SUMMARY:

I have worked in different projects throughout my career, ranging from Application Support and working directly onsite with the client to projects that have involved Application Development using different programming languages and version control tools such as C#, HTML, C, UNIX, Oracle, SQL Developer, VSS, GITHub and VCTL always keeping client satisfaction as a top priority.

EXPERTISE IN:

Application Support

Procedural Programming

Customer Service

Time Sensitive Projects experience

Object Oriented Programming

Employee Training, Mentoring & Leadership

TECHNICAL SKILLS:

C, Unix, C#, .Net, .Net core, ASP.Net core, MVC 5, TFS, ASP.Net, Visual Studio, RESTful API, WebAPI, Office 365, HTML5, CSS3, JavaScript, Angular 2.0, JQuery, SQL server 2008, SQL Developer, Erwin, SAP Business Objects

PROFESSIONAL EXPERIENCE:

Confidential

Svc Info Developer

Responsibilities:

• Under general direction work on Change Orders based on customer needs, these requests involve either an enhancement, a new addition or to fix a problem with one of the various health care systems by modifying programs written in C that run in either HPUX or SUN Unix boxes.
• Work in tandem with the Business Analysts and Technical Leaders to better understand the change requests and be able to construct and deploy the end product faster and more efficiently.
• Once the changes to programs/scripts/JOBS/SQL files are completed and approved by the stake holders, they get promoted to test/model office/user acceptance and finally production through VCTL in UNIX.
• Current technologies used: VPN/C/Putty/Unix/ORACLE/SQL Developer/NP++/FileZilla/VCTL/Office.
• Act as an on - call resource and run claim cycles in order to process claims for the state of Connecticut during off-business hours as to minimize the impact to employees and patients in the state.
• Account for the tasks and the time spent on every project using a system called CATW for accurate time reporting.
• Created a program to help our Business Analysts, the aim of the program was to automate the reporting of Factor Drugs Cost Savings, replacing a manual process that consisted on the Business Analysts manually creating excel files in order to report those amounts, the project included a program in C with SQL, a JOB Script and embedding the JOB that would execute the program in an existing UNIX BOX to be included in the production cycles.
• Worked on a special project for the El Paso site - created a website in .Net with C# and webforms architecture called Mentorship system, this helped the new hires to be paired up with more advanced developers in order to minimize their ramp-up time.

Confidential

Payroll Support Rep

Responsibilities:

• Responsible for providing service to a designated group of client employees for payroll related inquiries, with primary support to US clients while serving as a backup for Mexico.
• Provided assistance to our customers by answering questions regarding their pay, deductions, W2 forms, W4 setup among any other inquiry they would ask.
• Assisted in keeping a knowledge base updated by revising the FAQ files available to the team and making changes when needed, this helped keep our team up to date with new processes.
• Ability to take constructive feedback and/or criticism and continue to contribute to the team goals and outcomes.
• Maintained a knowledge base website via HTML constantly updating our FAQ files as well as the information within the various links in our knowledge pages.

Confidential

Support Engineer - SaaS Application

Responsibilities:

• Provided support to a Lifecycle Management application called Paxpro.
• Resolved issues reported via a ticketing system called Kayako via e-mail and by phone, making sure we would follow the CRM business strategy in an effort to maintain and nurture a close relationship with the customers and their needs.
• Provided end user process guidance.
• Account management - this included Password resets and profile editing.
• Application error analysis and escalation when needed.
• Restarted stuck processes that would otherwise impact production.
• Provided technical support to the end user’s computer in order to run Paxpro efficiently - this support put emphasis on the browser the end user was using, making sure it was updated and the correct one based on the OS, Safari for Mac OS, IE for Windows.
• Attended client meetings in order to keep updated of new implementations as well as to detect possible areas of enhancements in terms of support. Generated reports of ticket handling statistics such as number of tickets per severity, per client/company and ticket resolution timelines in an effort to make sure we were meeting and exceeding the SLAs proposed to the customers.
• Traveled to Pennsylvania to assist in the knowledge transfer and implementation of the support center by working directly with our remote peers in order to harvest and gather as much knowledge of the processes as possible.
• Traveled to NYC to work directly with our Estee Lauder customer in an effort to measure the performance of the application and gather metrics for improvement, these were conveyed to our application development team in India so they could fix and improve the performance.

Confidential

Service Desk, Team Leader, Client On-Site Support, Programmer

Responsibilities:

• Enhanced the agents expertise in common issues in order to grow their customer service/project knowledge skills, this was accomplished via training classes and or individual mentoring depending on the skills of the resource.
• Provided on-site support to Delphi employees addressing issues via a ticketing system called PEREGRINE.
• As a Programmer, documentation of existing applications was required so this project was approached by using UML as the modeling language and defining the components that conformed an application, example: Depict Classes, Tables, and the Relationship between each class and table.
• Developed components and modules for existing applications in Visual Basic 6.0.
• Performed enhancements to a web application built in C# that allowed users to check their tax status for a Mexican government system called “SAT”.
• Promoted application changes with visual safe source in order to maintain all versions updated and synchronized with the changes of other developers.
• Created a Knowledge Base system with well-established processes to guide the service desk agents on how to proceed when troubleshooting or escalating tickets as well as to how to open crisis management bridges when high impact applications would experience issues.