SUMMARY

• Business Systems Support Analyst with extensively diverse IT background.
• Skilled at requirements gathering, process analysis, business systems implementation and support.
• Strong relational database design, administration, and support experience.
• Excellent analytical, troubleshooting, and diagnostic skills.
• Proven data analysis, querying, and report writing ability.

TECHNICAL SKILLS

Operating Systems: Windows 2003/2000/NT/7, UNIX

Programming Languages: C++, Java, Visual Basic, HTML, XML, ASP

Web/Application Servers: IIS, WebLogic, WebSphere, JBOSS, Apache

DBMS: Oracle, SQL Server, Sybase, Erwin, TOAD

Applications: Oracle E - Business, Banner ERP, Kronos, Salesforce, Concur, ServiceNow, DataBasics

Reporting: Crystal Reports, JasperServer, Oracle Reports, Cognos

PROFESSIONAL EXPERIENCE

Oracle EBS Applications Production Support Lead

Confidential

Responsibilities:

• Lead a team of experienced functional and technical Oracle Support resources with the responsibility of delivering excellent application production support to a suite of Oracle applications and other third party products.
• Regularly engage various business units and review business processes to ensure alignment with IT practices and SLAs.
• Provide effective leadership, mentorship, and knowledge sharing with support team members.
• Participate in application production support activities, including troubleshooting and resolving application incident and problem tickets, engaging Oracle Support, identifying, applying, and testing patches in coordination with DBA team.
• Provide functional and technical support to and knowledge transfer of Oracle applications including GL, AP, HRMS, Purchasing, Inventory, Order Management, Warehouse Management, and Advanced Supply Chain Planning.

Business Systems Analyst/Support Analyst

Confidential

Responsibilities:

• Provide implementation and maintenance support of Banner ERP system, Kronos, DataBasics, and other mission-critical systems.
• Manage configuration changes and patches in production and test environments.
• Analyze/resolve production related issues, and recommend/design business process improvements.
• Coordinate with various business units and perform audit analysis of various business systems to identify areas for improvements.
• Gather functional requirements and create documentation for custom interfaces between Banner ERP and other external systems, including data mapping.
• Perform data extract and produce reports/dashboards to support reliable and timely decision-making.
• Install, configure, and support other Finance, HR, and Payroll systems, including facilitating payroll and other year-end processing.
• Design and conduct test plans of new features and configuration changes to business systems.
• Monitor and track production support related issues via Remedy ticketing system.

Oracle 12 Production Support Analyst

Confidential

Responsibilities:

• Provided R12 functional and technical production support and training to domestic and international users; modules included GL, AR, AP, PO, CM, and Inventory, and Oracle Discoverer.
• Developed custom, ad-hoc reports using Oracle SQL and TOAD.
• Routinely queried system data for diagnostic and other reporting purposes.
• Performed configuration changes and application enhancements from evolving user requirements.
• Worked with developers to support and maintain integration and interfaces with external systems.
• Created test scripts and performed sanity and regression testing of new releases and customizations.
• Identified bugs and applied patches to Oracle E-Business Suite in coordination with DBA.
• Was responsible for, monitored, and addressed production-related incidents in ServiceNow.
• Provided production support assistance to other business applications, including Concur.
• Routinely conducted focus groups among end-users as follow-up to production support feedback surveys.

Oracle Business Systems Support Analyst

Confidential

Responsibilities:

• Served as functional ERP Support Analyst for Oracle EBS 11i (AP, GL, HR, iExpense, OTL), ADI, and Discoverer to clients and contractors all over the world.
• Provided training and guidance to end users on various modules of Oracle E-Business Suite.
• Ensured compliance with application-level security policies by granting access and responsibilities, and routinely monitoring system access and generating reports.
• Interacted and collaborated regularly with Accounting, Finance, HR, Project Management, DBAs, and Developers to improve business processes and configure/customize Oracle applications.
• Was responsible for resolving or triaging production-related issues via Salesforce.com.

Application Support Specialist/Oracle DBA Support

Confidential, Atlanta

Responsibilities:

• Gathered requirements, implemented, configured and supported various application systems.
• Worked with contractors and vendors to procure and/or develop and implement various accounting and financial, timekeeping, invoicing, and project management application systems.
• Served as administrator for and provided implementation/configuration support for various business applications including Oracle EBS, Kronos, Maximo, Propworks, Halogen, and Heat.
• Worked closely with vendor to set up and implement Kronos Timekeeping System including remote sign-in/out clock stations.
• Developed system and user guides for onsite individualized and group training.
• Executed troubleshooting and level 1 support of Oracle eBusiness Suite (Oracle Financials and HRMS), including account setup, password reset, workflow configuration, new functionality testing and end user training to over 1000 end-users daily. The modules included AP, AR, GL, and FA.
• Collaborated with team to apply patches and served as backup application DBA to Oracle EBS.
• Gathered client reporting needs and developed various financial, operational and compliance reports.