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It Production Support Analyst Resume

Dearborn, MichigaN


Goal driven, detail and results oriented, IT Systems Analyst with more than 15 years of experience in various progressive IT roles with a strong background in helping organizations achieve various revenue and non - revenue based enterprise goals.


  • Production Support Maintenance
  • Systems Development Life Cycle (SDLC)
  • Technical Consulting
  • SOX Compliance. E.g. security aspects of software systems
  • Systems Analysis, Administration, Engineering, Consulting, and Support of 3rd party Enterprise software


IT Production Support Analyst

Confidential, Dearborn, Michigan


  • Kept vital IT systems operational for business usage by proactively keeping the Java web applications operational for hundreds of users by means of HP SiteScope Monitoring and alerting.
  • An example of supported application: nCode Automation/GlyphWorks CORL (vendor: HBM Prenscia).
  • Ensured compliance with US Sarbanes-Oxley Act (SOX law) by performing the following:
  • High-quality Production Support maintenance work for multiple Java web applications by following ITIL based and Ford internal processes, procedures, and protocols.
  • Helped ensure information about issues, investigation, root cause analysis, and issue resolution stays well documented in Incident Management, Problem Management, and Knowledge Management systems in BMC Remedy ticketing environment.
  • Complied with various Ford IT Policies (consistent with SOX Act) such as: frequent password changes for system accounts, annual access reviews, annual file reviews ensuring necessary record retention, login to Production IT systems only after checking-out account credentials from a central account management repository
  • Technologies used: IBM WAS 8.0, Oracle 12 DB, MS SQL Server DB, CISCO Request Center ticketing, Computer Associates Rally tracking, MS SQL Server Management Studio 2012, Oracle SQL Developer 4.0, Micro Focus AccuRev 6.2.2 software (Source Code Repository), SUSE Linux 11 (SLES11), Unix.

IT Production Support Technical Consultant



  • Kept Confidential Cúram V5/V6 Java web application systems, custom setup for AHS, operational for about 4000 social case workers across the Alberta province.
  • Implemented various improvements to the Confidential Cúram Social Program Management Java web based Platform by performing investigation and resolution on various noticed/reported issues.
  • To enhance user experience for about 4000 social case workers using the Cúram case management system, performed build and deployment of various thoroughly tested, approved, and scheduled code releases.
  • Ensured client satisfaction by following ITIL protocols: Change Management, Code Release Management.

Technologies used: IBM WAS, IBM DB2 9.7.3, ASG Zena job Scheduling software, IBM RSA 8.0.4, Windows Batch scripts, PERL scripts, SQL Squirrel V3, Rational Team Concert, Rational ClearQuest.

Technical Consultant



  • Acquired functional knowledge, key in this Technical Consultant role, by attending training classes:
  • Fundamentals of the Cúram Enterprise Framework (CEF) V6 for Developers. Dublin, Ireland.
  • Fundamentals of CEF V6 for Business Analysts. Toronto, Canada.
  • Delivered to client, configured/tailored/extended/customized Cúram V6 Java web application Out of the Box functionality to add/modify/remove features as per client requirements outlined in Use Cases.
  • Worked with Cúram Citizen Self Service Portal, Cúram XML Server, and Cúram Administration Interface
  • Performed Cúram build commands to generate EAR files to then deploy onto Confidential WAS 7.0.11 64 bit.
  • Infrastructure and Technologies used: Windows 7 Pro 64 and 32 bit, Windows XP Pro, H2 DB 1.3.159, Oracle 11gR2 64 and 32 bit, IBM WebSphere Application Server (WAS) 7.0.11 64 bit, Apache Tomcat 6.0. Java SE 1.6.0 18 JDK 64 and 32 bit, Java EE SDK 5 U2, XML, SQL, Apache ANT 1.8.2, Eclipse 3.6.2 Classic SDK, SysDeo Tomcat Eclipse Plugin 3.2.1, Cúram v6 SP2 EP3 Development Environment and Runtime, Cúram CIARA tool v6 SP2, IBM Installation Manager 1.4.2, UML, IBM Rational Software Architect (RSA) 8.0.2 and 8.0.3, Microsoft Virtual PC Runner 2007 SP1 64 and 32 bit.

IT Systems Support Analyst

Confidential, Boca Raton, Florida


  • Played Support role in EDI: used Sterling Commerce VAN (Value Added Network), eVision Workbench software, spEDI Map mapping software, AS/400 (IBM iSeries) for data storage. Participated in requirements gathering, implementation, and QA testing of the electronic transfer of EDI documents.
  • X12 EDI documents 850, 855, 856, 810, and 997 used with over 45 different ADT customers and suppliers.
  • SDLC including thorough QA testing of over 100 feeds (file transfer applications) between 50 internal systems and 50 external partners. Systems peaked to as much as 2000 transfers of 3 GB of data per day.
  • Ensured client satisfaction by keeping various critical Confidential systems and feeds well monitored and operational through Confidential Tivoli and Axway Sentinel monitoring.
  • Kept systems up-to-date by applying AXWAY patches on Confidential, maintaining SOX Compliance.
  • Increased efficiency and reduced associated cost of various processes by implementing various high visibility, automated, critical, high volume file transfers in Confidential . Examples: Corporate Credit Card data with JPMorgan Chase, ACH EFT data with Bank of America, Customer Check Refund data with Bank of New York Mellon, Travel and Expense data with AMEX, Payroll data via PeopleSoft App server.
  • Infrastructure utilized: Oracle 10, AIX 5.2, AIX 5.3, Windows Server 2003, AS400 V5R4, MVS, Linux, and HP MPE Operating Systems (OS’s). Installed/administered various Confidential software on these systems.
  • Technologies utilized: UNIX Shell Scripting, GPG, PGP, CL scripts on AS400, JCL on MVS, SFTP, FTPS, FTP, PESIT, HTTP, data encodings, and code page conversion.

Webmaster Support Analyst

Confidential, Washington, DC


  • Played the role of team lead on the research/implementation efforts, decreasing web-hosting costs from $800/month to $400/month. Coordinated this with two interns. Conducted Operational Risk Assessment.
  • Dramatically improved website functionality by performing iterative SDLC, prioritization of enhancement development, bug fixes, and ongoing change requests for the database driven website. Examples: Online Shopping, Conference Registration websites.
  • Ensured client satisfaction by means of thorough QA testing: SIT, UAT, and Regression Testing.
  • Helped in key business decisions by producing professional reports on site metrics, website usage patterns.
  • Improved website user friendliness by introducing well-organized DHTML navigation menus.
  • Improved requirements gathering standard by formulating a questionnaire to present to internal clients.

Technologies/techniques used: ASP, MS IIS 5.0 Isolation Mode, customized application pool recycling, MS Access 2002, local SMTP, Urchin 5.1 Web Analytics, Swish, Real Producer Basic, Adobe Photoshop 5.5, Macromedia HomeSite, MS FrontPage 2000, Installation of SSL certificate (signed by Thawte).

J2EE Application Support Analyst



  • Worked on various Support projects for Model View Controller Design Pattern
  • Improved site search mechanism for users by means of XML, Java XML parsing APIs, and AltaVista Search SDK 3.0.
  • Performed evaluation of AltaVista Enterprise Search Software 2.1.
  • Made bug management and reporting process efficient by means of an in-house Java program.
  • Streamlined QA testing procedures for the team by documenting test cases and expected behavior.
  • Improved team productivity by administering intranet website, presentations, and meeting minutes.
  • Helped in key business decisions by producing professional reports on site metrics, website usage patterns.

Technologies used in the KraftCanada.com work: IBM WAS 3.5 and 4.0, IBM HTTP Server, IBM AIX 4.3.3, Siebel 7.14, Oracle 8.1.6, Oracle PL/SQL Developer, Oracle PowerBuilder, TOAD. IBM WebSphere Application Developer 4.0, Borland JBuilder 9, Macromedia DreamWeaver 3, MS FrontPage 2000. HTML, CSS, XSLT, JavaScript, J2SE SDK 1.4.0, XMLSPY 4.4, PVCS 6.6, Interwoven Enterprise Content Management System, Adobe Photoshop 5.5/6.0, IBM WebSphere Admin Console, Mercury Load Balancer, IBM WebSphere Site Analyzer 3.5, IBM DB/2, IBM Surf Aid Analytics 4.0

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