• Analysis and planning
• Business process reengineering
• Desktop systems development and implementation
• Full life-cycle client/server application development
• Helpdesk support for mainframe users
• Applications development
• System documentation
• Systems integration
• System/user training
• System implementation/installation
• Data warehousing

Support included application development services using Oracle, Visual Basic, SQL*Forms, C, SQR Reports, and Crystal Reports. The systems ran under Oracle on Windows NT and Banyan servers. Tasks include data dictionary development and testing of individual application modules; user and related support documentation in a full life-cycle development environment, including quality assurance, testing, formal design reviews, training, and application support; use of application development tools, including Oracle Tools, PowerBuilder, Visual Basic, C/C++, and Windows documentation software; provided Oracle database administration functions; and performed technology assessments of Commercial-Off-the-Shelf (COTS) products and how they might be integrated into the network support environment.

Help Desk Support for Mainframe Users

Provided helpdesk support services 10 hours/day, five days per week, for 15,000+ users, including tracking trouble calls. Provided telephone support services for applications and hardware, and trend analysis and reporting. Specific tasks:

• Hardware and software configuration to manage workstations and servers
• Automating problem tracking to manage incoming and open tickets and support trend analysis
• On-site support for physical change-out of applications and hardware components, system documentation, and configuration management