SUMMARY:

I am a committed, productive, organized, team - oriented SAP BASIS ADMIN that wishes to apply my skill sets and knowledge to a new challenging position that benefits the customer, company and me. I have over 10 years of IT experience with 2+ years in the field as a SAP BASIS NETWEAVER administration.

PROFESSIONAL EXPERIENCE:

Confidential

SAP BASIS Administrator

Responsibilities:

• Researched, planned, tested and implemented the design and technical phase of the MSS/ESS Fiori project
• Proactively maintained Solution Manager LMDB, SLD (CIM and CRDelta) and SAP Portal synchronization to ensure the correct software packages were available for download during installs and upgrades via MOPZ and Maintenance Planner
• Performed Solution Manager System Recommendations for security and OS level patches to ensure systems were not at risk for security breaches
• Proposed and installed new SAP Webdispatcher SciLinux boxes based on SAP recommendations due to security issues for externally faced systems
• Configured SSO between SAP ECC, Portal and BW systems which included Federation
• Accomplished multiple backups, recoveries and restores of DB2
• First team contact for issues related to Windows 2012 Kronos timeclock software issues for the entire Confidential
• Able to troubleshoot complex issues involving SQL scripts, DB2, OS level, SAP SPOOL administration and print jobs, STMS, short dumps, RFC, CUA, Configtool, Visual Admin, Profile Parameters, User Maintenance, DB Locks, User Profile, Vertex, BSI and SFTP/FTP
• Performed system copies, new installs, dialog removal/additions and upgrades using various tools such as Software Provisioning Manger (SWPM) and Software Update Manger (SUM)
• Directly responsible for setting up system parameters for zero memory management for AIX
• Performed daily proactive maintenance for Confidential utilization, file system, disk capacity, short dumps, DB2 backups through Tivoli, memory bottlenecks and overall health of our systems to ensure the highest quality of performance for our customers
• Assisted the service center help-desk with ticket resolution by resolving issues that provide support to all functional work areas
• Served as a team leader by providing hands-on technical training as well as being available after hours for additional support
• Worked closely with other cross-functional organizations for hardware, software and firewall support

Confidential

Help Desk Specialist

Responsibilities:

• Provided technical support of hardware, systems, sub-systems and/or applications
• Assisted internal clients with troubleshooting issues with step-by-step instructions that provided remote login technical support
• Investigated network connectivity issues related to, WiFi, VPN and local authentication problems
• Developed and sustained a productive customer relationship, making the customer and their needs a primary focus
• Offered alternative solutions when appropriate with the objective of retaining customers' and clients' business
• Escalated complex problems to the Remote Support Engineering staff or Field Engineering

Confidential

Network Analyst

Responsibilities:

• Configured, maintained, and ensured network integrity of all managed and indirectly managed customers equipment
• Guaranteed Frame-Relay, PPP, HDLC, ATM, and other various authentication types were configured and working properly
• Created and maintained automated excel tools that improved business processes
• Operated efficiently with field personnel by tracking and coordinating network maintenance operations with local operations and device specific vendor support
• Proactively investigated issues involving Alcatel-Lucent, Juniper, Cisco and Redback support equipment
• Maintained Tier 2 and Tier 3 support relationships including but not limited to Level 3, Verizon, Time Warner Cable and MetroE

Confidential

Business Analyst

Responsibilities:

• Monitored network by using various proprietary tools to ensure reliability
• Assisted participants with basic troubleshooting of BGP routes and edge routers
• Maintained point of escalation for all network and IT issues related to network maintenance
• Created Remedy scripts to allow for quicker access to trend problem types
• Analyzed statistical trends and opportunities, working collectively and collaboratively with applicable parties for improved process implementation .
• Coordinated tasks with various internal workgroups and external business partners such as contract-based participants and vendors
• Redefined team productivity by proactively creating excel tools to assist in daily job functions
• Designed and configured reporting automation which drastically improved efficiency
• Created basic device database to track and coordinate between various business partners
• Provided tier 3 technical support to troubleshoot various IT, Network and Billing issues while serving as after hours on-call support

Analyst

Confidential

Responsibilities:

• Designed, implemented, and maintained south area ticket control process to ensure a 24 hour service level and analyst accountability leading directly to increased area and group efficiency
• Analyzed, interpreted, and provided feedback to area operations team in regard to troubleshooting processes
• Facilitated technical training in various troubleshooting processes to Tier 2 technical support
• Functioned as a liaison to Tier 2 supervisors and reps for Remedy escalations
• Monitored progress of Remedy escalations and facilitated clear customer resolution during the call back process
• Enhanced peer knowledge by means of one-one and group interaction through my leadership abilities
• Proactively trended Remedy to isolate potential network issues and in turn engaged network support personnel which lead directly to increased turnaround time as well as customer satisfaction

Confidential

Data Support Specialist

Responsibilities:

• Investigated and resolved issues related to Confidential operations and various authentication issues to data network
• Served as the final point of contact for escalated customer calls to see issue to resolution
• Escalated issues to vendors, OEMs and other internal Tier 4 support groups
• Selected for on-call rotation to ensure, maintain and support legacy Alltel Enterprise Data Operations
• Provided and updated documentation to team to enhance overall productivity

Confidential

Technical Support Specialist

Responsibilities:

• Saved the company thousands of dollars by proactively locating and correcting issues with UNIX based servers, products and network issues that directly affected service level agreements
• Actively converted out of date documentation to reflect current Incident Management procedures while performing regularly assigned duties
• Proactively investigated, corrected and tracked issues relating to failed hard drives and jobs on Red Hat Linux Servers