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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESUMMARY OF EXPERIENCETeam-oriented, solutions-focused IT professional with over 20 years of experience specializing in system, production support and application ownership, Workload automation systems, Enterprise Scheduling analysis, and database management.Accustomed to working in a high pressure/high visibility deadline situations.Dedicated, hard-working individual with excellent communication skills, able to interface on all levels; builds relationships with key stakeholders and quickly earns the trust of management and executives by explaining complex technical solutions in a non-technical way, and by demonstrating the value of proposed solutions.Worked for to monitor client production environments, debug production problems and report defects and enhancement.Goal-oriented team player that works very well with minimal supervision and as a contributing team member.TECHNICAL PROFICIENCIESWeb Servers - Apache 1.3/2.0, SharePointPlatforms - Windows, Unix AIX, VMware, PagerDutyApplication Servers - WebSphere 6, TomcatDatabases - Oracle, SQL Server, Unix/LinuxSourceCode Mgmt - VSS, Subversion, ClearCase, JIRAMonitoring Tools SiteScope, Big Brother, MOM, FoglightScripting Tools Perl, SQLAutomation Tools TIDAL, DSeries, Windows SchedulerProtocols - TCP/IP, HTTPSaaS/PaaS, Mainframe, SAP HANA, Autosys/CA7 scheduler, Dynatrace, ServiceNowEXPERIENCEBoeing Contract November 2023 March 2024Incident and Problem Management LeadCreated Incident and Problem Management documentation for how incidents and problems would be addressed at Boeing. This documentation included SLA, incident response, communication, and resolution information as well as visual diagrams depicting how all should work together.Managed the full lifecycle of production incidents, identification, troubleshooting, validation, and restoration of services as quickly as possible.Led high-severity incident calls. Addressed and resolved problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues.Monitored all aspects of production environment and services and identified and addressed any performance monitoring gaps utilizing Splunk and App Dynamics.Leveraged dashboards to monitor application health, continually analyzing incident trends to identify root causes that helped reduce Mean Time to Restore (MTTR)Identified and implemented process improvements with an eye on automating manual processes.Maintained and updated runbooks as well as produced new supporting documentation as required.Work with application development teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts.Created process for new users to request access to applications and shares via Jira Service Management (JSM), this process included approval(s) from management and key stakeholders prior to access being granted.Farmers Insurance Company June 2022 August 2023Application Subject Matter Expert IIManaged the full lifecycle of production incidents, identification, troubleshooting, validation, and restoration of services as quickly as possible when interruptions occurred.Led high-severity incident calls. Addressed and resolved problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues.Worked with the Change Management and Problem Management teams to proactively reduce issue occurrence/recurrence. Assessed any changes to ensure all required details were accurately documented and included all relevant risk/impact assessments and highlighted any gaps.Monitored all aspects of production environment and services and identified and addressed any performance monitoring gaps.Leveraged dashboards to monitor application health, continually analyzing incident trends to identify root causes that helped reduce Mean Time to Restore (MTTR)Identified and implemented process improvements with an eye on automating manual processes.Maintained and updated runbooks as well as produced new supporting documentation as required.Work with application development teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts.Partnered with Application Development Management Teams to support release and infrastructure related maintenance/implementations.Acquired subject matter knowledge on supported applications and architectures.Collaborated with team members to Improve impact analysis capabilities.Improved intellectual property by creating knowledge base articles in order to elevate IP/Capabilities of both the Operations Team and the Help DeskPresented status updates by preparing reports, KPIs & metrics and highlighting any risks, impacts and improvement areas.Used Mainframe tools to process requests for service (RFS) tickets produced by the offshore team.Prepared monthly support metric reports (support costs and hours spent) for management teams.MedScope July 2021 April 2022Business AnalystMonitored custom API endpoints across multiple business units and platformsMonitored daily activity to critical medical alarm device operabilityProvided support to all internal personnel for MedScope customized MSCRM applicationCoordinated the resolution of encountered issues to include troubleshooting, and management of support tickets and communications to all stakeholdersCoordinated and oversaw deployment of critical application updates and ongoing enhancements to both the customized MSCRM application as well as MSSQL ServerServed as a project coordinator between MedScope and parent company Medical Guardian on merging of business and historical sales callsConducted training sessions for MedScope employees on new phone system functionality and how to best utilize it.Served as a liaison between MedScope users and internal development team and external partnersServed as the primary point of contact for all of MedScope shipping and receiving issuesAmeriHealth Caritas October 2016 April 2021Production Support EngineerDesigned, built, tested, and deployed AmeriHealth Caritas production file automation processes using Tidal Enterprise Scheduler and Transporter.Attended project meetings in order to understand business requirements, allowing for a collaborative design and build process with the respective development teams.Assisted in the pre-production testing of application upgrades and responsible for assisting in the deployment of the production ready products.Performed analysis on build requirements to ensure that all required Production Control Engineering (PCE) information was provided and that the request can be completed within the requested time.Implemented data changes for sustain the production schedule.Met individually with developers to analyze automation build requirements for accuracy and Production Control Engineering (PCE) standards.Managed the entire DevOps process through Development, QA, Production, and post-implementationWorked with Quality Assurance (QA) Team to resolve any defects encountered during testing.Completed Tidal Enterprise Scheduler production deployments to include XML, VB, and Unix/Linux Tidal jobs.Created XML files utilizing basic XML scripting for AmeriHealth Caritas proprietary file movement processes known Tidal automation toolkit (TTK)Developed the Production Control Engineering Development Intake process for job standards and how they should be communicated to and requested of the Production Control Engineering (PCE) Team.Contributed technical expertise and architectural guidance for Unix/Linux based systems.Managed Linux Webserver resources.Deployed code enhancements (primarily DataStage code updates). Manage production environment resources during releases.Instrumental in the procurement and implementation of PagerDuty software which dramatically reduced response support times as well as the amount of time the NOC Team spent on manually paging issues out and setting up bridge lines.Designed Unix/Linux systems based upon best practices with repeatable standard configurations.Worked with the PagerDuty Vendor to provide analytical reporting displaying the cost savings of implementing PagerDuty at AmeriHealth Caritas.Performed Unix/Linux administration activities including security, disk administration, log management, networking and proactive monitoring. Remediated server performance issues.Worked with PagerDuty Vendor on the integration of Heat and Tidal to the PagerDuty platformImplemented JAWS (AAI) reporting software which allowed PCE to report on Job Trending information over a user defined period of time, and also such things as job termination statuses so as to proactively address issues instead of reactive responsesAuthored technical documentation to include, backup and disaster recovery processes and procedures, hardware configuration, patch management, training, and Top 10 common issues and how to address themAccolade Inc. January 2015 October 2016Data Acquisitions AnalystDeveloped, Monitored, and maintained all Accolade incoming and outgoing secure file feedsEvaluated suggested and implemented changes that improved data acquisitions via DSeries Workload Automation schedulingWorked closely with the development teams to onboard and implement new customers and feeds to include Medical Claims, Pharmacy Claims, Eligibilities, Utilization Management (UM), Analytical, and other confidential file feedsCoordinated with development teams to prioritize sprint releases utilizing (ITIL) in order to direct focus of critical defects, enhancements, and features in order to best support our customersCompleted deployments in Talend software to accommodate new feeds, business rules, and prioritiesDeveloped and scheduled processes using DSeries enterprise scheduling software for (Workload Automation) to do things such as Download, Copy, Encrypt/Decrypt, call processes and verify all data feeds transmitted to and from AccoladeSupported internal customers (call center employees) to ensure that when a call is received that they are provided the most up to date customer information for all supported Accolade feeds. This ensured that Accolade provided a more personal customer experienceManaged QlikView reporting processes, to include running Business Intelligence loads, Reload and Publish processes, granting and revoking access, and managing licensesResponsible for maintaining DSeries Scheduler, to include, patching, upgrading, housekeeping of feeds (retiring/removing), and the scheduling new and existing feedsManaged supporting documentation to include developing and maintaining SOPs (Standard operating procedures), customer data feed documentation (frequency of feeds, file prefixes, data expected, length of fields, etc.)Managed current server environments to include downtimes and monthly Microsoft critical patchingAuthored technical documentation to include, backup and disaster recovery processes and procedures, hardware configuration, patch management, and training documentsAirClic Decartes October 2013 January 2015Application Analyst/Team LeadProvided team supervision for 3 onsite and 2 offsite and support for the AirClic proprietary (custom) shipping and tracking applicationsAssisted management with team performance reviewsWorked with the Development team to identify software bugs, enhancements, and new features, in order to prioritize the work items to be completed in each sprint.Managed software releases, updates, and critical patches for Airclic clientsManaged the hardware procurement process (different mobile devices) in order to test Airclic software functionalityAuthored technical documentation to include, backup and disaster recovery processes and procedures, hardware configuration, patch management, and training documentsComcast April 2013 august 2013 (3 month project)Supervisor Corporate Accounting & ReportingProvided support for corporate accounting critical software products to include Oracle's HFM, FDM, SmartView and Shared Services. Also supported IBM's FSR and CDM reporting products.Managed software updates and hot fixes for all corporate accounting critical products.Setup and tested RDS (Remote Desktop Services) configuration for FSR.Managed hardware procurement process for FSR to CDM upgrade projectAuthored technical documentation to include, backup and disaster recovery processes and procedures, hardware configuration, patch management, and training documentsMcKesson Health Solutions November 2010 April 2013Customer Support AnalystProvided 2nd and 3rd level support to end-users and other Portico personnel via Internet, email, and telephone for Web-based Integrated Provider Management (IPM) software solution.Managed software updates and hot fixes for multiple client accounts to include companies such as CIGNA, Monroe, and Blue Cross Blue Shield of Massachusetts.Authored technical documentation: turnover documents, processes and procedures, hardware configuration, patch management, and training documents for both new hires and current employees and assigned customers.Involved in project planning lifecycle, to include project planning meetings, deployment schedules, testing, hot fix deployments, and change management meetingsPerformed analysis, troubleshooting, resolution and ultimately documentation for all assigned reported incidents using MAGICSupported 3rd party applications such as QlikView and Insight. Worked with the vendors to document, troubleshoot, and resolve reported issues.Escalated reports of both product defects and client enhancement requests to the Product team through a proprietary enhancement and defect tracking system.Researched and evaluated alternatives in order to recommend the most efficient and cost effective solutions that met business requirements and IT standards.Provided direction and guidance to other Customer Support AnalystsCiti Bank December 2009 May 2010 (6-month contract)Change Management AnalystWorked closely with Citi Bank development personnel to maintain system critical environments by means of scheduling updates, enhancements, and upgrades.Responsible for creating and maintaining change management tickets, this included providing development personnel with ticket numbers, statuses, and management approvals.Worked closely with Citi Bank management to obtain approvals for all changes affecting all environments.Participated in project planning meetings so as to define current roles in all assigned projects.Provided detailed daily change reports to change management supervisors and managers as they related to any production environments and any expected changes to those environmentsProvided detailed daily change reports to the Change Management group as they related to any production environments and any expected changes to those environmentsChristiana Care June 2008 September 2009Application AnalystPrimary Application Analyst overseeing Christiana Cares financial applications, including (but not limited to): PFM (General Ledger), Budget Planning (Oracles Hyperion), Cost Accounting (Alliance Decision Support & Trendstar), Accounts Payable (Secure32), Fixed Assets (SmartStream), Financial Reporting (FRx) all of these applications used a backend SQL Server database (SQL 6.0 SQL 2008)Monitored and maintained servers as they pertained to assigned applications; responsibilities included the monitoring of services, batch processes, and disk space, Wintel duties, general health of the servers to include RAM, hard disk space and monthly MS Patches.Heavily involved within the project planning lifecycle: worked with vendors to complete required Christiana Care vendor documentation, attended specialty group meetings, organized project planning meetings, ordered hardware (servers & workstations) created project plans and project charters (using MS Project), and attended change management meetings representing my department and project.Provided detailed documentation to the Change Management group as they related to any production environments and any expected changes to those environments.Deployed applications to production and DR environmentsTrained end user community on newly implemented applications, also trained new employees to use applications so as to be functional analystsProvided ownership and accountability for incidents related to defined applications.Authored technical documentation: turnover documents, processes and procedures, hardware configuration, patch management, and training documents for both new hires and current employees.Performed applications analysis to determine avenues for process improvement, job automation, and software updates.Provided management of licensing, system maintenance and equipment support.Interfaced with other IT personnel for project assignments, operational readiness, and disaster recovery scenarios.Created custom batch processes, jobs, and SQL scriptsResearched and evaluated alternatives in order to recommend the most efficient and cost-effective solutions to meet both business requirements and IT standards.Provided direction and guidance to other Application Analysts.Performed analysis, troubleshooting, resolution and ultimately documentation for all assigned reported incidents.Effectively communicated with Business Units, Team Leads and IT Management to implement, support, and monitor defined applications.ING Direct August 2006 April 2008Application Services Analyst IIPrimary Applications Services Analyst overseeing several A-3 and A-4 applications such as SASSy (Oracle), Calyx (SQL Server), and Group 1 (Unix).Monitored and maintained all SASSy Direct Gateway and Webtop servers, this included but was not limited to, Wintel duties the general health of assigned servers, to include RAM, hard disk management, monthly MS patches the deployment of proprietary code releases and DR management and testing.Provided support to Group 1 Address verification application through the use of UNIX AIX.Provided off-hours support including on call availability and code implementation.Developed, implemented and supported next generation systems, architectures, and applications.Supported and maintained configuration management.Trained end user community on newly implemented applications, also trained new employees to use applications so as to be functional analystsProvided daily system/application administration.Monitored and proactively supported system/application capacity planning and analysis.Maintained IT best practices around ITIL/SDLC frameworks.Supported the business continuity strategy.Created and maintained comprehensive documentation for defined applications.Researched and evaluated alternatives in order to recommend the most efficient and cost effective solutions that met business requirements and IT standards.Provided direction and guidance to other Application Support Analysts.Provided management of licensing, system maintenance and equipment support.Provided ownership and accountability for incidents related to defined applications.Ability to troubleshoot, analyze, resolve and document reported incidents.Effectively communicated with Business Units, Team Leads and IT Management to implement, support, and monitor defined applications.Elwyn Inc April 2004 April 2006Senior Software Analyst IIResponsibilities included: configuration and implementation, testing and release of product patches and updates, end-user support, new installations, password resets and license tracking.Performed maintenance and support of the ADP Enterprise eTime back-end Microsoft SQL database; maintenance tasks included database tuning and backup restoration.Implemented Enterprise eTime software at a second corporate location; this was not a standard installation as it included extra components: project management and data conversion.Designed, implemented and supported custom Seagate Crystal Reports as required.Administered and supported ADP Teletime Software used for tracking employee time and attendance.Exported information from ADP Enterprise eTime (Time and Attendance, for tracking employee hours) and converted the data into useable formats for ADP Enterprise; this enabled the company to issue proper, on-time payroll on a bi-weekly basis.Performed both support and maintenance of Eltron Zebra card printers.Installed ADP swipe and time management clocks, along with Teletime (IVR) phones.Ceridian Corporation June 2000 March 2004Application Support AnalystProvided 2nd and 3rd level support to end-users and other Ceridian personnel via Internet, email, and telephone for eSource Web-based Human Resources and Payroll software applications.Performed training classes for new hires to orient them in the functionality of Ceridians proprietary HR/Payroll Software.Implemented software installations, including Microsoft SQL Server 2000 and Ceridians HR/Payroll Software.Wrote custom Seagate Crystal Reports to enable management to report on analysts time and incident statistics.Restored and maintained Microsoft SQL 7.0 and 2000 databases, used by Ceridians proprietary HR/Payroll Software.Wrote custom SQL statements, including (but not limited to) queries, updates, and triggers.Captured Web application errors utilizing XML, and MS SQL Profiler.Escalated reports of both product defects and client enhancement requests to the QA department through Rational Clear Quest software.Wrote custom documentation using Microsoft FrontPage, to be posted on the companys Intranet Knowledge Base used by technical support personnel throughout the USA.Resolved customer issues using different methods, including Ceridians Knowledge Base, Seagates Crystal Reports Knowledge Base, Microsofts Knowledge Base, Rationals Clear Quest and various other troubleshooting methods and toolsEDUCATIONThe Chubb Institute, Springfield, PAStudiesDiploma in Computer Technical SupportGraduated in the top 10 of the class |
