Summary

• Accomplished Application and System Support Analyst with over 8 years in computer operations, technical and production support.
• Experienced in security systems and application support including experience using ActivIdentity, MyID, Digital Guardian, AWS Identity and Access Management and ConnectONCE RSA.
• Adept at supporting systems implementations, enhancements, migrations, upgrades, as well as interfacing with business users of all levels.
• Proactive self - starter known to initiate process and system improvements to increase system stability and staff productivity.

Professional Experience

Confidential, Chicago, IL

Application Security Support Analyst

Responsibilities:

• Responsible for providing analysis and technical support to business areas
• Provided testing and implementations of enhancements and system upgrades
• Interface with business unit management and staff
• Troubleshoot application and system issues and provide solutions
• Implementing process improvement by using understanding of business operations and workflow.
• Support application and system upgrades

Confidential, Westchester, IL

Implementation Consultant/Support Analyst

Responsibilities:

• Closely followed established procedures, technical documentation and standards for systems security, document organization and document access.
• Reviewed and evaluated customer curriculum needs in terms of educational challenges and desired outcomes in order to align needs to Follett portfolio offerings.
• Lead local activities such as User Acceptance testing, L1 and L2 support discussion, Sales Meetings, product enhancements, Development fixes.
• Assisted with creating and modifying training and technical documentation.
• Observed newly released and anticipated products and services in relationship to educational market trends and competition.
• Assisted with implementation of Follett products such as classroom connection to insure adoption success.
• Assisted, demonstrated, supported and/or trained L1 support, junior coworkers, customers, prospects and sales consultants with internal training on instructional topics and enlightened customers on implementation of Follett products as services as requested.

Confidential, Chicago, IL

System Administrator Consultant

Responsibilities:

• Assisted the configuration and administration of the ECM application (DocFinity) during conversion from version 9 to version 10.
• Developed and maintained installation and configuration procedures.
• Followed established procedures, technical documentation and standards for systems security, document organization and document access
• Assisted with creating and modifying training and technical documentation.
• Supported managers on the PMO & ECM Systems (Enterprise Content Management), and work closely with the ECM technicians, the PMO, and other members of University staff and faculty.
• Created and implemented BPM workflows
• Researched and recommended innovative, and where possible automated approaches for system administration tasks

Confidential, Chicago

ILSr. Application Support Analyst Consultant

Responsibilities:

• Provided technical support for confidential. software products and services (Treasury Services Deal Manager (TSDM), Account & Product Setup (APS), TRACKER, Document Information Management System (DIMS) and Global Docs (GDOC)
• Onsite second level production support. Worked with user to assist with issue reported in CRM.
• Worked diligently on all of the production issues and implemented fixes, in a timely manner.
• Utilized various tools to troubleshoot production issues, including F-Secure to view the logs, Control M to review batch jobs, and SQL Navigator to run queries against Oracle 10g Database.
• Conducted wellness checks and proactively monitoring the health of the supported applications
• Coordinated with infrastructure support teams to ensure proper operations monitoring
• Work closely with business and service delivery team to ensure appropriate business measures are defined. Prioritized, schedule and coordinated the implementation of application enhancements/changes into production
• Lead Application Implementation for all Enterprise Release and Warranty Release for the internal applications.
• Communicate, escalate and report on key application metrics/trends, application availability and production issues
• Participated in the Disaster Recovery drills for the on-boarding application (APS, DIMS, GDOCS, and TSDM), created the implementation plan, the backup plan, and the disaster recovery plan.
• Migrated applications to ABB Computer Clouding Platform.

Confidential, Alpharetta, GA

Sr. Technical Support Analyst

Responsibilities:

• Set up, configured, and supported Pathways Contract Management (PCON).
• Installed and configured multiple Microsoft SQL Servers.
• Provided client technical support for McKesson software products and services.
• Document all calls and customer interaction using call management software (CRM SAP).
• Answered e-mail and faxes, write up support tickets for enhancements and edit requests as needed in a timely manner.
• Collaborated with the development team on a weekly basis to create and validate patches for defects.

TECHNICAL SKILLS

Programming ASP.Net, PL/SQL, SQL, HTML, APEX, Java, TCP/IP, XML: Applications: Tivoli, PCON, Office 2010, Microsoft Visio, Lotus Symphony, Lotus Nottes/Domino, Microsoft Lync, SSL Security, VCS Clustering, Document Management System (DIMS), Global Docs (GDOCS), TS Deal Manager (TSDM), Computer Clouding (ABB), Office Suite 2016), JIRA, Salesforce, OpenVPN, YAML, JSON, XML, NIAGOS, Verdasys Digital Guardian, ActivIdentity, Amazon Web Services, ConnectONCE RSAOperation Systems Windows Server 2008, Windows 7-10, UNIX Solaris 10: Databases: Oracle 11g, MS SQL Server 2008 and 2012, Oracle SQL Developer, Solaris 10, VMWARE 5+, AWS RDS, AWS DynamoDB