Career Summary

Jack-of-all-trades IT Professional with a demonstrated history of working in the higher education industry. Skilled in desktop / application support, troubleshooting, and problem solving. Strong information technology professional with a Bachelor of Arts (B.A.) focused in Digital Cultures and Technologies / Media and Communication (double major) from St. John Fisher College.

Work Experience

Application Support / QA Specialist

Jan 2015 - Present

Developed web based applications using HTML, CSS, JavaScript. Ensures that the applications developed or deployed by team meet defined quality standards. Charged with performing and coordinating testing activities for systems developed or managed through the development team, and researching and applying best practices in software quality assurance.

Activities included the development of test plans, writing automated test scripts, working with developers and analysts to test system updates in advance of release to functional staff, coordination of functional testing sessions, and documenting test results. Additional responsibilities include managing a central source code repository (GIT) and deployment of updates to production and non-production environments, following a controlled release management procedure.

Provided other support to service leads as needed, in an effort to maintain a high level of quality and efficiency. Commitment to service excellence; to provide efficient and friendly support to customers, and to pro-actively monitor systems in an effort to catch potential issues before they occur. Continually seeks ways to improve and enhance services.

Technologies used:

  • SCCM (CM)
  • BMC Remedy
  • Active Directory
  • Group Policy
  • Print Management
  • Shell Scripting
  • Bomgar
  • Configuration Management
  • SQL
  • Git
  • Python (Pandas)
  • Adobe Creative Cloud Suite
  • Ruby
  • HTML/CSS
  • Jenkins
  • AWS
  • Tableau
  • Docker
  • Powershell
  • Coldfusion

May 2011 - Jan 2015

Responsible for diagnosing and resolving hardware and software incidents, including operating systems (Windows and Mac). Resolved incidents with printers, copiers and scanners

Assisted users with any IT related incident. Took ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.

Accurately recorded and documented requests using help desk ticketing system. Installed and configured new IT equipment and software, either manually or via System Center Configuration Manager (SCCM). Followed complex test plans when testing web applications. Periodically update websites for supported departments when requested.

Technologies used:

  • SCCM (CM)
  • Powershell
  • Shell Scripting
  • Bomgar
  • Troubleshooting (Hardware/Software)
  • SQL
  • Active Directory
  • Group Policy
  • Print Management
  • Spiceworks
  • HTML/CSS


Academic Computing - Student Technician

Nov 2010 - Dec 2014

Responsible for diagnosing and resolving hardware and software incidents, including operating systems (Windows and Mac). Resolved incidents with printers, copiers and scanners. Setup and imaged machines for lab environments using Altiris. Worked with Faculty, staff and students to troubleshoot hardware and software issues.

Technologies used:

  • Altiris / Ghost Solution Suite
  • Track-it!

Skills & Technologies

Frequently:

  • Troubleshooting (Hardware/Software)
  • SCCM (CM)
  • Shell Scripting
  • Bomgar
  • Configuration Management
  • SQL
  • Active Directory
  • Group Policy
  • Print Management
  • IT Security
  • HTML/CSS
  • Git
  • Code Review
  • Unit Testing
  • Regression Testing
  • User Acceptance Testing
  • UX Design

Experience with:

  • DevOps
  • Project Management
  • Python (Pandas)
  • Balsamiq
  • WordPress
  • Squarespace
  • Spiceworks
  • Adobe Lightroom
  • Adobe Photoshop
  • Powershell

Interested in:

  • Automation
  • Data Analysis + Reporting
  • Productivity
  • Process Improvement

Education

  • B.A in Digital Cultures and Technologies
    St. John Fisher College
    2010 - 2014
  • B.A in Media and Communication
    St. John Fisher College
    2010 - 2014

Awards

Interests

  • Automotive
  • Aquariums
  • Learning
  • Self-Improvement
  • Productivity
  • Photography