• Manage datacenter migration project • Write SQL queries and scripts to extract and import data • Upgrade Alogent software in live datacenter environment • Train existing datacenter staff on upgrade procedure • Coordinate migration with independent technical staff of 17 datacenter clients

Alogent Corporation | Jan 2017 - Aug 2017

QA Engineer II

descriptions. • Think critically about how consumers will interact with software and transfer thoughts to defects, action items, and open avenues of discussion. • Assist in resolving escalated issues from the Technical Service department. • Collaborate with developers to identify defects, suggest improvements to the product that meet and exceed customer expectations. • Maintain virtual customer test environments of latest item processing releases to insure that issues may be promptly researched. • Take proper snapshots of environments to insure that rollback integrity is maintained. • Quickly respond to item processing support requests. • Accurately estimate project tasks. • Collaborate with other QA team members to overcome obstacles and roadblocks. • Communicate status of all task priorities to supervisor, including time remaining and expected delivery. • Test hardware peripherals with proprietary Bluepoint applications.

Bluepoint Solutions | May 2014 - Jan 2017

QA Engineer II

• Write easy-to-understand test case steps and expected result with a detailed descriptions. • Think critically about how consumers will interact with software and transfer thoughts to defects, action items, and open avenues of discussion. • Assist in resolving escalated issues from the Technical Service department. • Collaborate with developers to identify defects, suggest improvements to the product that meet and exceed customer expectations. • Maintain virtual customer test environments of latest item processing releases to insure that issues may be promptly researched. • Take proper snapshots of environments to insure that rollback integrity is maintained. • Quickly respond to item processing support requests. • Accurately estimate project tasks. • Collaborate with other QA team members to overcome obstacles and roadblocks. • Communicate status of all task priorities to supervisor, including time remaining and expected delivery. • Test hardware peripherals with proprietary Bluepoint applications.

Bluepoint Solutions | Apr 2012 - May 2014

Escalations Analyst

•Develop, manage & maintain partner relationships. •Proactively identify software issues, escalate and actively participate in the problem/resolution process. •Provide troubleshooting assistance to Technical Account Managers and Installation Engineers. •Interface with & troubleshoot existing customer networks, printers and storage devices as needed. •Identify and confirm software bugs and drive escalation and resolution efforts. •Provide training to partners on new and updated software. •Manage test and production data center environments.

Bluepoint Solutions | Mar 2011 - Apr 2012

Technical Account Manager

•Develop, manage & maintain client relationships. •Manage assigned customer accounts. •Proactively identify customer issues, escalate and actively participate in the problem/resolution process. •Interface with & troubleshoot existing customer networks, printers and storage devices. •Identify customer service issues and drive escalation and resolution efforts. •Support server hardware. •Support Windows Server and Client operating systems. •Assist end-users in use of application software. •Assist customer IT staff in use of application software.

MGM Resorts International | May 2009 - Jan 2011

Lead Team Support Center

Built batch files and scripts to automate routine tasks Developed an application to manage system maintenance tasks Develop and implement training for new employees Provide technical expertise to Tier 1 Specialists and Tier 2 Analysts Work as a Tier 1 Specialist or a Tier 2 Analyst on an as-needed basis

MGM Resorts International | Nov 2006 - May 2009

Technical Systems Analyst

Provided 24-7-365 technical support for MGM Mirage casinos and hotels in Nevada, Mississippi, and Michigan Developed and designed procedures and documentation for mission-critical applications Trained co-workers on proper methods for systems maintenance Worked with other departments to successfully deploy changes to the production environment

MGM Resorts International | May 2005 - Nov 2006

Help Desk Coordinator II

Provided 24-7-365 technical support for MGM Mirage casinos and hotels in Nevada, Mississippi, and Michigan Assisted new personnel in conforming to the Standard Operating Procedures of the Help Desk Provided first contact support for Players Club launch at Mandalay Bay, Monte Carlo, and Luxor

UPS Teleservices | May 2000 - Jul 2005

Intermediate Technical Support Specialist

Answered inbound calls from UPS Store owners, employees, and emails from UPS customers. Supported over 30 different applications, including POS, UPS OnLine WorldShip, and UPS.com Qualified Technical Lead substitute, providing troubleshooting assistance to other technicians, answering procedural questions, and determining appropriate department for escalation when needed Developed new hire training materials, in-team quality monitoring training, and floor-wide training on multiple applications

My Education

Take a look at my formal education

Master of Arts - MA, EconomicsAmerican University | 2017

Bachelor of Science Business Administration, EconomicsUniversity of Nevada-Las Vegas | 2010

Bachelor of Science Business Administration, Management Information Systems (MIS)University of Nevada-Las Vegas | 2010

Associates of Applied Science, Computer and Information TechnologyCommunity College of Southern Nevada | 2006

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