Computer Analyst Resume

CAREER SUMMARY

Lead computer analyst/help desk technician with twenty years of diverse experience with using andmaintaining various proprietary and industry standard software packages. These experiences include accounting (Accounts Receivable, Accounts Payable and Pay Roll), inventory management, technical writing, process improvement, quality assurance, education and training, survey management, mobile technologies, and hardware trouble shooting as well as help desk management. Excellent customer service, decision making, and problem solving skills as well as strong analytical, verbal, interpersonal and organizational skills.

Confidential,2010 – 2011
Computer Analyst Production Support

Electronic Records Express (ERE) Production Support technician; monitor and log System Generated errors produced within the ERE Production environment. Run SQL queries using DBVisualizer to capture errors, investigate the cause and resolve the errors. Worked directly with developer’s at Social Security Administration (SSA) and Lockheed Martin to trouble shoot the errors and to implement the appropriate fixes.

Responsible for providing support to customers at SSA, external users of the Production System and internal LM employees on Production issues.
Responsible for the monitoring and responding to the system generated errors.
Monitor defect tracking systems, Change Asset and Problem Reporting System (CAPRS) (for open tickets) and HP Quality Center (QC) (for defect tracking), then update those systems accordingly with status changes and resolution notes.
Attend all meetings, and create reports to update management on the status of open defects in QC and/or open tickets within CAPRS.
Responsible for design and preparation of documentation (Users Guide for Production Support and the User Guide for ERE Admin Console) as a deliverable to the customer, using Microsoft Office Suite 2007.
Hold Public Trust security clearance.

Confidential,2008 – 2009
Computer Analyst/Help Desk Technician

Directly responsible for 13 states and 1 US territory to provide ongoing support for all production sites; including the monitoring of error queues, the review and resolution of (CAPRS) tickets.

Work directly with developer’s to trouble shoot errors and implement fixes.
Worked with data/information that contained Personally Identifiable Information (PII) and Electronic Medical Evidence (EME). In dealing with EME, I had to manipulate XML data in order to push errant records through the system.
Providing production support for rollout of the Documentation Management Architecture (DMA) / Front End Capture System (FECS).
Provide production support for the DMA client applications.
Provide document support, for AeDib and nonDib documents, to the Office of Hearings and Appeals (OHA) and Disability Determination Service (DDS) sites.
Held Public Trust security clearance.

Confidential, 2001 - 2008

Software Customer Support Analyst/Help desk Technician

Directly responsible for the monitoring of daily activities for Insight Distribution Software running on IBM (RISC) UNIX based servers. This software ran all aspects for the beverage industry including the G/L, A/R, A/P, P/R, inventory management, sales reporting, sales and delivery using mobile hand held devices.

Using “Clientele” call tracking system our team was responsible for ensuring over 10,000 annually reported help-desk calls are handled properly and expeditiously by providing outstanding service to end-users through uninterrupted hardware and software support 24/7/365.
Frequently worked under own supervision on the second shift (1:00 pm until 9:00 pm EST) to ensure that all calls were handled in a timely manner.
Edited and updated database file records when data was corrupt or missing.
Created training materials outlining processes and procedures for both new computer analysts and the customers.
Analyzed and resolved software and data conflicts between local area networks and browser-driven software packages advising end-users on corrective actions.
Conducted quality assurance testing on new software.

Confidential,Hunt Valley, MD 1993-2001

1998 – 2001 Training consultant to auto dealerships performed the setups required to go live with the ERA software on new customer servers. This required working directly with office managers to setup the new servers to the auto manufactures specifications. Prepared documentation, training materials and trained the new users.
1993 – 1998 Software customer support analyst worked with users of the COIN Dealership Software. Worked with the end users to resolve database and training issues. Database issues required the editing and updating of system data. Provided training to the end users who utilize the COIN software.

EDUCATION & TRAINING

Computer Programming Certificate in UNIX Based Systems

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