Data Analyst Resume
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Chicago, IL
OBJECTIVE:
Seeking an Application Support Analyst position in a progressive and innovative working environment that allows me to excel in my experience, knowledge, and skills to successfully steward the vision of the organization and increase success.
SUMMARY:
- Strong service desk support experience
- Experienced in 24x7 systems/application/network support within the NOC
- Extreme sense of customer service and customer focus
- Strong strategic thinker and team builder
- Exceptional problem - solving expertise with attention to detail
- Ability to multi-task and work in a deadline / time sensitive environment
- Experience supporting application users via the phone, email, Internet
- Strong desire to learn and to be a contributing member of a high-performing team
- 7+ years working in data center/tech operations environment.
- 3 years of experience with SQL Server
TECHNICAL SKILLS:
- Unix, z/OS Mainframe
- TEC
- LDAP
- Netview 6000
- Patrol
- Latitude
- Tivoli
- NMC
- Formula
- Wily
- TBART
- Sitescope
- Silk Central
- Mercury
- Meeting Time
- Lotus Notes
- Active Directory
- SQL Server 2005
- Heat
- Remedy Gemini
- Active Batch
- OneNote
- DameWare
- NT Admin
- MOM
- DS Deploy
- BizTalk Server
- Commvault
- Word
- Excel
- Power Point
- Outlook
- Access
- Siebel Ebiz 2000
- IBM Websphere
- Siteminder
- Cognos
- Imformatica
- Windows 98/2000/NT
PROFESSIONAL EXPERIENCE:
Confidential, Chicago, IL
Data Analyst
- Support data collected for IOC by Local Claiming Entity
- Train software installation for customer access
- Import/Export Customer Data
- Troubleshoot all customers with data, and software issues
- Assist customers with reporting needs
- Train/Work with Program managers to ensure efficient program objectives
- Setup and test all data prior to importing into state production system
- Support Program Managers, and Local Claiming Entities
- Travel/On-sight for software, and data training during program start-up
- Complete standard departmental reporting forms (Expense, Ethics, and Weekly Work Load
- Reports)
Confidential, Pleasant Prairie, WI
Customer Data Support Analyst
- Support data collected through RPL’s proprietary C.A.R.T.S
- Train/Setup web portals for customer access
- Import/Export Customer Data
- Troubleshoot all customers with data, web portal, and mobile equipment issues
- Write necessary queries to extract or upload data for customers
- Assist customers with reporting needs
- Train/Work with field crews to ensure efficient use of the mobile devices
- Setup and test all mobile equipment before shipping out to field crews
- Send out for repairs/order new mobile equipment as needed
- Support RPL Systems Engineer
- Travel/On-sight for equipment and data support during project start-up
- Complete standard departmental reporting forms (Monthly Expense Reports, and Trip Reports)
Confidential, Milwaukee, WI
Incident Manager
- Monitor Operational Status of Systems
- Monitor the core business workflows critical to the business and customer base
- Monitor Platform technologies using a variety of tools and processes
- Prepare specifications for new applications and enhancements/upgrades to existing applications per business requirements
- Follow standard application development controls, processes and methodologies where applicable
- Create and maintain all required documentation per established processes and methodologies
- Conduct meetings with development teams to discuss priorities and status
- Work closely with teams within IS to develop/support system integrations/infrastructure
- Train and mentor less experienced colleagues
- Provide rotational after-hours support on a scheduled basis.
Confidential, Wauwatosa, WI
Technology Service Desk
- Second level first point of contact for Technology Services.
- Document, prioritize, troubleshoot, and resolve, all support contacts within problem management system
- Maintain quality standards through the use of established best practices
- Consulting and/or assisting end users with problem resolutions and requests.
- Consult end users with equipment/software purchases using approved standards.
- Work closely with cross sections of Technology Services to ensure optimal and efficient resolutions.
- Administering training to clients on various functions within the system
- Understanding of application architecture and technology infrastructure
- Maintaining, troubleshooting and enhancing our web sites
- Documenting systems and processes for internal users
- Strong written and verbal communication skills
- Experience with Web protocols (HTML, JavaScript and CSS)
Confidential, Lincolnshire, IL
Network Support Operator Center - Level 1 Engineer
- Proactive Systems and Applications Monitoring
- Availability Monitoring
- Problem Management
- Capacity Planning/Trend Analysis
- Performance Monitoring and Response Time
- Used proactive and reactive methods to identify events affecting the performance of any service
- Central point of contact in all workflows
- Monitoring the LAN/WAN and security infrastructures and performing first-level triage
- Monitoring intrusion detection systems
- Problem management support by the use of network management tools and problem ticketing systems
- Identification and resolution of network problems including circuit/telco issues, routing/connectivity issues, and application performance across the WAN
- Updating and maintaining network documentation
- Testing of remote access devices and connectivity
- Proactively monitor networks, networking devices, and customer connections
- Login to all network-connected devices: switches, routers, network servers with limited administration capabilities
- Reboot servers & closet switches when deemed necessary
- Initiating tickets with WAN providers as well as equipment vendors
- Investigate automated processes to insure backups are successful
Confidential, Lincolnshire, IL
Global Systems Operator
- Monitored the core business and customer status of systems and networks
- Drove multiple streams of activities at various sites within the enterprise, keeping the remote teams on task and on schedule
- Escalated new issues to the Problem Management Team for immediate resolution
- Communicated production outages to Business Technology Management
- Monitored platform technologies using a variety of tools and processes
- Facilitated and managed Rapid Response Team conference calls with multiple support teams
Confidential, Lincolnshire, IL
Information Systems Production Scheduler
- Monitored production resources on multiple platforms; provided third shift level 1-3 support
- Performed production job set up and simple to complex abend restart/recoveries of batch jobs using JCL and BMC's Control products
- Ensured all operation processes and procedures are followed and executed in a timely manner
- Promptly facilitated troubleshooting and document problem solving resolutions