SUMMARY

• Seasoned Systems and Client Service expert with over 20 years of experiences in various sectors such as: Financial Banking, Government Technical Software Infrastructure, Software Manufacturing, Information Technology Software and Construction Software Industries. I have learned to handle multiple responsibilities and adapt to new situations. I have also developed strong leadership skills and the ability to deal with many personality types. I am known for my high standards, ability to follow - through and effectively communicating to my clients.
• Extensive experience in Disaster Recovery, Project Management rollout (Software and Hardware), Quality Assurance Testing, Data Analysis, Business Analysis, Infrastructure and Technical Support. I keep high standards for my work and I am known for my ability to follow through.
• I have received SCP (Support Center Practices) Certification for world-class support and a certificate for PMC (Project Management Certificate). Also received extensive training and certifications for Oracle, SQL, Siebel, Citrix, UNIX, Web logic, TOAD, Resin, Business Objects, LAN/WAN technologies including protocols, routing, Customer Relationship Management (CRM) software, VPN and Java installations.

PROFESSIONAL EXPERIENCE

Confidential, New Castle, DE

Sr. Technical Production Support Analyst

Responsibilities:

• Analyzed and provided recommended business and data solutions for my fast paced PrePaid and Wholesale Cards Banking clients
• Acquired 3-4 years of experience and knowledge of all areas of the organization and the ability to develop a clear understanding of the company's key functional processes and resources.
• Excellent project management skills. Ability to plan, organize and direct the testing of emergency response, support and disaster recovery support,, and business resumption procedures.
• Synchronize strategy with the user experience and various process components to fully realize meaningful, interactive experiences with data, definitions, business rules, as well as integration with other aspects of the EIM program; Master Data, Data Quality, Governance.

Confidential, Newark, DE

Technical Production and Application Support Analyst

Responsibilities:

• Understand and follow all Production Support procedures and processes (including semi-annual Disaster recovery projects and providing data analysis)
• Exhibits a strong understanding of my client’s business(Investment Banking ) and actively seeks input to anticipate client needs & effectively meets or exceeds them
• Document work performed and other technical information. Escalating major issues and quickly helping to resolve the issue
• Lead team 4 members in analyzing recurring production data quality issues and drive issue to resolution
• Experience with Incident Management and Change Management methodologies, systems and tools (experience using: UNIX, TOAD, WINSCP, Citrix, SQL/Oracle, Autosys, WILY, Business Objects. Weblogic, etc.)
• Provided and assisted with code promotion, change and problem management, incident management, EURC request management, job scheduling, file and database table management, transfer/load/extract data management, application wellness checks, daily status reporting, application recovery, and disaster recovery efforts.
• Analyzed and provided recommended business and data solutions for my fast paced Investing and Capital Markets Banking clients
• Acquired 3-4 years of experience and knowledge of all areas of the organization and the ability to develop a clear understanding of the company's key functional processes and resources.
• Excellent project management skills. Ability to plan, organize and direct the testing of emergency response, support and disaster recovery support,, and business resumption procedures.
• Synchronize strategy with the user experience and various process components to fully realize meaningful, interactive experiences with data, definitions, business rules, as well as integration with other aspects of the EIM program; Master Data, Data Quality, Governance.
• Develop the guidelines on how to monetize and exploit data across the enterprise.
• Develop, manage and maintain EIM processes and establish and create KPI’s. Technical skills or knowledge is definitely a value-add but this role is more business facing in developing and implementing data processes and solution

Confidential, Blackwood, NJ

Technical Support III

Responsibilities:

• Utilize strong customer-orientated, consultative, technical, and troubleshooting skills.
• Provide testing and programming fixes for clients such as Super Fresh and Pathmart with dynamic scripting in web-based environments
• Assist with production application software and relational database support.
• Identify technology solutions to increase productivity and implement according to plans.
• Document work performed and other technical information for our clients.
• Work independently and in triage groups on project related tasks.

Confidential, Malvern, PA

Application Technical Support Analyst Sr.

Responsibilities:

• Received high praise for providing complex resolutions for client's software technical issues (Call Center environment).
• Provided technical lead support including break & fix programming code and Automated Test Development in a fast-paced, high pressure environment.
• Ensured proper procedures were followed and that all Service Level Agreements (SLA) were met. This included responsibilities for performing in-depth troubleshooting of all incidents.
• Products/platforms supported include: Microsoft Windows Server, Active Directory, Java J2EE Application Servers, Citrix, UNIX, Siebel, SQL, SharePoint, and proprietary software (IQ Web, Self-Service and Power Campus).
• Coordinate the efforts of staff members in different functional areas to develop procedures for the continuity of business processes in a disaster situation.
• Proactively monitor and deal with the incident queues, and provide analysis around any problems that arise from incident support. Deliver high quality incident resolution standards, policies and procedures. Attend conference calls on high severity incidents, dealing with senior technical and Business stakeholders to influence and direct discussions to minimise mean time to recovery.

Confidential, Phila.PA

Customer Care Specialist III/ Disaster Recovery Coordinator III

Responsibilities:

• Responsible for scheduling, coordinating and ensuring execution of activities that precede platform testing including: collecting pertinent test plan information/documentation, conference calls, reviewing test plans and analyzing prior test activity, consulting with Operations staff for additional review of information.
• Coordinated test execution, which included ensuring facilities are prepared for test requirements and coordinating vendor support as needed.
• Maintains composure during stressful situations
• Managed group of 8 Application Support Technicians within a 3-tiered environment.

Confidential, Valley Forge, PA

Senior Technical Client Support Lead Specialist III

Responsibilities:

• Provided resolution for complex application software as technical lead network support for client services within the Federal Bank/Credit Unions.
• Technical assistance in writing code, quality assurance and running routines in Cache-Mumps, C++, and Visual Basic.
• Fast-paced environment required immediate attention to issues and efficient prioritization using Clientele, SmartTerm, Report Writer, SQL, Cache 3.2 & 5, Teller Navigator, Crystal Reports, Datasafe Navigator, SharePoint 2003, QuickTest Pro 6.5, Win Runner 7.5, and Courtesy Pay.

Confidential, Bala Cynwyd, PA

QA Enterprise Technical Support Representative II

Responsibilities:

• Assisted enterprise customers via the telephone and on-site to resolve a wide range of applications, networking, software installations and upgrades.
• This was a fast-paced and high call volume position. Also responsible for database installation including: Oracle 8.1.5, 8.1.6, 8.1.7, 9i, SQL 7 & 2000 (client and server) and Interbase.
• Duties included software and server testing/management to assure all product software met design specifications and quality standards in Citrix, Sun Solaris 8.0 UNIX, XML, Weblogic, Tomcat, Resin, and Java environment.
• Achieved SCP (Support Center Practices) Certification for world-class support and a certificate for PMC (Project Management Certificate).
• Received extensive training and certifications for Oracle, SQL, Citrix, UNIX, Weblogic, Resin and Java installations.

Confidential, Blackwood, NJ

Tech Specialist II

Responsibilities:

• Maintain and resolved all software and hardware issues. Updating customer accounts and making agreements via computer.
• Supported daily processing, systems backups, and systems monitoring.

Confidential, Philadelphia, PA

Technical Support Specialist I

Responsibilities:

• Responsible for answering and resolving all incoming calls (high call volume) pertaining to the City’s PC hardware and software issues.(Police Dept., Fire Dept, Street Dept., Mayor’s Office and City Council
• Supported and monitored all TCP/IP network devices.
• Provided monitoring and support services to Bell Atlantic Network Integration (BANI) and Special Network Control Center (SNCC) to resolve circuit and router issues.

Confidential, Philadelphia, PA

Computer Operator II

Responsibilities:

• Responsible for data transmissions, batch processing, output distribution, forms for inventory, system backups and tape libraries.
• Processing of daily computer operations and monitoring systems. Also assisted LAN/WAN Management teams and Support personnel for problem resolutions.
• Received certificate from Hewlett Packard for training on HRIS, HP 3000, 6000 and 9000.

Confidential, Philadelphia, PA

Collector II

Responsibilities:

• Responsible for daily communication with customers, updating customer accounts and making agreements via computer.