• Level 1 and 2 global post-sales customer support via telephone, email or WebEx for JD Edwards EnterpriseOne Financials (Accounts Receivable and Address Book). • Provided solutions for technical and non-technical questions and issues maintaining a high level of customer satisfaction and closing 18+ cases a month. Effectively managing a queue of 15-20 active cases at any one time. • Revise existing documentation and create new knowledge documents when there is limited or no supporting documents for customer issues.

Application Specialist - AIX, HP UX, Linux, Solaris 2007 – 2015 • Ensured monthly batch generation and accuracy of customer invoices ($150 to 200 Million) meeting corporate SLA’s and the online presentation of those invoices including the daily processing of online customer credit card payments. • Proactively monitored applications and system health responding to any issues 24x7 identifying root cause and performing problem resolution to ensure corporate availability metric of 99.99% was maintained. • Supported ongoing corporate releases by effectively coordinating, managing, and implementing releases from acceptance thru production. • Successfully converted 3 online applications from WebSphere Application Server v6 to either version 7 or 8. • Liaison between users, Business Operations, IT Dev, etc. effectively managing incident reporting (ticketing) system by updating and tracking the status of tickets, facilitation of any meetings, crisis (outage) calls, communications and resolutions. • Performed application server updates to apache, HTTP, tomcat, OpenSSL and applying patches to WebSphere as needed for system maintenance or upgrades to maintain application / system health. • Closed security vulnerabilities as identified by internal, external and PCI security scans. • Actively managed application and server certificates as well as firewalls. • Compiled monthly metrics and administrative reports for management.

• Acting 24x7 Oncall for business critical applications for commissions and corporate financial reporting applications which encompassed release management, incident management and application support duties. • Recommended and implemented software process improvements to increase throughput and enhance application reliability to maintain 97% or higher availability. • Technical Lead coordinating and participating in an on-call rotation team responding to batch and online issues to ensure application SLA’s were met. • Managed the workflow and resources of the team to optimize productivity in order to meet business needs. • Trained off shore team in Argentina to assume responsibility of 1st level support of OTS (Order Ticketing System).

Systems Analyst / Production Support - Mainframe 1994 - 2004• As a production support team member in a 24x7 rotating schedule, provided 1st and 2nd level support of Corporate Financial reporting and forecasting applications. • Applied analytical and problem solving skills to resolve production failures, root cause analysis and permanent solutions in addition to completing any reruns in timely manner.

Headed a small business of cell phones, pagers, and accessories; providing sales, activations and repairs while building positive customer relationships. Interviewed, hired, and trained new employees to ensure excellent service was provided to over 2,000 customers monthly. • Customer Relations: Established loyal customers by addressing inquiries, resolving complaints, and utilizing crisis measure when necessary. Service inclusive of preparing new products, creating showcase displays, informational specials and promotions, and advertisement displays for new merchandise. • Business Management: Oversaw all business operations; serving as key holder and implementing proper opening and closing procedures, maintain inventory and forecasting, reconciling cash drawers and prepare nightly deposits, balancing books daily and monthly, and posting payments to accounts.

• Implemented end of year accounting changes saving $450 K in company savings. • Software developer and production support for the Corporate Check Reconcilement System.