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Professional Summary

Senior Research Analyst with experience coordinating multiple, concurrent projects, from identifying requirements to delivery of solutions for clients, in the market and social industries. Achieved positions of increasing responsibility based on proven skills in the research process and data analysis. Highly proficient working in both qualitative and quantitative research studies using a plethora of technologies. Expertise in project management, database management, data analysis, reporting and communicating findings to inform strategic decision making.  Knowledge of Lean Management principles.

Core Qualifications
  • Data analysis - using SPSS,Excel, Access, SQL, NVivo
  • Proposal Writing
  • Budgeting and finance
  • TCPS2 Certification
  • Website development and content editing
  • Excel (Macros, vLookups, Pivot Tables etc)
  • Account Management
  • Qlik sense for data visualization
  • Project Management
  • Database Management (T-SQL, Access DB)
  • Critical Thinking
  • Policy Implementation
  • Team leadership
  • GIS knowledge
  • Written/Verbal Communication
  • Extensive Organizational Skills
  • Report Building in different formats and designs
  • Microsoft PowerPoint
  • Python Programming
  • Client assessment and analysis
  • Advanced Excel spreadsheet functions
  • Data quality assurance processes
  • Multimedia (Video creation and editing)
  • Survey software expertise (ConfirmIt,SurveyMonkey,QuestionPro, Lime Survey)Predictive Analytics (Machine Learning)
  • Team liaison
  • Self-motivated
  • SharePoint
Professional Experience
Research Data Analyst, 03/2018 to Current
County of Simcoe Administration Center Midhurst, ON
  • Provide comprehensive analysis, research, data and reports based on Health and Emergency services.
  • Consult with staff regarding research and reporting requirements
  • Provide needed information and data analysis through appropriate reporting methodology
  • Analyze and identify trends using multiple data sources
  • Monitor emerging trends in the economy, demographics, societal changes, service systems related to Paramedic Services
  • Data validation
  • Represent the Health & Emergency Services on research projects
  • Collaborate on evaluation projects
  • Data mining
  • Ad hoc reporting
  • Analyzed statistical data using both modern and traditional methods.
  • Interpreted data and made recommendations from findings.
Data Analysis And Information Systems Officer, 06/2018 to Current
Seneca College of Applied Arts and Technology Toronto, ON
  • Researched and updated all required materials needed for Degree and Credit Transfer Office
  • Project Management
  • Database management
  • Overseeing SharePoint database
  • Developing and running reports
  • Analyzing  data and providing department support
  • Transformed project data requirements into project data models.
  • Coordinated statistical data analysis, design, and information flow.
  • Developed data architecture design to enable analysts to perform targeted customer analysis.
Research Assistant / Senior Research Analyst, 01/2017 to 04/2018
Seneca College Toronto, ON
  • Senior Research Analyst on an eCampusOntario project
  • Research Ethics Board - Produce REB applications to Ontario Colleges
  • Manage the REB application process
  • Sound knowledge of Tri-Council Policy Statement: Ethical Conduct for Research Involving Humans (TCPS2)
  • Liaison between research team and external parties
  • Develop and write research reports.
  • Establish and maintain research electronic and paper based files
  • Record management:  REB applications, communication, approvals, meeting notes
  • Communicate with various stakeholders on a regular basis on research ethics process
  • Provide research support within the Ontario College system
  • Efficiently work with all SPSS, Excel, PowerPoint, NVivo, and other research software applications
  • Assist with all aspects of the research design, implementation and integration.
  • Major projects utilizing, skills in attention to detail
  • Data Collection
  • Data Analysis , communicate findings
  • Quality assurance
Research Analyst/Data Analyst, 09/2016 to 12/2016
Bond Brand loyalty Mississauga, ON
Service Ontario Project 
  • Research Analyst/Data Analyst on a team of 3.
  • Softwares/Technologies used: SPSS, Excel, PowerPoint and Conformit.
  • Data Analysis for quality control and quality assurance using Excel and SPSS.
  • Reporting/storytelling of data; using Microsoft Office (PowerPoint, Word and Excel).
  • Supported the flow and logic of questionnaire construction using Conformit.
  • Checked programmed surveys for logic and accuracy using Conformit.
  • Assisted in the coordination of research projects such as designing questionnaires.
  • Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan using Excel and SPSS.
  • Provided support in developing and reviewing of client deliverables including the preparation of report charts.
  • Communicated and provided project status updates to team.          
  • Participated in client presentations; created reports using Excel and PowerPoint.

Major Telecommunication Provider Project

  • Research Analyst/Data Analyst on a team of 3.
  • Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan; using Excel and SPSS.
  • Supported the flow and logic of questionnaire construction using Conformit.
  • Checked programmed surveys for logic and accuracy using Conformit.
  • Communicated and provided project status updates to team. 

Mortgage Project

  • Research Analyst/Data Analyst on a team of 3.
  • Softwares/Technologies used: SPSS, Excel, PowerPoint and Conformit.
  • Data Analysis for quality control and quality assurance using Excel and SPSS.
  • Reporting/storytelling of data; using Microsoft Office (PowerPoint, Word and Excel).
  • Supported the flow and logic of questionnaire construction using Conformit.
  • Checked programmed surveys for logic and accuracy using Conformit.
  • Assisted in the coordination of research projects such as designing questionnaires.
  • Reviewed the quality of data that's collected to ensure samples and quotas met the design Plan using Excel and SPSS.
  • Provided support in developing and reviewing of client deliverables including the preparation of report charts.
  • Communicated and provided project status updates to team.          
  • Participated in client presentations; created reports using Excel and PowerPoint.


Research Analyst/Data Analyst (Project Team Leader), 01/2016 to 08/2016
Rural Ontario Medical Program (ROMP) Collingwood, ON
  • Research Analyst / Data Analyst (Project Team leader on a team of 3)
  • Softwares/Technology used: Excel (vLookups, Macros), SPSS, QuestionPro, PowerPoint
  • Conducted a policy and development study for ROMP
  • Designed survey based on literature reviews and secondary data, conducted literature reviews for background information
  • Conducted in-depth interviews using a random sampling technique
  • Collected both quantitative and qualitative data from survey results and in-depth interviews, and then analyzed primary data using Excel, SPSS and QuestionPro
  • Presented findings and recommendation with story behind the data to client.The client was able to identify key education programs that will impact rural Ontario doctors' professional development.
  • Through this project I developed the following skills: Data analysis, Client Management Skills, Research design, In-Depth interviews Data collection skills,Team work,Project management, Risk Management, Strong reporting skills and presentation skills. 

Research Analyst/Data Analyst, 03/2016
Unilever Canada
  • Executed a consumer insight research project for Unilever Canada with a team of 3 Research Analysts
  •  Softwares/Technologies used: NVivo, Excel, PowerPoint
  • Designed In-depth interviews with consumers of Unilever product
  • Conducted literature reviews for background information
  • Collected both qualitative and quantitative data from social media and interviews, and then analyzed primary data using Excel, SPSS and NVivo
  • Presented findings and recommendation with story behind consumers' habits and motivation, to client
  • Client was able to identify consumer perception of their brand, and areas of key importance
  • Through this project I developed the following skills: Research design, In-Depth interviews, Data collection skills,Team work, Data analysis -using Excel, SPSS, NVivo, Project management, Storytelling -presentation of findings with story behind data.          

Sales Representative/Data Analyst, 11/2014 to 01/2016
Royal LePage Commercial Toronto, Ontario
  • Exposure to SalesForce as CRM too to manage client details and products 
  • Specializing in Commercial Real Estate-Retail Leasing, Industrial Sales and Sale of Businesses
  • Data analysis of commercial real estate sales/leases trends and created reports for clients Analyzed
  •  Researched clients commercial needs, market trends and executed plan accordingly
  • Analyzed Data from Toronto Real Estate Board Created market trend reports for communities within Toronto
  • Provided subject matter expertise in health and fitness industry.



Commercial Sales Specialist/Data Entry, 09/2011 to 11/2014
Lowes Canada North York, Ontario
  • Data Entry of commercial clients in companies database.
  • High demand sales role, where I was responsible for generating new sales.
  • Leading the Commercial sales team and generating new leads, resulting in weekly sales of over $100k an overage.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
  • Contacted other store locations to determine merchandise availability.
  • Built relationships with customers to increase likelihood of repeat business.





Junior Team Leader /IT Help Desk Specialist, 09/2001 to 08/2011
Canadian Armed Forces New Brunswick/Quebec
  • Database Design using MS Access and SQL for military combat training and quick reporting on training effectiveness.
  • IT Help Desk specialist, troubleshooting various IT issues and implement IT plan for Canadian Armed Forces Medical Unit
  • Served as a junior leader within the Artillery branch for 8 years. Led 55 soldiers, including training for maintenance of physical and combat fitness levels.
  • Trained over 100 new soldiers to perform various roles within the artillery branch,  including battle training for deployment.
  • Planned and executed annual weapons qualification and training for 100 personnel, ensuring more than 90% of personnel were ready for deployment.
  • Developed new process for troops evaluation which resulted in marked performance improvements.



Affiliations

"I have worked with Del on a few projects. Before every project he develops a deep understanding of the overall objectives and performs detailed case studies. He is very articulate and is an excellent public speaker. Del is skilled at both analyzing the data and communication with clients". Lucas Beal (Business Process Analyst at RCMP)

 

"I have known  Del personally and professionally for the last year -first, as a student of mine,  in the  Research Analyst Program at Georgian  College, and then as  a project team participant managing  key aspects of new initiatives  in the program. ln that time, I have found him to be an articulate, hard working individual who interacts very well with colleagues and produces solid work.  ln fact, while in  his role on the project team,  Del proved to be an ideal worker, For those  tasks with which  he was involved,  his work ethic and work results were both  100% reliable and fruitful.  Del was dealt an unusual breadth of  tasks and in  each case he performed  his duties efficiently, effectively and with utmost discretion". Robin Lobb, Professor

Education
Post Graduate Research Analyst: Business and Management, 2016
Georgian College - Barrie, Ontario





  • Dean's List, both semesters, 2016
  • Database Management - Access, SQL 
  • Advance statistical Procedures - SPSS, Linear Regression,Statistical Modelling, 
  • Spreadsheets and Table Management - MS Excel,
  • New Research Technologies - Tableau, Qlik sense, QuestionPro, Google Analytics, WordPress, NVivo
  • Qualitative and Quantitative research communication skills
Bachelor of Science: Life Sciences -Psychology major McMaster University - Hamilton, Ontario
Certifications
  • Tri-Council Policy Statement certificate: Ethical Conduct for Research Involving Humans (TCPS 2)
  • Post Graduate Research Analyst Certificate (2016)
Volunteer Service

Communications Officer : for a not-for-profit organization in Toronto that provides food and clothing to the homeless.

  • Strategic Marketing and Communications Consultant with a firm grasp of corporate messaging and branding. Possesses a strong work ethic, as well as exceptional writing, editing and research skills.
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Professional Summary
IT professional with more than 10 years background in system administration, hardware and software troubleshooting and network management for the federal government and in the private sector. Possesses active security clearance.
Skills
  • Leadership
  • Strong communication skills
  • Working independently
  • Organized
  • Focused
  • System Administration
  • Fast learner
  • Skilled multi-tasker
  • Customer service oriented
  • Detail-oriented
  • Self-starter
  • End-user support


Additional Information
  • Holds (Active) Top Secret/SCI and Secret Security Clearance
Work History
Desktop Support Technician, 08/2017 to Current
SERCO (U.S. Coast Guard) Oakland, CA
  • Utilize Remedy to properly document and respond to incidents, service requests, updates, patches, configuration changes and maintenance for a wide variety of equipment to include printers, workstations, laptops, servers, and network equipment.
  • Identify and/or troubleshoot problems and interface with external service providers on a wide range of issues to include networks, Microsoft Exchange, Active Directory, DNS, and DHCP.
  • Troubleshoot laptop, desktop, peripheral and server hardware problem and coordinate maintenance with vendors as required.
  • Create and manage Microsoft Active Directory objects to include computers, security groups, distribution groups, and users.
  • Configure and troubleshoot iOS and Android mobile devices.
  • Monitor, troubleshoot and repair basic network problems to include the management of internal office cabling.
  • Test locally approved hardware for compatibility and usability with customer gold images and other baselines.
  • Support Information Assurance (IA) staff in creating and maintaining certification and accreditation (C&A) packages.
  • Install, repair, and configure computer equipment and peripherals.
  • Maintain and update disaster recovery procedures.
  • Assist in performing configuration and security compliance scans to include remediation of findings.
  • Provide conference room support to include remote access, desktop and application support.
  • Receive, unpack and barcode IT equipment.
  • Conduct physical inventories of all equipment within HQ support staff's area of responsibility (AOR).
  • Maintain and inventory sufficient spare equipment to be able to respond quickly to outages or surges.
  • Securely process and prepare excess equipment for disposal.
Help Desk Specialist, 10/2016 to 04/2017
CSRA (U.S. Air Force) - Travis AFB CA
  • Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
  • Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
  • May route calls to product line specialists, application, or system support specialists.
  • Maintains and updates records and tracking databases.
  • Alerts management to recurring problems and patterns of problems.
Network Operations Supervisor, 10/2011 to 09/2015
U.S. Air Force - Travis AFB CA


  • Directly supervised three military technician providing executive communications support, BlackBerry, Secure Mobile Environment-Personal Electronic Device (SME-PED), Virtual Private Network (VPN), Desktop Support.

  • Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.

  • Plan, coordinate, and implement network security measures to protect data, software, and hardware.

  • Continually evaluates the process in place to ensure that the best possible solution is applied to each task

Deployable Command and Control Information Supervisor, 08/2001 to 01/2007
U.S. Air Force - Travis AFB CA


  • Managed 41 servers over 1000 network devices and provided network and computer support for 1,400 multi-national users

  • Engineered, configured, and maintained layer 2 and 3 data, voice, and video networks for deployed joint operations

  • Provided critical secure and non-secure WAN access, long local DSN phone access, video conferencing services, and performed other network administrative duties in direct support of Operation Iraqi Freedom

  • Maintained $2.8+ million in computer and network equipment with 100% accountability

Cyber Systems Supervisor, 02/2007 to 09/2011
U.S. Air Force - Travis AFB CA
  • Engineered update/sanitization software and supervised a team of 7 administrators and Helpdesk technicians to achieve a perfect rating of network systems state during operational readiness inspection. 

  • Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components, when necessary.

  • Confer with network users about how to solve existing system problems using Remedy trouble-ticket system.

  • Install, diagnose, repair, and maintain information technology infrastructure including workstations, servers, printers, copiers, scanners, fax machines, VOIP, video conferencing, and networking equipment

  • Managed Communication Security (COMSEC) cryptographic account worth $250K

Education
Associate of Science: Computer Networking & Information Technology,

 

Associate of Science: Computer Networking & Information Technology, Current
City College of San Francisco - San Francisco, CA

Associate of Applied Science: Information Systems Technology, 2015
Community College of the Air Force - Montgomery, AL
Information Systems Technology
Certifications

Current CompTIA Sec+ CE

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Professional Summary
Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Knowledgeable and innovative sales and banking professional whose success is based on integrity, exceptional customer service, efficiency and ambition.
Skills
  • IT Support
  • Microsoft Office Suite​
  • Data backup and retrieval
  • Risk management assessments
  • Financial analysis aptitude
  • HIPAA Certified
  • Superior organizational skills
  • Excellent communication skills
  • Excellent diagnostic skills
  • Strong banking ethics
  • Complex problem solving
  • Excellent work ethic
Work History
Sales Agent 02/2017 to 09/2017
Red Ventures
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.
  • Set up new accounts, established customer credit, and set up payment methods.
  • Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
  • Emphasized product features based on analysis of customers' needs.
  • Maintained friendly and professional customer interactions at all times.
Customer Service Representative 05/2016 to 01/2017
Xerox
  • Assisting Medical providers with medical benefit quotes.
  • Researching Medical Claims.
  • Identifying Network Status for both In Network and Out of Network Providers.
IT Help Desk Specialist 11/2014 to 10/2015
Randstad/State Farm Fort Mill, SC
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Conducted research to address customer concerns.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Demonstrated professionalism and courtesy with customers at all times.
Cleaning Maintenace 05/2010 to 10/2014
Jaden & Company Commercial Cleaning Charlotte, NC
  • Performing daily general cleaning duties and occasional carpet cleaning.
  • Cleaning the desks and other assets on a daily basis of offices
  • Maintaining a high precaution level while cleaning costly and delicate articles.
  • Observing absolute cleanliness at cabins of senior officials and meeting rooms.
  • Coordinating with other cleaning team mates and ensuring safety measures are followed while cleaning.
Collector I/Loan Servicing Specilist II 07/2008 to 04/2010
Wells Fargo Fort Mill, SC
    • Managed a Pipeline of 70+ loans effectively.
    • Reviewed appraisals to calculate loan to value ratio and to ensure comps were sufficient.
    • Increased business unit's credit evaluation performance by developing an Excel macro to identify Key words in the FDR system resulting in quicker decision making.
    • Worked with third party vendors to obtain correct title insurance, appraisal and insurance informationAnalyzed credit reports for accuracy and to calculate debt to income ratio.
    • Facilitated the subordination process by reviewing and submitting second lien loan requirements.
    • Created production pipeline reports for upper management to target business unit trends and improve production processes.
Executive Administrative Assistant 12/2006 to 11/2007
Manpower/IBM Charlotte, NC
  • Greeted visitors entering the office, determined the nature and purpose of visit and directed them to the appropriate destination.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Obtained signatures for financial documents and internal and external invoices.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Education
Associate of Applied Science: Computer Networking 2018 York Technical College - Rock Hill, SC
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Professional Summary
Motivated Business Analyst with the technical expertise and business acumen necessary to translate business requirements and objectives into scalable, highly resilient and successful system solutions.
Skills
  • Agile Methodology
  • Data Mapping
  • Data Analysis
  • Entity Relationship Diagram
  • Gap analysis
  • Workflow Analysis
  • Business Development
  • SharePoint
  • Business Process Mapping
  • Jira
  • Version One
  • Microsoft Office Suite
  • Effective Time Management
  • PDF Editor
  • Mind Mapping
  • Waterfall Methodology
  • Operations Management
  • Brand Management
  • Business Artifacts Documentation
  • Customer Needs Assessment
  • High-Profile Presentations
  • Complex Problem Solving
  • Promoting Process Improvement
  •  Strong Collaboration
  • Objectives and Key Results Oriented
  • Domain Map
  • Information Management
  • User Acceptance Testing
  • Fostering Relationships
  • Safety Warden
Work History
Pharmacy Benefit Manager Senior Business Analyst, 03/2017 to Current
Healthesystems LLC Tampa, FL
  • Document business processes and analyze procedures
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Mapped process activities to desired outcomes to rectify operational inefficiencies.
  • Created Domain Maps and Entity  Relationship Diagrams for multiple products
  • Identified process inefficiencies through gap analysis.
  • Performed competitor bench marking analysis and identified savings opportunities and potential product enhancements.
  • Conducted knowledge sharing sessions to capture “Lessons Learned” and streamline the product improvement process.
  • Documented Data Dictionary and Lineage information for input into the internal eData Wiki application.
  • Managed testing cycles, including test plan creation, development of scripts and co-ordination of user acceptance testing.
  • Executed user acceptance testing
  • Researched the integrity of data flow into databases.
  • Recommended operational improvements based on tracking and analysis.
Pharmacy Benefit Manager Business Analyst, 11/2011 to 03/2017
Healthesystems LLC Tampa, United States, FL
  • Serve as a liaison between the Business and Information Technology Department on product development requests from initiation through to completion.
  • Participates in industry and professional networks to ensure awareness of standards, trends and best practice.
  •  Created interactive user interface wireframes.    
  • Assists in Product Owner in writing user stories and acceptance criteria in Behavior Driven Design format.
  • Analyzed reported software issues.
  • Produced detailed documents and procedures.
  •  Responsible for helping QA develop test criteria when required.
  • Perform software modification testing.
  • Gather requirements for Exchange Flat files, Reports,  SFTP transfers, adhering to individual states compliance, adjudication, using customized software.
  •  Constructed test case scenarios through collaboration.
  • Mapped current processes and offered recommendations for improvement.
  • Assessed the impact of current and future business processes on users and stakeholders.
  • Collaborate with different departments to obtain requirements based on the type of request or assignment.
  • Overseer of the Sales and Demonstration system.
  • Produced demonstration system documentation from the owner and user perspective of the system.
  • Coordinated monthly upgrades to the code and data for the demonstration system.
  • Staged scenarios for client and conference  presentation. 
  • Drafted work request for delivery team on Demonstration systems problems.
Pharmacy Benefit Manager Business Support Analyst, 07/2010 to 11/2011
Healthesystems LLC Tampa, United States, FL
  • Facilitated supporting the business and development by completing first level triage of an issue.
  • Recreating the steps when possible and noting any trends found
  • SQL performed to collect data around the issues.
  • Documentation research using SharePoint.
  • Reviewed Java code though Eclipse.
  • Evaluated Stored Procedures .
  • Performed the various types of research on incoming Application Trouble Tickets.
  • Created Business Requirement Documents for Clinical Letters, Paper Bill and Point of Sale adjudication system, Claim Eligibility and Pharmacy Mail-Order.
  • Produce weekly Product Management Reports through Excel using VBA.
Paper Bill Processing Exception Supervisor, 10/2008 to 07/2010
Healthesystems LLC Tampa, United States, FL
  • Developed documented procedures for the Department.
  • Researching Paper Bill Processing Exception problems in the database prior to reporting issues.
  • Tested and inspected various letter developments for the department such as; Therapeutic Alert, EOB's, and Pharmacy Return Letter.
  • Coordinated printing and mailing the company letters.
Help Desk Team Lead, 12/2007 to 10/2008
Healthesystems LLC Tampa, United States, FL
  • Mentored and supported the Help Desk Specialists.
  • Provided coaching through referencing and understanding department procedures.
  • Monitored the various tasks handled by Specialists ensuring Service Level Agreements were achieved.
  • Determined where resources were needed to fulfill primary and secondary task completion.
  • Assisted Specialists in resolving adjudication system issues using advanced troubleshooting skills and system overrides when needed due to known system defect.
Help Desk Specialist, 09/2007 to 12/2007
Healthesystems LLC Tampa, United States, FL
  • Assisted adjusters, pharmacies, and injured workers using a complex pharmacy adjudication system and Electronic Prior Authorization Queue.
  • Resolved Worker's Compensation patient's medication not processing.
  • Proactively searched the adjudication system for prescriptions that did not process.
  • Indicated if an authorization was approved or denied, for how long, and why on behalf of Workers' Compensation adjusters via a phone call or email from them.
Education
Bachelors of Science in Business: Management and Leadership, 2017
Capella University - Minneapolis, MN
  • Delta Mu Delta- International Honor Society of  Business
  • Honors Society.Org​
Accomplishments
  • Letter of Medical Necessity Web Application - End of Waterfall, Beginning of Agile
  • Paper Bill Form Type Recognition (Prescriber, Pharmacy, and TPA) - Agile
  • Prescriber Information Source Change - Agile
  • Federal required change to use National Provider Indicator (NPI) – Agile 
  • Created, maintained, and trained staff for maintenance transition for a brand new e-commerce site.
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Professional Summary
  • Experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure
  • Strong analytical skills; able to work with technicians from various engineering disciplines to troubleshoot complex system-level issues
Education and Training
Associate of Science: Computer Network Systems 2010 ITT Technical Institute, Henderson, NV
Bachelor of Science: Information Systems & Cybersecurity (Expected March 2016) ITT Technical Institute, Henderson, NV
Skill Highlights
  • Microsoft Server/Client Operating Systems
  • Active Directory
  • VMware technology
  • Microsoft Office Suite 2010/365
  • BMC Track It!
  • Systems Installation, Configuration & Upgrading
Professional Experience
Las Vegas Convention & Visitors Authority Las Vegas, NV Senior Help Desk Specialist 08/2011 to Current

Responsible for providing professional technical assistance and support related to computer systems, hardware and software for computer users. Provide trouble call tracking and analysis data to ITD management. Must customarily exercise discretion and independent judgment in performance of duties due to having access to all LVCVA information including confidential data.

Self Employed Las Vegas, NV IT Consultant/Technician 08/2006 to Current

Designed and installed numerous client/server networks using LAN/WAN/WLANenvironments. Installed/upgraded numerous Microsoft server operating systems via standard hardware and by use of VMware virtual servers. Relocated numerous offices to off-site locations with minimal downtime and reestablished network with minimal complications.

Las Vegas Convention & Visitors Authority Las Vegas, NV Security Officer 12/2006 to 08/2011

Administrator and lead designer for the Security department's Share Point Team Sites. Developed multiple Microsoft Excel databases used for tracking fiscal year spending and inventory used by the Traffic section. Utilized Microsoft Office Word and PowerPoint to create a highly effective bike officer training program. Intermittent/On Call dispatcher during assigned shift for periods of low manning or high volume traffic.

United States Air Force Colorado Springs, CO Flight Sergeant 10/1998 to 09/2006

Supervised a 30 person team charged to protect a U.S. asset valued at over $30 billion. Responsible for receiving and resolving over 400 radio transmissions/telephone calls during each assigned shift. Administrator for all training records and evaluations for all personnel assigned to the shift.

Certifications

Comptia A+

Microsoft Office Specialist (MOS)

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Summary

Technical support professional with 13 years of extensive structured cabling and IT support experience. Enjoys troubleshooting and finding solutions to technical issues.

Highlights
  • 3M certified installer
  • SYSTIMAX certified installer
  • ICDL certified
  • Fiber distribution
  • Structured cabling
  • Troubleshooting proficiency
  • Patient and diligent
  • Vast technical knowledge
  • Sharp problem solver
  • Adaptive team player
  • Energetic work attitude
  • Good communication skills
Experience
AlMashfa Hospital Jeddah, Saudi Arabia Help Desk Specialist 06/2011 to Current
  • Performed all structured cabling installation in the hospital, administration and accommodation buildings.
  • Inspected the locations prior to installation, planned the cable pathways,calculated the materials and the equipments required for installation.
  • Installed all network cables in accordance to the floor plans with the help of various hand tools and other testing equipments.
  • Organized the cable installation by installing other components such as fiber backbone, copper and other cables.
  • Performed various tasks such as pulling, terminating and testing copper and fiber cable, installing patch panels and other types of cable support hardware.
  • Maintained cable systems by installing, repairing, programming, and upgrading cable infrastructure.
  • Specialist in cat 5, cat 6, RJ11, RJ45, etc.
  • Preformed IP Telephony trouble shooting.
  • Installed IP CCTV cameras.
  • Performed major and minor preventive maintenance and repairs by troubleshooting cabling system issues.
  • Identified, tracked and removed abandoned cables.
  • Tested newly installed or relocated cables in accordance with established procedures.
  • Kept cables neatly tied and bundled while maintaining safety standard.
  • Recorded time and materials used on daily work assignment.
  • Returned all equipment and supplies to respective locations after the job completion.
  • Completed required paperwork including installation checklist, service orders.
  • Repaired data communications lines and equipment.
  • Installed and configured computer operating systems and applications.
  • Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Installed, modified, and repaired computer hardware, software and peripherals.
  • Followed up with users to ensure issue has been resolved.
  • Identified and escalated incidents requiring urgent attention.
  • Documented all new, changing and malfunctioning jobs.
  • Set up equipment for employee use, performed and ensured proper installation of cable, operating systems, and appropriate software.
Data Structure Integration Company Jeddah, Saudi Arabia Project Coordinator 01/2010 to 05/2011
Data Structure Integration Company Jeddah, Saudi Arabia Technician Supervisor 01/2007 to 12/2010
    Data Structure Integration Company Jeddah, Saudi Arabia Network Technician 02/2002 to 12/2006
    Projects
    • King Abdul-Aziz University(Phase I fiber 184 Buildings)
    • King Abdul-Aziz University(Phase II 12000 nodes)
    • King Abdul-Aziz University(Phase III 8000 nodes)
    • Dar Al Hekma College
    • King Fahad Military Hospital –Jeddah
    • King abdul Aziz Hospital & Oncology Center-Jeddah
    • King Fahad Hospital-Jeddah
    • Saudi German Hospital
    • Najran Military Hospital
    • Al-Noor Hospital Makkah
    • Abdul Rahman Faqih School
    Education & Certefications
    High School Diploma AlMoasasah AlElmeiah AlKubra, Jeddah, Saudi Arabia
    SYSTIMAX - Certefied Installer CommScope
    Volition Certified Installer 3M
    ICDL Certified International Computer Driving License
    Skills

    Languages 

    Arabic (Native)

    English (Good) Writing and Conversational

    Computer Skill 

    Microsoft Windows OS, Linux OS, MS Office, lIbreOffice, Health Care Information System.


    This resume is created in 7 minutes.
    Summary
    Experienced manager with a background in full-cycle human resources management, operational management and instructional design.
    Highlights
    • Workshop Facilitation
    • Full-cycle HR Management
    • Operational Management
    • Course Development
    • Accounts Payable/Receivable
    • Payroll Administration
    • Organizational Planning
    • Project Management
    Experience
    May 2011
    to
    Current
    Business Career College Edmonton, AB Director of Operations
    In this role I am responsible for the full-cycle human resources for a staff of 13. This includes the oversight of all administrative functions of the college, procurement and sourcing of contracts, and organizational planning. An additional part of my role is the design and development of new courses for the college.
    June 2010
    to
    May 2011
    Business Career College Edmonton, AB Senior Administrative Coordinator - Exams and Records In this role I was responsible for grading and customer service for all exams. In this role I managed the general student and exam databases. While in this role I designed and implemented a new comprehensive student database system which merged all parts of the student file into one system.
    March 2009
    to
    March 2010
    Alberta Blue Cross Edmonton, AB Individual Product Sales Associate This was a predominantly sales oriented role where I sold personal health insurance plans.
    May 2008
    to
    February 2009
    RBC - Royal Bank Edmonton, AB Account Manager In this role I was part of the sales force on the personal banking side of RBC. I provided solutions to clients in the areas of lending, banking and investments.
    March 2007
    to
    May 2008
    GE Consumer Finance Edmonton, AB Escalated Help Desk Specialist In this role I provided customer service for consumer credit products. My role was focused on helping those clients who were having difficulty resolving a problem with a front-line customer service representative. The second part of this role was assisting front-line customer service representatives to resolve complex issues. While in this role I consistentlyachieved top level results in quality and productivity.
    May 2006
    to
    January 2007
    GE Consumer Finance Edmonton, AB Customer Service Representative Providing customer service for consumer lending products in a call centre environment.
    August 2003
    to
    June 2004
    Adlai Stevenson High School Bronx, NY Teacher I was a teacher in the social studies department, teaching students in grades 9, 10, 11 and 12. I was responsible for lesson design, assessment and classroom management. I was also honored to be a subject matter expert in innovative learning solutions for my department.
    Education
    2006
    University of Alberta Edmonton, AB, Canada Bachelor of Arts: Anthropology I completed a 2nd bachelors degree in Anthropology, with a focus on cultural anthropology. 
    2003
    University of Alberta Edmonton, AB, Canada Bachelor of Education: Education I completed a Bachelor of Education with a focus in Secondary Education specializing in Social Studies and English as a Second Language.