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Production Support Analyst Resume

Alpharetta, GA

SUMMARY:

  • Highly motivated IT Professional with a demonstrated ability to learn quickly in a dynamic and fast - paced environment with proven success in meeting project deadlines, successfully implementing/upgrading complex level systems for large enterprise companies and providing excellent customer service. A team player with the ability to work with and influence cooperation between virtual and cross-functional teams.
  • Areas of expertise include: application development/support, data conversion, data/system integration, planning, system analysis and design, configuration, implementation, business/financial analysis, process documentation & training, quality assurance.

TECHNICAL SKILLS:

Programming Languages: TSQL, SQL, PL/SQL, SQR, Java, HTML

ERP/HCM Software: Ultipro HCM SaaS, Confidential Enterprise, PeopleSoft HCM

Applications: SalesForce, Informatica Data Exchange, Microsoft Office, Microsoft Access, Oracle SQL Worksheet, Beyond Compare, Quest STAT Change Management Application, TOAD SQL Editor, SQLPlus, Mercury Quality Center, Serena Dimensions, Serena Team Track, Citrix Metaframe, VPN, JIRA, Cognos BI, Mirth, Prism, Ivanti Landesk

Databases: MS SQL Server, Oracle 11g, Oracle 10g, Oracle 9i, Oracle 8i, Informix

Operating Systems: Windows 2000, Windows NT, Windows XP, Windows 7, Windows 10, Unix

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Production Support Analyst

  • Primary support escalation point for assigned applications, acting as the Single Point of Contact to business users
  • Responsible for the accurate creation and timely maintenance of all documentation associated with production applications which includes environments (physical and logical) and support resolution to common application issues
  • Work closely with respective departments to resolve production application and system related issues
  • Assist development and engineering teams with release/implementation and maintenance periods
  • Responsible for obtaining the knowledge to support all required production products including ROI, HIPAA, etc
  • Troubleshoot failures using necessary tools to include SQL editors, SSH/Telnet Clients, Command Prompt and other online collaboration tools
  • Create and execute custom PL/SQL scripts for troubleshooting and general data manipulation requests
  • Participate in On-Call rotation

Confidential, Atlanta, GA

Independent Consultant/Contractor

  • Provides professional consulting services in the areas of product customizations and business processes
  • Works with client on system configuration and business best practice solutions
  • Determines best methodology and oversees the accurate and timely conversion of client's data
  • Interact with end-users and cross functional teams regarding functionality, design, architectural strategies and best practices
  • Complete analysis and requirements gathering to convert designs and specifications into configurations and/or software code
  • Develop ad-hoc reporting via IBM Cognos BI Analytics utilizing the Report Studio application

Confidential, Atlanta, GA

Technical Integration Consultant

  • Created SQL reports and Ultipro data exports to interface with vendor specific systems using ETL and SQL scripting via stored procedures within SQL Server Management Studio
  • Experienced in creating EDI ANSI X12 HIPAA transaction set 834 exports in versions 4010 and 5010
  • Created/interpreted data mapping requirements between Ultipro and target systems
  • Converted designs and specifications into configurations and/or software code
  • Analyzed code to find causes of errors and revise programs accordingly
  • Clearly communicated and presented solutions to internal and external customers regarding interface design and development
  • Utilized internal tools (JIRA, Salesforce, Informatica) and documentation to promote efficiency and standardization of processes
  • Analyzed and resolved post-live errors and performance issues within the Ultipro environment
  • Provided input on methodology and process improvements
  • Successfully managed multiple concurrent projects in a fast-paced environment

Confidential, Alpharetta, GA

Senior Implementation/Upgrade Specialist

  • Managed interdepartmental tax update and year-end update processes, which included scheduling, resource assignment and application of all updates for over 50 clients.
  • Facilitated interdepartmental upgrade kickoff meetings with clients to complete fit-gap analysis and requirements gathering.
  • Customized the design of change management software for the department that automated the update/upgrade tracking and reporting processes.
  • Coordinated and provided training for all team members on newly implemented software.
  • Utilized proper business processes and documentation to ensure Sarbanes-Oxley Act (SOX) audit compliance.
  • Project lead analyzing existing client systems, interface requirements, business process and operational needs.
  • Responsible for development of design documents.
  • Provides professional consulting services in the areas of product/service customizations, business process, complex custom reports and special projects as related to implementation/upgrade effort.
  • Work with client on system and service configuration efforts, product adaptation and business best practice solutions.
  • Determines best methodology and oversees the accurate and timely conversion of client's data.
  • Builds client control information and oversees the pre- and post-implementation testing of products.
  • Realign security with new release. Configure and verify application security post upgrade.
  • Execute and analyze comparison programs to identify custom or modified objects.
  • Coordinate the migration of custom and delivered objects between databases including UAT, Parallel and Move to production.
  • Investigate, analyze and resolve issues with SQR programs identified during implementation/upgrade analysis.
  • Update specs with new functionality and custom changes for new release.
  • Analyze and identify custom code and apply necessary retrofits to work with new release.
  • Ensured issues and risks are documented and worked with team members to resolve.
  • Participate in special internal projects, which focus on making the implementation/upgrade process more efficient and seamless for Confidential clients. Offer process and automation improvement ideas and contribute to meeting the team’s overall objectives related to cost and quality.

Confidential, Atlanta, GA

Application Developer

  • Provided on-call production support for HR/Payroll team by completing data corrections, table maintenance, and issue resolution.
  • Gathered business requirements from end users to create technical specifications for development and performed unit testing.
  • Created custom PL/SQL queries for troubleshooting and ad hoc reporting.
  • Functioned as lead developer during SDLC of PeopleSoft HCM upgrade from 7.5 to 8.3 and performed on-call production support.
  • Applied tax updates and associated patches and fixes per federal mandates and business requirements.
  • Developed and debugged SQRs for HR and Payroll reporting and customized Peoplecode per specified business requirements.
  • Assisted with the implementation of PeopleSoft ESS (Employee Self Service) module and PeopleTools version upgrade.

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