SUMMARY:

Over 18+ years of combined experience in the Information Technology industry to Cable, Wireless, and IT Healthcare industry. Background ranges from engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments. Able to effectively communicate with senior management, third party vendors, technical staff, as well as non technical end users. Excellent analytical skills. Able to absorb large volumes of technical data and develop concise solutions in addition to translating into non - technical terms. Extensive knowledge and experience proficiently handling complex mission critical projects under extreme time constraints. Over 10 years of experience in Data Warehousing, and ad hoc reporting utilizing such languages and applications as Oracle, Microsoft ACCESS, EXCEL, SQL, Business Objects, BRIO, COGNOS, DB2 and Visual Basic. Exceptional presentation and customer relationship skills including strong written and verbal communication skills.

TECHNICAL SKILLS:

Databases: Oracle 8.0, Access 97/2000-2007, DB2, ICOMS/OLR -Telephony Information System), Vantage -Cable/Digital Telephony Subscriber Information System, BRIO, ETS, Clarity(SQL Server), Client Server

Desktop Technologies: Microsoft Office 2007, WORD 2007, Numeritrack, Excel (Macros/PivotTables expert), Access, Power Point, Visio, Internet Explorer, Mozilla Firefox, Scanners, Desktop, LENS, BTS (Provisioning System), MS Project, Visio, Microsoft SQL Server, ICOMS, CSG, Remedy, MS Outlook E-mail, Vantive, MTAS, MARS, ACSS, VISION, I2K, EPIC, Clientele.

Programming Languages: SQL Plus/PL SQL 7.0/8.0,DB2, HTML, Oracle, JAVA, ASP, Access

LAN/WAN Technologies: Win XP/VISTA, Win Server 2008, Android OS, Apple OS, Antivirus, Firewall, Proxy Server, VM Ware, SQL Server 00/07, Linux, Active Directory, Remote Desktop, Extranet Client, Number Portability Admin Center (NPAC), Order Path Broadcast Numb System, CDV, Access Control List (ACL), Telnet, VPN

PROFESSIONAL EXPERIENCE:

Confidential

Application Support Analyst, Atlanta, GA

Responsibilities:

• Plan and delivery of technical support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
• Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
• Submit proposed solutions to applications issues in knowledge base and for internal/external documentation.
• Plan, development, implementation, and administration of systems for the acquisition, storage, and retrieval of data. Planning and coordinating the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.
• Continuously monitor the platform for operational excellence elements for process improvements
• Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research
• Working knowledge of computer networking and communication protocols and applications.
• Create complex SQL queries and understand SQL scripts.
• Parse, analyze and understand system log files.
• Able to proactively address system issues that have potential impact for the corporation
• Strong research, analytical, and troubleshooting skills Support after hours coverage/escalation
• Plan solutions and coordinate with development team
• Collaborate with QA testing in the research and writing of test cases along with participating in system testing
• Design, documentation, development, modification, testing, installation, implementation, and support of new or existing applications software.
• Engaged in production deployment for coordination and verification of the new platform releases.
• Knowledgeable of all operational and maintenance activities up to monitoring the efforts
• Create and maintain documentation on the platform, such as platform details, playbooks, escalation procedures, and any other that becomes a necessity
• Exceptional skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and skills in effective working relationships with other service/support groups

Confidential

Senior System Support Analyst, Alpharetta, GA

Responsibilities:

• Provides advanced level support of multi-user operating systems, hardware and software tools, including installation, configuration, training, maintenance, and support of these systems.
• Strong knowledge of all Confidential Wireless proprietary data products and services such as Text Messaging, Mobile Web, Media Center, PIX/FLIX Messaging, Tablet’s, PDA’s, Laptops, Wireless Sync, National Access, Broadband Access, and CDPD.
• Provide exceptional customer service and technical support for internal and external voice and data product customers. Involvement in conversions and new platform releases when required.
• Troubleshoot hardware and software issues and identify network/applications issues. Provide detailed information on how to set up/configure data and voice products.
• Verify provisioning and diagnose device or Network issues. Troubleshoot for PC/Phone Operating systems, specifically Device Manager and TCP/IP configuration.
• Evaluate customers concerns and resolve problems to customer satisfaction. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.
• Demonstrates and practices regularly the skills necessary to handle any Customer Service and/or Technical Support call type. Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Confidential

Admin, Atlanta, GA

Responsibilities:

• Member of a team of contractors responsible for providing end to end LAN/WAN solutions.
• Research and prepare a report on findings to improve report distribution network, practices and procedures followed in managing reports
• Relevant experience in designing, scripting, and tuning report queries using MYSQL syntax
• Familiarity with MS SQL data management activities, such as creation and management of jobs, triggers and DTS packages.
• Remarkable ability to understand complex database and data warehouse environments. Developed complex reporting utilizing Crystal Reports, Business Objects and SQL stored procedures.
• Worked with vendors during installation/upgrade of Oracle databases, network and application software in a client/server environment.
• Additional responsibilities include remote support and administration of a server farm of 500+ servers and in house administration of a routing/switching infrastructure designed to support over 30,000 users.

Confidential

Sr. System Application Analyst,Atlanta, GA

Responsibilities:

• Sr. Operations Analyst/Project Coordinator for enterprise application billing systems. Responsible for extracting functional requirements from end users, customers, marketing, etc., and translating those requirements into detailed requirements.
• Project Managed roll-outs of new software releases, product repacking of over 50,000 voice customers, migrated customers from one billing platforms to another in efforts to create a one bill solution.
• Provided technical and analytic expertise in responding to complex specialized report requests.
• Project Coordinator responsible for a suite of enterprise systems interfaced with telephony and cable billing platform. Led the requirements definition and vendor and partner review for a collaboration system that included a business rules engine component.
• Recommends management of new or modified and procedures to improve report content and completeness of information.
• Extract data from all operating systems for analytical and financial reporting purposes.
• Other responsibilities included preparation of SQL queries to retrieve financial and subscriber information from the data warehouse as well as our replica systems. Additional responsibilities included: Utilized SQL query language to retrieved information from an Oracle database to analyze data integrity.
• Convert and modify existing matrix reports from Excel pivot tables to a more dynamic reporting tool utilizing Access, Excel and VB programming.
• Project Management tasks included all end-to-end production systems and procedures to improve production of work-flow and expansion of systems to serve new purposes, implementation of best practices for the end users and reviews of all new cable and telephony system upgrades.
• Additional activities included research, analysis and troubleshooting to diagnose and resolve medium to complex technical problems encountered during installation and operation process of multiple proprietary and third party software packages.

Confidential

Sr. Application Analyst, Atlanta, GA

Responsibilities:

• Provided problem solving/troubleshooting results both technically and functionally. Supported all applications in a UNIX, Window NT, and 2000 environment.
• Researched, analyzed, and troubleshoots to diagnose and resolve medium to complex technical problems encountered during installation and operation process of multiple third party software packages.
• Primary responsibilities included billing statement conversions, changes and bill verifications for all cycle billing, developing documents such as spreadsheets, screen-shots, keying instructions, ad-hoc reports, matrices, etc. as periodically requested by business groups.
• Served as point of escalation for corporate staff and lower level Applications Specialists. Responsible for specific system analysis and debugging on in-house applications and/or perform programming.
• Served as liaison between Field Operations Team and Corporate Billing Operations group to address issues resulting from billing discrepancies. These discrepancies included reviews of subscriber system information and were analyzed using customer billing reports, checking for any inconsistencies with subscriber account information in regards to the billing system input.
• Worked with developers/vendors to create interfaces using Visual Basic, SQL Navigator, and Access. These interfaces were implemented to send data to and from the Oracle databases.
• Researched, analyzed, and troubleshot to diagnose and resolve medium to complex technical problems encountered during installation and operation process of multiple third party software packages.
• Other activities included modifying, creating, troubleshooting Crystal Reports using Crystal 7.0. These reports resided within the applications.

Confidential

Technical Call Center Supervisor,Atlanta, GA

Responsibilities:

• Senior member of a team of professionals responsible for managing process of the Remedy call tracking software to reach resolution of hardware and software issues.
• Innovative leader skilled at employee motivation, creating optimal work environment, building teams with the ability to think creatively and ensuring maximum performance.
• Conducted on-going training for incoming support staff for new product releases and changes of processes within the Solution Center.
• Monitored technical analysts on troubleshooting and resolving issues as an escalation process which resulted from calls that could not be resolved within the allotted times.
• Appointed to manage the process for reorganizing call center activities and key player in providing feedback to the support staff.
• Member of a team of network engineers responsible for design, implementation, troubleshooting and 1st/2nd level escalation support to various professional and corporate clients of SunTrust.
• Primary responsibilities included but not limited to maintaining a network infrastructure with Cisco routers and switches, consulting with users to determine needs and troubleshoot issues on the network.
• Additional responsibilities included installation and implementation of VMware environments and network management tools.
• Other activities included configuring and troubleshooting applications utilizing Windows NT, Windows 95, Net View, and Attachmate Extra.
• Managed the requirement process to create end user manuals and MS Windows help screens detailing the installation/maintenance of hardware and software applications designed for SunTrust employees and more.