Mary Bradford-Pierce
MabPierce@hotmail.com

Cell Phone 215-906-3463

Experience Description:

I have proven strengths in leadership, communication, developing, planning and executing comprehensive support strategies and SOPs. I am a results-driven training and support specialist with a proven record of achievements in both desktop and enterprise application support. In addition to software support I am also highly skilled supporting hardware, and providing training. I have developed outstanding project management, technical, networking, training, programming and help desk skills. I have a broad background in computer software, multimedia, staff and project management, with specific skills in implementing & deploying new technologies.

Over the years I have developed an acute ability to learn new software, hardware, and debugging tools rapidly. I am able to adapt my training and support expertise to a particular field of study, custom application, piece of hardware, or industry process. My dedication to excellence, professionalism and quality systems will foster an environment for remarkable growth.

Objective

Seeking a position where I can continue to help companies grow through outstanding customer support.

Strengths:

• Extensive experience providing technical support for both desktop and enterprise applications.

• Able to provide issue resolution through various methods such as analyzing log files, debugging code, and recreating support requests in a production-like environment.

• Extensive exposure to many DBMS especially SQL Server, and Oracle by writing/running SQL queries to troubleshoot application problems.

• Highly effective verbal, writing and presentation skills especially in the area of interaction with engineering teams to gather content for manuals, machine setup procedures and other instructional/technical documentation including self help tools such as knowledge base documents and FAQ’s.

• Experienced at tracking support issues using Computer Associates Unicenter TNG and Remedy Action Request System, both are third party incident and ticket based tracking software.

• Extensive exposure to and experience with WinNT 4.0, Win95, Win98 and Win2000 operation systems.

• Have been involved in the development, testing, training and support stages of new software.

• Ability to think strategically, to develop and implement new systems or procedures.

• Entry level programming skills in C++, Java, Visual Basic, and HTML.

• Able to to write simple applications within ASP/IIS, ColdFusion, WebLogic,

• WebSphere and other WAS to troubleshoot technical support issues with enterprise applications.

• Able to write simple VB, VB Script, C++, and Java applications to troubleshoot technical support issues.

• Able to write simple XML and XSLT style sheets for troubleshooting purposes.

• Experienced using MS SQL Server including creating databases, managing tables, writing SQL queries and stored procedures.

• Able to write SQL queries to test database access against all major DBMS.

• Familiar with OLAP (online analytical processing) and multidimensional databases.

• Some experience debugging code in Visual Studio, Development Studio and other development environments for the major Web Application Servers.

• Experience using and supporting Parallel Crystal with Seagate Crystal Reports.

• Able to deliver highly specialized end-user training courses with a specified focus, as well as advanced techniques using hands on labs when and where applicable.

• Highly skilled in the installation and support of desktop productivity applications, including preferences, customization, file format translation, how to print, and manage documents.

• Extremely proficient at supporting IBM/PC compatible and Macintosh personal computer workstations and servers, able to install and upgrade all components including motherboards, memory, hard disk drives, CD Rom drives and various expansion cards.

• Very knowledgeable about Ethernet networking topologies, wiring and the installation and configuration of hubs and switches.

• Remarkable research skills in developing and designing instructional material and courseware for end-user training.

• Highly motivated independent worker, needing minimal supervision while participating in self-directed teams.

• Can provide individual perspective based on professional experience.

• A unique expertise in desktop publishing including premiere graphic arts and multimedia applications, scanning, output and the ability to produce various graphics and illustrations for both print and web based publishing.

• Able to participate in sales meetings; help write proposals, prospecting, and generating new business

• Work well and competently under stress to meet timelines.

• High energy, motivated, and dependable working with a good sense of humor.

• Trustworthy, ethical individual recognized for high degree of integrity.

• Established and implemented SOPs for providing technical support to Dynalivery's customers.

• Developed and produced the support section of Dynalivery's web site including Samples, FAQ’s and documentation:
  http://www.dynalivery.com/customersupport/customersupport.html

• Implemented a system of simple samples illustrating the features of Parallel Crystal and delegated the final writing of these samples to staff of 6 programmers who were able to program in both COM and Java based languages.

• Act as an initial contact point for incoming technical support requests from programmers (customers) delegating tasks to programming support staff where appropriate.

• Acted as a liaison between developers and customers.

• Provided answers to tech support questions and requests for information about Parallel Crystal, Crystal Reports, SQL Server and Saffron Document Server.

• Responsible for writing User Guides, FAQ’s and sample instructions. Please see this web site for examples of my work:
  http://www.dynalivery.com/customersupport/FAQ_Resources.html

• Reproduced system behavior in labs in an effort to isolate, identify and fix problems submitted by customers.

• Wrote some simple Java applications to illustrate solutions to some issues encountered by customers.

• Investigate technical issue submitted by customers by attempting to reproduce system behavior.

• Managed a staff of 6 programmers providing support to project teams for high profile customers.

• Supervisor of a research team within Dynalivery investigating the use of XSLT and XML transformed to XSL-FO then to PDF as the final form. This is being pursued as an alternative to Crystal Reports. The team has been successful thus far in converting Crystal Report templates and processing the FO files through Dynalivery's Saffron Document Server. For more information please see this web page:
  http://www.dynalivery.com/products/parallelcrystal/parallelcrystal3_6.html#xml

• Managed a staff of programmers who are able to write enterprise applications in Visual Basic, VC++, C#, .NET, C++ and Java. These applications are run in the raw Java or COM environments or ported into the premier Web Application Servers such as IIS/ASP, ColdFusion, WebLogc, WebSphere, JRun, JBoss, and SilverStream. In there final form these applications are able to deliver secure high concurrency reporting over the internet.