Palm Desktop Manager software with Lotus EasySync to perform customer data synchronizations of PalmPilots.

9/1999 - 3/2000

Shopnow.com, Inc

Self-Employed

• Created and maintained franchise e-commerce website for purpose of sales in the areas of consumer computer equipment and electronics. Maintained site publishing, updates, links, advertising/promotion, and graphics creation for website using HTML/Java applets or scripts. Assisted customers with website inquiries related to sales and promotion of website services.

2/1999 - 7/1999

EDP Contract Services

Contractor / Freelance

• Delivered effective training presentations to small, medium, and large audiences to assist end users with transition of features/functionality from ccMail to Lotus Notes in a 68,000 user environment. Walked trainers through proprietary "Train the Trainer" process. Communicated with users daily to provide excellent 3rd level telephone and desktop technical support for all user levels migrated from ccMail to Lotus Notes. Provided customer support to ensure successful client workstation installations, mail routing, and migration of archived data. Created and edited technical documentation for distribution to local technical support.

1/1998 - 12/1998

QuickStart Technologies, Inc.

Contractor / Freelance

• Lotus Notes Administration & ATS HelpDesk, Contract Consultant Anderson Consulting now “Accenture”, El Segundo, CA Performed daily Lotus Notes Domino Server Administration according to IT policies/standards for 60,000 user environment. Responded to trouble ticket requests, processed customer ID requests, customer ID recertifications, customer name changes, database rollouts, mail-in database creation, server backups, mailfile creation, and database restores. Installed and configured 2 Lotus Domino Servers. Monitored server performance and ensured successful mail routing. Assisted end-users with support for Windows 95 and MS Office applications over the phone or in the field. Installed, configured, and tested desktop software

7/1997 - 10/1997

Tek Systems/Aerotek Data Services Group

Contractor / Freelance

• Assisted Senior LAN Administrator with day to day network operations and support for 50+ users on a Novell 4.11 network. Support included creating, modifying, and deleting user accounts, and editing login scripts. Performed network backups, network security, network printer setups, and troubleshooting LAN/WAN issues. Participated in Windows 95 rollouts, upgrades, and user support.

2/1997 - 7/1997

Tek Systems/Aerotek Data Services Group

Contractor / Freelance

• MIS Desktop Support Analyst, Contract Consultant CBS Television, Los Angeles, CA Supported 600+ users in an Ethernet/Token-Ring environment performing day-to-day Novell and Windows NT System Administration. Created and maintained user accounts. Recommended and implemented course of action for problem resolution of LAN/standalone desktop software problems. Analyzed, identified, and recommended hardware/software upgrades, Participated in installation and reconfigurations of system software upgrades for LAN/standalone desktop PC users. Trained and mentored new personnel in departmental policies/procedures.

7/1994 - 1/1997

Modis, Inc.

Contractor / Freelance

• PC/LAN Hardware/Software Support Technician, Contract Consultant Nissan Motor Corporation, Gardena, CA Performed installations, upgrades, and relocations of IBM PC’s, compatibles and various peripheral as networked and standalone devices for large-scale and small projects in a Token-Ring environment. Performed software and hardware troubleshooting, Windows software and application installations on networks and standalone PC’s supporting 2000 nodes. Participated in Windows 95 rollouts and also responsible for end-user Windows 95 systems training and support for Nissan Sales, Nissan North America (NNA), Nissan Research & Development, Nissan Master Parts Distribution Center, and Infiniti Division. Interfaced with all levels of management to coordinate site-survey assessments to determine client’s technical needs. Assisted with scheduling of installations and upgrades of equipment.

5/1994 - 7/1994

Modis, Inc.,

Contractor / Freelance

• PC/LAN HelpdeskSupport, Contract Consultant Southern California Edison, Rosemead, CA Performed 2nd level PC desktop support in a large 2000+ node Ethernet/Token-ring environment. Worked independently to diagnose, troubleshoot, and resolve software related problems in a Netware 3.x/4.x environment for end-users in various departmental levels/divisions. Consulted with all levels of management to help determine their needs and priorities related to configurations, reconfigurations, and upgrades of desktop PC’s.

9/1993 - 4/1994

Consultis Information Technology (*formerly CompuTemp)

Contractor / Freelance

• Provided computer technical support for various companies as a Contract Consultant. Duties included providing MIS related activities such as client software technical support for LAN and standalone end-users.

6/1992 - 6/1993

Rohadfox Construction Control Services Corp. (CCSC)

Contractor / Freelance

• City of Los Angeles Clean-up L.A. Project, Contract Consultant MIS/GIS Community Outreach Coordinator Coordinated all computer related activities at field office site as a liaison to partnership companies involved in Clean-Up Los Angeles Project contracted by the City of L.A. and Federal Emergency Management Agency (FEMA) Supported field office site of 35-50 employees on a Novell network. Provided end-user application software training and network support. Generated weekly and ad hoc project reports for management status/updates and performed data entry of City and Community Outreach information for database information tracking. Assisted with gathering and coordinated requests for GIS (Geographical Information Systems) mapping data for analysis of street-level information used by Project Community Representatives and management. Participated in designing Employment & Training GUI front-end for project management Disaster Relief Management Database. Developed, wrote, and edited end-user technical documentation.

Windows Vista, Windows XP Professional, Lotus Notes 6.5, Microsoft Office Professional 2007, Ubuntu 8.0.4, openSUSE 11, Remedy, BMC Service Desk Express, Email Admin and Support, Database Support, Technical Writing, Helpdesk Support, Incident Management and Follow-Up, Microsoft Outlook, BlackBerry Server Manager 4.1