SUMMARY

• Result - driven professional with extensive experience in the IT and Telecommunication industries, a unique blend of management and IT technology skills. Natural leader, self-motivated, detailed oriented with excellent analytical, problem-solving, written/ verbal communication skills and the ability to develop strong trusting work relationships.

TECHNICAL SKILLS

Tools: /Apps: Tealeaf, TOAD for Oracle, Navicat SQL, WebLogic, SOAP IU, Introscrope, Remedy, Clarify, Mercury ITG, Cognos Report Studio

Software: MS Office (Word, Excel, PowerPoint, OneNote, and Outlook) MS Project, MS Visio, MS SharePoint, NetMeetingTesting Tools WinRunner, LoadRunner, Selenium, QTP, Quality Center, Test Director, CW, CT2, CT3, Web Based Testing, Blackboard

Methodologies: SDLC, Agile, Waterfall

Database: Oracle 10g/11g, MySQL, MS SQL Server, MS Access

Networking: TCP/IP, FTP Client, Ethernet, Token Ring, Cisco Systems, Firewall, VPN Client, Secure ID, and HTTP

Hardware Systems: AS/400, IBM Mainframe, UNIX (Solaris, HP-UX)

Operating Systems: OS/400, HP UX, Sun SolarisLanguages UNIX Shell, HTML, XML

PROFESSIONAL EXPERIENCE

Confidential - Richardson, TX

Incident/Response Manager

Responsibilities:

• Responsible for providing direct guidance, management, investigation, and resolutions of incidents during meetings and conference bridges to ensure cross-functional teams were working in a controlled and coordinated effort while driving high-priority incidents to resolution
• Escalatedwithinservicepartnerorganizationswhen required to gain additional focus and resources to permit timely resolution within service levels.
• Ensured Stakeholders were up to date on each incident by coordinatingand sending timely updates to communicate incident status
• Performed live incident management activities that include reactive and proactive engagements
• Supported users UNIX infrastructure platforms for the CSI (Common Services Interface) middleware software in a 24x7-production environment
• Proactively monitored enterprise environments for stability/health and took action to improve the overall state of service availability and continuity
• Troubleshoot, escalated and drove service restoration activities helping to ensure all duties from a technical and non-technical perspective were completed in a consistent and timely manner
• Supported WebLogic java application containers running the TAPS eCommerce framework, and Oracle databases in a Solaris environment
• Ensured that the IT service management knowledge database was kept up to date and current with the best practice policies aligned to the fit the needs of the business
• Coordinated activities and managed processes to restore critical business functions after a service fault incident
• Documented and communicated all incidents (hardware, software, application, facility) as appropriate, and took corrective action as required
• Ensured alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives were realized
• Provided input to and coordinated the development of the Network Incident Report (NIR) and the Root Cause Analysis (RCA), including initial recommendations to prevent the re-occurrence of a similar incident.
• Create and run SQL database queries (Oracle) to measure pre-defined ad hoc and business affecting data and metrics as needed
• Ensured all pertinent (system logs, database dumps, SOAP, HTML, and XML) were obtained and provided to the appropriate support teams/vendors for analysis via (Tealeaf, IDSS, MySQL, Navicat, and Toad for Oracle)
• Created and maintained training materials and documentation to support processes and procedures in MS SharePoint
• Train and mentor new team members

Confidential, Alpharetta, GA

Sr. Business Analyst/Project Manager

Responsibilities:

• Managed the day-to-day CCRS development team and client interaction throughout the project life cycle
• Worked closely with business and technical teams to gather define in detail, and document project requirements
• CCRS Development representative Confidential all project related meetings
• Gathered and documented requirements from existing application and client requests to prepare updated functional and technical requirements for design specifications for changes coming with new projects
• Perform detail analysis on business requirements, data requirements, and system requirements and conducted gap analysis to meet the business needs.
• Conducted regular walkthrough meetings with development team to review business, functional, and technical project requirements
• Assisted with updating business rules, business logic, and data definition rules to reflect the current data passed to the downstream systems/applications.
• Participated in the creation of test scripts (manual and QTP automation), coordinated, and actively participated in all phases of software testing, (integration, system, UAT, and regression).
• Created, reported and tracked test cases and functional defects usingQuality Center
• Assisted business owners, project managers, and technical staff to identify, clarify, define and document project charter rules following the Agile Project Charter Methodology.
• Collaborated cross-departmentally to ensure compliance with Sarbanes-Oxley regulations
• Participate in project go-no go decision
• Validated and documented new features and functionality to meet business requirements, including iOS and Android mobile and web-based applications, IVR, CTI, CISCO call routing, reports and tools, SQL reports, and back-office processing
• Assisted in post-implementation system validation by performing regression testing in CCRS database via Sybase, SQL advantage, transact-SQL, XML, tealeaf, and HTML
• Created process documentation for CCRS import and export daily fees jobs and CCRS month-end commission accrual processes
• Created updated documentation and provided knowledge transfer process, hands-on training, and help mentor existing VzW resources in the new technologies and functionality

Confidential, Alpharetta, GA

Sr. IT Systems Support

Responsibilities:

• Supported CSI (Common Services Interface), a middleware software that allows internal and external Mobility and Wireline clients and servers to communicate and request data to and from multiple backend systems
• Proactive and reactive fault management of hosted mobile applications
• Supported users UNIX infrastructure platforms in a 24x7-production environment Proactively monitored enterprise environments for stability/health and take action to improve the overall state of service availability and continuity
• Troubleshoot, escalate and drive service restoration activities helping to ensure all duties from a technical and non-technical perspective are completed in a consistent and timely manner
• Supported WebLogic 10 java application containers running the ACSI eCommerce framework, and Oracle 10g databases in a Solaris 10 environment
• Responsible for managing the release portion of the various upgrades including iOS and Android upgrades. Duties included planning, implementing changes, and managing system testing to ensure protection of the live environment
• Ensured that the IT service management knowledge database is up to date and current with the best practice policies aligned to the fit the needs of the business
• Coordinate activities and manage processes to restore critical business functions after a service fault incident
• Document and communicate all incidents (hardware, software, application, facility) as appropriate, and take corrective action as required
• Directed and provided guidance in meetings and conference bridges to ensure cross-functional teams were working in a controlled and coordinated effort while driving high-priority incidents to resolution
• Create and run SQL database queries (Oracle 10g) to measure pre-defined ad hoc and business affecting data and metrics as needed
• Ensured all pertinent (system logs, database dumps, SOAP, HTML, and XML) was obtained and provided to the appropriate support teams/vendors for analysis via (Tealeaf, IDSS, MySQL, Navicat, and Toad for Oracle)
• Create and maintain training materials and documentation to support processes and procedures in MS SharePoint
• Train and mentor new team members

Confidential

Sr. Business Manager IT

Responsibilities:

• Provide overall project/program management Confidential the enterprise and corporate level to coordinate all SOX compliance within ITO Organization. These duties include managing the interface with executive leadership, internal auditors, external auditors, SOX PMO coordinators, and SME in peer departments to address all SOX-related issues as they develop over the full life cycle of the audit process, risk assessment process, GCC (General Computer Controls), and QA process
• Work with Audit Services, SOX PMO, and control/application owners to define, update, and document scope and narrative processes for Sox Controls into the Knowledge Management System
• Execute enterprise IT Services Management (ITSM) solutions, utilizing standards and procedures, as defined in alignment with ITIL best practices.
• Assist SOX control/process owners in remediation effort to ensure systems, applications, and user accounts are compliant to ensure a successful pass rating on mid and year-end audit reviews
• Ensure that all service level agreements (SLAs) across the organization are delivered according to specifications
• Track from open to resolution any incident request opened for issues reported.
• Assist in the creation and management of corporate IT policies and standards to ensure consistent approach in compliance with associated SOX and internal/external audit requirements