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Technical Support Analyst Senior Resume

Fort Washington, PA

SUMMARY:

An accomplished IT professional with a successful career reflecting strong relationship development, leadership and a client - focused approach.

PROFESSIONAL EXPERIENCE:

Technical Support Analyst Senior

Confidential, Fort Washington, PA

Responsibilities:

  • Responsible for IT production support and system deployments for multiple mortgage financial systems in compliance with Sarbanes-Oxley .
  • This included Unix and WebLogic support, Windows Server 2003/2008, as well as database updates for both Oracle and MSSQL databases.
  • IT Production Support Analyst for multiple financial applications under the requirements of the Sarbanes Oxley Act in a bank holding company environment.
  • Supported WebLogic and Tomcat instances for both model office and production UNIX environments.
  • Support included applications in both a Windows 2003, 2008 and UNIX environments running with either Oracle or MSSQL databases.
  • Performed model office and production system change deployments for multiple financial applications in both Windows and UNIX as well as WebLogic instances.
  • Served as the first point of contact for end-user support issues for internal and external customers by analyzing issues/problems and using judgment to make decisions.
  • Applied knowledge of company policies and standard practices in executing all change requests in a timely manner during system deployments.
  • Utilized knowledge of standard support issues and company procedures to identify and document customer issues for problem resolution.
  • Applies a systematic problem solving approach to gather needed information, evaluate alternatives, and prioritize actions.
  • Responded promptly and professionally to customer requests while keeping them up to date on issues encountered.
  • Handled complex internal and external support issues.
  • Mentors and trained team members.
  • Applied company goals and practices for problem resolution.
  • Exhibited excellent judgment and technical knowledge when recommending solutions to senior management.
  • Committed to provided outstanding service to customer needs.

Application Developer

Confidential, Horsham, PA

Responsibilities:

  • Performed system development and maintenance on Confidential Mortgage’s home mortgage origination system.
  • This system was written in the Progress development language running on a UNIX platform with its own proprietary database.
  • Provided on-call support for the production system.
  • Acted as group subject matter expert in the areas of loan Confidential ’s / menu Flow, reports, and the Neli/Shaw loan servicing system
  • Performed Java system developments and updates for Confidential electronic commerce systems.
  • Responsibilities included Java coding necessitate by XML transaction design changes.
  • Performed unit testing using Oracle SQLplus.
  • Performed system development and maintenance on Confidential Mortgage’s home equity mortgage origination system.
  • Supported the implementation of CT-AIM, the client server Medicaid system for the account
  • Duties included system documentation, test plans, and obtaining user acceptance of the system
  • Performed on-call responsibilities in support of the legacy Medicaid System

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