* Provide high-level technical knowledge to design, implement, configure, and support the functions of key enterprise applications, associated interfaces and APIs. * Identify and communicate service improvement opportunities. Focus on continuous service improvement and manual process automation. * Collaborates with Information Technology and business teams to create and administer change management, business continuity, and disaster recovery plans for operational systems. * Update and maintain technical documentation, work instructions and other team documents with new functionality or processes. * Participate in the development of project plans, service desk processes, and communicate issues. * Awareness of customer support metrics such as quality of service response times and reflect on how to improve individual results as well as the team results. * Manage vendor relationships in support of operational systems and enterprise software. * Promotes and adheres to organizational service standards by ensuring they are built into all process and procedures, whether dealing with internal customers or external members. * Keep up-to-date with current equipment, applications and technologies and be able to advise the Manager of Enterprise Application on architecture, standards, and planning for future infrastructure roadmaps. * Experience with enterprise application management and core financial software management. * Understanding of Enterprise Scheduling and Systems Health Monitoring applications * Good knowledge of automated installation, scripting along with resolving problems * Knowledge of using software deployment systems to install applications and packages * Familiarity with Microsoft SQL and/or Oracle SQL scripting. * Ability to communicate effectively upward and across the organization, using appropriate business language to effectively provide timely information to appropriate parties as needed.

Worked directly with Energy, Oil, Gas and Industrial customers to resolve product specific technical issues. Providing highly analytical customer support, training, requirement gathering and cross communication in the support of the customer's technology adoption.Responsibilities:Monitor and provide timely support for HELP desk tickets and meet current SLAsPerform research analysis of customer pain points and determine short- and long-term fixesDiagnose problems and provide resolutions using troubleshooting techniques and follow all guidelines for customer-oriented issuesAssist with reproducing issues in-house and provide mentorship to other team members as neededDevelop SQL scripts to automate solutions or fixes based on issues analysis and best practicesCollaborate with team members and identify appropriate issues for escalation in a timely matterAssist with the testing lifecycleMaintain excellent client rapport and service levels at all timesPerform and troubleshoot software installations and assist customers with product upgradesContribute to development of product Knowledge Base and support specific artifacts

As the Application Support Technician for JMFA, I was responsible for directly interfacing with banks and credit unions regarding technical support, software installation and training. My mission: exceed expectations with the software technology that keeps you ahead of the pack.With over 20 years of experience, I take pride in assessing, understanding and knowing the relevant & necessary information for building, deploying and maintaining technology and software for use within your environment so you can fully optimize and leverage JMFA’s products and services. Our software is meticulously developed in house from the research, design and programming to the continual testing and perfecting of the program. I am proud of the reputation we have earned as being one of the most trusted names in the industry, by helping clients add billions of dollars to their non-interest bottom line with programs like JMFA Overdraft Privilege.

Provided Technical support to At&t Executive managers via an online chat service supporting Windows 7, networking, vpn, backup and SCCM technical issues.Technical Support and Problem Solving:⦁ Resolve complex technical issues related to Sccm pushes and updates⦁ Review current documentation and correct incomplete troubleshooting steps⦁ Troubleshoot Symantec, Office, Outlook, Enterprise Vault and McAfee issues⦁ Design and Development:⦁ Create documentation in OneNote for internal teamOrganization:⦁ Combine and condense system documentation from several different sourcesCommunication⦁ Well versed in communicating with technical and non-technical audiences⦁ Team player⦁ Provide mentorship and guidance to fellow technicians

Design and Development:• Created courses on Master Data Management designed on NaviCloud Virtual Machines• Developed and published web-based and self-paced training materials• Designed real-world labs for clients, staff, developers and system administrators• Delivered classroom and online training for international and local clients• Implemented role-based training to fit the specifics of customer implementations and demands• Worked closely with clients and engineering to ensure accuracy and completeness of content• Developed and implemented a knowledge management program for a global certification programTechnical Training:• Facilitated training on the MDMCenter core product and add on modules to our customers, staff and partners either at a one of our client sites, office/training facility or via a virtual classroom• Created engaging training materials and learning exercises using proven academic models• Participated in the review of the training content created by other departments• Participated in implementation and maintenance of training systems and environments• Continually increased knowledge of products including new features as the product improvedPersonal Improvement:• Learned and taught additional products and courses as required• Reviewed the training curriculum and delivery based on the audience’s and their job functions• Explored emerging technologies and promoted them into the training material• Adapted to customizing training strategies and requirements as requiredTeam player:• Acted as a Subject Matter Expert (SME) on our MDMCenter application• Coached and mentored other trainers

Demonstrated excellent communication to Users, Clients and Development Teams to resolve software issues.Software Support and Problem Solving:⦁ Achieved highest level of productivity, handling over 1,300 trouble shooting calls per month, averaging 260+ calls weekly⦁ Identified missing requests to set up a Windows ID's. Resolved the issue, calmed user and de-escalated call which avoided manager involvement⦁ Ensured security procedures by enforcing manager approval for setting up new ID’s, which helped encourage manager trust and kept unnecessary ID’s from being createdDesign and Development:⦁ Designed system to notify users that requests had been received⦁ Defined proper approval processes, complied with security policies which resulted in integrity and trust⦁ Designed SQL queries for end users which increased customer support by 20%NETWORK SUPPORT AND ADMINISTRATION: 3/2005 – 3/2011Technical Support and  Problem Solving:⦁ Achieved a solid reputation for resolving complex technical issues⦁ Achieved a solid reputation for providing exceptional customer service⦁ Demonstrated exceptional professionalism and responsiveness for multiple tasksCommunication:⦁ Effectively communicated network outages to vendors for stores which reduced store downtime by 20% resulting in better customer service and increased productivity⦁ Established communication by learning terms and procedures used by other departments resulting in exceptional relationships with co-workers, management and end users