SUMMARY OF EXPERIENCE:

• I have adapted too many environments in the information technology field for several years.
• I know how to work with multiple departments to define and design documentation for business and technical requirements.
• Process projects with full life cycle methodologies to meet deadlines and able to test, document, report and support with other IT groups.
• Testing of system and application upgrades and enhancements.
• Able to adapt to any computer environment, systems and applications in a timely manner.
• Gather business requirements from business lines and departments to create system and technical specifications.
• Following projects through full life cycle processing methodologies to meet deadlines.
• Design, program, test and support systems and applications.
• Testing system and application upgrades and enhancements for in - house and vendor software.
• Able to troubleshoot, document and report system and application issues to service desk and work with IT to Resolve.
• Able to fix issues with hardware such PC's, monitors, phones and printers.

PROFESSIONAL EXPERIENCE:

Confidential

Software and Support Specialist

Responsibilities:

• Create cases in Salesforce for each call and if needed escalate to IT Engineers and Web Services.
• Phone calls are recorded and tracked for efficiency of 70% a month.
• Trouble shoot issues with Xpress, Ascent, Business Manager and SendPro shipping software applications.
• Remote into clients PC’s and Meters as needed.
• Support postage meters, printers and scales also.
• We facilitate some hardware replacements and dispatching of field representatives.

Confidential

Sr. Systems and Support Specialist

Responsibilities:

• Testing all system changes for Customer transactions on accounts, online and mobile banking, telephone banking, in-coming call relay for Customer Care Agents in multiple environments.
• Tracking and complete analysis of several Customer Care functions and support of over 20 computer Systems and applications.
• I work fraud cases by completing analysis and freezing accounts, debit cards, mobile and online banking to prevent fraudulent activity. A fraud report is filled out and sent to Financial Intelligence for further investigation.
• Other duties include: Work lists of issues by calling customers and fixing or reporting issues.
• Create eLearning’s for town hall meetings and other lessons for Customer Care Agents.
• Take customer calls as needed
• Check browser and PC Operating Systems and settings for access to online and mobile banking
• Help work tasks for other groups in Customer Care. Create tracking lists for analysis for reporting.
• Create and maintain SharePoint sites for several teams in Customer Care Department and other areas.

Environment: ARGO(CarePro/AllPro), IBM System I - Fiserv Signature, Office (OneNote, Excel, Word, Power Point and Access), Outlook, EXCEL, SharePoint, ScreenPop, OpenSpan, CCMA, Avaya, eVision, T-Recs, Tealeaf, Relationship Manager with Mobility, Fraud Net, Speed Pay, Apple Pay, Samsung Pay, Genesys CTI-IVR, ODM Dashboard, Content Producer and Editor, Voyager, QM (Quality Center), Cardlytics, Visio, Associated Connect, Online Banking, Mobile Banking, Banking Products, FDR, eLearnings, Front Range, Verint-Impact 360, DPA, Nautilus, OpenSpan, PartnerCare, LoanServ

Confidential

Programmer Analyst

Responsibilities:

• Full life cycle project workflow included creating Functional Specifications and Technical Specifications based off of meetings with other departments gathering information A technical walk though is required before coding started. A timeline from start to finish must be determined so a release date window can be selected.
• Next is checking out and creating code in source management tool Confidential (i), then after development coding and testing with test plans a peer review for standards and malicious code is performed. Once peer review is approved then the code is promoted to Confidential Integration environment for BSA testing, then once the testing in Confidential is approved by BSA, the BSA will promote code to UA user assurance business line testing environment. If any issues regression testing is performed.
• Once business line is satisfied with testing they will approve to install to production. The BSA/PA will then get project in service code release and on RFC for install to production for the CAB production control meeting approval.
• Projects were completed with state of the art tools and processes. Projects included setting up external account loads from external financial institutes with Control M Jobs and Momentum file transfers. Year
• End Compliance upgrades and many other projects for all financial systems and applications. Report automation movement from Core Signature System on System I platform to Nautilus cold storage systems,
• Handling set up of new source releases in source management tool and Fiserv Signature software retrofits, analysis of changes and over 800 file transfers for the upgrade.
• I worked with off shore developers to train them how to code in our environment and use of tools. We follow a stringent process management process consisting of Meeting with BSA and business lines and providing viable solutions.
• We use the latest in tools such as RDP, Rocket (LMI), and Community Manager, Momentum, Control M, SQL, Query, Sterling Integrator, DBU, X-Analysis, Nautilus Cold Storage, INFORMENT Data Warehouse, Ultra Edit and other windows tools. I have been the lead for setting some of these tools up, upgrading, user and supporting them.
• Create and maintain SharePoint sites for several teams and other areas.

Environment: IBM System I, RDP, RDP, Websphere, RPGIV, RPG Free, CL, ILE, Office (Excel, Access, Word and PowerPoint), Outlook, ARGO, DBU, EXCEL, Control M, Momentum, X-Analysis, On-Line Banking, All Banking Accounts, Aldon Lm(i), Lm(E). Informent (Data WareHouse), SharePoint, Nautilus (Document Cold Storage), Innantos, SQL, Query, QM Quality Center, Visio

Confidential

Sr. Technical Consultant

Responsibilities:

• I worked on EDI International transactions from overseas.
• Full life cycle project workflow included meeting with front end users, creating Functional Specifications and Technical Specifications. Coding, test plans, technical walk through, coding, testing, peer review, promotions through DEV/UA/PD. Along with creating System and User procedures.

Environment: AS/400, RPGII, RPGIII, RPGIV, CL, DBU

Confidential

Sr. Technical Consultant

Responsibilities:

• I coded programs and files to process quarterly, bi-annual and annual cycle counts for 4 regional maintenance hangers.
• Created the following applications: load quarterly cycle counts history, quarterly planning report, cycle count sheets, enter cycle count adjustment application for Accounting, updated cycle count adjustments and yearly cycle count summary report in RPGIV and CLP. Coded and tested cycle count system and completed system documentation for each application.
• Full life cycle project workflow included meeting with front end users, creating Functional Specifications and Technical Specifications. Coding, technical walk through, coding, testing, peer review, promotions through DEV/UA/PD.

Environment: AS/400, WEBSPHERE, SYS36, NT Server, Intranet, RPGII, RPGIII, RPGIV, CLOffice XP, Outlook E-Mail, DBU 6.0, COMPAQ, Windows, EXCEL, ACCESS