Sopha W. Dowling

10215 Ellenwood Ave. Sacramento, CA 95827 – Phone: 916 - 706 - 2675

Objective

Highly accomplished and motivated professional with proven track record of
rapport-building, resourceful problem-solving and excellent communication skills.
I’m currently seeing a position as a Front End Web Designer/Developer.

Professional Experience

VSP, Rancho Cordova, California                                                 
     2002 – 2010

Nationwide Technical Support for all VSP Employees

Web Designer/Help Desk Coordinator II/ Team Lead

Solutions-oriented Help Desk Coordinator with notable success directing a broad
range of corporate IT projects while participating in project management and
implementation of HEAT Self Service and Apropos 6.5 Upgrade in direct support of
business objectives. Determine the most effective manner to solve technical
issues, exhibit a logical and methodical approach to problem solving and
diagnostic ability. Under general supervision provides technical support on
complex standard and non-standard software and/or hardware. Investigate, diagnose
and implement solutions for complex standard and non- standard hardware and
software situations. Provides on the spot training. Provides customer service to
VSP staff in support of maintaining productivity in the operations of computer
technology. 

    * Designed, built and deployed internal webpage’s for the helpdesk and
internal intranet.
    *Assisted with Standards and Guidelines for intranet webpage’s. 
    * Track record of increasing responsibility in a full lifecycle project
management of HEAT Self Service. Demonstrated capacity to implement innovative
Self Service Programs that drive awareness, decrease down time, and strengthen
organizations. Hands-on experience leading all stages of system development
efforts, including requirements definition, design, architecture, testing, and
support. Outstanding leadership abilities; able to coordinate and direct all
phases of project-based efforts while managing, motivating, and leading project
teams. Adept at developing effective procedures, project documentation and
milestones, and technical/business specifications. Acquire hardware and software
for the VSP Enterprise
    * Resolve complex technical issues quickly and effectively.
    * Leverages technical experience to isolate problems and determine solutions
for incidents and problems not found in guides or in on line documentation.
    * Conduct analysis and evaluation of complex problems that have impact to
departments or units.
    * Stay informed and updated of technology changes and improvements.
    * VSP Project Management skills and methodology knowledge.
    * Effectively communicate information to a wide variety of technical and
non-tech employees.

 

 

iMotors, Elk Grove California              2001 – 2002

Nationwide Technical Support for all iMotors Sales/On Site

Background includes two years of experience in installation, testing, upgrading,
troubleshooting, support and maintenance of LANs/WANs.

Key Contributions:

    * Provided system administration and helpdesk support to include software
and hardware, installations, maintenance, upgrades, troubleshooting, user account
administration, and support under stringent deadlines in a fast-paced, 24X7
environment.
    * Built laptops and deployed to our Sales reps all over the US.
    * Developed highly effective procedures on how to process ticket requests. 

 

Pandesic, Folsom California              2001 – 2001

Worldwide Technical Support for Website Servers

 

Key Contributions:

    * Daily administration for various corporate websites such as SF Giants,
Artist Direct and 1-800 Flowers to name a few.
    * Troubleshooting  VPN, PPTP and portal issues. 

 

MCI Systemhouse, NAPA California              1998 – 2000

Nationwide Technical Support for Triple A PC’s and Agents

 

Key Contributions:

    * Supported all of Triple A software and hardware issues.
    * Used my troubleshooting skills on various different OS’s. 

 

 

Broderbund, Folsom California              1996 – 1998

Nationwide Technical Support for Broderbund Applications

 

Key Contributions:

    * Supported all of Broderbund’s software titles from productivity, games and
educational software. Titles like Myst, Print Shop and Carmen San Diego.
    * Used my troubleshooting skills on various different OS’s. 

 

 


Core Competencies: Windows Administration, Excellent Customer Service Skills,
Knowledge of VSP Technology and Systems Architecture, Telecom Environment, HTML,
XHTML, CSS, Dreamweaver 8 & CS4. Hardware and Software support, purchasing and
excellent communication skills, I can effectively communicate information to a
wide variety of technical and non-technical individuals or groups.


Platforms: All Level of Windows intimately.

 

Programming: XHTML, HTML 4.0, CSS, C++, Visual Basic, Object Oriented
Programming

 

Networking: TCP/IP, Novell, IPX/SPX, SNA, SMS/SQL, Ethernet, Token Ring, FDDI,
VPN.

 

Tools: Windows Administration, LAN Troubleshooting & Resolution, Helpdesk
Support, HEAT, Norton Ghost, McAfee/Norton Virus Protection Utilities, SMS, Ultra
VNC, Active Directory /ADUC, Microsoft Office System (including Microsoft Word,
Microsoft Excel, Microsoft PowerPoint, Microsoft Access and Microsoft Outlook),
Microsoft Project, and Microsoft FrontPage, Visio.

 

Project Management: Knowledgeable in VSP’s PM Methodology. I have worked on
several projects in TAC since 2001. I am currently a PM Lite. I’ve worked on the
following PM Lite Projects this year: Apropos 6.5 Upgrade, May DR Mini Exercise.
I was a PM on the HEAT Self Service Project. I was invited to take the VSP
Methodology course in 2005 taught by Janet Vorwerck, which I completed.

 

Education and Credentials

Certified Computer Support Specialist

Empire Business College – Santa Rosa, CA

Santa Rosa J. C.

 

Professional Training and Certifications

Help Desk 2000 Certified

CSS – Computer Support Specialist