Timothy Deering

Provide client support and issue resolution via email and phone.  Provide QA for 3-tier Enterprise Software. Deploy software for test and production uses on Websphere, Weblogic, and Glassfish application servers and MS SQL Server and Oracle Database Servers.  Provide company-wide Database support including all SQL Scripting for MS SQL Server and Oracle RDBMS’.  Provide training materials and customer facing documentation using Adobe Framemaker.  Provide all company-wide IT support for 6 physical servers, SAN, network, VOIP phone system, laptops and workstations.  Provide Active Directory setup for all new users.  Build and maintain approximately 50 test MS Hyper-V Virtual Servers.

Provide client support and issue resolution via email, phone, and web.  Document all incidents in incident tracking system.  Manage incidents to closure.  Interact effectively with customers and internal developers.  Rotate On-Call duty with other staff members.  Deploy software for test and production uses.  Setup Active Directory users in test and production systems.  Assist in testing new software functionality prior to release.  Assist in generating training materials and customer facing documentation.  Mentor for Tier 1 and Tier 2 Support.

Provide support for the IMC Solutions mobile installations.  Provide after-hours, mission critical support to marquis customers.  Resolve and manage complex issues by troubleshooting Police, Fire and EMS connection issues.  Provide network troubleshooting guidance for customers.  Collaborate with Quality Assurance and Engineering departments on recreating and resolving customer issues.  Research and document application anomalies in the bug tracking system.  Write detailed technical documents for customers and internal audiences.  Review documents written by peers for technical accuracy. Timothy Deering (page 2)

Provide 2 nd and 3 rd level support for the Kronos Workforce Central application suite.  Provide after-hours, mission critical support to marquis customers.  Resolve and manage complex issues by troubleshooting enterprise level time and attendance applications and back-end database issues.  Provide custom solutions using VBScript and DOS Batch.  Collaborate with Quality Assurance and Engineering departments on recreating and resolving customer issues.  Research and document application anomalies in the bug tracking system.  Write detailed technical documents for customers and internal audiences.  Review documents written by peers for technical accuracy.

Support network operations activities in a Windows, UNIX and Sun Server environment.  Provide support for personal computer users in the area of initial PC setup, basic hardware and software configuration and training.  Track, monitor and document all user and system problems to ensure timely resolution.  Perform nightly system backups and ensure sufficient security, including rotation cycles for offsite storage.  Ensure availability and reliability of all servers and related software applications.  Perform network traffic analysis and performance tuning of hardware and software.  Troubleshoot and maintain UNIX shell scripts that provided a variety of system services.