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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