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Work Background
Pyramid ConsultingCustomer Service Advocate I
Nov. 2023 - Apr. 2024Honolulu, HIproviding telephone customer service for members and providers affiliated with a local
healthplan. This is a contract with the potential to convert to a permanent position.
Working SolutionsTechnical Support Professional/Customer Service Agent
Sep. 2020 - Apr. 2026Honolulu, HIproviding Remote Technical Support and Customer
Service at level 1 and 2 to users of specific software packages and websites on behalf of multiple Working
Solutions client companies. Engaging clients and customers (new, existing, and prospective) over the phone on
behalf of various client companies. This is part-time and seasonal work.
Certification Assistant (Remote) assisting trainer with technical and logistical aspects of online training.
Assisting certification students with technical issues in their computer equipment, and providing advice and
demonstrations to those students from the veteran agent’s point of view to them as prospective agents.
Bishop &CompanyBusiness Analyst
Aug. 2019 - Jan. 2020Honolulu, HIperforming Business Analysis, Systems Analysis, Application Management and Project Management for a local bank.
InsightServices Technician
Apr. 2019 - Jun. 2019Honolulu, HIperforming Windows 7 to Windows 10 migration at large Managed Services Provider using Microsoft USMT and SCCM
technologies in a Dell hardware environment with multiple Windows domains.
HangerPlatform Specialist
Mar. 2008 - Aug. 2016Austin, TXEngineered the new platform hosting Hanger’s mission critical applications in the field.
Evaluated HP DC5700, DC5800 and DX2400 desktop hardware. Updated and tested all software components to maximize
longevity, security, and simplicity of the new platform. Maximized cost savings, developing no-cost SQL Express
architecture to eliminate the need for software licenses covering SQL server and Windows Server products. I will continue to
oversee this platform as Hanger’s application portfolio continues to evolve.
Offer Level 3 Technical Support to users and technicians when requested. Drive recovery efforts following crashes and outages. Serve as liaison to Application Development and Data Services teams.
HangerBusiness Analyst / Systems Analyst
Jan. 2007 - Nov. 2018Austin, TXAssist .NET developers and SQL developers with at least 65 new OPS builds and releases as they
progressed through the SDLC. This activity has recently moved from PVCS to Mercury Quality Center 9.0.
Designed tests, conducted application testing, managed requirements and designs, and monitored action requests.
Subject Matter Expert for initiatives such as PC refresh project and Magic SDE customization, implementation and
maintenance on a Windows 2003 R2/SQL 2005 platform. Oversee changes to standard disk images.
Offer Level 3 Technical Support to users and technicians when requested. Support Hanger's system test environment.
Applications interfacing with OPS can also be included in our portfolio. Server platform is now Windows 2008R2/SQL 2012 and fully virtual. Fully supported transition and
conversion from legacy software to Nextgen EPM/EHR.
HangerApplication Support Specialist
Oct. 2005 - Jan. 2007Austin, TXSupported complex, homegrown, mission critical healthcare and billing application and its associated Windows
98/2000/XP, SQL Server 2000, MSDE, Windows Server 2000/2003, TCP/IP Network and Database platforms and components.
Approximately 700 sites and 3000 users nationwide. Various Microsoft, homegrown, and third-party tools are used to maintain
application uptime and core functions and to perform essential management and troubleshooting tasks.
CitifinancialTelephone Support
Oct. 2004 - May. 2005Owings Mills, MDTelephone support for thousands of users in three countries and three languages. Remote access to SCO Unix servers
and Windows 2000 workstations. Administered local and domain accounts on Windows NT and Windows 2000, as well as the
Unicenter Service Desk product. Supported and enforced procedures relating to backups, password resets, hardware and
software configuration and maintenance. Completed thorough troubleshooting and diagnosis of hardware and software problems
prior to any escalation. Provided followup for open issues. Supported both client server and web-based applications.
Learning TreeProduction of Classroom Materials
Mar. 2004 - Jun. 2004Reston, VAFull charge of production of classroom materials given to students and visual aids used in a wide variety of IT
training classes. Reviewed and revised author inputs to meet corporate standard and industry best practices. Mastered
final versions of materials using PowerPoint, Word, and Adobe Acrobat. Tracked status of projects in progress, including
accounting for materials, deadlines, and author royalties.
Universal Systems & Technology (UNITECH)Helpdesk Specialist
Feb. 2002 - Jun. 2002Centreville, VAProvided telephone support for Interim Field Security Representatives from the Transportation Security Administration (TSA-IFSR’s)
managing security at major U.S. airports running Windows 2000 on IBM ThinkPad R30 Supported OfficeXP, Norton Antivirus,
RealPlayer, Adobe Acrobat, HP DeskJet printers, dialup and Ethernet communications, CCMail, Lotus Notes. Supported both
client server and web-based applications Diagnosed and corrected software and hardware problems on machines sent to us for
service. Acted as primary interface with vendor support (IBM) for hardware failures detected. Organized and executed
deployment and inventory processes. Evaluated helpdesk software and backup solutions. Also supported Dell and Gateway hardware.
EER Systems, Inc.Help Desk Manager
Aug. 1999 - Apr. 2001Chantilly, VADesigned, implemented and managed help desk structure as part of Desktop Computer Modernization contract effort
valued at $15 million. Interviewed numerous candidates. Selected, hired, and managed up to 14 people. Represented help
desk as a manager, addressing help desk issues for users and customer management at all levels, including formal presentations.
Provided advanced technical support (Level 2 and Level 3). Installed configured and administered NT Server/2000 Server, NT Workstation,
SQL Server 6.5 and Windows 98 for test and production LANs. Installed, configured, customized and administered
McAfee Help Desk in an SQL 6.5/NT environment Integrated McAfee Help Desk with CA Unicenter TNG. Implemented Automated
Call Distributor (ACD). Customized and implemented Magic TSD versions 6 and 7 on SQL Server 7.0 and SQL Server2000
Supported both client server and web-based applications. Developed and managed queries against SQL databases using the SQL
ERD in conjunction with MS Access and Crystal Reports, in addition to T-SQL. Documented project status at various phases of
implementation. Supported Win95, Win98, WinNT, Win2000, Novell 5.x, NT Server 4.0. Worked at client site in Rockville as well
as corporate sites in Rockville and Seabrook, Maryland and in Chantilly, VA. Assisted in establishing EER’s new Rockville facility
to service this contract. Managed daily activities of its helpdesk there.
Seneca Support TechnologiesHelp Desk Specialist
Feb. 1999 - Apr. 2002Vienna, VAProvided support via telephone and the internet on a wide variety of computer related problems and questions. Guided callers
step by step through resolution activity in most cases. Level 3 expert support for all COTS software packages, including, among others,
Windows 95/98/NT/2000, Office97, Office2000, Netscape, Lotus Notes, Internet Explorer, WordPerfect, and CorelSuite,
Adobe PageMaker, Filemaker/4D and Adobe PhotoShop. Supported both client server and web-based applications. Isolated networking
and remote access problems and recommended solutions. No problem was too minor to merit my attention, but most problems
involved advanced functions of the specified packages.
NCI Information SystemsSenior Support Specialist
Jan. 1999 - Jun. 1999McLean, VADeveloped a Concept of Operations for a Nationwide Help Desk serving a Federal Agency using Remedy and Tivoli, in an AIX
environment. Performed internet research and technical writing. Worked with McAfee Help Desk and various other help desk
solutions. Built, documented and administered a multi-user test environment for Configuration Management using NT Server 4.0,
Windows 98/Windows 95, peer-to peer networking and PVCS Version Manager 6.0. Supported both client server and web-based applications.
Federal Home Loan Mortgage Corporation (Freddie Mac)Desktop Support Specialist
May. 1998 - Nov. 1998McLean, VADesktop Support Specialist for large scale Win95/Novell 4.x organization. Hardware/Software support and Novell LAN
administration. Microsoft Office 95/97, Netscape 3.x, 4.x, Visio, Visual Basic, Exceed, DynaComm, Microsoft Project, and several
proprietary DOS, and Windows-based applications. Vantive Help Desk System. Migrated MSMail to Lotus Notes 4.6. Services
delivered primarily at user desk. Supported both client server and web-based applications. Compaq 486 and Pentium-based
CPUs, HP and IBM printers. Assorted peripherals. NWAdmin user account and print queue administration.
Bell AtlanticTeam Lead and Systems Engineer
Sep. 1996 - Apr. 1998Silver Spring, MDProblem resolution and production change management, Network, Workstation and Server Administration, Operations and Support,
predominantly in the UNIX environment, using Solaris, SunOS, HP-UX, NetWare 3.x, NetWare 4.x, and Windows NT 3.51 and 4.0
operating systems. HP ITO and CA Unicenter TNG and Microsoft SMS proactive management tools. Supported thousands of devices
and users running Tektronix and HP X-Terminals and SunSparc workstations located throughout MD, VA, WV, PA, DE, DC and NJ achieving
ultra-high availability.
Administered Remedy help desk software using ARS and Sybase in a Sun Solaris environment, including custom reports and queries.
Supported programs included client server and web-based applications. Extensive use of Netscape browser on corporate intranet.
Migrated from CCMail 6 to Lotus Notes 4.6. Managed and supervised nightshift operations and procedures as well as training/orientation of new team members.
Computer Sciences CorporationSystems Support Center Staff
Jan. 1996 - Sep. 1996Owings Mills, MDProvided nationwide initial call support and solutions for CSC’s client, Alexander & Alexander, Inc. Configurations supported
includes DOS, Windows for Workgroups, Windows ’95, Novell 3 .x, including local and remote server administration, Word, Excel,
Powerpoint, MSMail, Access, Lotus, Harvard Graphics, WordPerfect. Also encompassed several proprietary applications in Mainframe
and Oracle/UNIX environments. Expert Advisor Help Desk Software.
Madison Research CorporationService Center Analyst
Oct. 1994 - Jan. 1996Huntsville, ALManaged transition from PRC to Boeing as prime contractor. Provided telephone and walk-in support to NASA Employees nationwide,
and field support to employees and subcontractors of Boeing Information Services onsite at NASA HQ. Products supported include
DOS, Windows, MacOS, MSOffice, WPOffice, Novell 3.x including local and remote server administration, Mosaic, Netscape,
Chameleon, ccMail, MSMail, QuickMail. Used proprietary Help Desk software under Oracle/Ingres/VAX in addition to Remedy ARS.
Schmucker & Company, Inc./Prudential Preferred PropertiesTechnical Support and MIS Administration
Jan. 1993 - Mar. 1994Washington, DC/Bethesda, MDFull-charge technical support and MIS administration across more than 30 sites running over 100 standalone PCs for over 1000 users.
Installs, upgrades, configuration, troubleshooting (remote and local), highest/best use analysis, database programming,
maintenance and management; system security, disaster recovery, individual and small group training, vendor relations and management,
hardware and software evaluation and testing, standards and policies development and implementation. DOS and Windows applications.
Bradley M. Pagliaro, Information Services ConsultantConsultant
Mar. 1988Gaithersburg, MDproviding needs analysis, product selection, system installation, configuration, support, and training for a variety of clients.
Hardware/Software problem determination and resolution. Supported both client server and web-based applications Develop
database, document, spreadsheet, and presentation solutions. Manage server, internet, email, and workstation security.
Virus, Spyware and malware defense. Individual and small group training. Network design and administration. Software migration
(Operating Systems, OA suites, Help Desk and messaging applications.) For example, migrations from DOS or Windows 3.x to Windows
98, Access, Filemaker and 4D databases, migration from proprietary help desk systems to Remedy ARS, migration from legacy
messaging system to Lotus Notes. Upgrade hardware components, including hard drives, floppy drives, cartridge drives, tape drives,
CD-ROM, modems and voice mail, scanners, memory, sound and video cards, controller boards, and pointing devices.
Vermont AcademySpanish and French Teacher
Sep. 1987 - Dec. 1987Saxtons River, VTTaught Spanish and French at a residential, private secondary school. Assisted with extra-curricular offerings in music and athletics.
Served as a residential advisor, special advisor to international students, and a member of various faculty committees.
Equity Publishing CorporationProofreader, Translator and Editorial Assistant
Sep. 1986 - Jul. 1987Orford, NHfor bilingual law publisher using both traditional and computerized methods in publication of multi-volume reference sets.
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