Key Words
developed support provided systems system data applications wayne state university taught maintained staff blackboard various online service
 
Alternate Languages
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Similar Resumes

Vera Blake - Resume

8717 Beattie Road, RR1
Straffordville, Ontario N0J 1Y0

Employment

2006-2010

Wayne State University

Detroit, MI

Computing & Information Technology

  • Lead Application Technical Analyst
  • E-mail and Wayne Connect (MeritMail / Zimbra) collaboration suite
    • Lead: Third-tier support for e-mail, calendaring and collaboration tools
    • Collaborated with Merit to develop documented policies and procedures
    • Advised on account expiration and deprovising procedures
    • Identified bugs in Zimbra application
      • Reported details via Zimbra bugzilla
      • Tracked bugs to resolution, providing updated details as research revealed them
    • Assisted in migrations from departmental Microsoft Exchange servers
    • Facilitated account migrations from legacy service (Novell Groupwise) for WDET
    • Facilitated modular migrations from legacy e-mail service (locally hosted; Mirapoint) to Merit hosted service
    • Processed account restorations and manual provisioning interventions
    • Processed research results using various systems: locally hosted mail stores, IronPort appliance, Zimbra Administrator interface, SpamCop and other web-based resources
    • Liaison to Eastern Michigan University (EMU) and Detroit Public Schools (DPS)
  • Spam and Phishing Abatement
    • Lead: Third-tier support
    • Subject Matter Expert: Anti-phishing Committee
    • Investigated sources of spam and phishing attempts, most recently using IronPort appliance administrator tools
    • Reported findings to Security and Communications teams
    • Implemented protection plans
    • Reported validated threats through SenderBase and SpamCop clearinghouses
  • Group Liaison
    • Triaged reports of user complaints and system anomalies
    • Analyzed complaints
    • Provided informative data sufficient for initiating action
    • Communicated alerts, solutions and explanations to C&IT Help Desk, C&IT Enterprise Operations and Service Assurance (EOSA), School/College/Division technical support staff, and users
    • Collaborated to create procedures, instructions and check lists for C&IT Help Desk, EOSA and other support staff
  • MeritMail Users Group (MMUG)
    • Maintained MMUG forum application (MyBB)
    • Moderated forum posts
    • Co-presented to state-wide Merit Conference (Fall 2009)
  • Technical Writing
    • Produced documentation for group's applications and procedures
    • Redacted pre-existing documentation
    • Collaborated with other groups to produce their own documentation
    • Designed job aids for various systems
    • Produced training materials which are used Division-wide
    • Participated in Division Documentation Team
    • Lead: Division-wide "Internal Documentation System" (IDS)
      • System Administrator (MediaWiki)
      • Authored various articles, for group and for others
      • Consulted with coworkers for their groups' articles
      • Advised on Business Continuity and Disaster Recovery needs for the system and uses for this wiki
      • Participated in meetings that initiated this project
  • Systems Monitoring
    • Created reports on Blackboard performance during test periods
    • Employed robot data in helping troubleshoot firewall anomalies
    • Designed custom dashboards and report sets to monitor group's systems
    • Subject Matter Expert: Used Compuware Vantage applications in proactive monitoring of group's systems to facilitate early warning should things go wrong
    • Communications liaison for group
      • Advised debriefing teams of group's progress in restoring their systems
      • Reported overall progress and needs to boss and coworkers
      • Primary communications link between group and C&IT Help Desk, EOSA, QCC, and technical support staff throughout the University
    • Provided ad hoc reports from data analysis during service interruptions
      • Winter 2007: course registration period
      • Winter 2007: Blackboard performance monitoring
      • August 31, 2009: system-wide outage
      • Regularly: Wayne Connect, Pipeline portal, course scheduling, online voting
  • System Testing
    • Tested group applications and in-house programs
      • Broadcast Messaging
      • Schedule of Classes
      • dadmin
      • WiSPA queries for new forwarding rules (Nov 2009)
      • TracSVN / Subversion
    • Described problems in algorithms that facilitated solutions
    • Provided user-experience feedback for user interfaces
    • Tested procedures for group's application
  • Training
    • Trained coworkers in use of group's applications
    • Provided on-going "Educational Tidbits" to C&IT Help Desk and Operations supervisory staffs regarding use and support of group's systems
    • Led C&IT Brown Bag Sessions
      • Online Collaboration 101: centered on IM products
      • Online Collaboration 201: centered on Wayne Connect (Zimbra) Collaboration Suite
      • ColdFusion / Perl / HTML programming (team presentation)
      • MediaWiki (team presentation)
  • WSU Broadcast Messaging Services
    • Designed algorithm for maintenance and minor subsystems
    • Ran testing, monitoring and troubleshooting during program development
    • Maintained code and system documentation
    • Designed algorithm for Security Challenge feature
      • Consulted with Chief of Public Safety on development of this feature
    • Maintained service provider data
  • Research
    • Provided comparative analysis reports for various Division-wide projects and acquisitions
      • Conference and Event Management solutions
      • spam blocking appliances
        • Arranged meetings between manufacturers and University teams
        • Findings assisted in decision-making for acquistion
      • PDF merging tools
        • Findings assisted in decision-making for acquistion
  • Blackboard
    • Maintained project management organization sites, most notably that for implementation of Wayne Connect/Zimbra Collaboration Suite
    • Developed various resource sites, especially those in support of Brown Bag sessions
    • Mentored coworkers in development and maintenance of various coursesites
    • Demonstrated features for use in the Human Resources training project
  • TracSVN/Subverson
    • Assisted with various SVN project implementations
    • Developed procedures and solutions
    • Technologies: TracSVN/Subversion, TortoiseSVN, Guiffy and command-line access
  • Extra
    • Developed mastery of TortoiseSVN, Guiffy, TracSVN/Subversion, VMware interface, Dreamweaver/ColdFusion, SQL queries, Mirapoint e-mail appliances, Zimbra Collaboration Suite, LDAP, e-mail physiology
    • Provided guidance in procurement of voltage-regulating UPSes for use with Division office electronics by employing electrical engineering training
    • Provided input leading to discovery of dying isolation transformer causing power degradation in work area by employing electrical engineering training

2005-2006

Wayne State University

Detroit, MI

Computing & Information Technology - Quality Assurance Analyst

2001-2005

Wayne State University

Detroit, MI

Computing & Information Technology - Blackboard System Engineer

2000-2001

Wayne State University

Detroit, MI

Computing & Information Technology - Help Desk Supervisor

2000-2003

Wayne State University

Detroit, MI

UGE1000 - Part-time Faculty

1998-2000

Wayne State University

Detroit, MI

College of Pharmacy & Allied Health Professions - Informatics Support

1997-1998

Wayne State University

Detroit, MI

University Development - Applications Specialist

1996-1997

Wayne State University

Detroit, MI

College of Engineering - PC Support Specialist

1994

Detroit Area Pre-College Engineering Program

Detroit, MI

Computer Concepts - Instructor

1993-1995

Wayne State University

Detroit, MI

College of Engineering - General Information Technology Support

  • Student Assistant

Education

1999

Wayne State University

Detroit, MI

Bachelor of Science in Electrical Engineering

  • Continued Spanish language studies (begun in junior high school and practiced among many Latino acquaintances)
  • Tau Beta Pi (National Engineering Honor Society - Michigan Epsilon)