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Manager, Production Support Resume

SUMMARY:

To leverage my vast array of skills within the Information Technology department of a progressive company that will challenge me and broaden my overall technical experience.

TECHNICAL SKILLS

Skills: Unix, Talend, SQL, PL/SQL, IBM Cognos (Query Studio, Report Studio and Framework Manager), Oracle Discoverer, Crystal Reports, Kimball Data Modeling/Warehousing, Oracle, SQL Server and Sybase databases, Appworx, MS Office (Word, Excel, PowerPoint, and Access), Jira, Confluence and UberSVN.

PROFESSIONAL EXPERIENCE:

Manager, Production Support

Confidential

Responsibilities:

  • Overseeing at least two staff who are assigned to production support for any given rotation of project and support staff.
  • Actively contributing in PMO meetings to monitor timely delivery of Enhancement Requests.
  • Working closely with Support Desk to improve processes of ticket intake and resolution, and assist in establishing SLAs.
  • Monitoring tickets that get assigned to the Applications Support team and ensuring proper responses and resolutions are occurring.
  • Coordinating support tasks between the vendor and functional end - users for any cloud-based solutions.
  • Coordinating knowledge transfer sessions for support staff of existing and newly deployed custom applications.
  • Monitoring progress and reporting updates for regularly scheduled application upgrades.
  • Cross training and support of Confidential ’s ODS and EDW custom solution.
  • Interviewing candidates for both applications support and management staffing.

Senior Business Intelligence Analyst

Confidential

Responsibilities:

  • Creating and maintaining reporting packages in IBM Cognos Framework Manager.
  • Troubleshooting errors with Cognos reports authored by end-users.
  • Maintaining Cognos Security.
  • Support of Confidential ’s Banner ODS and EDW.
  • Data modeling for new custom views and packages.
  • Getting exposure to ORACLE SQL tuning and query optimization.
  • Guiding and directing on-site consultants with assigned tasks, testing and QA.
  • Creating and supporting several integrations developed using Talend.
  • Assisting DBA group with implementing database performance tasks as suggested by Confidential .
  • Interviewing potential candidates for the Enterprise Systems team.

Senior Programmer Analyst

Confidential

Responsibilities:

  • Writing reports in Cognos using Report Studio.
  • Support of Banner ODS, and implementation Banner EDW.
  • Responsible for support and maintenance of several academic applications including Degreeworks, FAMIS, ISSM/fsaATLAS, and AppXtender - including any scheduled upgrades.
  • Participation in the analysis of new procedures to support Banner, working in a weekly rotation (helpdesk) to support day-to-day operations that field requests across the University.
  • Continued support of migration of legacy data.

Senior Programmer Analyst

Confidential

Responsibilities:

  • Analyzing and writing new procedures to support data migration efforts to convert to new ERP system using SQL and PL/SQL.
  • Provisioning user accounts for our new ERP and configuration of fine grained access.
  • Support and Maintenance of legacy Student Information System (SIS - PLUS) that is owned by SungardHE, which included installation and testing of patches.
  • Supporting several administrative areas including the Registrar, Financial Aid, Enrollment Services and Student Services departments across multiple campuses .

Associate Programmer - Programmer

Confidential

Responsibilities:

  • Support and Maintenance of a Global Sales Reporting System for overnight batch processing and Unix scripts to load a Sybase datamart.
  • Enhancements and Maintenance to several reports written in Cobol and Focus
  • Creating and Troubleshooting several Crystal Reports created for user adhoc reporting
  • Primary systems contact for the Variable Annuity Sales Reporting system, in which I completed several system enhancements as well as document processes in Flowcharter and Visio.
  • Provided on-call support and daytime help desk support.
  • Participated in recruiting, interviewing and mentoring new employees.

Associate Programmer - Programmer

Confidential

Responsibilities:

  • Support and Maintenance of a major Accounting System (Passenger Revenue Accounting System) utilizing Cobol, RMDS, IDMS, ADS/O, DML/O, and DB2.
  • Support of the batch component of the Airline Scheduling system, which utilized Cobol, SAS and C.
  • Troubleshoot several problem areas within the batch overnight processing for both Accounting and Scheduling systems.

Associate Programmer - Programmer

Confidential

Responsibilities:

  • Support and Maintenance of the promotional subsystem of the Merchandise Assortment Planning System utilizing Assembler and IMS.
  • Assisted in analyzation and code changes to consolidate the field MIS reporting operations.
  • Competed several training curricula including: IMS, Intro to APS, Intro to CICS, and a 16-week BAL in-house training program.

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