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Help Desk/production Support Resume

Essex Md And Ocean City, MD

SUMMARY:

  • I have over 30 years of experience as an IT professional in the roles of developing and maintaining client/server and mainframe applications, furnishing business analysis, and providing help desk/production support.
  • The industries that I have worked for during my career include a Medicare software provider, an insurance brokerage firm, personal fitness centers, credit card services, insurance bonding, and bread, rolls, and pastry baking.
  • Customers that I have supported include accountants, Confidential ’s, fellow programmers and business analysts, outside vendors, and factory workers.

TECHNOLOGIES:

  • PowerBuilder
  • Appeon/Appeon Enterprise Manager
  • COBOL
  • Confidential
  • DB2
  • InstallShield
  • HTML
  • Visual Source Safe
  • SVN
  • Sybase
  • SQL 2000/2005/2008
  • Teradata
  • Oracle
  • Stored Procedures/Triggers
  • Sharepoint
  • VersionOne/Agile
  • JIRA
  • HP Quality Center
  • Eclipse
  • WS FTP Pro
  • Microsoft Office Suite
  • WebSphere

PROFESSIONAL EXPERIENCE:

Confidential, Essex, MD and Ocean City, MD

Help desk/production support

Responsibilities:

  • Recovery of priceless pictures and files from PC's that were inoperable.
  • Replacement of hard drives, along with reload of Windows 7 and user files.
  • Tune - ups along with virus and malware removals performed on numerous computers.
  • Interpreting PB code, summarizing its functionality to pass onto programmer for .NET rewrite.

Confidential, Towson, MD

Help desk/production support

Responsibilities:

  • Provided functional and technical analysis, and applied programming changes to modify PB and JAVA code to use new branding graphics and revised copyright wording.
  • Moved RTF documents outside of the PowerBuilder deploy package to the middleware server, resulting in the ability to make documentation changes without having to rebuild and redeploy the PB package.
  • Enhancement of PB application software to provide ability to use Teradata database.
  • Apply Appeon deployment software to make current PB application accessible via the internet.
  • Utilized AEM (Appeon Enterprise Manager) to configure applications (timeouts, transaction objects, and application layout).
  • Assist with training of new quality assurance employees.

Confidential, Towson, MD

Help desk/production support

Responsibilities:

  • Responsibilities included providing software maintenance, development, quality assurance, business analysis, and production support in a client/server environment, using primarily PowerBuilder, Visual Source Safe, and SQL2005.
  • Lead business analyst and lone programmer/analyst in rewrite of Confidential Reporting, developing Functional and Technical Specifications, resulting in creating a user - friendly interface from writing over 30 new PowerBuilder objects and over 40 new stored procedures.
  • Designed, developed a reusable, dynamic solution to place a confidential footer at the bottom of all HIPPA reports.
  • Enhanced daily Interest Job to process input, response, and feedback files with CMS.

Confidential, Towson, MD

Help desk/production support

Responsibilities:

  • Created detailed documentation describing the software that creates Medicare Summary Notices (MSN's) which until the MSN rewrite was referenced by programmers and business analysts.
  • Took on additional work as a VMS Internal Auditor, being a lead auditor as well as a supporting auditor.

Confidential, Baltimore, MD

Help desk support

Responsibilities:

  • Personally resolved an average of 30 problems per week via Help Desk support.
  • Created detailed instructions and documentation for Computer Room procedures and help desk problem resolution.
  • Rewrote various programs which resulted in better performance and maintainability.

Confidential, Baltimore, MD

Help desk/production support

Responsibilities:

  • Analyzed problems and implemented file fixes by creating software to correct posting errors throughout the Consolidated Reporting Database. This resulted in a correction of more than $2 million of double-booked premiums.
  • Completed Deferred Compensation Policy Entry project three months ahead of original schedule for Confidential software freeze.
  • Provided primary business analysis and software support for Judicial Bond Reporting which resulted in a 40% increase in payment of bonds by the agents to the company.

Confidential, Towson and Hagerstown, MD

Help desk/production support

Responsibilities:

  • Randomized assignment of bankcard account numbers from Confidential system to reduce credit card fraud.
  • Traveled to Kansas City, MO, to present overview of CRIS system to a nationwide audience for development of a global database system.
  • Received Confidential corp Confidential award for outstanding performance, September 1996.

Confidential, Towson, MD

Help desk/production support

Responsibilities:

  • Implemented enhanced Confidential methods which resulted in quicker response time for online transactions.
  • Enhanced Confidential Book systems, which required coordination of tape requirements and minimization of tests by vendors.
  • Development of Account Master File Purge Processing System.

Confidential, Towson, MD

Help desk/production support

Responsibilities:

  • Creation of help desk utility to determine who was logged on the system when it went down. This resulted in a substantial decrease in downtime for the users.
  • Conversion of COBOL and JCL from Confidential to Confidential platform.

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