Technical Support Analyst, Sr. Resume

SUMMARY

Over 8+ years of experience in software development, Application Implementation, support and Maintenance, Value Innovation and testing, Project management, working with cross - functional teams and business partners to achieve on-time, on-budget and on-spec project completions in Financial, Supply Chain company.

TECHNICAL SKILLS

Project Management: ServiceNow, Planview, HPSM, PeopleSoft, Microsoft Visio, Advanced MS Office usage (Excel, Macros, interactive Presentations), Support Central (in-house), iTrack (in-house).

EDI Tools: IBM Sterling B2B Integrator, Gentran Integration suite, IBM Control Center, IBM Connect Direct, IBM Cognos, IBM Sterling File Gateway, IBM Sterling Secure Proxy, Perimeter Servers

Encryption Tool: Symantec PGP/GPG encryption tool

Software: PL/SQL Developer, WinSCP, Putty, Graphical Process Modeler(GPM), MS Office, Lucid Charts

Languages: C, C++, Visual Basic, Business Process Modular Language (BPML), Pl/sql

Database: Oracle, MySQL, SQL Server, Control-M

File Transfer Protocols: FTP/FTPs, SFTP, Connect Direct, AS2, SOA, HTTP/s, Advanced Communication

Operating System: UNIX, Linux, Microsoft Windows 7/XP/Vista

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Analyst, Sr.

Responsibilities:

Provide level 2 on-call support for the IBM-GIS, Data warehouse and other Confidential applications.
Collaborate with internal technical resources and third-party vendors to resolve issues and to understand the causes behind the issues. Identify root causes in a timely and efficient manner, making sure documents continue to Successfully flow between host systems, midrange servers, and partners.
Provide Project execution oversight, ongoing support of change and new customer/Vendor EDI setup.
Create, modify and update maps in IBM-GIS System.
Track, monitor and report progress of assignments; update HPSM activity logs in a timely manner
Architect, plan and integrate B2Bi EDI mapping enhancements into the systems
Review and approve turnover documentation; create, execute and document the tests necessary to ensure that an application or technical environment meets functional specifications and performance requirements.
Diagnose, resolve, and document application and system issues. Research questions with respect to both maintenance and development activities. Interact with database administrators, server teams, security analysts and business system users in this effort.
Perform post-installation system review and ongoing support.
Escalate issues according to established communications guidelines and checklists.
Improve support policies and procedures documentation; create/update system and application documentation as required.

Confidential

TECHNOLOGY LEAD

Responsibilities:

Worked with customers for solution requirements and evangelization of operations system redesign for Synchrony credit cards involving multiple customizations, integration points and functionalities
Working with cross-functional teams to capture process flows and data associated in a standardized manner to monitor the performance and assess anomalies around the solution or for data/technical gap analysis
Responsible for co-developing and managing project scope, execution plan and communications to stakeholders for defining, managing, controlling and verifying requirements within budgets; Liaising with multiple teams operating in agile or traditional lifecycles to ensure solutions built are aligned to long term targets
Responsible for customer relationship managers’ requests and project timelines. Involved in solution demos to clients and defining collateral for follow-on business conversations
Lead and develop solutions that meet SYF business requirements to improve efficiency, timeliness, accuracy and availability of information for planning and decision making
Ensuring the existing systems and processes are configured correctly to avoid any disruption of existing solutions; Measuring system performance by data warehouse planning, data mining and interpretation with reporting solutions such as Metrics and dashboards for the solutions delivered.
Worked across all stages of Development/Support Project Life Cycle such as Requirement Analysis, Design, Estimation, Development, Testing, Release & Implementation, Post implementation and support.
Communicate project status to all project stakeholders on a regular basis by means of Daily and Weekly status reports to ensure that there are no surprises and keep Leadership informed and involved for issues/ risks with projects.
Handling multimillion IT Operation’s projects in Data Center Migrations, Data Management, new client addition, productivity Growth, Governance, risk and Compliance area.
Led the program of implementing IBM Sterling Commerce products in SYF including IBM B2B integrator, Control Center, Connect:Direct.

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