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John
jm08ppk@gmail.com
954-237-9373
94 Vista Luna Drive
Davie, FL 33325
IT Professional and Project Manager
13 years experience W2
0
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Average rating
21
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Summary

Experienced and goal-oriented professional with more than 15 years of combined experience in supporting technical and software systems within the broadcast television, satellite, and internet technology industry. Quick learner enjoys challenges and works well independently as well as collaboratively in a team setting. Hardworking and highly motivated with a strong work ethic. Bilingual in Spanish and the ability to communicate effectively with all levels of decision-makers.

CORE STRENGTHS

  • Customer Service
  • Telecom Support
  • Call Center Management
  • Editing/Proofreading
  • Change Management
  • User Acceptance Testing
  • User Training and Support
  • QA Analysis
  • Manual Testing
  • Presentation Delivery
  • Computer Literate
  • Project Coordination
  • Project Management
  • Incident Management
  • Effective Communication
  • Client Relations

HIGHLIGHTS OF ACCOMPLISHMENTS

  • Worked long and irregular hours to meet clients' expectations by communicating tasks and accomplishment daily with an international staff of content writers, web designers, search engine optimization vendors, and web developers.
  • Heavy day-to-day production support with some application and database query development. Team with other production professionals and managing internal databases and tables.
  • Contributed to providing standard operating procedures within the department for the training of new hires for the company
  • Developed a training presentation to client's staff members on the use of WordPress CRM and Drupal CRM basics.
  • Solved problems not related to the job by increasing the client's site visibility. Includes: Creating community pages on Facebook and Google +. Authored blog articles. Implementation of social media and business listing accounts.
  • Attracted new leads for the client's real estate site by placing the company's past blog articles in real estate industry news sites and social media image sites.
  • Evaluated new lead generation plugins for clients' e-commerce sites to drive more visitors and sales to the site which resulted in promoting on-site promotions and improving conversion rates.
  • Managed a staff of 4-6 international employees in various off-shore call centers focusing on operational soundness.
  • Created Issue-In-Depth Analysis and Issue by Category spreadsheet for high-level executives for the purpose of building a quality control process to serve clients better, reduced the work for staff, diminish client complaints and corrected margin erosion.

TECHNICAL SKILLS

Operating Systems MS Windows products up through Windows 10, PL/SQL, Ubuntu Linux

Applications Word, Excel, Access, PowerPoint, Outlook, MS Foxpro 9, Google products

Servers HP, Dell, IBM, MS SQL Server 2005

Virtualization Software Oracle VM VirtualBox 3.0, 4.0, VMWare 2.0

Software Intelligence Platform Dynatrace

IT Services Management Platform ServiceNow, PagerDuty

Workforce Management Software Kronos

Web Languages: HTML, HTML5

CMS / Website Platform WordPress, Drupal, Sharepoint, BigCommerce

CRM / Project Management Software Insightly, Jira, Confluence, Asana, Wrike

Teleconference Software GoToMeeting, Skype, RingCentral, Google Hangouts, and Zoom

Analytics Google Analytics, Clicky

Social Media Accounts Twitter, Facebook, Google +, Pinterest, Instagram, About.Me

Broadcast Systems Avid NewsCutter, NDS StreamServer, Pilat Media IBMS

Certifications Microsoft Certified Professional (MCP), Lean Six Sigma Yellow Belt

Experience
Major Incident Manager
Information Technology
Jan 2019 - Feb 2020
Doral, FL

A partner with Carnival Corporation (CCL) for experience business solutions regarding the OCEAN™ Medallion project Duties include the following:

  • Managing P0-P2 Incidents for Medallion class Carnival ships
  • Dynatrace alert reporting SME
  • ServiceNow problem management and CAB review
  • PR review and implementation
  • Cisco Meraki network management/troubleshooting on Carnival ships
  • Firewall configuration and port assignment
  • Orchestrating API structure to make http requests through specified firewall ports
  • OpenAM security user and system roles/permissions
  • IAM troubleshooting
  • AWS cloud administration and configuration
  • EC2 instance troubleshooting
  • S3 volume configurations
  • Load Balance configuration/troubleshooting
  • Linux Server administration
  • Health checks and redeployment of services
  • Resource consumption review
  • Dockerd troubleshooting
  • Verifying failed PIDs and restarting dockerd
  • Performing RCA on why the container failed and working with Dev to correct application issues
  • Scaling docker container for various application needs
  • Troubleshooting API failure through Stacktrace
  • Java/Jetty failures and configuration tweaks
  • 502 errors caused by gateway timeouts
  • 401 errors due to OpenAm token assignment failure
  • Container level memory errors
  • Couchbase database troubleshooting
  • Memory watermark adjustments
  • Review memory ejection behavior for performance optimization
  • Oracle database troubleshooting
  • Connection timeouts
  • SQL query performance
  • Windows Server 2016 administration
  • System log review and policy changes
  • DNS configuration
  • Satellite MEO & failover GEO troubleshooting
  • Visionline door access administration
  • Java error and exception investigation
  • Development Operations deployments
  • Verifying CR prerequisites, approving changes, and deploying changes through CTasks
  • Server node active monitoring, including redistributing services to manage resources
  • Confluence knowledge base creation
  • Mentoring the team on troubleshooting best practices
  • Restructuring support and development using ITIL best practice
  • Integrating PagerDuty with ServiceNow through custom webhooks
MS Visio Problem Management Project Management
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Database Production Analyst
Information Technology
Jan 2015 - Dec 2019
Coral Springs, FL

Heavy day-to-day production support with some application and database query development. Team with other production professionals and managing internal databases and tables.

Responsibilities:
Hands-on work in our optical scanning section, scheduling and tracking jobs, ensuring production tasking is met on a daily basis. Run quality control processes on a regular basis to make sure the production is running error free. Update Data collection setup files as needed to continue production as scheduled. Participate in development and implementation of quality control procedures for all internal systems. Developing or making needed revisions to internal applications
Team with other Nielsen personnel in Coral Springs, FL;Dallas, TX; and New York, NY on new development projects and assisting on existing projects as necessary. Create internal documentation for new processes and maintain documentation on existing processes. Work with testing personnel to conduct system tests as needed, keeping records of all tests performed including dates, description of test(s), and sample data sets used in testing.

Secondary Responsibilities:
Team with other data production professionals to manage our data production system of database tables, programs, and queries.Participate in new software and hardware planning/implementation.
Other duties as assigned by manager.

Production Support
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Project Manager
Information Technology
Jan 2014 - Dec 2015
Delray Beach, FL

Client: WEB SEO AND DESIG

A Digital Marketing Company.

Responsible for project managing the Search Engine Optimization(SEO), Web Design, Social Media and site maintenance efforts for diverse clients. Includes:

Lead cross functional teams on small to mid-size projects

Develop project schedules, keep projects on-track, facilitates hand-offs from one functional area to another, identifies dependencies and risks

Analyze project information, assesses complex issues and recommends solutions, manages the design and production process and manages organizational tasks

Supports projects by creating appropriate internal documentation and effectively communicate goals, issues, and timelines to team

Leads review sessions with Production team, Creative team, Account teams, Clients and Suppliers

Leads preliminary Quality Control and assists in new process development and documentation

Assists in training and development of new team members and cross-functional team members

Managed organizational tasks for small to mid-size projects, including production, project revision and launch processes

Maintains master list of multiple simultaneous projects in CRM System

Initiates and leads internal and external meetings; takes and distributes meeting notes

Research keywords and targets pages based on relevance, demographic and competitive viability

SEO blogging and social media optimization

Wordpress, Drupal and CRM Proficiency

Project Management CRM MS Visio
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Operations Representative
Information Technology
Jan 2013 - Dec 2014
Miami, FL

Responsible for overseeing the day to day operations of the various off-shore call centers, in addition to authorizing agent's time off the phones and report all systemic outages to executive management. The operations representative is also responsible for generating various daily reports which communicate the health of the business to executive management.

In addition:
Act as the main point of contact for call centers reporting outages and incidents. Report any system malfunctions (both real-time and adhoc) to Executive Management, IT and Business Owners. Report outages to Executive Management, IT and Business Owners immediately via email and telephone. Log and record any and all system malfunctions to identify patterns or trends that may threaten the business. Send out daily notice of these issues to key Business Owners. Adjust agent skills in real-time to ensure service level are being met as well as approval and denial of taking agents off the phones in order to make sure customer needs are being met.

No skills were added
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Independent Contractor
Information Technology
Jan 2012 - Dec 2013
Fort Lauderdale, FL

Independent Contractor for a Telehealth/Managed Care Organization that provides enterprise programs and related services to individuals receiving benefits under Medicaid and Medicare.
Fort Lauderdale, Florida office is a clinically licensed facility.

Responsibilities include: Receive and respond to Managed Care Provider members and customer inquiries via telephone and written correspondence in a timely and professional manner located in Washington State, Missouri and Florida. Conducting Welcome calls and health risk screenings via an Avaya phone system from medicaid recipients. Assist members with plan benefits. Identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures. Documentation of health-related issues from medicaid into a specially designed CRM system using Microsoft CRM, Sharepoint and TruCare. In addition, desktop support to over 20 end-users. Successfully troubleshooted desktop environments that are running the Microsoft Windows operating system.

No skills were added
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QA Analyst /Support Team Analyst
Information Technology
Jan 2008 - Dec 2012
Coconut Creek, FL
  • QA Analyst (2010-2012)
  • Support Team Analyst (2008-2010)
  • Receiving client requests and issues via proprietary software (CRM) and ensuring they are assigned to the appropriate team promptly often requiring technical trouble shooting. Responsible for receiving, diagnosing and clarifying client requests. Setting expectations and managing issue resolution across departments in accordance with expectations. Adding relevant information to tickets to assist MotionPoint teams in resolving issues. Tracking resolution of tickets to ensure they are resolved in a timely manner. Participate in phone or web conference calls with Fortune 500 clients and make usability recommendations about ways to improve the user experience.Goal of our QA process is to make sure we are delivering a high quality translated site, bug free and with complete functionality as the original site. Meet with teams to determine project-specific QA needs. Develop and implement test cases for functional testing. Identify, analyze, and document defects, errors, and inconsistencies. Perform functional, regression, and user acceptance testing of Web-based applications. Review functionality of different interactive processes such as Flight/Ticket reservations, Car Rental reservations, Hotel Reservations, Shopping cart and payment platforms. Log and track defects discovered during testing using a defect tracking application.
Quality Assurance Functional Testing Regression Testing Test Case Preparation
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Edit Skills
Non-cloudteam Skill
Education
Associate's in Arts and Sciences, Industrial Technology Management
Broward College
Associate's in Arts, Music, and Television Business
Career Institutes of America
Certifications
Certification, Six Sigma Yellow Belt
Broward College / Urban League of Broward County, Florida
Certification, Project Management Fundamentals
Ed2Go, Online
Skills
Functional Testing
2012
4
Production Support
2019
4
Quality Assurance
2012
4
Regression Testing
2012
4
Test Case Preparation
2012
4
MS Visio
2020
3
Project Management
2020
3
CRM
2015
1
Problem Management
2020
1
Change Management
0
1
Incident Management
0
1
JIRA
0
1
Microsoft Excel
0
1
MS SharePoint
0
1
Workforce Management
0
1