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Career Objective
To obtain a management position in which I am granted the opportunity to influence the selection and implementation of technical solutions to better render the services of the organization to its stakeholders.
Career Overview

Highly-skilled Information Technology professional offering vast depth and breadth of knowledge in database, programming, telephony, network and technical support arenas developed over 13 years.

  • Programming and design skills
  • PBX & SIP Telecom
  • Cross-tier components implementation
  • Database servers
  • Structured query language (SQL) expert
  • Technical help desk & data center experience
  • Strong analytical skills
  • Optimizing and performance tuning

Interactive Intelligence - Interaction Center Certified Engineer 4.0

CIW Web Design Specialist
CIW JavaScript Specialist
CIW Database Design Specialist
  • CIW, License 650301
CompTIA Network+ CE
  • CompTIA, License COMP00100    
Work Experience
Interactive Intelligence May 2014 to Current Associate Software Engineer
Indianapolis, IN
  • Lead Database Developer for Customer Interaction Center (CIC) reporting and Data team.
  • Fixed several database design issues with previously released code and code currently in development.
  • Database and C# Developer on the Enhanced IA changelog delivery team.
  • Automation Developer on the delivery team for Interaction Desktop.
  • Developed and published fixes in response to external customer support needs nationally and internationally.
  • Database company leader and mentor for support data services and automation employees.
Availity January 2014 to May 2014 Applications Support Technologist
Indianapolis, IN
  • Application Tier II support through the company ORACLE database for an array of applications used in the health care industry, primarily RCM core functionality.
  • Set up new client accounts and resolved issues with existing client implementations.
Chrysler LLC December 2012 to January 2014 IT Manufacturing Support Specialist
Kokomo, IN
  • Implemented WhatsUp Gold Monitoring and performance web application for Kokomo Transmission Plant, enabling real-time data center monitoring and historical reporting through SNMP to ensure the health of plant servers and applications.
  • Network Administrator responsible for external vendor and plant electrician relationship management to support new product launches.
  • SharePoint site Administrator and Designer responsible for creating SharePoint sites for the Kokomo Transmission Plant and for the IT department.
  • Supported corporate network initiatives by reducing switch stack sizes, implementing enterprise change controls and managing VLAN's.
  • Designed Engineering SharePoint Site and Workflows using Nintex Workflow and SharePoint 2010 to support automation of previously manual tasks.
  • Responsible for Active Directory users, computers and groups management, Lotus Notes user provisioning, Windows Server 2003, 2008 administration and VSphere Virtual server management.
  • Wrote Windows forms application using C#, Entity Framework, T-SQL and PowerShell to partially automate remote connectivity and end user support processes.
  • Reduced average call handle time across department by 50% through process simplification and team training initiatives.
Defender Direct, Inc April 2012 to December 2012 Applications Developer
Indianapolis, IN
  • Automated manual accounting tasks for Microsoft Dynamics Great Plains, leveraging WCF web service and database, stored procedures and jobs along with MVC website.
  • Created forensic reporting using T-SQL and SSRS for Commissions team to investigate ADT installation job exceptions based on business requirements, enabling Commissions to leverage operational data vs financial data for employee payment reconciliation.
  • Wrote several console applications using C#, T-SQL and WCF calls automating commissions-based payment processes, including failure notifications to the Commissions team for manual intervention where necessary utilizing X-Path Queries and Windows Event log tasks.
  • Automated daily pulls and pushes of data from our CRM database to our Microsoft Dynamics Great Plains database via SQL Server stored procedures and jobs.
  • Utilized debugging and accounting skills to modify windows forms application which delivered vendor payments through our bank, also creating NACHA files.
Defender Direct, Inc October 2009 to April 2012 Sales Operations Coordinator
Indianapolis, IN
  • Created technical documentation critical to user adoption of Interactive Intelligence phone system for 250+ inside sales agents.
  • Produced visual mapping of current telephony and computer infrastructure across 4 contact centers using Microsoft Visio data graphics published as a customized web page in SharePoint.
  • Created numerous SSRS reports for sales order entry system, phone system and HR system, primarily oriented around tracking agent activity; improving data integrity around Marketing tracking and Sales performance; optimizing workflows to provide smooth customer and agent experience and providing forensic detail of customer and sales agent behavior.
  • Populated Sales Close Line training tool with edited recorded calls for 250+ sales agents, coordinating efforts with Sales and Compliance leadership. Developed SOPs to expand its enterprise application and trained successor.
  • Enterprise-wide user account manager for DISH Network order entry system.
  • Order entry form architect of the True Blue Water Solutions and Sea Dwelling Creatures sales applications, as well as Defender Recruiting Job Calls application, published in SharePoint and utilizing SharePoint 2010, InfoPath and SharePoint Designer.
Defender Direct, Inc January 2007 to October 2009 NOC Technician
Indianapolis, IN
  • Implemented enterprise-wide printing solution with Automated Business Solutions and KYOCERA that reduced color and black & white printing expenses by 90%.
  • Reduced PC deployment time from 24 hours to 20 minutes through the use of Symantec Ghost Solution Suite and SCCM2007.
  • Tested, developed and delivered enterprise-wide technical training for ADT Pulse (formerly SC Black surveillance camera system) installation and network connectivity.
  • Helped manage 1500+ user accounts and permissions across multiple applications, Active Directory and Exchange Server.
Kokomo Public Library January 2002 to August 2005 Computer Lab Technician
Kokomo, IN
  • Supported library patrons with common to intermediate issues regarding Internet Explorer, Microsoft Office, Computer Hardware and peripherals.
  • Monitored computer use with remote monitoring software.
  • Enforced library computer use policy in cooperation with law enforcement.
Education and Training
Western Governors University Bachelor of Science: Information Technology - Software Feb 2014 - present
Indiana Wesleyan University 2012 Bachelor of Science: Business Information Systems Marion, IN

Ivy Tech State College 2005 Technical Certificate: Computer Information Systems Kokomo, IN
Extra-Curricular Activities

Provide technical support and systems administration services to small businesses that need reliable IT support

Participate in activities to spread awareness about careers in IT to up and coming high school graduates
This resume is created in 7 minutes.
Professional Summary
To obtain a position in a professional environment that will allow skill enhancement and opportunity for advancement.
  • Type 25 WPM 
  • PowerPoint, Excel, Word, Internet Explorer, Windows
  • Knowledgeable in the Recovery Model
  • Skilled in intake interviewing
  • Learning disability awareness
  • Culturally sensitive
  • Public speaking ability
  • Excellent communication skills
  • Daily living activities educator
  • Team leadership skills
  • Organizational skills
Work History
Caregiver, 01/2007 to Current
Sandra Hernandez Phoenix, AZ
  • Assisted patients with bathing, hygiene, grooming, feeding and Physical Therapy.
  • Assisted with patient transfer and ambulation.
  • Maintained a clean, healthy and safe environment.
Referee, 08/2007 to 2008
Elite Sports Phoenix, AZ
  • Managed Game, Players, Coaches and Fans.
  • Exhibited excellent teamwork and a strong work ethic by promoting camaraderie.
Peer Support Specialist, 09/2006 to 01/2007
Recovery Innovations of Arizona - The Annex Phoenix, AZ
  • Worked with people in hospital setting with the implementation of coping skills and finding there own way to recover.
  • ?Documented psychiatric and co-occurring services and responses to treatment in patient case files.
  • Facilitated strengths-based, culturally competent and individualized Recovery Groups.
  • Observed and monitored client behavior and responses to treatment.
  • Connected clients with community service and resource agencies.
Physical Education Instructor, 08/2003 to 05/2004
Peoria School District Peoria, AZ
  • Created and taught lesson plans for grades K-8, including special education classes. 
  • Responsible for classroom management and safety.
  • Served on committee for safety and class room management.
Habilitation Specialist, 10/2001 to 03/2002
Valley of the Sun Habilitation Phoenix, AZ
  • Served the Developmentally Disabled in recreational activities including supervising meals and attending to hygiene needs. 
Computer Lab Technician, 08/1997 to 10/2001
Maricopa Community Colleges/Phoenix College Phoenix, AZ
  • Supervised and scheduled employees.
  • Served on faculty selection board, reviewing resumes and interviewing candidates. 
  • Assisted students with computer assignments.

Bachelor of Arts: Education, 2001
Arizona State University - Tempe, AZ
Arizona State Department of Behavioral Health Peer Support Certification - 2007 - 2016  - RIAZ