Objective

My objective is to use my experience in the development and support of IT infrastructures.  This includes integrated projects, quality assurance and customer relations that enhance a company’s development, productivity and strategies.  In addition, I will use my long-term experience in the service industry to meet and exceed each customer's expectations with services that sells products and retains customer loyalty.

Personal Strengths

  • Established skills in detecting customer service deficiencies and preventive solutions for effective customer support.
  • Knowledge in different software tools and procedures used to manage and communicate customer needs.
  • Experience in different business and social environments using well developed technical and communication skills.
  • Accomplished in implementing customer service and support solutions that entail broad-based operations.

Project Summary

  • Worked in collaboration with programmers to perform software function testing and created an administrative software manual for Caribbean Airmail, a.k.a. CAM (Caribbean Money Transfer Company).
  • Worked in collaboration with programmers to perform Web application testing and created a user manual for CAM’s new Web based money transfer software
  • Acted as a liaison with Smart Solution’s project manager, CAM’s compliance department and external auditors to created documentation for CAM’s governmental IT audit
  • Collaborated with department managers at CAM to create an IT security presentation, given by me, for all employees at CAM headquarters. The presentation focused on workstation security procedures, virus download prevention, detection and protection, and overall security policies.
  • Created a three-year business plan for Peace of Mind Software Systems, focusing on aggressive marketing tactics and expanding on the company’s sales market.
  • Created an administrative / technical support manual for Peace of Mind Software Systems.  The focus for the manual was to enhance in-house documentation, communication, troubleshooting methods, better response time and over-all customer service.
  • Created training material for Peace of Mind Software Systems.  This included documentation, presentations, and case scenario testing.
  • Worked in collaboration with programmers and end users to enhance software versions for Peace of Mind’s premier product, Smart Entry Software Suite.
  • Managed the creation and editing of Peace of Mind Software System’s infomercial.  This included script development, footage, text and sound.  The footage can be seen on www.youtube.com:

View Video

Professional Experience

Independent Contractor
7/2009 to Present
Tech Time USA, LLC
Miami, FL
*Customer references available upon request

Client Technologies Manager
6/2003 to 2/2009
Peace of Mind Software Systems/Smart Solutions and Services
Kendall, FL

Responsible for managing company goals and objectives, including identify issues and trends in technology that may affect company’s growth.  Evaluate risks in computing environment, including system security and exposure to data loss.  Minimize duplication of effort, services and resources.  Provide corrective or preventative maintenance and technical support solutions to field technicians.

  • Oversee special projects, such as Smart Entry Internet and E-Supervisor
  • Develop project documentation, such as project charters
  • Analyze different software data
  • Follow-up on customer complaints
  • Evaluate and resolve software, hardware and customer issues
  • Manage and Coordinate installations
  • Develop training tools and manuals
  • Provide regular reports on customer service satisfaction
  • Implement plans for special projects
  • Oversee quality assurance
  • Develop test cases
  • Handle and prioritize work details
  • Handle technical support requests
  • Improve and update in-house documentation
  • Pursue sale leads

Owner
9/1995 to 5/2003
Mr. Suds
Miami Beach, FL

Manage and operate a high-end cleaning service, which includes continual customer interaction, planning, and discipline.

  • Consult with customers on their needs
  • Develop work plans
  • Budget business and customer expenses
  • Purchase, maintain, and order supplies
  • Schedule appointments
  • Improve and update domestic skills for quality assurance
  • Develop pricing plans

Education

Bachelor of Science – Information Technology
Attended 2001 to 2004
Barry University
Miami Shores, FL

Specialization in Administrating Information Systems – GPA 3.79

  • Hardware and software life cycles
  • Project Management
  • Database Management
  • Telecom & Computer Networks
  • Communicating with Customers