Help Desk Analyst or Support Analyst or Application Analyst or A

JUAN CARLOS PEREZ ZAMBRANA 12881 S. WIDMER ST., OLATHE, KS 66062 (913) 209 - 5435 * [email protected] PROFILE Highly motivated IT professional with proven experience in complex project manag ement capacities. Interact positively with diverse range of end users and group s. Provide hands-on support as needed. Reliable team player with effective tro ubleshooting and debugging experience. Strong work ethic coupled with flexibili ty to adapt to all technical and businesses environments. TECHNICAL SKILLS * Hardware IBM, Dell, PC Desktops, Notebooks, Printers and Peripherals, Routers/Switches (J uniper)), Network Cabling, PDAs, Point of Sale Systems, Traffic Counters, Bar Co de Scanners, Pin Pads, UPS * Platforms Ms DOS, Microsoft Windows 95/98/2000/2003/XP/NT/Vista, Unix, Linux, Novell Netwa re * Networking Active Directory, TCP/IP, DHCP, DNS * Software Microsoft Office (including Visio), Ms Front Page, Ms Outlook, PC Anywhere, Ms P roject, Ms Exchange, Norton Ghost and other Symantec applications. * Databases SQL Server, Fox Pro, Informix, Sybase, Lotus Notes, Ms Access * Tools Peregrine Service Center, ACT! (CRM) * Methodologies SDLC (Systems Development Life Cycle), ITIL(Information Technology Infrastructur e Library), BPI (Business Process Improvement), RCA (Root Cause Analysis), SWOT (Strengths, Weaknesses, Opportunities, and Threats) Analysis * Programming Visual Basic, VB Scripting, ASP, HTML PROFESSIONAL EXPERIENCE PC/IT CONSULTANT, Self Employed, Kansas, USA 07/2010 - 02/2011 PC CONSULTANT, Self Employed, La Paz, Bolivia 01/1996 - 06/2010 PC Field Maintenance Tech/Computer Support/Trainer & Consulting * Applied advanced technical expertise to resolve standard to complex software/h ardware issues. Identified customer issues and offered solutions. * Assembled, installed, configured, administered, updated, and troubleshoot PC/l aptop hardware, peripherals and network devices (TCP/IP); DOS, Microsoft Windows Operating Systems (NT/95/98/2000/2003/Vista), Microsoft Office, Microsoft Proje ct, Antivirus/Firewall software and other applications. * Performed network cable layout and installation. * Provided specialized one-on-one training for specific applications, with stron g knowledge in Microsoft products. * Planned and implemented processes to improve the effectiveness of small and ho me-office business. PAYLESS SHOESOURCE, Topeka, Kansas 07/2008 - 12/2009 International Technical Support

* Served as an effective Leader of 6 people-Team during the International Point of Sale Upgrade and New Installation in nine countries (253 network installation , 253 PC desktops, 522 point of sale systems, and, 248 traffic counters). Recog nized with a Pinnacle Award by the CEO & president of the Company, by the VP of IT and by the PMP. * Analyzed inventory level of PC/Point of Sale Systems/Network devices to determ ine reorder levels which ensured hardware availability in 9 countries, minimizin g inventory costs in 15%. * Coordinated with IT Vendors to install/fix: PC and peripherals, point of sale systems, network devices and traffic counters in nine countries. * Responsible for processing 215 equipment orders from internal customers. * Interacted with business teams to deploy overseas $ 500,000 in hardware, compl eted successfully and as scheduled. * Administered and audited invoices of $137,000 from IT Vendors. * Generated 7-monthly reports for the management and ad-hoc reports. * Participated in testing releases prior to installing in production, installati on of maintenance/patches and software upgrades. * Updated knowledge base of the ticketing system and logged tickets in the syste m. * Assisted with customer inquiries as necessary and resolve escalated customer a nd vendor issues. PAYLESS SHOESOURCE, Topeka, Kansas 12/2006 - 12/2007 Technical Support * Resolved issues via phone, IM and e-mail in a timely manner related to softwar e, hardware and network devices, utilizing superior customer service skills. * Reviewed 1425 logged tickets to ensure integrity and accuracy of data recorde d. * Performed data migrations and restorations: 72 PC desktops and 60 point of sal e systems. * Retrieved information from 78 point of sale systems using SQL sentences. Awar ded by the Technical Support Supervisor for leading in the resolution. * Contributed to centralize problem identification and resolution database. SWISS AGENGY FOR DEVELOPMENT AND COOPERATION, La Paz, Bolivia 03/2000 - 08/2000 IT/Business Consultant * Compiled and analyzed financial and operational information from 23 Non-Govern mental Organizations of 195 construction projects (airports, bridges, channels, dams, railroads, and roads). * Co-authored the document "Opportunity Pillar" in conjunction of the Ministry o f Economic Development, as new products and business opportunities for the Boliv ian Government. MINISTRY OF ECONOMIC DEVELOPMENT, La Paz, Bolivia 09/1999 - 11/1999 IT/Business Consultant * Elaborated the "Y2K Contingency Plan", according to the Bolivian Government Pr otocol for the "Millennium Bug". Presented recommendations to the Governmental C ommittee. Performed Y2K system upgrades. * Analyzed and assessed problems, recommended hardware, software, and office int egration; proposed systems integration in the government sector, using LAN/WAN n etworking and out-of-office connectivity as appropriate. * Wrote various documents and charts for public presentations by the Minister. * Administered the Ms Windows NT Network of 98 users. * Provided hardware and software technical support. PLASTICS MANUFACTURER, La Paz, Bolivia 04/1998 - 09/1999

Programmer/Systems Administrator/Business Analyst * Analyzed all company-designed software programs and hardware for Y2K complianc e. * Performed network management and administration functions using Windows NT and Novell Netware. Setup and managed user accounts, handled security issues, confi gured print queues, network printers and remote access service. Maintained regi stry profiles for local and roaming users and provided disk administration suppo rt, scheduled back ups. * Designed, wrote, tested, and installed Visual Basic Scripts to include in the Intranet Website. * Maintained and enhanced current programs using COBOL, Fox Pro and Visual Basic to accommodate new requirements. * Planed and managed the successful migration from Fox Pro to SQL Server with no loss in productivity. Created SQL stored procedures to accommodate technical r equirements and migration of old database tables via customs scripts to new SQL server. * Generated end-user documentation and online help systems for the new software. * Worked along various business areas to write the "Quality Assurance" Manual, a ccording to the ISO 9001:2000 standards. * Participated on Improvement Committee, analyzing data to expedite workflow, si mplify processes, and reduce operating costs, using BPI methodology. * Created batch files to automate of monthly pipeline reports for senior managem ent review. SOLIDARIO BANK, La Paz, Bolivia 02/1997 - 05/1997 Programmer Analyst * Coded the Invoice/Billing Subsystem for the Main System using Visual Basic pr ogramming and RPCs to Sybase. SPECIALIZED COMPUTING CENTER, La Paz, Bolivia 02/1990 - 12/1991 Computer Instructor * Taught 6 theoretical and 11 practical subjects within the Systems Programming and Analysis Majors. EDUCATION * MISM, Systems, Planning and Informatics (Honors Graduate) - Ibereoamerican Un iversity of Torreon, Coahuila, Mexico, 2002. Study scholarship awarded by the O rganization of American States (OAS). Earned 100% of study expenses. Emphasis on Business Process Improvements (BPI). Invited by the Mexican Association of Teamwork (AMET) to be juror of the Regiona l Contest "Teams of Continuous Improvement", Coahuila, Mexico, 2001 and 2002. * BEng, Systems Engineering, Military University of Engineering, La Paz, Bolivi a, 1995. * Systems Analyst Superior Level Technician, Specialized Computing, La Paz, Boli via, 1990. * Systems Programmer, Specialized Computing, La Paz, Bolivia, 1989. Additional Coursework: Ms Windows NT Server 4.0 Administering, Supporting and Internetworking (MCSE) * Ms SQL Server 7.0 Administering (MCDBA) * Visual Basic Programming * Data Base D esign * SQL and Store Procedures Programming * Sybase Database Administering * AT&T UNIX Administering * Networking * Logical Framework for Project Design (SW OT Analysis) * Project Management * Train the Trainer * Factor 20.20 (Quality Ma nagement Planning) * Basic Accounting

Certifications in Progress: ITIL (04/2011) Additional Skills: Bilingual (English/Spanish)