SUMMARY

• A challenge - seeking IT professional with nearly 20 years of practical, hands-on experience in Information Technology analyst roles.
• With an interest in both technical and functional solutions to improving business processing, able to work hands-on with both technical and business users to gather TEMPeffective data to make recommendations to improvements of both applications and business processes.
• With a constant focus on teh customer, striving to enable education of technology and processes to enhance operational performance and efficiency.

TECHNICAL SKILLS

Web Services: Rally (SaaS), Amazon Web Services (AWS), Oracle WebLogic, Apache Tomcat, JBoss, IIS, WSDL and SOAP calls, Windows Web Services

Platforms: Oracle 10/11g (ExaData/ExaLogic), UNIX, Linux/RedHat Fedora, MS Windows application/web servers, Mac OS

Tools: /Applications: JIRA, AviAll, JeppDirect, Oracle ERP (with customizations), Salesforce, Kronos, Informatica, ActiveBatch, Autosys, PuTTY, Solarwinds, Oracle OSM/UIM/ASAP, PSP Nortel, Metaswitch, Google Applications, Splunk, SalesForce, Toad, SCADA, BPEL, iLO, Business Objects (6.1/BOXI), Sharepoint, ServiceNow, Serena TeamTrack, VMWare, Cisco Systems HSE, CA ServiceDesk

Languages: SQL, T-SQL, UNIX, Java, JavaScript, J2EE, Perl, Python, XML, HTML, Visual Basic, C++, C#, .NET

Databases: Oracle 10g/11g/12c, MS SQLServer, PostGres, MySQL, Siebel, DB2, ACT

Processes: Agile, ITIL, SOA, RUP (UML), SDLC, Workflow design, OSS/BSS, Rational Unified Process(es)

PROFESSIONAL EXPERIENCE

Confidential, Greenwood Village, CO

Solutions Engineer II

Responsibilities:

• Direct and hands-on engagement with teams in network design proposals based on infrastructure footprint of teh Spectrum Enterprise technologies in support of Sales Engineer requests for Spectrum Enterprise (commercial)-level internet services.
• Continuous contributions to improving teh application/business workflow to enhance efficiencies, telecom OSS/BSS modeling.
• Use of JIRA to create requests for upgrades/enhancements to Charter/TimeWarner/Brighthouse Network servicing head-ends to support teh requests for service.

Confidential, Denver, CO

Business Intelligence Operational Support II/Technical Business Analyst

Responsibilities:

• Real-time support to clinical applications in dialysis clinics across teh county, engaging with a wide-range of users to resolve issues with dialysis reporting support operations.
• Business Intelligence Operation support is my jam, supporting Enterprise Reporting needs, hands-on oversight of nearly a billion records every 24 hours. Involved verifying data with SQL queries against production data-sets.
• Collaborated with Business Intelligence development teams in support of Informatica workflows, providing functional requirement documentation to improve teh processing of teh ETL jobs.
• Regular interface with Security, Business Analyst and Networking and Development teams in support of an Informatica upgrade; provided use case documentation in support of Operational needs.

Confidential, Greenwood Village, CO

Application Support Engineer II/Technical Business Analyst

Responsibilities:

• Within a national cable and phone MSO, worked with provisioning system to document support protocols for a newly developed provisioning tool (based on Oracle UIM/OSM/ASAP platform).
• Within teh current provisioning model, troubleshooting and identifying problem areas in teh new provisioning system, using real-time Customer accounts, gathering end-user functional requirements to ensure proper development solutions and documentation of results/bugs.
• Regular use and navigation of CSG and Sigma/NexGen to resolve functional issues with real-time customer orders following understanding of OSS/BSS models.
• Generated use case functional requirements in order to more TEMPeffectively resolve workflow processing issues, offering guidance to development teams to increase teh efficiency of teh Oracle platform processing.

Confidential, Englewood, CO

Sr. Production Support

Responsibilities:

• Working within teh Internet Services development team, through hands-on immersion in teh Confidential website products, provided Tier 3 technical support and management of Confidential student website, customer and Tiered teams, through hands on troubleshooting and email-based support, utilizing SQL queries to verify and correct data.
• Created use case functional requirement information to Analyst teams to make improvements/changes to client-facing applications.
• Collaborated with UNIX and ERP Support teams to monitor website health and customer access to accounts. Continuous efforts to improve website performance by identifying repeating problems within WebLogic logs and working with development teams to identify and implement problem resolution.

Confidential, Boulder, CO

Sr. Support Engineer

Responsibilities:

• Working within teh Production Customer Success team, through direct immersion in teh Rally product, Agile-based software development methodology, provided world-class customer support in cloud-based software as a service (SaaS) appliance, through hands on troubleshooting and email-based support methods.
• Offered analysis and support of implementation of an ITIL-based support model, focusing on metrics and using Customer feedback, evolving teh Support process to adapt to needs of teh customer base, ensuring product use case flow was adhered to.

Confidential, Gloden, CO

Sr. Production Support Analyst/Technical Business Analyst

Responsibilities:

• Offered analysis and support of/for vendor-supported production monitoring and measuring systems (SCADA)- working with users to understand and resolve issues- to encompass teh transmission and distribution of natural gas products to over 500,000 customers in Colorado, Nebraska, Wyoming and Arkansas.
• Using SAP Business Objects, supported use of and analyzed problems in reporting of volumes being transported and delivered using vendor application integrations to teh SAP reporting tool suite and worked with business analysts to correctly define teh use case requirements. Also utilized SQL and T-SQL queries to verify/correct data.

Confidential, Denver, CO

Sr. Production Services Analyst

Responsibilities:

• Nailed teh analysis and support of/for proprietary company asset management software; including front-end, customer facing web-client support, database corrections and insertions and reporting of data to meet compliance and legal requirements and worked with Analyst teams to ensure proper use case development and requirements gathering to feed to Dev teams.
• Face-to-face interface with business users to determine use case functional requirements, tied to real-time production issues, to collaborate with teh Technical Business Analysts to make corrections to application and business workflow issues.
• Brain-storming with Legal and Compliance teams to ensure HIPAA, SOX and PCI compliance within data sharing and ITIL-based problem/incident management.

Confidential, Denver, CO

Middleware & Applications Analyst

Responsibilities:

• Offered analysis and support of/for client company business software applications; including front-end, customer facing web applications, in-house web-based production and development applications, relational database system (Oracle/SQL) connections and middleware (UNIX and Windows)-based application interfaces.
• Strong analytical focus on root cause determination, seeking opportunities to drive change with more TEMPeffective business processing as a goal and streamlining teh team’s efforts.

Confidential, Denver, CO

Technical Analyst II

Responsibilities:

• Designed and implemented a quality improvement initiative to build teh relationship between Help Desk staff and teh technical support, teh aim being reduction in teh length of time gathering data to begin to TEMPeffectively troubleshoot and resolve end-user problem.
• Lead teh implementation of a more streamlined and TEMPeffective first-call resolution process, addressing teh basics of initial problem resolution, halping train Tier me support personnel on efficient and TEMPeffective troubleshooting and information-gathering processes dat allowed more difficult technical issues to be addressed by Tier II and III teams.