Kathleen Anderson Email & Phone Number

Philadelphia, Pennsylvania, United States

Administer user management on our Ignition Software PlatformMonitor all system functions for Ignition SoftwareProvide support and administration for our Azure and AWS cloud environmentsMaintain cloud-based servers patching vulnerabilities, backup/restore operations, provision new servers, configure VPC’s, configure monitoring systems on both Azure and AWSSystem Admin for Jira, GitHub, Slack and all locally used applications for VESI/Ormat in Philadelphia officeRespond to alarms and outages, escalate issues when needed and facilitate communication between teamsCommunicate with clients for updates and resolution of issuesManage and Track PO Requests in SAP and work closely with Finance teamManaged project to migrate from Zendesk to Jira Service DeskHandled Release Manager duties, including communications of new releases, handling the push to production via Jenkins and troubleshooting any issues that would occur during new releasesUsed related tools such as Github, Ansible and Terraform

Greater Philadelphia Area

Technical support Virtual Desktop provisioning

Temple University

Provide front line support to end user for EPIC AMB EMR softwareAssist users with various functions of the Epic software needed to perform their daily tasks Build and/or Update Epic EMP and SER records and move to productions when all approvals have been metReview INI files to confirm order routing and/or Epic printing configurationAdd/Update mobile devices to EPIC system for Haiku and CantoAssist Patient with MYChart issues for My TemplehealthUse Remote Access to investigate issues such as printing problems and determine if they are software related or need to be dispatched to the PC TechniciansProvide help desk support such as password resets and access requests for all hospital clinical applications such as Active directory, SMS Invision, Kronos, IDX RadiologyUse MS Exchange console to manage and/or create user mailboxesSupport MS Office suite and other standard office software Install, modify and repair computer software using remote access tools and Altiris deployment softwareTroubleshoot access issues in Active Directory – confirm if users are in correct AD Groups, create new users in active directoryCreate Tickets in Remedy and follow them through to completion and/or proper escalation processesTroubleshoot Citrix issues using Citrix App Center and Citrix DirectorIncrease user mailboxes using Exchange management console

King Of Prussia Pa

Provide support in a 24 x 7 environment, requiring ongoing flexible schedule availability; shifts to include days, overnights, weekends and holidays. Provide first level support of web stores, infrastructure, and basic monitoring utilizing an “in house” ticketing system and triage for set up/reproducing issue. Research and provide background information for tickets that have already been established. Maintain a relationship with the technical account teams, clients and provide support for product and web store set up. Coordinate and run bridge calls for GSI outages/high priority events and calls for coordination with resources and Business/Client/Third Party Providers. Support monitoring for events that require coordination of communication/bridge calls and escalation support for high priority issues. Conduct follow up for updates and ensure quality updates with the tickets and drive SLA and closure for all tickets. Monitor maintenance notifications for GSI Commerce and the remote tools that are utilized within all platforms. Facilitate internal Customer and Resource communication. Facilitate external Customer/Vendor/Partner and Resource communication. Diagnose problems using written procedures; and/or apply an analytical skill-set in order to triage reported defects and route those issues to the appropriate Resources for resolution. Escalate reported issues to appropriate Resources (Internal and External to GSI Commerce). Incident logging for events affecting any of GSI Commerce’s 100+ systems, applications, and 3rd-Party Vendors. Use the Tech Support Ticket system where tickets will be opened to track incidents and their root-cause. Leverage specially designed monitoring interfaces in order to augment the pool of information available to the Tech Support Analysts as they triage and diagnose incident reports. Responsible for the daily prioritization of the ticket

Converting existing data transmissions using SSL to new certificate, perform required testing with client to ensure connectivity and secure transmission of dataConfigure and test various data transmission connections such as Ftp/PGP, Secure FTP/SSL, and SSH, NDM and VPN setupsFollow through on assigned tasks from start to finish, which requires configuring new data transmissions, perform connectivity testing with clients, confirm file formats to ensure data integrity Migrate profiles to Production when testing requirements are satisfiedProvide support to client through the entire process from first test transmission to production

Monitor Tandem and AS400 systems using various performance monitoring toolsProactively resolve system latency issues, determine if they are network or system related and if needed escalate to appropriate group to meet SLA'sGenerate reports on System usage statistics when needed using Access databaseMonitor Remedy for trouble tickets assigned to Application support team and follow through to completion and determine root cause or escalate when needed to meet SLA'sTroubleshoot communications issues related to box drivers, using tcp/ip tools to troubleshoot including checking router lines for communication, clearing router lines, bouncing ports in reliant and gateway, and running traces on ports Work with SQL database in order to resolve software issues in Billing software systemsHandle incoming files for processing through AMDOCS billing systemsTroubleshoot software issues that may arise and determine root causeInterface with internal customers as to the resolution and/or escalation of their issue Monitor Nightly/Weekly backups on both Tandems and AS400 systems and handle all various tape duties including managing offsite storage with Iron MountainCreate and maintain documentation for all Operations proceduresManage and create logins for 3rd party vendors, review and assign minimum access permissions for users for Amdocs billing softwareEBill monitoring and support, monitor weblogic servers and all incoming and outgoing files and processesTrain new hires and assist supervisor in the performance reviews of staff members

Monitor Tandem and AS400 systems using various performance monitoring toolsProactively resolve system latency issues, determine if they are network or system related and if needed escalate to appropriate group to meet SLA’sMonitor remedy for trouble tickets assigned to Application support team and follow through to completion and determine root cause or escalate when needed to meet SLA’sTroubleshoot communications issues related to box drivers, using tcp/ip tools to troubleshoot including checking router lines for communication, clearing router lines, bouncing ports in reliant and gateway, and running traces on ports Handle incoming lockbox, cycle update and statement image files for processing using DDP softwareInterface with internal customers as to the resolution and/or escalation of their issue Monitor Nightly/Weekly backups on both Tandems and AS400 systems and handle all various tape duties including managing offsite storage with Iron Mountain

Monitor Windows 2003 Servers and AS400 Systems for system issues and batch processingMonitor and submit and schedule jobs using Opalis Robot on Windows 2003 ServersCreate new job processes using Opalis Robot, test and move to production when completeMonitor/troubleshoot/debug DTS packages and stored procedures on Microsoft SQL ServerCreate Business Object reports and Troubleshoot/debug VBScripts that failSubmit and/or end batch jobs on AS400 to prepare system for night processingMount and initialize tapes for system backups on AS400 and Unix systemsHandle sending tapes offsite for storage and recalling tapes for restores when neededMonitor file transfers for completion and file delivery during established time framesCreate/update REMEDY Tickets for all issues that arise during the shift, also complete/resolve any Remedy tickets assigned to myself

Support Analyst for Wachovia Bank Data Transmissions DepartmentConverting existing data transmissions from dial up protocols on Tandem systemsto Internet protocols run over Unix systems using Connect EnterpriseConfigure and test various data transmission connections such as Ftp/PGP, Secure FTP/SSL, and SSH, NDM and VPN setupsFollow through on assigned tasks from start to finish, creating profiles,testing with clients, review Mobius reports to ensure data integrity and confirm formatting standardsMigrate profiles to Production when testing requirements are satisfiedProvide support to client through the entire process from first test transmission to productionKeep ticket work logs updated with all actions taken

Set up and develop data transmission procedures, from initial contactw/client to establishing and testing connectivity and documenting proceduresConfigure new data transmissions FTP, SFTP, SSHFtp, Dial up, Connect Direct, and PGP encryption software on HP-UX and Windows systemsAssume a leadership role in handling any transmission issues and follow through on problem resolution, work closely with clients to resolve issuesOversee file transfer operators, and distribution of workloadPrevious responsibilities include 3rd shift Lead OperationsMonitor Backups on HP-UX using Omniback, troubleshoot and escalate problems when necessaryEnsure all systems are up and operational after nightly processing and backups are completedHandle all file processing on HP-UX Systems and trouble shoot scripting issuesProvide Help Desk support during off hours, open and track tickets using TRACKIT!

Monitor and troubleshoot WAN problems, use TCP/IP utilities toanalyze network problems-follow assigned escalation proceduresProvide first level support during off hours to our global users concerningconnectivity, printer problems, and job issuesMonitor IBM RS/6000 AIX, Windows NT, Novell and AS400 systems using TivoliSubmit and monitor all batch jobsResponsible for LAN wiring and connectivity and updating databases whenchanges to LAN wiring is made due to personnel movesCreated MS Excel workflow schedules and system backup schedulesCreated documentation and diagrams for all data center and hardwareinformation using VisioMonitor all MS Exchange server and network services to ensure proper flowof email and report any problems that arise. Work closely withadministrators to resolve any issuesPoint person for all system backups on NT and Novell servers,handle any problems that occur and insure the integrity of the backupsCertificationsA+, Network+, both obtained

Unix Program, 3.5

Studied courses in Unix administration and Scripting

Certificate, Computer Networking And Repair

Activities and Societies: Computer repair and networkingObtained A+ and Network + certification

Computer And Information Sciences And Support Services, 3.5

Studied computer programming and business

Computer Programming

Business And Computer Programming

Received High School Diploma

Comcast Classroom Training Participated in Developing Future Leaders Classes Weblogic Administration Training Self Study HP-UX Admin.