Programmer Analyst IV Resume US - Hire IT People

SUMMARY
Flexible Production Support Engineer with extensive background supporting IT systems on a 24/7 basis in the wireless communications industry. Technical team lead responsible for supporting various systems. Experienced working with CRM applications and software development, for systems in production environment. Proven record collaborating with teams in Brazil, India, and UK.

PROFESSIONAL EXPERIENCE

Confidential,Lonetree, Colorado 2002 - 2009
Enterprise Services Systems Analyst II (2005 - 2009)
Technical team lead for offshore team in Brazil responsible for Tier 1 and 2 support for more than 20 Customer Finance Applications including Revenue Life Cycle, Sales Support, Treasury (Cash Management and Investment Management), Credit, Collections, Accounts Receivable, Payment Ops, Lockbox and Fraud Application (Minotaur).

Selected for Excellence Award for Customer Service Management (called Ensemble) Hot Fix for latency when transferring funds from Exception Control Accounts (ECA). This resulted in smooth flow of fund transfers in a timely manner.
Received “Be the Reason Award” in recognition of contribution to the Business Customer Services Organization. Supported Finance and Sales teams by fixing a production issue well beyond the call of the hour, resulting in retaining two major customers, FedEx and ServiceMaster.
Maintained high percentage level (99%) of availability of all applications at 50% staff level by additional monitoring and timely corrective actions.
Trained new offshore team members on applications, in three months, to work independently in a production environment on a 24/7 basis.
On-call 24/7 without exception for more than one year for a major application, Minotaur Fraud System, until offshore team from Brazil joined.
Proactively resolved issues pertaining to external customers and subscribers, though it was not within the scope of the team’s responsibility. Stopped major clients and customers from moving to competitors.

Programmer Analyst IV (2002 - 2005)
Tier 3 Support for all Applications of Customer Finance Services (CFS), including Nextel Enterprise Workflow Tool (NEWT). NEWT was a major Vantive (PeopleSoft) CRM Application. Support was in accordance with Production Support trouble management SLAs for P1, P2 and P3 tickets. Supported break-fixes and minor enhancements, as required by the business users.

Played key role in Fraudbuster application conversion to the newly acquired Minotaur from the UK.
Participated in Full Development Lifecycle of new Treasury application, Automated Treasury Module (ATM). Collaborated with external vendor CEI and achieved implementation within the budgeted time.
Supported NEWT post-Ensemble (from TRIS) conversion 5 in 3Q02 to rapidly resolve any conversion issues which impacted NEWT users.
Supported new CFO, Care and Fraud IT projects (e.g., Fraud Filter, Fraud Dashboard) as a team member representing production support’s requirements. Ensured supportability of design, participated in QA to review test results and supported implementation through 30-day warranty period and successful turn-over to IT Production Support for ongoing maintenance.
As PS and development member, took ownership of additional task and participated in full scope (along with SA, DBA, Customer and PM) in the design, documentation and establishment of Disaster Recovery, Business Impact Analysis and Application Recovery Procedures. This was accomplished well within the stipulated time frame.

Confidential,Pleasanton, California 2001
Staff Consultant CRM
Involved with projects implementing PeopleSoft 8 CRM using People Tools. Clients were from the hard disk manufacturing industry and information services.

Configured Software at customer’s site within the stipulated time without delay.
Trained customers on new CRM application, ensuring operation and usage was without issue from day one.

EDUCATION AND CERTIFICATIONS
Confidential,Ghaziabad, India
B.S. Electrical Engineering, Confidential,College, Warangal, India
PeopleSoft Certified Consultant in PeopleSoft 8 CRM
Microsoft Certified Professional: Installing, configuring and administering Windows2000 Server

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