PROFESSIONAL PROFILE:

• Self - motivated professional with relevant years of technical and support analyst experience with the ability to multi-task, prioritize, organize and manage issues successfully in a dynamic environment. Methodical approach, attention to details, dependable, conscientious, etc., while exhibiting professionalism and effective communications to resolution.
• Professional Customer Service and Client Representative skills
• Great interpersonal and communicative skills
• Work well with minimum to no supervision or within a team
• Ability to execute deadlines comfortably without supervision
• Liaison between User and Business community, Technical Personnel and Upper Management

TECHNICAL PROFICIENCY:

Axway 5.4 and IBM Sterling Connect:Direct

Incident Management and Change Management

UNIX (Sun Solaris, AIX RISC, HP, Linux)

SFTP, FTP, Putty, WinSCP, FileZilla, Connect Direct

Control-M 6.4 & 8.0, TDWS, CA-Unicenter Schedulers

Remedy, Peregrine, HP, JIRA, Service Now,CA Unicenter Service Desk

Oracle SQL Developer & Oracle Enterprise Management (OEM)

Software Testing to execute the accuracy of Developer’s changes.

Veritas NetBackup, DataStage 8.5

Monitoring Tools (Volcano, Outlook, OpenView, Sitescope, Topaz, Racon, etc)

Integrated Consumer Data Warehouse (ICDW)

Mainframe: JES2, VTAM, MVS/ESA - Operations

Imaging, Updates, Installs, Deployment - Windows 7 &10

EXPERIENCE:

Confidential, Norristown, Pennsylvania

Technical Support Specialist

Responsibilities:

• Help Desk Technician/Asset Coordinator handled multiple assignments
• Performs the installation, repair and preventative maintenance of personal computer and related systems.
• Set up, deploy, troubleshoot, and perform maintenance on printers
• Diagnoses and corrects a wide range of PC issuesInstalls software to meet user requirements.
• Troubleshoots/installs/updates software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals.

Confidential, Philadelphia, Pennsylvania

Systems Support Analyst

Responsibilities:

• Created, maintained, and managed the entire process from updating work logs with conference calls, email correspondences, testing and pertinent information respective to account creation.
• Evaluated and analyzed each file transmission protocol for clients to utilize,
• Formulated introductory email to Clients: Scheduled meeting to discuss project.
• Effectively communicated with clients the business requirements for the conversion.
• Managed the install process of PGP encryption/decryption keys for mutual authentication file transfers on various Transmission Protocols when required.
• Utilizedbatch scripts as required to execute successful filetransmissions.
• Tested connectivity end-to-end; various scenarios (i.e. bi-directional, one to many).
• Performed technical support: analyzed issues and provided resolutions.
• Consulted with my teammates and IT management in problem resolution.
• Connectivity, system monitoring; implementations, troubleshooting and customer service support for protocols: NDM,FTPS, SFTP/SSH, HTTPS, and PGP/Public Key transmissions: Software - Winscp, Filezilla,Ipswitch,and AxwaySecureTransport: Operating Systems (UNIX, Windows NT, Mainframe)
• Communicated and coordinated with Level 2, Engineers, Application/Server Administrators, Internal/Externals, their partners, Relationship Managersas relatedtothetransmission’s projects when needed.
• Monitored test file transmissions to ensure successful migrations; made required changes in production, tested again before implementation to Axway.
• Assisted customers with the remediation process of how to access their new AxwaySecureTransport account(s) when requested.

Confidential, Wilmington, Delaware

Executive Support Analyst

Responsibilities:

• Assisted Developers and QA with getting their issues/requests resolved by software testing, replicating, triaging, and implementing the steps, or rerouting to appropriate technical team.
• Utilized various UNIX platforms.
• Daily responsibility of executing Software Testing on the different environments to check the functionality of each stage.
• Created and assigned to respective Technical Personnel incidents using analytical and research skills.
• Triaged disk space and end-users’ capacity and Incident Management.

Confidential, Wilmington, Delaware

Tech Ops Analyst

Responsibilities:

• Worked in CCB Production/Application Support environment.
• Utilized multiple applications, handled end-users’ and Developers’ requests, i.e. utilized Oracle SQL commands.
• Analyzed, researched, resolved Incident Management issues or assigned to appropriate personnel.
• Performed Implementations from ITSM in the UNIX and Windows environment.
• Utilized data manipulation language (DML) to test and modify in the ICDW schema per ITSM.
• Triaged and manipulated fail jobs from TDWS and Control-M to resolution.

Confidential, Mount Laurel, NJ

Support Engineer

Responsibilities:

• Used analysis, specific SOP’s, replication and engaged additional resources as needed to resolve service impacting events.
• Determined escalation protocol by gathering data, research, and result from triage for advanced troubleshooting.
• Tracked, followed-up, and distributed information pertaining to application and network problems.
• Followed SOP to engage specific engineering teams for advanced troubleshooting, or determining escalation protocol by gathering data, research, and result from triage.

Confidential, Wilmington, Delaware

Batch Operations Analyst

Responsibilities:

• Proactive in forecasting job anomalies. Followed Instructional Plans to implement changes.
• Change conditions, command line, Order/Force, searched specificity via Filters. Stop and change Resources.
• Investigated issues, communicated effectively with teammates, developers and technical personnel continuously and vendors.
• Performed File Transfer Protocol, deletes, moves, copies, etc using AIX and Solaris.
• Studied logs and monitored sub-jobs. Reset sequencers, sub-jobs and Recompiled jobs in DataStage 8.5.
• Utilized Oracle Database to search for files incoming and outgoing.
• Performed Secured File Transfer Protocol (SFTP), deletes, moves, copies, etc using AIX and Solaris. Verified data in Connect:Direct.
• Studied logs and monitored sub-jobs. Recompiled jobs in DataStage 8.5.
• Used Oracle Database (PTYLPHY) to search for files incoming and outgoing; SQL utilized SELECT command to display information about the files.
• Recorded all Incidents. Performed Change Management request.