Senior Systems Analyst and Tech Lead Resume Westlake, TX - Hire IT People

SUMMARY

Information Technology Manager with extensive experience as a Senior Systems Analyst in the financial services sector.
Four years of IT Management experience and over a decade as a Senior Technical Lead as well as demonstrated leadership skills as a senior NCO.
Strong IT professional with diverse experience and leadership roles in general business, corporate and government cultures holding a Master of Science (MS) focused in MIS.
Highly accomplished in change and release management in the financial services industry. Hands on install manager for over 200 major releases (multi - organizational with multiple applications).
Expert in 24/7 x 365 incident, problem management and technical support in highly complex, multi-data center environment including L2 and L3 support for web applications.
Demonstrated high degree of integrity in handle highly sensitive data and confidential customer information on a routine basis including Top Secret Sensitive Compartmented Information.
Adept in dealing with vendor support teams and coordinating with vendors to resolve technical issues as well as application installations and upgrades.

PROFESSIONAL EXPERIENCE

Confidential, Westlake, TX

Senior Systems Analyst and Tech Lead

Responsibilities:

Production Operations Support Analyst (ITSM) for Fidelity’s institutional web products lines of NetBenefits, PlanSponsor, eWorkPlace and Health and Welfare applications on a variety of platforms (Linux, Windows, and AWS Cloud Sites). Proactively monitored and tuned applications and environments to prevent as well as mitigate incident with internet traffic management routing and to ensure continuous availability for 100+ web application.
Coordinated with all stakeholders (Business, Architects, Developers, QA and Project/Release teams) within a global IT organization (offshore and onshore) to plan, coordinate, and execute daily, weekly, monthly and emergency application releases.
Installed software releases into DevQA, SIT, UAT, Customer Acceptance, Training, and Production environments as well as troubleshoot application migration issues and bugs during and after deployments. Experienced in application deployments through version control management tools (Clearcase, Jenkins, etc).
Routinely worked with the FSC network operations (NOC), business partners and other team leads to manage major incidents/problems to mitigate and rectify issues. Performed root cause analysis and follow it up through a resolution.
Additional job responsibilities included supporting and managing vendor developed micro-sites, quarterly SSAE 16 and SOC audits, privileged access management (PAM), training junior team members, and supporting disaster recovery tests.
Tools Experience: CyberArk, Sitescope, IBM UrbanCode Deploy, F5, ServiceNow ITSM, HP PPMC, Splunk.

Confidential, Dallas, TX

Team Manager User Support

Responsibilities:

Implemented service level agreements, Help Desk procedures, call logging and other major improvements that were lacking within the organization.
Performed network administrator duties and Microsoft Exchange server support. 24 x7 operations support for 400 users, 1000 support calls a month, and 125 change management requests per month.

Confidential, Dallas, TX

Senior System Engineer

Responsibilities:

Revised the CTG/Celanese Team Handbook, Celanese IT Orientation Guide, and maintained documentation in accordance to ISO 9001.
Monitored service level agreements and analyzed and reported call volumes, service requests, application and hardware problems, customer and department trends, and Help Center agent performance.
Supported a major Operating System and application upgrade from Windows 3.1 to NT 4.0. Scope of operations: approximately 700 users, 2200 calls /month, 80% first call resolution, with 1st and 2nd level support for 15 primary applications and best effort support for 150+ applications.

Confidential, Houston, TX

Tech Support Product Manager

Responsibilities:

Provided pre and post sales supporting to 130 external clients including client training and performed QA testing of all software products/updates.
Accomplishments include managing 18 client installations, 25 client trainings, 2 system upgrades, 50 custom software modifications.
Planed and implemented projects, communicated policies and procedures, coordinated program directives, conducted training seminars, and provided technical support to 150 state agencies and regional offices.
Prepared reports and detailed analysis for the State Legislature on fleet operations. Researched federal, state and commercial sources for topics related to fleet management and published a bi-monthly newsletter for state agencies.
Initiated a project to streamline fuel management operations that resulted in issuance of a statewide fuel contract via the Council on Competitive Government and organized and hosted the annual Fleet Managers Conference.

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Senior Systems Analyst And Tech Lead Resume

Westlake, TX

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