[pic] Alberta Carl Nyampong 2943 Chinkapin Oak Lane . Woodbridge, Virginia 22191 . 703-618-5317 . an11fce04@westpost.

net [pic] Experienced Information Technologist with experience in planning, developing, and implementing solutions that facilitate corporate growth. Experienced in conducting oral presentations. Self-motivated and resourceful with a demonstrated ability to meet deadlines as a technical team leader and team member. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. Possesses a comprehensive knowledge of computer hardware and software, including installation, configuration, management, troubleshooting, and support. Proven track record of successful implementation of projects and excellent interpersonal relationships with customers. |? |? Manage Databases |Leadership/Motivation/T|Systems/RDBMS |eamwork |? Communication/Customer |? Staff Training and |Relations |Development |? Complex Project/Program |? System Design and |Management |Development |? Time |? Provides Training and|Management/Analytical |Education |Skills |? Business Planning |and Analysis |? Builds/Maintains |Relationships |? Quality Assurance |and Control |? Creative Problem |Solving Skills | | | | | | | | | |

Technical Proficiencies: Microsoft Office Suite . HTML . PL/SQL . JavaScript . Visual Basic . Web Logic . RDBMS . Oracle 11g/Oracle RAC . MS SQL . SQL*PLUS . Linux . UNIX . Windows Server . IIS/Apache . Java . Networking . MS Project . Excel . Access . PROFESSIONAL EXPERIENCE SENIOR SYSTEM ANALYST / BLACKBOARD ANALYST, GENERAL COMPUTER RESOURCES (GCR), 2010 . Identified innovative opportunities for improvement and made effective recommendations to managers . Analyzed performance metrics, managed databases, coordinated LMS support, made high-level system architecture recommendations, and provided level II information technology help-desk support . Provided courseware programming support to the instructional designers in the development of in-house learning assets and integrated instructional materials with LMS/LCMS or Blackboard applications . Troubleshot technical issues for end-users, courseware developers, and LMS administrators . Established and maintained professional and productive relationships with customers and end-users . Developed and implemented effective system reference guides and system and management reporting COMPLEX HOSTING AND PROGRAM MANAGER, Blackboard, Inc, Washington, D.C., 2008-2010 . Served as the main point-of-contact within the Blackboard Managed Hosting Services for a set of clients . Maintained a working knowledge of all plans, activities, and statuses of projects and issues involving the clients hosted environment and modified & ordered hardware in accordance with client requirements . Planned and managed projects involving the client's infrastructure for

scalability, optimal performance, and growth in coordination with clients and all elements within the Blackboard Software Application . Conducted system audits & analysis on the performance of the client's environment to ensure efficiency . Maintained database system and run database queries using PL/SQL and SQL*PLUS . Created custom reports and project plans using MS Project and Crystal Reports . Developed, designed, and maintained detailed documents which included escalation processes, operations handbooks, and infrastructure (including Oracle 10g RAC) test and implementation plans . Provided monthly reports to clients on infrastructure design and maintained change management logs Key Accomplishments and Contributions as the Complex Hosting and Program Manager: . Collaborated with other Blackboard Service Groups to deliver & manage clients' requirements which has improved and streamlined interdepartmental efficiency, accuracy, and effectiveness . Designed and implemented testing and staging environments as necessary for testing/upgrades . Organized, facilitated, and conducted regularly scheduled project and status update meetings with clients which has improved customer/client satisfaction and increased client retention rates TECHNICAL SUPPORT MANAGER, Blackboard, Inc., Washington, D.C., 2006-2008 . Managed the day-to-day hosting of production environments which provided workaround solutions to issues encountered and streamlined problem resolution processes and mentored staff on troubleshooting . Utilized a ticket management system to respond to and resolve any problem tickets and escalations . Worked closely with the operations team to deploy, configure, and maintain the client's environment . Provided second level support and escalated software defects to Product Development as necessary . Maintained database system and run database queries using PL/SQL and SQL*PLUS . Authored & edited technical documents, maintaining a knowledgebase of Wiki, FAQ's, and resolutions Key Accomplishments and Contributions as the Technical Support Manager at Blackboard: . Selected to manage numerous critical clients/projects which required periods of focused management; responded to and effectively & efficiently resolved multiple internal/external issues TECHNICAL SUPPORT ANALYST / SPECIALIST, Telarix, Inc., Vienna, Virginia, 2005-2006 . Evaluated and analyzed the client's telecom network topology to determine its software compatibility . Analyzed new/existing telecom switch technology to integrate iXTools applications to their network . Maintained database system and run database queries using PL/SQL and SQL*PLUS . Collaborated with clients to define technical requirements for their business needs and develop core products and investigated international call traffic flow within the client's telecommunication networks HELPDESK SUPPORT / I.T. SPECIALIST, Pricewaterhouse Coopers - PWC, London, UK, 2004-2005

. Responsible for identifying issues and troubleshooting end-user software applications using MS Office . Provided day-to-day Information Technology (IT) support to internal users throughout the company . Installed software applications on users' desktops & installed network applications, including printers . Tracked and identified tickets via 'Remedy' and communicated with endusers via phone and email TELECOM TRAFFIC ENGINEER, Vodafone Ghana (formally GT), Accra, Ghana, 20002004 . Managed and directed the daily operations and maintenance of the Telecom Ericsson AXE 10 switches . Monitored International Telecom Gateway Networks for call traffic and collected and analyzed telecom traffic data related to network performance and traffic routing paths; prepared and generated reports . Managed and created new switch truck routes for call efficiency and managed capacity planning tasks . Gained a strong technical/working knowledge of telecommunication and interconnection technologies EDUCATION and TRAINING BACHELOR OF SCIENCE DEGREE WITH A MAJOR IN COMPUTING/INFORMATION TECHNOLOGY University of London - London, United Kingdom - Bachelor of Science Degree Completed in 2005 BACHELOR OF SCIENCE DEGREE WITH A MAJOR IN TELECOMMUNICATION ENGINEERING Multimedia University - Melaka, Malaysia - Bachelor of Science Degree Completed in 2000 Certified Associate Project Manager - CAPM Certification ? Security Clearance: Clearable