SUMMARY:

• Accomplished Production Support Specialist with 10+ years of experience troubleshooting customer needs, incident resolution/ management, meeting SLA requirements, working in 24x7 environment, and resolving ticket issues in a SQL production environment.
• Monitored and troubleshoot Clients Billing applications Database environment via the BMC Remedy System daily basis.
• Ran scripts in the Client Database to resolve client issues in the Production Environment via /SQL.
• Lead Migration for customer’s asset management systems from HP’s legacy SDA environment to HP’s new SRA environment
• Analyzing and documenting the required data and information.
• Being able to effectively communicate with external clients and internal teams to deliver.
• Supported BMC Remedy 7.6/Digital Workflow for over 250 Clients
• Served as a liaison and SME and responsible for providing expert technical product support to clients, as well as troubleshooting complex software application via Incident Management Ticket issues quickly and effectively.
• Provided database information using customized queries via Script Runner.
• Production Support 2nd Level Support agent for Digital Workflow and implemented data standards, data governance policies and procedures.

TECHNICAL SKILLS:

Client Interface: R.E.M./BESSy, BMC Remedy, Vantive, Digital Workflow, Peregrine, HP Asset Manager, HP Service Manager

Operating Systems: Windows 98 / 2000 / XP

Software: MS Access, MS Excel, MS Power Point, Microsoft Reporting Services, Share point, and TOAD, SQL Developer

PROFESSIONAL EXPERIENCE:

Confidential, Auburn Hills, MI

Schedule Analyst

• Work closely with Closing Coordinator.
• Receive calls from customers who is buying back or trading in their cars.
• Establish and maintain effective working relations, communication and coordination with personnel and management: Assist and support coworkers as needed.
• Maintain availability of closing appointments via system.
• Monitor closing schedule via system.
• Ensure offer coordinator has paperwork in proper order for specialist.
• Work closely with Third Party Vendors across the country.
• Understand business processes and strategies.

Confidential, Champaign, IL

Application Support Specialist

• Served as a Tier 2 liaison responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems. Provide principal technical support for end users by providing individualized and personalized attention.
• Analyzing and documenting the required data and information.
• Worked with the CAB on known issues or defects when an Incident was submitted through Remedy.
• Monitors and troubleshoots Clients billing applications using their Databases environment via the BMC Remedy System on a daily basis.
• Followed up with Clients and Developers as needed to resolve technical issues and update clients on progress toward resolution.
• Being able to effectively communicate with external clients and internal teams to deliver.
• Primary responsibility to provide excellent customer service to every customer, every time, in a timely fashion.
• Prioritized workload, providing timely and accurate resolutions and meet my Service Level Agreement.
• Escalated Clients Severity 1 and or 2 BMC Remedy tickets to Developers.
• Develop and maintain strong relationship with business partners and internal / external team members.
• Provided periodic on - call coverage after normal business hours, weekends and / or holidays to ensure minimal outage time and superior service.
• Effectively managed Major Incidents by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge and group chat, provide internal and customer communications, and perform management escalations.
• Ability to resolve minor conflicts/issues using different tactics for prior to escalation.
• Being an interface between technology teams, support teams, and business units.
• Ran scripts in the Client Database to resolve client issues in the Production Environment via / SQL.
• Provided database information using customized queries via Script Runner.
• Submitted reports via the Service Now system for Clients as needed.
• Ensured that developers are giving attention to escalated detailed expectations for clients.

Confidential, Mossville, IL

Project Management Analyst

• Planned, directed, or coordinated activities for any other non-IT based project. Knowledge of business and management principles involved in strategic planning, resource allocation and production methods.
• Served as a Business Unit Liaison of the Conflict Minerals team for Cat’s on reporting project to comply with Conflict Minerals reporting in compliance with Section 1502 of the Dodd-Frank Act.
• Provided in-depth supply chain visibility by collecting part data for 3,136 Conflict Minerals suppliers designated as having or potentially having 3T&G (Tin, Tantalum, Tungsten, & Gold) Conflict Minerals.
• Analyzing and documenting the required data and information.
• Worked with contacting global suppliers to identify and validate reporting contacts within supply chain.
• Being an interface between technology teams, support teams, and business units.
• Managed project tasks, scope and timeline. Monitoring data quality.
• Implemented data standards, data governance policies and procedures.
• Worked with global Cat buyers to identify and validate part / supplier relationships within supply chain.
• Provided weekly updates including project milestones.

Confidential, Pontiac, MI

Workflow SME

• HP Service Manager Workflow Engineering.
• Lead Migration for customer’s asset management systems from HP’s legacy SDA environment to HP’s new SRA environment.
• Managed requirements meetings to gather / define data needs via Incident Management.
• Gathered, compiled and deployed data using the HP Load Data Spreadsheet (LDSS).
• Constructed customer data to meet Service Management requirements. Data cleaing.
• Work with team members to understand the needs of the project.
• Deployed customer data using HP workflow and the Onboarding Tool.
• SME support to PM’s, Account Team and Multiple Process Teams.
• Utilize the Share Point to update Daily / Weekly Tasks.
• Developed and maintain strong relationship with business partners and internal/external team members.
• Updated the Account Team and PM on a weekly basis of my tasks.
• Scheduled Meetings via MS Outlook with the Account Team and PM as needed.
• Coordinated schedules with Members on the Account Team.

Confidential, Warren, MI

Clerk/Review Coordinator

• Compile and distribute WPC review minutes and the agenda for WPC meetings. Schedule and conduct kick-off meeting for new 100% launch.
• Develop, plan, and evaluate warranty projects for launch and current production vehicles for warranty parts reviews using the Global Warranty System.
• Develop, consolidate, and distribute pertinent vehicle warranty information from multiple sources into a weekly and a monthly report to program engineering managers, vehicle chief engineers, and executive directors.
• Assign and update Design Engineers’ and Supplier contacts to parts/labor codes.
• Select Part from Orion WPC from shipment to Warren WPC.
• Receive and organize parts for review.
• Facilitate WPC reviews in conjunction with PEM/Vehicle Chief Engineer.
• Special or unusual projects as far updating data for Asset Recovery. Develop system to sort, store, ship, and sell parts for Asset Recovery.
• Coordinate return/testing for NTF parts from follow up review and program team (report out results to program team).
• Ship parts to suppliers for analysis as requested.
• Scrap parts as required - use recycling if possible.
• Assess parts that should be tested.
• Work with technicians to get parts tested and documented.
• Maintain parts on return list, including appropriate breakpoints.
• Work in conjunction with DE’s/Suppliers on proper testing procedures and results.
• Coordinate parts pick up for engineers, Suppliers and Red-X

Confidential, Auburn Hills, MI

Infrastructure Associate/Report Support

• Implemented and Supported Multiple Accounts via Peregrine Software.
• Accountable for execution of client implementation projects in Vantive Help Desk.
• Receive phone calls from the 1st Level Helpdesk to resolve 2nd level Incidents and problems.
• Provide technical support and insight during pre-launch, implementation and post go-live.
• Supported a Globally used tool called BMC Remedy Digital Workflow for over 250 Clients.
• Responded to tickets in severity order to create/update/deactivate Operator ID’s, Assignment Groups, Notification Alerts and resolved user problems and error messages as a 2nd Level Support to ensure the system and the users are able to use the system at its’ best within strict SLA - Service Level Agreement timeframes.