Title: Senior Application Support Engineer Jun 2016 to Mar 2023• Provide support to Kaiser’s Billing/Claims System (EPIC – Tapestry). Primary focus is to provide an advanced level of coordination and facilitation support for recovery from medium to high severity service impacting incidents.• Follow-thru on all Severity 1 and Severity 2 issues through service restoration, and ensure that communication to clients, Senior Management, Account management, and internal groups takes place in a concise and timely fashion. • Provide Level 2 support for in scope data/batch related applications for Claims (EPIC-TAPESTRY) batch processing E2E. • Provided weekly status/progress report to Team manager to include HOT items status, and goals/projects progress. • Monitored all Claims batch processing (Tivoli Workload Scheduler/ Informatica-ETL) to ensure all programs complete successfully without delays; Use the event base scheduling system to identify all anomalies and log issues. • Researched and identified batch failures during data load process reporting failed jobs to ServiceNow incident tool and worked for resolution/RCA to ensure SLA were met and worked with developers for prod. fix as needed.• Used Eclipse (RTC) tool to engage developers, testers during the release/prod. fix processing. • Implement WinSCP or Secure SFTP to manually migrate EDI claims files on Linux servers.• Analyze scope for enhancements and implemented script to validate EDI claims files were uploaded to Epic Tapestry database for EDI processing• Engaged Epic support via Sherlock ticketing for any Epic/Tapestry issues for KPCC Claims Module. Any software updates (SU’s) deployed were validated.• Rotational on-call• Developed Linux/Shell scripts for enhancement to eliminate manual processes.• Epic System’s Administrator, certified in Epic Tapestry Claims and Bridges Administration with knowledge in HL7 messaging.

Support B2S's leading rewards and loyalty web-based platforms within the retail and financial institutions, maintaining high availability domestically and internationally. Ensure platform performance meet SLA requirements. Engage development to address customer facing defects, deploy release solutions and product services enhancements.• Rotational on-call assignment 24x7• Pre-production load, stress and failure testing• Deploy platform release code within scheduled change maintenance windows• Shell and Python script development for crontab scheduling/platform monitoring• Perform HTML updates via REST• Jenkins used for development of code, testing, and deploying the code• Platform validation checks and analysis of root cause• Analyze performance measurements across the platforms• Creating tickets, tracking defects and provide RCA and status via Jira ticketing.

SRM Application Core Team Lead / Unix/Linux System's AdministratorSupported Server Resource Management (SRM), a patented Global Cross Services Technology Integration web application that reports historical trends of key distributed server resources. • Remotely managed application availability across various infrastructures and IBM Cloud customers with an install base of 350,000 deployed in over 1500 accounts and 96 countries, which incorporated IBM AIX v5.3 PSeries, HPUX v10/11 and Linux v7, XSeries and Virtual Center frame technologies.• Configured and managed application and server real time alerts via Tivoli monitoring tool. • Ensured all SLA’s were met and delivery of quality service at the most competitive cost / price. • Provided sequence diagrams to assist in determining root cause analysis, implement workaround/resolution and coordinated deployment code fixes via IBM Configuration Management Version Code (CMVC).• Increased productivity by implementing new technology migration plan for various accounts in the EMEA (Europe, Middle East and Africa) locations, improving server collections reporting rate by 90%.• Proactively performed pre-release application testing which reduced impact of show stopping defects and improved quality assurance.• Participated in the migration project using Informix for data migration and moved all accounts to new infrastructure which completed successfully and improved production quality and performance. • Improved customer relations by providing SRM application demos, hands-on video training and lunch / learn training sessions.• Led SRM massive documentation migration project from within IBM webservers to IBM housed Wiki. Project completed successfully and relinquished all costs associated with housing SRM documentation on webservices servers.

Focused on SRM clients to ensure delivery of quality service at the most competitive cost/price and met all account specific Service Level Agreements (SLA’s). • Managed high visibility project “Flagit” to identify and resolve non collecting servers to meet collections rate 90% and generate an additional monthly revenue of approximately $33,000.• Collaborated with design architect and development teams to automate manual efforts of the “Flagit” project. • Promoted to SRM Application Core Team Lead.

Outsourced by IBM, but maintained the AT&T account:Remotely managed assigned factory/mission critical platforms and incorporated available tools to ensure stable infrastructure of over 50 servers, achieving all contractual commitments. • Partnered with Project Management, Application Support Management and Change Control Management in planning and implementation of all software deliverables which brought about cost savings and revenues due to new technologies.• Performed technology assessments and effectively planned and deployed new hardware platforms. Provided system tuning, security assessments, patch analysis/updating and capacity planning to enhance server resources and improve application performance.• Provided technical leadership with AT&T Alpharetta Data Center migration project which relocated 2 mission critical applications to the Kansas City Data Center and the Atlanta MMOC . The project required extensive planning and partnering with the NSDNet architecture team. The migration cutover completed on schedule successfully, without any impact to the client. • Partnered with Application Management, NSDNet Team in the planning, documenting and simulating a full Disaster Recovery(DR) activity for the ATNISE application. These efforts resulted in achieving one of the highest DR certification awarded to an application.• Co-authored automated shell scripts for removing duplicated equipment and completed all data migration activities on schedule.• Received numerous awards/acknowledgements from AT&T Architects, Management and Development teams for efforts in the Data Center migration project, Disaster Recovery simulation and availability during all software deliverables.