Confidential

Application Support Analyst

• Provided support to all Farmers insurance sales agents nationwide that offer and sell insurance policies related to Autos, Homes, Life, commercial, etc.
• Support provided to all applications software and equipments agents usage.
• Troubleshot and resolved 90 of all agents' issues related to transactions and equipment errors or failure.
• Escalated unresolved issued to the developers department for resolution and tracked and provided updates to customers until issues resolved.
• Provided full documentation of identified system Glitches to developers to apply fixes.
• Provide support in answering all agents questions including navigation of systems, how to questions, reports, quotations, account authorization, password reset.
• Troubleshot and supported issues related to Win 2000, XP, Vista, etc , Printers and scanners Dell, Lexmark, HP, etc , Internet connectivity, Virus and spyware detection software, webmail password reset, account access, Features management and usage, etc. , Internet explorer Custom configuration 6, 7 , Configuration of MS outlook, cell phones emails.
• Interact with other departments to resolve certain issues.
• Assisting in writing templates for issues to build knowledgebase and assist other analysts.
• Applications used Dashboard, PMI, Mercury Quality Center, IBM PC, Service center, Whiteboard, Lotus Notes.

Confidential

Application Support Specialist Agile PLM Administrator

• In a very rapid change environment, I have provided support in Agile PLM ver. 9.0 to 5000 agile users.
• Create, Modify and Update all issues related to User accounts, External Suppliers Accounts, User groups, Attribute Fields, Roles, Privileges, criteria libraries, workflows, auto numbering files, Lists, character sets, Engineering Change Order ECO, Manufacturing Change Orders MCO, ECR, Deviations, Items parts, documents , BOMs, attachments, import, export, reports, searches, password and accounts lock up resets, workflows.
• As Agile SME, Supported all users using Agile Java Client, Web problematic, enhancements and how to issues.
• Supported Agile System maintenance, product testing and integrations.
• All troubling issues reported through ticketing system Remedy , emails, Phone and Pager.
• Application Used Agile PLM Ver. 9.0, Documentum, Remedy, XML, Glovia, Citrix.

Confidential

Client Services Support Specialist Client Services/Sales

• Handled all advance technical troubleshooting and provide resolution to all customer issues.
• Handled all advance issue related to customer accounts setups, modification.
• Handled all advance issue related to sales, equipments and installations.
• Handled all advance issues related to tools and resources usage.
• Handled all advance issue related to company business rules and policies.
• Using Multi application software including, DishPromo, CSG, concerto, Clarify, Oracle, Penagon, Etc.

Confidential

Business Application Support Analyst

• Provided support to our customer which consisted of small to mid size companies that we provided them with implementations of integrated application including Agile PLM , JD Edwards OW , Seagate Info Crystal Reports and Clarify CRM .
• As Super user Supported Agile CM including Navigation, how to questions, searches, reports, Items, Change Orders, Change Requests, deviation, Import, Export, BOM, attachments, etc.
• As Agile Administrator, Support provided in Users creation and de-activation, Groups, Departments, Roles, Privileges, Criteria, Page Two, Page three, Auto numbers, Smart Rules, Workflows, etc.
• Supported Agile integrations with JD Edwards, Including Processing of all released change order/requests ECO, MCO, etc utilizing the Agile Change Cast Tools through AMX, Active Adapters and insuring updates to the Item Master, Item Branch, BOM, Reference designator, etc tables in JD Edwards.

Confidential

Business Application Support Analyst

• Provided end user Support during Boeing's implementation of ERP Baan , PDM Metaphase and CAPP HMS applications. Support provided to production, training, testing and development, etc environments.
• Supported BAAN, PDM and CAPP and was involved in troubleshooting Manufacturing and Distributions issues.
• Problems were handled throughout ticketing systems ATEMS, BARS .
• Problems encountered, included inventory control, order management and other end user problems.
• Analyzed, researched and fixed these troubling tickets requests according to their priority.
• Documented problems and resolutions to assist root cause and analysis team in determining the cause.
• Wrote templates for problems and resolutions to assist other analysts to be familiar with similar problems and resolutions.
• Member of application integration team that troubleshot CORBA middleware Iona's orbix and IBM's MQ Series used in facilitating communication between application servers HP9000 running UNIX HP-UX 10.x and Database servers Sequent NUMA-Q running Oracle 7.

Confidential

Information Systems Programmer II

• Supported and maintained Multi locations of Toll Bridge and Tag systems operations.
• System Administrator including backups, Created/Deleted users, Setup and control users' access, Setup new workstations, and monitoring system activity.
• Setup new workstations and install, upgrade and configure all applications software needed for users.
• Provided application software technical support to all users including with issues related to OS/2 warp, Dbase, Lotus 123, Word Perfect, Email, Printers, Networking, training, how to questions, etc.
• Provided hardware support by troubleshooting and fixing, replacing or upgrading PCs Hard Drives, Motherboard, Cards, Modems, power cords, keyboards, monitors, etc. , printers, and Networking problems.
• Provided on site support for toll lanes outages, including testing and fixing all equipments software and hardware.
• On call support 24/7 for any operations failure.