· As a Senior Systems Engineer (P3) with the Technology Major Incident Management team, was responsible for the production support environment by providing leadership, resource coordination and performing escalations.· Ensured optimum availability is achieved and provided for our external customers and internal partners through the effective use of resources for supporting end-to-end system availability and performance.· Responsible to mentor and motivate hourly and salaried employees and contribute to year end performance reports.· Thrived in a fast paced, high energy environment that requires constant attention and decision making.· Responsible for Incident management tasks including excellent verbal and written communication skills.· Facilitated active production bridge calls, compose business communications regarding impacts with a high degree of accuracy, and assess the correct severity of an incident based on documentation and active understanding of the impacts.· Ensured the workforce is maintained at adequate readiness levels and the best skill set is matched with the appropriate production event as well as communication with senior level management.· Conducted training for both new and existing (refresher) procedures, processes, and applications.

Be a central point of contact for security master and pricing related issues. Provide hands-on application support for Security Master and Pricing systems. Develop automated solutions and tasks for the support dashboard. Work closely with middle office business partners to analyze and resolve issues and inquiries. Provide high level support to the business partners. Identify gaps in technology processes and recommend needed changes. Ensure business SLA's are met for business critical tasks and issues. Perform deployments in UAT and Production environments from Dev and QA environments. Provide documentation for both issues and procedures for the support members and business partners. Work with DBA's to update and improve Database performance.

Provide level 2/level 3 support for all products currently in production and test environments. Help maintain multi-node servers and ensure ability for the servers to move from a DR environment to a Production environment in as little time as possible. A main resource for deploying environment upgrades and application upgrades to both the test and production servers. Maintain production support help and deployment help documentation. Work with various other teams not only in the local office but in the various offices around the world. Maintain and update system automation scripts for various reporting programs and deployment processes.

Professional ExperienceIHC, West Valley City, UTOctober, 2014 - PresentApplication Support Analyst Level 2 (1-2 year contract)Taken lead contractor position on the HELP1/Tandem support teamDo periodic and daily application tests to ensure functionality.Provide Level 2 support for HELP1/Tandem clinical products that are both internal facing and external facing.Update SQL scripts for reports to be used by Supervisors and developers.Troubleshoot and, when necessary, escalate issues up to developers.

I mantain and update the connections to the databases that hold vital information for a suit of 16+ internal tools and publication sources. We also do periodic application tests to make sure that the applications under our care are working properly. When needed our team also helps with disaster recovery drills for the USA servers and the data stored on them. Our teams also writes SQL reports and stored procedures so that these can be made available to others through automation.

Provided technical assistance with the debt collection software being offered by DAKCS. I also did trouble shooting and programming for more serious problems that arose with the software. I was instrumental in setting up a general knowledge document for training purposes as well as updating out of date support documents to better coincide with the best practices being used in the business.

I tested and employed troubleshooting techniques to make sure that the product being tested met the standards that our customers demanded of the software. I also helped develop an in house testing platform for which the testing department could be more efficient and effective in the software testing process. In addition I helped the testing department increase the patch size by 60 percent therefore making each update more effective.

I was responsible for periodic training schedules and work schedules for all of the cooks and staff of the kitchen. Took management courses offered by the company. Reduced kitchen product waste from 30 percent to 21 percent. Was also instrumental in stream lining food preparation procedures and ordering practices. The kitchen achieved more perfect company scores upon inspections than any other store in the region.

I cleaned the executive buildings as well as the NASA classified buildings on plant. I was also instrumental in implementing a scheduled training course based on the computer to keep people in the department knowledgable about safety concerns, ongoing NASA certifications, and operations issues. As part of my business classes, I proposed and implemented cost savings measures in the departure with the help of my supervisor.