As a member of theUS Applications Support team, I help support multiple small team and company-wide applications, as well as work with other IT teams on process improvement and production support

• Primary support for IBM Maximo application and IT lead for internal User Group comprised of stakeholders from various departments• Leading several initiatives to improve documentation and procedures within my team• Tech lead on application upgrade and enhancement efforts• Collaborating with other team members and IT resources on other projects of various size and complexity

• Subject matter expert for wire transfer system on HP Non-stop and BMC Control-M Automation• Wrote, organized, and consolidated team documentation for both standard operating procedures as well as disaster recovery planning • Utilized SQL and reporting tools such as Crystal Reports, SSRS, and Tableau to create reports for various departments and levels of management• Conducted several process improvement projects to help automate manual processes and implement efficiencies within IT and other business groups

• Administrator for the bank’s HEAT support ticketing and Change Manager system• Developed reports to assist in tracking of daily/monthly call statistics, as well as critical call information such as incident failures, audit compliance, and capacity planning• Maintained the configuration management database (CMDB) for IT assets, documentation, and business processes.• Primary support for multiple financial and operational applications including the bank’s wire transfer and cash management systems

• Provided third level escalated support for Microsoft Office 97 and 2000, including FrontPage 98 and 2000 and Visual Basic for Applications (VBA). • Performed advanced troubleshooting of Office applications and interaction with the vendor in cases that could not be resolved through available support tools. • Worked closely with the upstream business unit to analyze data in Microsoft Access to assist in the companies' ISO 9000 certification.• Documentation support for Conoco legal department including formatting of document body, table of contents, templates, and print layout. Developed VBA macros to assist in transfer and automation of data within Excel and Access. • Developed and maintained forms and queries within Access to aid in the consolidation and reporting of data for distribution to corporate executives and clients. • Documented procedures instructions for in-house applications and procedures for communications between different support groups

• Support and administration of the call center ACD phone system• Monitored the company’s call center statistics dashboard and worked with team managers and primary call center to balance agent availability and minimize hold times• Worked with management to develop spreadsheets, Access databases, and reports to shows trends in call statistics and resource management• Facilitated the company’s Windows NT 4.0 implantation and user training