| Candidate Information | | Title | Application Support, Developer, Data Management, SAFe 6 Practiti | | Target Location | US-FL-Tampa |
| | 20,000+ Fresh Resumes Monthly | |
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Click here or scroll down to respond to this candidateEMPLOYMENT HISTORYPwC, Tampa, FL (Street Address /2021-Current)L2 Application Support (KForce Client Contractor: Street Address /2021-08/2022) Deliver application support for both web-based and installed applications. Attend to tickets escalated from Service Desk, end-users, and triaged from partnered IT teams in accordance with ITIL Incident Management methodologies. Liaise with vendors and fellow IT teams to ensure swift resolutions according to SLA and OLA standards. Assist with Knowledge Base Article creation to promote knowledge sharing, self-service for end users, and a reduction in ticket volume. Conduct browser-based troubleshooting and application testing in Internet Explorer, Microsoft Edge, and Google Chrome. Investigate system failures for applications and endpoints during Major Incident Management investigations. Log and report system failures to applicable teams to determine trending issues and provide opportunity for correction prior to major user-side impacts. Execute the L2 On-call escalation procedures for Monitor and Response Incidents. Review and monitor PROD and Stage servers, restart stopped services via CyberArk, and alert L3 resources in the event of outages. Assess supported applications for bugs and potential improvements and report these findings accordingly. Work with service manager and dev teams through API creation process as applicable to supported applications. Transition knowledge of job role and application specific troubleshooting principles to new team members to assist in their training and development.Cognizant Technology Solutions, Tampa, FL (03/2017-08/2020)Developer (Client: Verizon 05/2019-08/2020) Build Java Spring Microservices with Maven and SonarQube configurations for use with GIS databases. Write SQL queries for API CRUD functions and work with SQL developers when constructing stored procedures to run on schedulers to maintain info pulled by API. Test using Postman and Swagger and deploy to DIT, SIT, UAT and PROD via Jenkins Pipeline. Write J-Unit tests to ensure 100% code coverage for all code deployed in pipeline. Participate in scrum calls and stand-up meetings and document and follow stories/sprints via Jira. Gather requirements and coordinate meetings with Product and Business Owners. Assist Quality Engineering team in functionality and quality testing for APIs on release nights. Perform Sanity Tests on GUI functions after each release. Open bridge daily to provide support to users for GIS based applications. Troubleshoot errors received during GDB file uploads and review database records and files. Created a repository within Confluence that documented the full onboarding process for new developers; the steps for development, deployment, and associated approvals; the various points of contact involved in the full SDLC.L2 Application Support Analyst (Client: MetLife 08/2017-04/2019) Work with business owners, vendors and client representatives to gather requirements, acceptance criteria, and features. Triage with various on-shore and off-shore groups (Follow the Sun). Act as Queue Master and dispatch tickets to appropriate teams/associates. Collect data on queue and produce reports on areas for improvement, trends, and employee performance. Represent team in client meetings to report progress, address questions and raise concerns. Using Event Metrics, query the database for timestamps and review system logs via LogViewer. Design communication templates to streamline user interaction throughout ticket handling process. Create and orchestrate RCAs and RITMs; seeing each issue through to completion. Perform Smoke-testing and User Acceptance Testing. Onboard new team members and provide training and assistance. Document new issues and resolutions in team knowledge base and send reports to project management team concerning the updates.Verizon Wireless Call Center, Tampa, FL (03/2014-03/2017)Tech Expert Use Remedy and account management portals for tracking customer interactions and problem resolutions. Break down and refine troubleshooting process to the end user level to promote fast resolution. Provide detailed information on how to set up/configure data and voice products. Troubleshoot hardware and software issues and identify network/application issues. Verify provisioning and diagnose device or network issues. Troubleshoot for PC and Mac OS, specifically Device Manager and TCP/IP configuration. Maintain expertise in Android, iOS, and Blackberry OSs. Act as overflow for customer service and research and resolve billing inquiries.EDUCATIONA.S. Electrical Engineering Technology, ITT Technical Institute (Incomplete) GPA: 4.0A.A. English Education, Chipola College, July, 2011TRAINING AND CERTIFICATIONSLaunchCode FullStack AWS Boot CampITIL v3 Foundation (PeopleCert International Ltd. 2018)ADP II Security Clearance (11/2018-11/2028)Certified SAFe (Scaled Agile Framework) Practitioner (2020 - 2023)PROFESSIONAL ABILITIESAdministrative Microsoft Office Suite Scheduling Customer Service Triage Reporting Mentorship Rqmts. Gathering Technical Writing PresentingTechnology ITSM / ITIL SDLC / Scaled Agile SNOW / Remedy Java 8 / J-Unit SQL / SQL Developer Spring Boot / JDBC React Fundamentals Identity Access (IAM) CyberArk Eclipse / IntelliJ IDEA Swagger / Postman MS Server ManagerHONORS AND ACTIVITIES International Association of Engineers (IAENG) Member ITT Tech High Honor Student Phi Theta Kappa National Honor Society Chipola College Deans List Student Government Association Chipola College Honors Program Graduate Spanish Club Secretary and Vice President Chipola College Student Ambassador President Student Body Rep for the Chipola College Governance Council |
