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Technical Support Resume Profile


To transition my skills and experience into a new position within the Software, High-tech, retail or Pharmaceutical industry with responsibilities and challenges that will offer growth.


Extensive knowledge and experience in computer science and information systems with emphasis in business integration to solve problems, increase efficiency, and save money. A Strategic planner for futuristic computer applications and system integration, with an wiliness to go the extra mile to accomplish objectives.


1. Project Management

2. System Administration

3. Process Improvement

4. Program Development and Implementation

5. Policy/Procedure Design and Introduction

6. Research/Evaluation/System Analysis

7. Documentation Policy

8. Error capturing programming and technique




  • Trading partner configuration in Sterling Integrator SI
  • Monitoring EDI production processes in SI.
  • Analyzing failed inbound/outbound business processes within SI to determine root cause of failure and assigned to correct resource group.
  • Troubleshooting of EDIFACTS, SAP IDOCS, 810, 850, 856, 860, 852, 820, XML etc..
  • Manage Migration of 500 Trading Partner from legacy FTP process to SFTP and FTPS for direct connect.
  • Developing and implemented test plan for SFTP/FTPS migration.



  • Mapping, X.12 EDI transactions EDIFACTS, SAP IDOCS, 810, 850, 856, 860, 852, 820, XML etc..
  • Utilize GIS 4.3 mapping using application integration AI mapper .
  • Creation of business process in GENTRAN Integration Suit 4.3.
  • Administration of GENTRAN Integration Suit 4.3.
  • Configuration and setup of trading partners within the GIS 4.3.
  • Installed and configure of GIS 4.3, Sterling Integration Suit 5 series on Unix/Lunix environments.
  • Coordination and implementation of trading partner testing and production migration with VANS.
  • Participates in the full systems life cycle and is responsible for designing, coding, testing, implementing, maintaining and supporting software solutions that are delivered on time and within budget.
  • Participates in discussions with customers, business analysts, and team members to understand business requirements that drive the analysis and design of quality technical solutions.
  • Provides on-call support as needed 24 X 7 .
  • Administration and implementation of AS2, HTTP, SFT, FTP solution utilizing VLTrader, LexiCom.
  • Shell and Perl script creation.


EDI Administrator

Responsible for the maintenance, administration and upgrade of a Unix base Sterling Commerce GENTRAN EDI system that containing 3133 trading partners and managing an average transaction volume of 800,000 per day.


  • Mapping, X.12 EDI transactions EDIFACTS, SAP IDOCS, 810, 850, 856, 860, 304, 300, 310, 315, 322, 997 .
  • Utilize GENTRAN 6.1 EC work bench Visual mapper application to create EDI maps
  • Implementing new trading partners designing and creating new data flow within the EDI system.
  • Provide technical support onsite/remote for production systems as required optimize performance through tuning and proactive monitoring.
  • EDI development project planning and augmentation of project amongst offshore developer and team member.
  • Experience and understanding of software engineering lifecycle process.
  • Communication of issues and EDI system status amongst senior management daily.
  • EDI capacity planning utilizing Oracle generated reports.
  • EDI dash board development to track life cycle of data volume.
  • Development of effective documents, including user manuals.
  • Educating user community on EDI system process and updates.
  • Conduct WEBEX session leading in the communication of system changes and new deployed applications view by integration project managers and sales force.
  • Implement and maintain EDI department change control process.
  • Analyze, create and communicate business cases with peers to improve system efficiency.
  • Cyclone AS2 Trading partner configuration and administration.


EDI production and development lead responsible for the maintenance, administration and upgrade of a Unix base Sterling Commerce Gentran EDI system that contain over 200 trading partners and average transaction volume of 30,000 per day.


  • EDI development project planning and distributing project among team member.
  • Daily monitoring and audits utilizing SAP GUI and web base report created by me to quickly expedite the process by which the group monitor the flow to ensure no loss of documents during translation.
  • Creation of Unix application tools that enable the group to reintroduce non-translated data back into the EDI flow.
  • Unix AIX RS/6000--Plan developing and maintaining EDI/EC environments, including upgrade and installation and the configuration of interfaces to SAP R/3 systems and Oracle.
  • Mapping, X.12 EDI transactions EDIFACTS, SAP IDOCS, 810, 850, 856, 860, 304, 300, 310, 315, 322, 997 .
  • Implementing new trading partners designing and creating new data flow within the EDI system.
  • Creation of real time alerting, error capturing, data retrieval and transporting FTP processes utilizing Perl/Korn Shell.
  • Developed and maintain Tracking And Tracing e-commerce web base applications utilizing ASP, PL/SQL and Perl DBI modules.
  • Developed and maintain EDI warehouse supply chain interfaces.
  • Adjustment of data manager scripts to reflect real time system failure utilizing e-mail and pager.
  • Improving on current processes with the aim of reducing the complexity of each data feed, therefore freeing resources, which allow for future development.
  • Responsible for all process in production and it development and securing of all documentation detailing the flow of all processes.


EDI programmer analyst responsible for the maintained upgrade and support of a Unix base Sterling Commerce Gentran system, which has of over 2000 trading parting and processes over 10,000 transaction per day running on a AIX RS/6000 system.


  • Mapping and translation of 850, 860 and 997.
  • Unix --Shell Script modification of Gentran system scripts.
  • Creation of Korn/Perl script and modification to Gentran script.
  • Maintain and update the companies Internet and Intranet Web site.
  • Implementation Guide creation for all new vendors.
  • Point of contact for all EDI vendors related problems.
  • Developed companies first Intranet web site with database and reporting capabilities using ASP. Also created advance Access Database program to monitor data flow to verify 997 acknowledgements.


Work with users to resolve advance software and hardware problems escalated by 1st level technicians. Research, work along with 3rd level support and document software bugs and provide solutions. Development of the first intranet web site knowledge base designed to assist 1st level technician and UPS client with quick problem resolution.

Position: 1st Level Lead Technician/Technical Support

  • Responsible for 10 first levels Help Desk Technician.
  • Responsible for maintenance of technician skill level and evaluations
  • Assist technicians in a Help Desk environment to resolve customer software and hardware related problems, Assist and develop new employees technical skill level through one-on-one certification process.

Position: 1st Level Technician UPS Help Desk 3/95

Duties: Resolve UPS shipping software and hardware related problem in a timely manner along with assistance from UPS customer and logged these call in each problem in the Expert Advisor database helpdesk management information system.



  • Include testing, troubleshooting digital electronic communication devices. Examples, router bridges, T1 and T2 high-speed router switching systems.
  • Aid on design and deployment of new communication products into production then create and published the test documentation for these products.
  • Designed and implemented the inspection procedure for the Quality Department incoming and outgoing department of all products to meet ISO 9000 standard and developed a database to track and produce reports to reflect the process.


Maintaining residential and industrial facilities. Installing industrial control systems such as limit switches, electric eyes, proximity switches, magnetic starters, wiring electric motors including high horsepower, 220 volt and 480 volt three phase systems running pipe and pulling wires also bending Conduit. Ability to work at high heights both indoors and outdoors using a motorized man lift.


Software: Unix AIX RS6000 , VI Editor, Unix Korn Shell, Perl Scripting, Perl DBI, Perl CGI Scripting, Oracle 8i, PLSQL, JavaScript, ASP, Microsoft FrontPage 2000, ColdFusion Studio, Win NT 4.0 work station/server, Gentran Server 5.1. Lotus Suite, Microsoft Office 97 Access, Excel, Word, PowerPoint . Also, Microsoft Image Composer, Adobe photo PhotoShop 5.0, Coldfusion HomeSite, SQLSQL server 6.5, Web Browsers Internet Explorer and Netscape , Siebel 7 incident management application.

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