Michael Ludwig
Aurora, CO 80017
acd7tp@r.postjobfree.com
SUMMARY
• Seasoned IT professional with long track record of committed service.
• Over ten years of SQL experience and Remedy Trouble Ticketing System.
• Provided technical support to vendors, international external customers in addition to
internal personnel.
• Resolved technical issues with data and report generation.
• Communication skills are top notch both oral and written
Extremely hard worker with a winning attitude.
•
• Solid organizational abilities
• Strong interpersonal skills & teamwork ethic
• Strong presentation skills
• Willingness to travel
TECHNICAL EXPERTISE
• Advanced working knowledge of MS SQL 2000 and Oracle 10g.
• Advanced working knowledge of TOAD.
• Advanced working knowledge of Trouble Ticketing Systems including Remedy,
Onyx, and home grown versions on DBASE.
• Advanced working knowledge of MS Office Suite, including MS Word, MS Excel,
MS PowerPoint, and MS Access.
• Advanced working knowledge of Release Coordination process including SQL
Releases, ASP Releases and Java Releases.
• Advanced working knowledge of Active Directory.
• Advanced working knowledge of MS Exchange.
• Advanced working knowledge of Windows Server 2003 / 2008.
• Advanced working knowledge of Windows 8, Windows 7, Windows XP, Windows
Server and Windows Vista.
• Advanced working knowledge of MS Outlook.
• Advanced working knowledge of VMWare.
• Advanced working knowledge of Remote Desktop Connection.
• Advanced working knowledge of Microsoft Service Manager Console.
• Advanced working knowledge of Microsoft System Center Operations Manager.
• Project Management experience.
• Strong working knowledge of healthcare transaction systems.
• Strong technical expertise (e.g. database administration, software installation and
configuration, troubleshooting approach, etc.)
• Advanced working knowledge of Informatica, SSIS and SSRS
PROFESSIONAL EXPERIENCE
The Breakaway Group
Application Analyst (Contract position through BWBacon)
April 2014 - May 2014
In a team-oriented and highly collaborative environment, the Application Analyst II is
responsible for planning, design, implementation and operational management of
software systems, applications, and related services. Under minimal supervision, the
Application Analyst II ensures that our critical business and customer facing applications
are implemented and operated to meet requirements. This may include coordinating with
vendors, assisting with application selection, client server application installation and
configuration, reporting, documentation, and supporting end users.
Primary Qualifications Duties and Responsibilities:
. Analyze workflows and consult with business stakeholders to determine and document
system requirements.
. Design application and data architectures to support business requirements.
. Plan and manage software application installations, upgrades, and migrations.
. Install, customize, and configure software applications in a client server and web based
environment.
. Coordinating tests of the application system to ensure proper performance
. Creating technical diagrams and flow charts of applications for IT audience
. Automate technical processes and integrate applications systems using proprietary
methods, scripting languages, and web technologies.
. Develop management and customer reports using a variety of technologies including
MS SQL Server, MySQL, and LMS applications.
. Provision customer instances of web applications and databases.
. Document system configurations, technical procedures, and end user help.
. Perform tier 2 and 3 incident management, troubleshoot and resolve customer technical
issues.
. Proactively identify and remediate system defects and recurring issues.
. Providing on-going support and system administration to quickly resolve production
issues.
. Collaborating with technology teams to improve system monitoring processes to
continually improve the service delivery and support model for end users.
. Quality assurance/user acceptance testing.
. Utilize Joomla to upgrade / enhance existing and new Learning Modules.
TriZetto Corporation
Technical Analyst – CareAdvance Enterprise
February 2012 – April 2014
The Technical Analyst provides problem solving, analysis, or technical support on
business and on-line software issues. Supports client technical departments on specific
external customers on all aspects of user reported technical problems or questions during
installation, conversations, or complex data issues. Deals directly with customers to
ascertain problems and assist in resolving them to strive and build and maintain strong
customer relations and partnerships. Troubleshoots problems and contacts other technical
groups for consultation as required. Verifies and documents system defects.
Demonstrates expert proficiency using appropriate tools, platforms, and languages.
Enhances supervisory skills, shows initiative and takes responsibility for decisions that
impact project and team goals.
• Record and maintain customer reported questions/problems in Onyx incident
tracking system.
• Recreate, troubleshoot, and resolve complex customer questions/problems in a
professional and timely manner.
• Utilize analytical and project management skills to proactively identify gaps
between internal plans and external expectations and effectively communicate
with team members and customers.
• Create and manage technical project plan for software upgrades and or
implementations utilizing fundamental concepts, practices and procedures of
project management.
• Provide training and deliver demonstrations and presentations using MicroSoft
Powerpoint.
• Receive training / learn new technologies.
• Remotely connect to / maintain Enterprise Servers using Windows Remote
Desktop.
• Manage IIS Connectivity and configuration using Internet Information Server
Manager.
• Perform data validation and analysis using MicroSoft SQL Server as well as
Microsoft Excel.
• Perform application support of TriZetto propietary web based enterprise
application, CareAdvance.
Comforce Consulting on contract to Denver Health
Systems Support Specialist
September 2011 – November 2011
Hired as full time Denver Health Employee December 2011 – February 2012
Work trouble tickets using Remedy Ticketing System.
Remotely manage Servers using Remote Desktop Connection.
Work Change / Access Requests.
Remotely manage Virtual Servers using VMWare.
Manage permissions and access using Active Directory.
Interact with Helpdesk Staff, End Users and Development to resolve issues.
Participate in Team Meetings to discuss current projects and policies.
Manage DHCP Scopes and IP Reservations using Active Directory.
Perform Windows 2003/2008 Server Builds.
Install updates on Windows 2003/2008 Servers.
Decommission Windows 2003/2008 Servers.
Other duties as assigned.
K-Force Consulting on contract to Exempla Healthcare
Customer Support Specialist
June 2011 to August 2011
Customer Support Specialist providing Application Support and Systems Access.
Interacted with End Users, Helpdesk Staff, Developers and Network Infrastructure
Staff.
Prioritized and resolved application and environment issues.
Management of Service Requests.
Provided System Expertise to end-users as well as well as ongoing system training
needs.
Participated in team meetings to discuss current projects
Quantix Consulting, Inc.
Application Support Analyst
February 2010 to November 2010
Application Support Analyst providing Tier 1 and Tier 2 support, monitoring the support
request queue in Remedy trouble ticketing system.
Troubleshooting and closing trouble tickets.
Interacted with end-users, helpdesk staff, BA’s, QA’s, developers, network infrastructure
staff, DBA’s, in addition to external vendors to resolve application and environment
issues.
Management of service requests; prioritizing and resolving incidents and track them
against SLAs.
Provided support for all the applications including assisting end-users to fix their issues.
Problem identification, definition and implementation of short term work around and
coordination of long term software solution with development team.
Participated in unit, integration, and system test procedures as well as performed
application configuration tasks.
Coded small SQL-based fixes and ad hoc reports.
Provided system expertise to end-users and ongoing system training needs.
Participated in team meetings to discuss approaches to current projects.
Verizon/MCI WorldCom Communications
April 1988 to Nov 2008
Served as a trainer and subject matter expert for this telecommunications company;
developing a steady upward progression in responsibility while expanding skills,
expertise, and technical knowledge for over 20 years.
SQL Analyst, Release Coordinator, Technical Trainer - Jul 2000 to Nov 2008
Provided database support, reporting support, and analysis for business users for Verizon
customer service centers.
Managed all software releases for SQL, IIS Services, ASP and Java Releases.
Release Coordination between Development Team and Customers/Vendors.
Trained all new employees in installing releases, SQL Queries, usage of computer
website, and reporting.
Trained as many as 30 employees and customers in group settings as well as in
individual, one-on-one training.
Trained customers on MCI/VZ proprietary software and MS SQL.
Provided extensive Application Support.
Provided HelpDesk and Technical Support.
Worked HelpDesk Trouble Tickets using Remedy.
Project Management experience.
SQL Analyst, Remote Service Center Support - Jul 1999 to Jul 2000
Provided remote administration and support for 65 servers in 15 business services
centers.
Managed remote support via Microsoft Systems Management Server and Terminal
Server.
Used Microsoft SQL Server 6.5 for remote database support.
Trained users on SMS and Terminal Server.
Provided extensive Application Support.
Provided HelpDesk and Technical Support.
Worked Remedy HelpDesk Trouble Tickets.
Project Management experience.
SQL Systems Analyst - May 1997 to Jul 1999
Provided telephone Technical and HelpDesk Support and on-site Technical and HelpDesk
Support for MCI’s business customer service centers.
Supported hardware, software and telephone trouble shooting and problem solving.
Developed and refined skills in Windows NT Client Server, MS SQL Server, IBM OS/2,
IBM LAN, Requester/Server, Windows 95/98, 3COM, Ethernet Hubs, and Cisco
Routers.
Trained staff regarding software and hardware used in MCI’s customer service centers.
Trained customers on hardware and software listed above, as well as MCI proprietary
software.
Provided extensive Application Support.
Worked Remedy HelpDesk Trouble Tickets
Project Management experience.
Release Coordination experience.
LAN Administrator - Jan 1993 to May 1997
Delivered software support and server administration for IBM OS/2, LAN
Server/Requester, Windows NT Workstation, Server, and Windows 95.
Managed hardware support for IBM PC’s and laptops.
Helped train new LAN Administrators on above listed hardware and software as well as
MCI proprietary software.
Traveled to new MCI centers to train clients on MCI Systems, SME, and on MCI
proprietary systems as a subject matter expert.
Provided extensive Application Support.
Provided Technical Support and HelpDesk Support.
Worked Remedy HelpDesk Trouble Tickets.
Project Management experience.
Release Coordination.
Help Desk - Jan 1990 to Jan 1993
Facilitated help desk support, office security, user id administration, and general
operations.
Trained on help desk procedures.
Developed help desk tracking system.
Worked HelpDesk Trouble Tickets using in house developed ticketing system and also
Remedy.
Provided Technical Support.
Customer Service Representative - Apr 1988 to Jan 1990
Handled incoming calls for MCI customers to resolve customer issues.
Helped train new team members on MCI systems and policies.
Considered department ‘lead’ when supervisor was unavailable.
EDUCATION
Bachelor of Arts, Communications, Susquehanna University - 1988