SUMMARY:

• Are you looking for a seasoned Software Analyst with client facing technical support skills? I am currently employed as an Application Support Engineer working with internal technical teams but looking to find a fulltime client facing software support role in Alpharetta, GA. Previous roles included Client Application Support experience in finance, healthcare, and compliance positions. The attached summary of my qualifications demonstrates my preparation for employment.
• I have developed detail oriented documentation, problem solving, decision making, analysis, and technical skills through Business Analyst position at Confidential (FIS), Sr. Client Services Analyst position at Confidential (TSYS), Software Support Analyst at SAI Global, and currently Application Support Engineer at Confidential .
• My work history demonstrates a solid background supporting SaaS applications including managing client/vendor relationships, communicating business and technical support solutions, coordinating midsize to enterprise wide projects for new software implementations, as well as providing internal technical SME assistance in order to expedite issue resolutions.
• Former and current employment has provided me with considerable hands on training and exposure to all phases of new and existing SDLC implementations including:
•  Administering data integration and configurations following initial project design and analysis
• Technical skills include backend research using SQL, UNIX log, Batch troubleshooting and minor scripting, GUI and backend functionality QA testing, SOAP/MQ/API calls, managing code migration via version control, etc
• Facilitated and provided guidance to both clients and internal teams related to issue resolutions via research and client requirements gathering meetings.
• Organizing and leading support resources for planned and unplanned software deployments
• Conducted quality assurance and environment validations before and after initial software deployments, development code enhancements, and new release implementations
• My work experience has provided opportunities to work with a variety of technology applications including CRM, Compliance, and Payments software demonstrating the ability to learn new technology quickly and to hone my technical and communication skills to enable me to clearly articulate technical and business information to the appropriate audience.

TECHNICAL SKILLS:

Languages: MySQL, Postgres SQL, HTML, XML, PHP, VXML

Methodologies: Waterfall and Agile (Scrum)

Databases: Oracle, MySQL, Mainframe, MS Access

Servers: Websphere JVM’s, MQ, Oracle DB, clustered environments

Tools: TOAD, SQL Developer, PUTTY, JIRA, SOAPUI, XMLSpy, Fasttest QTP/UFT, Quality Center, HP ALM, Putty, WinSCP, Beyond Compare, CA7, Dynatrace, ITM, NMON, rfhutil

Standard Office tools: Microsoft Word, Excel, Power Point, Access, Visio, text editors such as WordPad, Notepad, UltraEdit, Textpad, Outlook. Lotus Notes, Sharepoint, Confluence

Platforms: Windows 7, XP, Linux, UNIX, AIX

Networking/Protocols: TCP/IP, FTP, HTTP, NDM

Ticketing and Source Control: Parature, Service Manager, JIRA, Quality Center or ALM(HP), and VersionOne, Zendesk, IBM Itportal, Access Request, Self-Service Portal, Harvest

Specialty Software: ROZA (GPP deployment tool), Melita automatic dialer (Call center software), and IVR (Integrated Voice Response), CONNECTIONS (CRM software)

Industry knowledge: Payments industry organization and technology such as authorizations, settlement transactions, and Association compliance, ACH, Healthcare GRC, familiarity with CMS process, PCI, etc

WORK EXPERIENCE:

Confidential 

Sr. Application Support Engineer

• Currently I support a new payments software platform (Global PayPlus GPP) designed to streamline payments processing from multiple applications within the bank. My primary responsibilities are to design, integrate, and lead efforts to train Production Support and front end Operations teams.
• These efforts include becoming an SME via formal vendor certification, daily testing (ALM), participating, organizing, and leading shared service teams for multi - layered environment buildouts utilizing MQ, WAS, and DBA vendor teams.
• I also perform hands on daily troubleshooting efforts utilizing UNIX, SQL, WAS console monitoring, and minor shell scripting for batch jobs. Another key deliverable is building documentation geared to train support teams to support new vendor related software functionality and configurations.
• This includes understanding how issue reporting is initiated and maintained via multi-layered ticketing system using (ITIL framework), Access Requests, Product Overviews, and Application Playbooks.
• I have access and experience with deployment tools such as UNIX, ROZA(Web Application Server vendor related deployment tool), WAS console, submitting Harvest code migration request, including participation with standard release team calendar deployment scheduling, updating minor batch shell scripts, and managing CA7 job schedules.
• Much of my time is spent organizing and leading efforts with onshore/offshore vendors such as IBM, Infosys, and Cognizant as well as internal teams such as infrastructure, middleware, release management and our onsite vendor team (FundTech/D+H). I serve as the primary contact and troubleshooting support analyst for 12 environments including production.
• I am responsible for delivering and validating new vendor releases, scheduling deployments, managing configuration changes, version migration, and troubleshooting and escalating incidents.

 Confidential

 Software Support Analyst

• I supported a Healthcare Governance, Risk, and Compliance (GRC) audit software application that required advanced technical knowledge of organized Quality Assurance techniques, a clear understanding of Agile SDLC development process, and a keen awareness of current client/vendor relationship status.
• My primary responsibilities required technical troubleshooting, QA testing, documenting, conducting weekly client training, and collaborating with business and technical client administrators, internal QA and Dev teams, as well as Account Managers and Client Services teams.
• I was expected to be an SME for our Claims Auditor module and triaging all technical related issues related to claims, audits, and associated workflows while managing daily client question and issue resolutions related to our 10 primary application modules.
• Required to take a consultative approach to client needs by gathering client requirements, assessing the client needs vs existing capabilities, and developing solutions.

Confidential 

Senior Client Services Analyst

• I provided accurate and timely updates related to all aspects of client production relationships, including leading daily communication, problem solving, risk assessment, and issue resolution discussions across Development, Systems Administration, Database Administration, Project Management and Technical Operations teams, in order to meet client deliverables effectively.
• I was responsible for documenting daily issue resolution task updates via internal ticketing systems as well as providing daily technical assistance to both internal teams and clients.
• My responsibilities included providing feedback regarding future application enhancements to the Product team. I was expected to operate within the framework of company IRM guidelines, while facilating critical communication between clients and technical teams during scheduled maintenance windows, product release windows, and unplanned system outages.
• Client Issue resolution was expedited through my use of SQL to verify data issues, test system functionality, and regression testing using backend QA tools and front end GUI‘s. Responsibility included providing evidence for action via creation and execution of test cases. Positional duties required me to manage workflow between various technical teams by ensuring all analysis and assigned responsibilities were coordinated and validated.
• A thorough industry and business knowledge of the card industry was required regarding core Prepaid card functionality such as authorizations, settlements, association (ex. VISA or MasterCard) requirements, and financial impact analysis.
• The job requirements insisted I have a full understanding of client business and technical needs, objectives, and expectations via SLA’s and daily client system utilization knowledge.
• I simultaneously represented both client and employer needs to provide win-win resolutions. I chaired multiple weekly internal and client update meetings articulating active ticket progress, meeting coordination, communicating responsibilities, and ensuring appropriate follow-up activities were completed before an issue was resolved.
• I was responsible for organizing, testing, monitoring, and implementing new clients into our Integrated Voice Response (IVR) application as well as analyzing, documenting, troubleshooting production issues, and optimizing call flows for existing clients.
• I was a project lead for migrating new clients to new Bank Bin programs, creating both formal and ad-hoc reporting to internal teams and external clients, executing, troubleshooting, and supporting API testing, and asked to lead various client related projects and provide internal training. I also created process controls via work flow optimization analysis to streamline client implementations and coordination activities. Positional expectations included SME knowledge regarding all client and cardholder facing applications as well as understanding current and future technology capabilities that drove the business needs.

Confidential

Business Analyst

• This position was a Production Support BA (not a design related BA). I provided timely resolutions for our 170+ member financial institutions utilizing our patented Customer Relationship Management (CRM) software. Responsibilities included gathering client reporting requirements then creating management reports utilizing SQL knowledge, providing internal support for new software implementations, manipulating spreadsheets for data integration and uploaded csv files, conducting QA for client initiated direct marketing campaigns, assisting managers with setup and tracking incentive plans for member institutions as well as facilitating configuration of new employee performance plans.
• I was selected to manage the team implementation calendar providing internal communication regarding high priority projects. I was tasked to manage 25 plus
• Client Credit Union Implementation Project, and organize client data for Quality Assessment project, while maintaining daily responsibilities.
• My daily responsibilities included providing timely resolutions and effective communication via internal ticketing system, developing creative solutions for difficult client issues daily, presenting scheduled and impromptu application training to clients weekly, and facilitating effective communication between our data engineers and institution operations officers for continued data improvement. I also provided analytical as well as technical assistance to VP’s regarding management reports.