SUMMARY:

• 7+ years of IT experience supporting applications in a dynamic environment (telephony management, software integration services, application support).
• Self - driven, results-oriented with a positive outlook and a clear focus on providing a high quality of customer service, leading to sustainable customer relationships in the finance, banking, and oil & gas industries.
• Flexible, adaptive, and highly skilled with process evaluations & decision making in the Global IT infrastructure. Strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives.
• Application Support including: Drive Updates, Function deployment and new capability exploitation, Configuration, Information Security, Change management, User Acceptance Testing (UAT), Drive Improvements.
• Experience in Telephony Management Operations with telephone technical support of data communication equipment, local area networks and cabling.
• Strong understanding of Software Development Lifecycle (SDLC), ITIL framework and change management process.
• Experience with Custom workflows & Application integrations.
• Strong understanding of project management practices - including Agile development method.
• Strong understanding of concepts and principals of SQL relational databases and accounting/financial applications.
• Ability to work with Microsoft Windows server operating systems, Active Directory, Group Policies, TCP/IP networking, VPN (Cisco/Juniper) security appliances.
• Familiarity with related technologies such as AS/400, SQL, MS Team Foundation Server, MS Project, MS Access, Tableau & SharePoint 2007.
• Knowledge of Web Technologies (XML, HTML, JAVA Script, CSS, HTTP, etc.).
• Ability to support ERP solutions (JD Edwards Enterprise One 9.0, JD Edwards World 7.3, PeopleSoft, SAP, Hyperion).
• Working knowledge of iSeries Navigator and IFS commands.
• Strong knowledge of information risk, security principles & best practices.
• Experience with Sarbanes-Oxley compliance requirements.

EXPERIENCE:

Confidential

ERP Support Specialist

Responsibilities:

• Provide hands-on application support for daily operations for core business ERP applications including troubleshooting, maintenance, configuration, user administration, reporting and optimization.
• Daily support of JDE modules which include: Finance, Inventory Control, Sales, Purchasing, Warehousing, Manufacturing.
• Support integrations and in-house developed systems that support the HR / Payroll functions.
• Manage end user security access and maintain SOD policy adherence.
• Troubleshoot SOD related issues.
• Work closely with internal technical leaders to determine the priority of support task, future projects including system rollouts, upgrades, enhancements, and patches.
• Maintain history reports and address recurring problems, and assist in the development and execution of ERP and business process best practices across the organization.
• System event and alert monitoring.
• Move JDE production jobs as needed to keep the system running smoothly.
• Coordinate IT audits and assessments with internal and external audit teams to ensure efficient and effective delivery and minimal impact to IT process owners.
• Design and implement internal processes and controls.
• Lead user acceptance testing and initiatives.
• Provide end-user support and pro-actively resolve user requirements.

Confidential

Senior Site Operations Manager (Contractor)

Responsibilities:

• Works closely with theoperationsteam on the implementation and deployment ofLexmark's print technology and support services.
• Supports the CustomerOperationsManagerin fulfilling position commitments, implement specificoperationsgovernance and best practice for each of the accounts.
• Coordinates the deployment of hardware devices at customer locations.
• Work with BusinessOperations Managerto make sure all assets are updated in asset management system.
• Continually monitor existing service performance and compliance to Service Level Agreement.
• Provides reporting metrics and tracking data as required to fulfill the Service Level Agreement.
• Recommends and implementsoperationstechniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations.
• Assists the BusinessOperationsManagerto develop and strengthen relations with all the key contacts in all accounts.
• Serve as liaison between Business and IT; translating business needs into functional business requirements. Collaborate with business partner to define project scope and business requirements for business request.
• Participate with Business and Project Team in planning and executing programs and/or demonstrations related to the launch of new solutions.
• Assist with technical maintenance & support of the Confidential Document Distributor Server Application.

Confidential

IT Helpdesk Analyst (Contractor)

Responsibilities:

• Work as part of a dedicated team providing end-user support in a corporate HQ environment.
• Provide top tier support for hardware, software, smart phone (BlackBerry, iPhone, Android), and networking issues.
• Create installations via Systems Management Server Installer for distribution through SCCM or manual download/install.
• Manage accounts and security access through Active Directory and Exchange server 2007.
• Computer re-imaging and help with the creation of the company PC images for laptops and desktops.
• Check version levels and available updates for Microsoft Operating System (Windows XP, Windows 7) and virus protection software.
• Involved in developing support procedures and creating documentation for break/fix processes and solutions.
• Assist in development of documentation for advanced software.

Confidential

Application Support Analyst

Responsibilities:

• Address issues from Premier support clients within the time period specified on their SLA.
• Perform initial code debugging, troubleshoot application; trace process logic.
• Work with the internal Project Managers and Applications Development teams to restore services and/or identify and correct technical problems.
• Provided assistance and support to Tier1 Support Analysts.
• Recommended system modifications to reduce technical issues.
• Monitored error logs, system generated errors, system activity, argent alerts, process loads.
• Subject Matter Expertise: Custom Integrations (Data Exchange), Web Functionality & debugging, custom setups, Admin.
• Researched and resolved connectivity issues with external clients and assist PM’s with connectivity issues with clients during connectivity testing.
• Responsible for bug fixes and enhancements.
• Wrote ad hoc reports and queries for internal and external clients.
• Assisted production clients with testing.
• Documentation of processes.
• Contacted Premier Support Clients of RealEC outages and update them according to SLA requirements until service is restored.

Confidential

Telecom Support Analyst

Responsibilities:

• Provide customers with service as outlined in the department’s policies and procedures.
• Provide timely and accurate information to incoming customer order status requests.
• Address customer issues and ensure effective and long-term problem resolution.
• Process customer orders/changes according to established department policies and procedures.
• Provide timely feedback to the company regarding service failures or customer concerns.
• Dispatch Black Box technicians to job sites; receive updates on dispatched tickets and enter in Great Plains.
• Support change control processes in place for applying upgrades, new releases, and new applications.
• Develop product release notes, product troubleshooting guides, product user guides, material and FAQ lists for customers.
• Monthly billing as assigned by management.

Confidential

Pastry Chef & Owner

Responsibilities:

• Create and prepare dessert menu items in consultation with clients for various events in Houston and surrounding areas.
• Specialize in preparation of organic, vegan and gluten free dessert items.
• Order food and supplies for dessert menu items.
• Prepare budgets and establish financial targets & forecast.
• Keep financial and administrative records.
• Maintain stock levels and worked with local vendors to order new supplies as required.
• Negotiate contracts with customers, assessing their requirements and ensuring they are satisfied with the service delivered.
• Keep abreast of trends and developments in the industry, such as menus or trends in consumer taste.
• Collaborate and coordinate with vendors and event planners to meet and exceed customer expectations.
• Manage small staff of bakers and event servers.