TECHNICAL SKILLS

Platforms: J2EE, Tomcat, Weblogic, .Net

Software: Allegro 8, ETRM, Crystal Reports 2008, Toad, DB Artisan, Business Objects XI R3, MS Office Suite, Visio, Maximo, MS Project, SharePoint, ITSM (Remedy)

Operating Systems: Windows 7/2013, AS/400, Linux, Unix

Languages: SQL, XML

Database: Oracle 11g, Sybase 12.5, DB2, SQL Server 2008

Networks: TCP/IP, Telnet, FTP, HTTP

PROFESSIONAL EXPERIENCE

Confidential

Sr. Application Support Analyst

Responsibilities:

• Monitor and Schedule jobs
• L2 support for retail and commercial bank jobs
• Support AWS jobs using Control - M
• Resolve and escalate daily incidents and events
• Work closely with developers to resolve job stream issues
• Create/schedule new jobs and modify existing jobs
• Create defects for programmers to analyze code
• Analyze data/file issues by checking logs and using SQL with Teradata db
• Participate in daily Agile/Scrum project meetings

Confidential - Houston, TX

Sr. Application Support Analyst

Responsibilities:

• Primary support for custom ETRM system
• Supported the front office traders and risk management users
• Used SQL and unix scripting to automate reports
• Knowledge of Power, Gas, and Oil commodities
• Knowledge of front office workflows, ref data, rates, and business processes
• Escalation point of contact for the Manila team
• Resolved incidents, problems, and service requests
• Liaison between the business users and developers
• Implemented technical process improvements

Confidential - Houston, TX

Sr. Application Support Analyst

Responsibilities:

• Primary support for HSE application and also supported several custom and vendor applications
• Used Toad and SQL to troubleshoot data issues
• Coordinated production releases with the development team
• Assisted with creating business requirements documents, Use Cases, and functional specifications
• Worked collaboratively with testing teams, project managers, and business analysts
• Worked closely with the business users to perform User Acceptance Testing
• Created and maintained support documentation
• Supported end users with application issues
• SQL tuned reports for process owners
• Trained junior analysts

Confidential - Houston, TX

Application Support Analyst

Responsibilities:

• Member of the Allegro 8 Implementation team
• Configured the Price Connect component
• Managed Pricing issues (Globalview and Allegro)
• Knowledge of price index mapping process
• Converted Crystal Reports and Stored Procedures for Allegro 8 integration
• Created Allegro 8 views and data model updates
• Migrated custom tables and exported data
• Created technical design docs, implementation plans, data flow diagrams, estimates, data model mapping, and support documentation
• Knowledge of the Credit and System Admin components
• Liaison for the business and developers

Confidential - Houston, TX

Application Support Analyst

Responsibilities:

• Knowledge of Power, Natural Gas, NGLs, and crude oil commodity trading
• Supported Pricing systems (custom and vendor) that interfaced with various ETRM systems (i.e. Zainet, CXL, and RightAngle)
• Advanced knowledge of Oracle scripting and stored procedures
• Knowledge of Price Feed Monitoring System (Pricing database and publication system)
• Worked with business users to define and implement pricing data requirements
• Worked with various Commercial Support groups to fulfill application pricing needs
• Responded to user data mining and data maintenance requests
• Assisted with client management, vendor management, software license and maintenance agreement management
• Ensured appropriate service monitoring
• Advanced working knowledge of commodity pricing terminology
• Presented application performance improvements to the Operating Committee
• Tested code fixes and enhancements
• Advanced knowledge of the trading business along with a solid understanding of the systems and processes necessary to support the business
• Created and updated pricing documentation

Confidential - Houston, TX

Application Support Analyst

Responsibilities:

• Knowledge of Power, Natural Gas, NGLs, and crude oil commodity trading
• Supported Power Trading, Scheduling, Accounting, and crude oil systems (custom and vendor) used by Traders, Analysts, Mid/Back office, and all levels of Management
• Developed functional requirements for enhancements and coordinated with the business and IT development teams
• Liaison between the business users and vendor/internal IT to troubleshoot production issues
• Advanced knowledge of MS SQL Server, Oracle scripting, Unix shell scripting, and stored procedures
• Developed ITRS monitoring
• Prepared a variety of business documentation including training materials, process mapping, and user manuals
• Experience with data management, data systems and data analysis using MS SQL and data extraction and analysis tools
• Coordinated and managed the training and user acceptance testing (UAT) activities
• Led regular meetings with the business Steering Committee to review issues and obtain the business priority
• Experience supporting BO XI R3, QLM 7.0, RightAngle, ETRM, and Pricing systems

Confidential eCommerce Support Analyst

Responsibilities:

• 50% Application Support and 50% Project Management
• Supported the online Bill Pay System
• Familiar with the payment life cycle
• Created Implementation plans and Failure Mode and Effects Analysis (FMEA)
• Trained team on Maximo (ticketing system) usage
• Led line of business and L2 application support meetings
• Knowledge of file processing
• Produced reports for the business (i.e. ticket details)
• Managed production changes and performance monitoring
• Managed production issues (vendor and internal resolutions) and releases
• Managed operational readiness activities
• Created disaster recovery documents
• Utilized Visio to illustrate business processes, data flows, and use-cases
• Gathered and documented requirements
• Wrote SQL scripts to troubleshoot system and data issues
• Provided user training, project planning, task estimations, project management, test plans, user acceptance testing (UAT), and resource assignment activities
• Advanced SQL and Unix skills

Confidential - Houston, TX

Production Support Analyst

Responsibilities:

• Supported the Front Office and Risk/PnL parts of the Commercial trading business
• Developed functional requirements for enhancements and coordinated with the business and IT development teams
• Liaison between the business users and developers to troubleshoot production issues
• Supported 10,000+ global users
• Supported ten applications related to market data, collateral management, legal data, and risk management exposure monitoring
• Provided L2 support for an ETRM system that interfaced with Endur
• Investigated/Resolved data quality issues with Endur trades
• Familiar with Endur trade life cycle and data models
• Performance monitoring
• Used Toad and DB Artisan for data research
• Debugged stored procedures
• Experience supporting Java business applications
• Experience in Energy trading
• Experience with User Acceptance Testing (UAT)
• Business Objects XI R2 SME