SUMMARY:

Resourceful, proactive, and highly motivated professional with more than Eighteen years of IT experience. Ability to diagnose, troubleshoot and resolve network, server and application issues. Combine key technical proficiency to ensure system integrity and performance while minimizing downtime.

TECHNICAL SKILLS:

Applications: IBM WebSphere, IBM WebSphere MQ, RSA Adaptive Authentication, RSA Authentication Manager, Introscope Workstation Wily, Techia SSH Client, Dbvisualizer, SQL Developer, Teradata SQL Assistant, WinSCP, Ipswitch WS FTP, FileZilla, Microsoft Office, Citrix XenApp, IBM Mainframe, HP Serviceware, SharePoint, VMware, UltraEdit, WinMerge, WinZip, Putty, Microsoft Visio, Subversion (SVN), HP Service Desk, ArcSight, Qualys, Control - M, Salesforce

Databases: Teradata, Oracle, Microsoft SQL Server

Operating Systems: Solaris, UNIX (AIX), Linux (RHEL), Windows XP, Windows 7, Windows Server 2008R2, MAC OS, iOS, Android OS

Web Services: SOAP, HTTP, HTTPS, SSL

Other: Exchange Server, Active Directory, IIS, Java, JavaScript, Unix/Linux scripting languages (Shell/Korn Shell/Bash), Android, iPhone, CSS, XML, HTML, HTML5, SFTP

EXPERIENCE:

Confidential, Providence, RI

Production Support Engineer

Responsibilities:

• Resolved both simple and complex Confidential issues to our clients' satisfaction
• Maintained multiple local environments for debugging systems
• Worked cooperatively with Level 1 Support to gather issue information and educate them on new issues and solutions
• Worked with the Implementations and Delivery Teams on defect resolution and solution delivery
• Participated in process improvement efforts

Confidential, Woonsocket, RI

Advisor, Application Development

Responsibilities:

• Established a process of adding new documentation to the CRM Extracare Production Support SharePoint
• Monitored CRM Extracare Production Support team progress toward timely delivery of goals
• Completed weekly status reports and work closely with the senior management team
• Engaged individual IT team members in decision-making process through meetings and email pertaining to CRM Extracare Production Support
• Prioritized IT tasks according to company objectives and Ensured deadlines are successfully met
• Mentored other employees within CRM Extracare Production Support ensuring all are trained and capable of performing assigned duties

Confidential, Woonsocket, RI

Senior Production Support Analyst

Responsibilities:

• Provided incident management support on a 24x7 rotating basis
• Escalated Production issues to Application and Infrastructure Technology Teams
• Opened Change Management Request forms using HPSM pertaining to Application and Infrastructure changes
• System Up-time support and monitoring with a goal of 99.9% availability
• Created defects and worked with Project Managers to slot defect for an upcoming application release

Confidential, Providence, RI

Application Development Administrator

Responsibilities:

• Worked closely with third party vendor in escalation, resolution, troubleshooting and maintenance of the various Manhattan systems
• Provided technical support on a 24x7 rotating basis
• Handled the tasks of installing patches, new Confidential releases, and system upgrades
• Ran Oracle database queries to fix problems with Confidential defects
• Reviewed and followed Standard Operating Procedures for supported Manhattan systems for application upgrades and recovery

Confidential, Cranston, RI

Lead System Specialist

Responsibilities:

• Technical Lead, Project Manager and Solutions Architect for Commercial Online Banking and Payment System Applications that use technologies such as Java, JavaScript, RSA, WebSphere, MQ, Unix (AIX), Linux (RHEL), Solaris, Windows Server 2008R2
• Mentored, trained, provided technical guidance for compiling procedural documentation to other team members as the Technical Lead
• Assisted in the planning and coordination of application debugging, testing, modification, configuration analysis, network analysis of all supported databases and applications
• Provided documentation for code deployments and system implementation as well as publish system technical documentation to the knowledge base for internal users
• Worked with technical teams to resolve related Confidential, hardware and performance issues
• Handled the tasks of installing patches, new Confidential releases, and system upgrades
• Responsible for developing and implementing disaster recovery plans
• Developed Oracle database queries to fix problems with system issues, debug customer traffic issues, identify bottle necks, and implement fixes for system issues
• Provided technical support on a 24x7 rotating basis

Confidential, Cranston, RI

Application Support Engineer

Responsibilities:

• Identified risks and recommended technical solutions to avoid potential impact in system availability
• Handled the tasks of installing patches, new Confidential releases, and system upgrades
• Responsible for developing and implementing disaster recovery plans
• Developed Oracle database queries to fix problems with system issues and implement fixes for all known issues
• Provided technical support on a 24x7 rotating basis

Confidential, Warwick, RI

Helpdesk Support Analyst

Responsibilities:

• Provided technical and desktop support for over 60,000 Confidential
• Mentored and provided technical guidance to other team members
• Performed upgrades, installation of Confidential and drivers and essential desktop troubleshooting

Confidential, Norwich, CT

Helpdesk Support Analyst

Responsibilities:

• Provided technical support for all Carrier-Bryant employees
• Performed work independently and through collaborations with other helpdesk support analysts

Confidential, Norwood, MA

Senior Helpdesk Support Analyst

Responsibilities:

• Provided technical support for 3,300 Corporate Confidential employees
• Performed Confidential installations/upgrades

Confidential, Canton, MA

Technical Support Specialist

Responsibilities:

• Provided technical support for Microsoft Outlook 97,98,2000 & Outlook Express for all Microsoft Outlook customers nationwide
• Provided high-level of call resolution