SUMMARY:

• Dedicated professional with 7+ years of progressive experience evaluating, customizing, and integrating software using project management methodologies to support solutions of Human Capital Management (HCM) systems mainframe and client/server environments. Highly adaptable team player that enjoys the challenges of achieving goals, accomplishing objectives and takes an out of the box thinking approach to solving problems. Highly analytical with an aptitude for quickly comprehending processes; ensuring alignment of solutions with organizational goals and objectives.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Platform Support Specialist - Tier 2 (Contractor)

• Under minimal supervision, serve as Tier 1 -3 troubleshooter and escalation point for Confidential 's ClearLight and Managed Analytics cloud-based systems.
• Monitor ETL deployments to ensure client deliverables were received and troubleshoot as necessary.
• Communicate with customer directly to ensure quality satisfaction prior to closing support issues.
• Coordinate with L1 team members to manage and contribute to daily team workload.
• Assist with the management of the Salesforce ticketing system to safeguard ticketing milestones stayed on track.
• Perform root-cause analysis as required to resolve and/or escalate software and integration issues.
• Work with QA Team and Development Engineers to gather and document technical information needed to resolve or escalate product issues.
• Adhere to defined technical support processes and best practices to offer solution improvements.
• Contribute to information development, transfer and team documentation in the knowledge database.
• Determine security configurations for Distributed File Systems as per client requirements and objectives.

Confidential, Atlanta, GA

Setup Configuration Specialist—Benefits Outsourcing

• Setup, configure, debug, and maintain relational database parameters using analysis documentation and knowledge of Confidential 's Total Benefits Administration (TBA) Human Resources Outsourcing system.
• Resolves issues with database setup for IVR systems, mobile applications, websites and software. Performs data mining using SQL and DB2 queries to facilitate configuration changes in the production database
• Supports HR technology projects or initiatives utilizing the application of Software Development Life Cycle (SDLC) project management principles for improving systems and releasing upgrades.
• Configuration responsibilities include modifications to business processes, compensation set-up, security configuration, condition rules and notifications, payroll earnings/ deduction codes and reports.
• Works with Analysts, SMEs, and other stakeholders to elicit and translate business requirements into functional system designs.
• Responsible for preparing and reviewing analysis documentation which is then used for defined contribution database implementations.
• Analyzes defects and debugs the system when configuration is not producing expected results. Conducts root cause analysis to determine if source of error is with the test data, test plan, or configuration. Runs system audits and leads efforts to ensure data integrity
• Design high level test plans (unit, integration, regression, user acceptance) to ensure that code is defect free. Execute test scenarios and in corporate recommended updates.
• Review analysis documents prepared by the Systems Analyst and configure the TBA System to fix system defect or complete client change requests.
• Serves as SME for new hires and colleagues on technical and proprietary tools required to configure, test, debug, monitor, and report on system debugging procedures for health and welfare.

Confidential, Atlanta, GA

Desktop Support Technician

• Diagnose and resolve IPS and IDS concerns. Monitored and evaluated network packets and security event logs.
• Responsible for the overall business relationship with customers of contracted accounts such as Apple, Inc. and Confidential &T Mobility. Identified and executed dispute and relationship management strategies that offer an advantage for securing optimal results.
• Escalate cases to appropriate staff on-hand as necessary to ensure issues were resolved in a timely manner.
• Proven success working in high-volume ticketing software. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues to increase issue turnover resolution rate by 20%.
• Acting liaison for both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Confidential

Project Coordinator (Sr. Capstone)

• Developed project plan in MS Project and maintained cost tracking system for the project that ensured the project stayed within scope and budget.
• Led JAD sessions with project stakeholders and various business units to determine requirements and outline possible risks involved with projects.
• Continuously maintained project updates and analyzed project schedules, progress measurement, cost estimates and variances, change orders, expenditures and managed risk mitigation and change management process.
• Communicated weekly issues progress status reports regarding project performance to the project team to stakeholders.
• Provides guidance and coordinates work activities with other project control staff assigned to assist in completing the required project tasks; and coordinates activities with outside agencies, contractors, and consultants.
• Served as a critical resource and liaison between subject matter experts and technologists throughout the project lifecycle.

TECHNICAL SKILLS

Operating systems : Windows, Linux, Mac Operating Systems (iOS), Android

Databases : Access, SQL Server, XML, DB2, Active Core, Advanced Table Editor (ATE), Mainframe (TBA)

Software/Applications : Microsoft Office Business Suite (Word, Excel, Outlook, Power Point, MS Project, Sharepoint), COCOMOII, UML Programming, EnCase, Citrix, Informatica, Tableau, QlikView, ActiveBatch, Citrix, Salesforce, ZenDesk, Jira, MS PowerShell, VMware, Command Workstation

Networking: LAN/WAN Administration, VPN, SecurelD

Languages: C#, HTML, SQL