SHEILA ROGERS
Las Vegas, NV 89108
srrogers_mbx1@outlook.com (702) 441-0948
PROFESSIONAL EXPERIENCE
03/13 – Present
Technical Support Representive, (contract employee)
Implementation and application specialist. Responsible for the installation and business integration of proprietary software.
Other tasks include software testing, technical writing, telephone, email and web-based support. Clients include a major
emergency roadside assistance company, a pharmacy chain and a home security company.
04/05 – 12/12
Software Support Specialist, Xerox Business Services
Responsibilities included Tier II production support of a complex, mission critical, enterprise application. Daily tasks included
analyzing/debugging batch job failures, developing and/or executing ad-hoc SQL queries and shell scripts. Additional duties
included the replication and/or remote analysis of reported front-end software errors for resolution or escalation. Provided
periodic software deployment support. Performed telephone notifications/escalations to Field Service Technicians for hardware
outages. Analyzed system logs to investigate throughput, network connectivity or server capacity issues. Prepared
documentation of system failures and resolutions for work group knowledge base. Utilized Jira and Service Center troubletracking software. Participated in on-call rotation.
03/04 – 03/05
Data Analyst, Kaiser Permanente
Data Analyst responsibilities included the support and training of business analysts and other users of the Claims Database
Reporting tool. Set-up and maintenance of MS Access database with ODBC links to Oracle and SQL Server databases.
Additional tasks included documenting business requirements for reporting and analysis, the development of report solutions
through the creation of SQL queries, macros and Visual Basic applications. Participated in the definition of support processes,
procedures and documentation of best practices.
10/03 – 03/04
Technical Support Representative, MRIS
Technical support responsibilities included supporting five proprietary applications. Two of the five existing applications were
PC-based systems being phased out and replaced by a web-based solution. Support for the web-based applications entailed
assisting end users with application navigation, answering functionality questions and, troubleshooting Adobe PDF, printer and
browser issues. Performed beta testing on web-based applications by executing manual test cases.
PROFESSIONAL DEVELOPMENT AND EDUCATION
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Microsoft Office Suite 2003/2007/2010 (Excel, Word, PowerPoint, Access)
Web Development (HTML, ASP, VBScript, JavaScript, CSS, Visual SourceSafe, Visual Studio, Robohelp, XML)
Windows 9X/NT/XP/7, Windows Server 2003/2008, Microsoft IIS 6/7, HP Unix, Linux Redhat, HP Openview
Windows RDP, Symantec PC Anywhere, Teamviewer
Remedy, Peregrine Service Center, Jira, Sharepoint, Salesforce CRM
SQL, PL/SQL, T-SQL, C, Bash Shell Script, VBA, Oracle 8i/11g, MySQL, SQL Server 7.0/2008/2012
TCP/IP, SNA, HTTP, FTP Protocols
B.Sc., Information Systems, Strayer University, Arlington, VA 1993-1996