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Technical Summary

Software: Microsoft Word, Excel, Outlook, PowerPoint, Active Directory,Windows 2000, XP, Vista, 7, Seibel 7, Ariba, Microsoft Office, Microsoft Project, Microsoft Visio, Microsoft Publisher, Lotus Notes
Development Tools: Oracle SQL, Java Eclipse, Visual C#
Hardware:HP Laptops, IBM Laptops and Desktops, HP Printers
Databases: Oracle 9i, SQL server
Professional Affiliations / Certifications: Oracle Technology Network, CISCO Press, Novell Cool Solutions, Seibel (CRM), ePRF, Lotus Notes Courses: End-user support, Advanced Microsoft Word, Excel, PowerPoint, Outlook, Network Operations Systems (Active Directory)

EmploymentHistory

OfficeMax, Pewaukee, WI                                                                               Aug 2010 – Aug 2011
Sales Associate-ImPress Department              

·         Utilize the Team Member CARE process to contact customers, ask questions, recommend product and encourage add-ons for products and services.

·         Consult and offer solutions to upgrade customer’s order and assist customers in self-serve areas.

·         Accurately calculate prices and provide quotes to customers for all services.

·         Maintain job flow of production utilizing job queues and other tools and techniques provided.

American Cancer Society Pewaukee, Wisconsin                                            Jan 2007 – June 2007
Help Desk Intern

·         Provided remote phone-based support to 500 end users in WI, MN and SD.

·         Created and responded to ticket requests for support using ACS’s proprietary ticketing system.

·         Identified, evaluated and prioritizedtechnical issues. 

·         Provided thorough technical support to troubleshoot issues and escalated problem tickets to appropriate support specialists and service groups when need be.

·         Worked hands-on alongside Desktop Technician troubleshooting issues on laptops and desktops.

·         Used problem management practices and tools to ensure effective support.

·         Developed and extended technical product knowledge in order to effectively diagnose issues with American Cancer Society-related systems.

·         Assisted in identifying resolution gaps at the Helpdesk and authored solutions.

Education

Carroll University,Waukesha, Wisconsin                                                        Aug 2011
Bachelor’s Degree in Computer Science, Business Management Minor

Relevant courses:

CSC111. Introduction to Java	This course studies the Java programming language, which is used to promote the student’s understanding of object-oriented concepts (classes, methods, abstraction, inheritance, polymorphism, and encapsulation) in conjunction with algorithm design, style, debugging and testing.
CSC 112. Advanced Programming with C#	more advanced programming concepts, constructs, and problem solving skills are addressed. Topics include, but are not limited to, object-orientation, inheritance, polymorphism, exception handling, string processing, files and streams, and collections. Fundamentals of the .NET framework may also be covered.
CSC 211. Database, Web Creation and Networks	The primary objectives of this course are to develop database skills using Microsoft Access and Web development skills using HTML and Microsoft Web-authoring software Expression Web. E-commerce business problems will be solved using a web front end and database back end. A secondary objective is an introduction to networks concentrating on Ethernet and TCP/IP. Also covered is understanding the internals of personal computers to aid their purchase for home or organizational use. This course also continues the discussion on ethical use of technology.
CSC 303. Networking	This course provides a unified view (both theoretical and applied) of the broad field of data communications and networking. Topics: data transmission, data encoding, data link control, multiplexing, circuit switching, packet switching, radio and satellite networks, local area networks (LANs), wide area networks, and protocols. Networking trends for the future will be covered.
CSC 319. World Wide Web Programming	This hands-on course introduces the development of dynamic Web sites. It focuses on Web programming fundamentals and mastery of one of the current server-side technologies. The topics include, but are not limited to, CSS, JavaScript, data-handling using XML and databases, multi-tier development environment, stateless programming, advanced development frameworks, Web services, and rich-user-experience applications. Development methodologies are also stressed.
CSC 351. Database Design	The emphasis in this course is on the design and construction of databases as tools in business. Concepts covered include entity-relationship modeling, normalization, and efficient table design. Programming exercises using an Oracle DMS include experience with Oracle SQL, embedded SQL, PL/SQL and Oracle JDBC.
CSC 352. Advanced Business Web Applications	Students learn how to build web-based e-business applications by using Microsoft ASP.NET, and SQL Server. Students develop Web-based applications linking Web sites to back-end databases while also learning how to build distributed, component-based web applications. Web services issues will also be discussed. Applications which scale are stressed in the context of performance, business goals, security, and other relevant topics.
CSC450. Projects for Computer Science Majors	This course gives students a real world project to solve and is a very demanding course open only to majors in their senior year. The course allows students to select, design, code, document and formally present a substantial project of their own choosing.

Waukesha County Technical College,Pewaukee, Wisconsin                         June 2007
Associate’s Degree Computer Support Specialist

Relevant Courses:

Intro to Networking	become familiar with network types, topology, media and hardware utilized in local area networks. Topics covered include network operating systems, network devices, network protocols, and wireless and wired networks. Hands-on lab exercises include network configuration, installation and troubleshooting.
End User Support	Apply problem-solving techniques and communication skills in providing technical support to end users. Gain hands-on experience using service management applications. Learn various software applications and VoIP technology to log, track, maintain and resolve computer issues. Understand how giving and receiving feedback, thinking critically, making effective decisions and dealing with conflict will result in a successful interaction with computer end users.
Computer Hardware Diagnostics	be able to describe the internal components of a computer, assemble a computer system, install an operating system and troubleshoot using system tools and diagnostic software. Also, be able to connect computers to the Internet and share resources in a networked environment.
Intro to SQL	Understand an introduction to database design and concepts. Learn about data normalization and Entity Relationship (ER) Diagrams. Write code to create basic SQL SELECT statements, restricting rows and sorting data, joining data from multiple tables, selected single-row functions, group functions and sub-queries. Become familiar with code for table creation and management, constraints, data manipulation and transaction control.
Server +	Learn about server hardware technologies, including how to install, configure and upgrade server hardware as well as preventive maintenance, troubleshooting and disaster-recovery techniques for server
Network Operating System Administration	This course provides students with training in the skills necessary to perform day-to-day network administration using Microsoft LAN Server products .At completion of this course students will be able to create and manage user and group accounts, determine account policies, troubleshoot login problems, and set up file system security. In addition, students will set up a printing environment, administer and troubleshoot network printers, use auditing functions and security logs, monitor network resources, and back up and restore files and folders. Client workstation connectivity and related administrative tasks will be covered.
Operating System Management	-- A review of the most common command line operations and study of more advanced commands necessary to configure the Windows 2000 operating system for a variety of environments. Topics to be studied include creating directories, batch files, menus, custom configurations, file management, multitasking, windowing, security, and disk management utilities. There will be an introduction to usage, configuration, and tools of the Windows 9.X operating system. The Linux operating system is examined in-depth with emphasis on features, capabilities, tools, and configurations including an introduction to network configurations.

ACCOMPLISHMENTS

• Capstone Experience: I developed a Website that OfficeMax could use for their ImPress department. The main objective was to manage work orders on the ImPress associates website. An associate would be able to create, modify, and delete a client’s work order. I used SQL for the database, ASP.NET w/C# for the web programming language.

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