Decreased open ticket count from 560+ to under 150; helped IT team solve/resolve over 6000 tickets in 2011. Worked tirelessly to decrease the number of open tickets, and over the past 6 months, average number of tickets open has hovered around 90-100. Average response/solve time has decreased from 6+ days to 2 days. Helped train two new IT members. Improved equipment/services procurement process; enabled IT team to support new hires/employees worldwide. Used Oracle iProcurement order new licenses, support contracts and renewals, as well as new equipment. Helped improve knowledge base for solving problems with Cisco Unity management; Microsoft Exchange Server management; Installing Windows XP/7; Installing VMware; Installing Linux/Unix; Troubleshooting Office 2007/2010; Installing/troubleshooting printers on end user computers; Ordering equipment for all employees world-wide with Oracle iProcurement.
Resolved 9500 calls from Frontier, Consolidated, Centurylink, Verizon, and Fairpoint Classic ISP customers for issues with their wired/wireless configuration for a variety of modems and routers. Provided technical support assistance to businesses and consumers for basic Internet service problems, web-hosting services, security application installation/maintenance, and desktop support. Assisted customers with installing and maintaining Computer Associates Antivirus/AntiSpyWare Program, Carbonite Hard-Drive Backup, and Frontier Peace of Mind PC Tune-Up.
Helped stock aisles with merchandise. Maintained back area/receiving bay.
Work on a temporary environmental chemistry project for Signature Science, a former division of Radian LLC. Over the course of a month I performed solvent extraction of environmental samples from Tenax Sorbent Tubes and PTFE filters. Stored specific information about each batch worked in the Laboratory Information Management System for later use by chemical instrumentation lab techs. Our project section was able to finish our assignment several weeks early.
I was responsible for receiving waste, water and soil samples from clients, documenting the condition of the samples received on a chain of custody form, providing detailed chain of custody to the database manager for information dissemination to lab techs, and placing labeled samples in fridges for easy access by lab techs. Extractions/ Semi-Volatiles - I was responsible for performing liquid -liquid extraction techniques on water samples. I was also responsible for performing sonication techniques on waste and soil samples.
Forensic Chemistry - I was responsible for performing arson accelerant analysis, latent fingerprint chemical composition analysis, ink dating, bulk drug analysis, GHB derivative analysis, and ethanol in blood analysis. All labs were turned in to the instructor in format compatible with the American Chemical Society.; I was responsible for performing a specific substitution of an oxidative cyclization of unsaturated alcohols. I was to analyze the effect of this substitution pattern on the stereo-selectivity and reaction efficiency of the cyclization reaction. I presented results from this research at a symposium for chemistry faculty and non-science students.
Helped team turnover 400+ apartments for new move-ins during the summer.
Managed and performed projects with Jira, Confluence, and Greenhopper. Trained all IT members on use of applications to move responsibility to internal IT Department. Upgrading and extending features of ApTest application for the Engineering team Managed project for setup of organizational structure, security, and company deployment for Oracle DMS (Document Management Service) company-wide. Setup storage units, reconfigure servers, rack and mount new servers for VM installations, and perform other assistance during PM windows. Helped train new IT contractor on all IT helpdesk responsibilities as well as helped transition major helpdesk responsibilities over to Helpdesk team to focus on applications and projects.
Bachelor of Science
Marathons, triathlons, jigsaw puzzles, chess.
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