SUMMARY:

• 10+ years of experience in IT with Database, Automation, Scheduling, Application & Production Support.
• US CITIZEN with ACTIVE SECURITY US Govt. SECRET CLEARANCE
• Strong expertise with Nationwide corporate clients for Finance, Investments, Banking, Insurance, Mortgage, Utility, Retail & in Government sectors.
• Advanced analytical skills with attention to detail and accuracy for reporting & documentation.
• Demonstrated ability to build global and offshore team relationships and maintain positive client expectations.
• Local with exceptional verbal, written, virtual (Webex/GoToMeeting) & interpersonal communication skills.
• Bachelor’s & Associates Degree in Computer Science & Technical Management.
• Syracuse University IT Certification and SAP Hana and Implementation Overview from SAP.
• Lean Six Sigma Service Excellence Yellow Belt & ITIL from Credit Suisse, Trained in A+, Network+, CompTIA, Oracle 11g from Syracuse University VCTP.

SKILLS:

• SQL Server Management Studio PLSQL Developer MySQL Oracle SQL Developer  Putty SSH Filezilla Informatica PowerCenter Workflow Monitor Informatica ETL
• Service Now Salesforce Remedy ARS LANDesk theGuard Active Directory Remote Desktop Tools Citrix GoToAssist Norton Ghost Mini Tab Spong SAP Front End SAP HANA Cisco Secure ACS SecureSync Quality Center HP ALM (application life cycle mgmt.)
• Operating Systems: UNIX, Linux, MS DOS, Windows All (NT, XP, Server2003, Vista, 7), Mac O/S.
• Software and Web Applications Microsoft Office MS Word MS Excel Pivot tables VLOOKUP MS PowerPoint MS Access MS Visio MS Outlook Google Drive (Docs) JAVA programming C++ HTML Lotus Notes Shell scripting Assembly Language Android Mobile Applications
• Assembling Computers

WORK EXPERIENCE:

Application Support Engineer

Greensboro, NC

Responsibilities:

• Monitor & schedule SAP batch jobs and contribute in process improvements for supporting Daily General Ledger.
• Work with Technical & Business management, attend daily Scrum meetings & create Requirements, Design & User Acceptance Testing documentation as applicable.
• Batch processing, altering files & scheduling process as needed by business using CA Workstation, AutoSys.
• Investigate UNIX and ETL Informatica error logs to bring daily batch processes back on track.
• Use multiple tools to triage issues & drive issue resolution (application and environment) across multiple support teams.
• Working knowledge of SAP Hana functionalities and with FI modules like ECC, GL, AP, AA.
• Perform Incident Management by responding to case workflow for tickets in ServiceNow & Remedy in the order of impact, number of users affected and the overall potential effect due to data discrepancies and SLA breaches.
• Manual testing, report defects, bug tracking, create test cases in Excel and upload to ALM. Track requirements documentation & UAT in JIRA and Rally based on individual Project needs.
• Create custom reports leveraging Pivot tables, Vlookups & Macro code in MS Excel.
• Follow ITIL best practices and assist team leads in preparation of runbook for year - end & month-end processes.
• Support Product Owners and transfer data files & FTP using WinSCP.
• Utilize MS SharePoint for communications and MS Access for reporting as needed.
• Track and maintain all tasks for resourcing and project data in Clarity PPM.
• Ensure proper adherence to Enterprise Project Standards for regulatory audits and compliance.
• Coordinate with large groups of application and technology team members & higher management on day to day maintenance, quarterly maintenance and full product release SDLCs.

Production Support Engineer 

Morrisville, NC

• Responsible for the proper Extraction, Transformation and Loading process for 8 applications that act as an intermediary between several up - streams and down-streams. Investigated data quality issues and made necessary amendment as required by business on both UNIX backend and on the database/ RDBMS (Oracle, PLSQL, MSSQL).
• Debugged Shell scripts and identified data errors from scheduled jobs and session logs in Unix and Informatica.
• Performed DML operations (Update, Insert, Delete) and hot fixes as directed by Dev team and assisted users in generating reports manually per business needs.
• Regularly navigated and grep through various comma or pipe delimited, .gz flat files and folders in UNIX using command line and Vi editor as needed to validate and correct the quality and integrity of data.
• Monitored scheduled batches, workflows, tasks, sessions on Informatica and Control M.
• Manually FTPing files via cmdline and UNIX to required servers when needed so that they can be loaded into the database staging tables.
• Utilized Lync to better understand and resolve issues faced by front end users, performed root cause analysis and documented reports and tickets detailing user experiences, expectations, bugs and anomalies to offshore dev teams, BA and management, following ITIL best practices.
• Performed Incident Management by responding to incidents based on criticality in the order of what is impacting/ impacted, number of users affected and the overall potential effect due to data discrepancies and SLA breaches, then notifying the expanse of groups affected over SIN/PRB.
• Actively involved with DevOps team and coordinated Planned Outages such as Releases, DR activity, Quarter End (QMW) and Year End activities.

Data Support Engineer

Morrisville, NC

• Performing at above 60% average, was awarded top ticket closer for five consecutive months, thereby greatly contributing to case backlog reduction for the first time in over a year.
•  Supported server/software technologies that make up a Regional Network Interface for Smart Grids across the country.  
• Assisted customer I.T. departments with Linux/UNIX server administrative diagnostics/repairs, Network troubleshooting, and software bug reporting. 
• Performed back - end database analysis of metering data on MSSQL, MySQL and Oracle, and verifying its interface with front-end web applications used by utility billing departments as well as for creating reports. 
• Remotely aided project managers, distributors, and field personnel in troubleshooting new Advanced Metering Infrastructure deployment and RF communications equipment. 

IT Support Engineer

Durham, NC

• Monitored SAP PROD, QA and DEV systems on Windows and Linux based servers using Control M & Spong ( network monitoring tool ) for 249 major global clients and Fortune 500 companies including, Energizer, Georgia Pacific, Coca Cola, Arizona Chemical, BSN Medical, NBA etc. on a regular basis. 
• Managed a foreign team of 16 personnel in India that comprised of real time supporters (RTS) and SAP Basis supporters on daily operations and developments. 
• Initiated Critical Issue Broadcasts on severe production incidents and documented situation reports for the Director and affected teams and client. 
• Managed user accounts and group rights on Active Directory, LanDesk, SAP, SAP Business Objects, and Cisco Secure ACS. 
• Set up SAP Printers and created SAP transports and push them through if stuck in flow process.  
• Experienced working in a cross - functional matrix environment utilizing GitHub & Jenkins for team coordination and release.
• Maintained backups on tape media and prepare tapes for offsite storage at Iron Mountain using SecureSync. 
• Prepared Cricket backup reports for TSM servers and NetApp storage reports monitoring the growth of disk space on both physical and virtual drives. 

Admin, Ops & Logistics Specialist

Responsibilities:

• Created a computerized training tool demonstrating the use of the Government Financial Deposit System, OTCnet. (COTS). It was distributed throughout Fort Bragg as it was a simplistic delineation of the process. 
• Developed an automated method for property tracking and revised methods of documenting, record keeping and filing that facilitated data to higher management with increased accuracy and accountability. 
• Experienced in using commercial - off-the-shelf (COTS) & military off-the-shelf product (MOTS) software packages to perform computer operation commands on various systems and network platforms utilizing Control M monitoring. 
• Implemented budget control and asset management techniques for making progressive advancements to achieve 99.5% of operational goals with minimum loss or waste of assets, inventory, time and manpower. 
• Coordinated military resources by designing a database to support inventory management system for reconstitution and reconstruction activities by projecting time, labor and material requirements while maintaining proper accountability controlling a total inventory of US $3 million. 
• Contributed in shaping and standardizing processes for maintaining performance and output by conducting periodic inspections, quality control and actively involved in coaching and group presentations. 

U-Verse Tier III Team Lead

Dallas, TX

• Ranked top in Customer Satisfaction & Product Promotions for 3 consecutive months.
• Built a research team consisting of Tier II and Premise Technicians for resolving static issue on video. Used our data in resolving AT&T U - VERSE video feed issues. Prepared a training class with interactive presentation for 60 Tier II personnel in issue resolution based on our research. 
• Simulated user problems and devised effective solutions for resolution and implemented it in group trainings to improve overall team's performance by removing operational difficulties and increasing customer retention. 
• Assisted in Installation, configuration, testing, maintenance, monitoring and troubleshooting of end user workstation hardware, software, peripheral devices, and cabling. 
• Assisted Repair Technicians with line evaluation, field equipment such as VRADs, DSLAMs and NIDs testing, provisioning, issue interpretation and resolution. 
• Trained in FTTP (Fiber to the Premise), FTTN (Fiber to the Node), TCP/IP, POP3 and LAN. 
• Maintained security solutions, including firewall, anti-virus, and intrusion detection systems. 
• Experienced with the AT&T applications including SAP, CRM, product life cycles and BRD, FSD documentation.
• Monitored internal daily batch scheduling on Control M.

Math Tutor

Irving, TX

• Provided personalized and advanced group sessions for the following subjects:  
• • Algebra • College Algebra • Differential Equations • Calculus 1 • Calculus 2 
• • Chemistry 1 • Chemistry 2 • Photoshop • MS Word • MS PowerPoint