ERIC BEALE

Littleton, Colorado

303-***-****

abjjax@r.postjobfree.com

Seasoned Analyst with nearly 12 years experience in Information Technology

with solid understanding of business and technology processes, using

analytical thinking and critical problem resolution and resource management

skills to drive business objectives to desired, effective and profitable

results. Extensive technical knowledge base coupled with solid business

interaction and communication abilities allows me to maintain an efficient

and effective interface between technology teams and the business units

that rely on them.

Analytical Accomplishments - A

. While on contract at Janus Capital Group, helped identify and clarify on-

going, after-hours production system application and system alarms that

were a result of outdated business process flows. Worked with business

and technical teams to streamline the workflow, avoiding unnecessary

after-hours production support call-out.

. While working at Cricket Communications, helped implement a Help Desk

Customer Support process leading to a significant increase in first-call

resolution of technical issues, increased detailed information in

incident and problem tickets assigned to higher levels of technical

assistance. With the additional details in support tickets, higher-tier

teams were able to more efficiently and effectively resolve customer,

production and application issue.

. In the first month at Cricket Communications, helped thoroughly

troubleshoot and identify 27 production defects impacting business users.

Through work with the Quality Assurance team, analyzing use and test

cases against business requirements, was able to continue to assist them

in their testing methodology with new releases, significantly reducing

defects that made it through to production.

. While on contract with Clickfox, through effective communication about

technical aspects of customer data in combination with client

applications and processes was able to help secure over $10 million in

new business contracts.

. While working with Echostar/DISH Network, through communication regarding

team expectations, was instrumental in turning around perception of the

effectiveness of the Middleware Application Analyst role. The team went

from being the bottleneck in resolving production issues to being the

team business and technical teams wanted to engage to resolve

customer/business facing application issues.

Experience

BridgeView IT, Inc - Janus Capital Group, Denver, CO 2/2010-5/2010

Middleware & Applications Analyst, Production Support

. Analysis and support of/for client company business software

applications; including front-end, customer facing web applications, in-

house web-based production and development applications, relational

database system (Oracle/SQL) connections and middleware (UNIX and

Windows)-based application interfaces.

. Managed all priority technical Issues between support teams, including

database, networking and development teams and external 3rd party

vendors, interfacing to ensure expected problem resolution with

application functionality and/or outages.

. Effective and efficient communication with users of various technical

understanding; new users to senior technical staff.

. Strong analytical focus in root cause determination, seeking

opportunities to drive change with more effective business processing as

a goal.

. Instrumental in development and beginning implementation of a business

process flow to effectively and efficiently resolve technical matters,

involving Business and Technical partners to affect quick resolution.

Insight Global, Inc - Cricket Communications, Inc., Denver, CO 5/2009-

10/2009

Technical Analyst, Production Support

. Responsible for support of high availability, transaction-based

production environment. This involved 24/7/365 operations of web-based

Call Center and Retail store applications, responding to critical

production outages within 15 minutes and affecting resolution within 4

hours, meeting SLA's 95% of the time.

. Interface with matrixes and distributed development teams to gather and

process business requirements, both post-deployment and for already-in-

production systems/applications, ensuring requirements were understood.

. Acquired in-house system and software understanding to diagnose and

resolve problems through interactive professional relationship building

with peer technical groups, vendor representatives and end-user feedback.

. Designed and implemented a quality improvement initiative to build the

relationship between Help Desk staff and the technical support, the aim

being reduction in the length of time gathering data to begin to

effectively troubleshoot and resolve end-user problem.

. Instrumental in development and beginning implementation of a business

process flow to effectively and efficiently resolve technical matters,

involving Business and Technical partners to affect quick resolution.

KForce Professional Staffing - ClickFox, Inc., Denver, CO 12/2007 -

1/2009

Technical Business and Support Analyst, Production Support

. Managed technical communication and workflow between domestic technical

teams, offshore technical team, clients, Project Managers, Business

Analysts and Executive management teams.

. Interface with modeling team and Project Managers to ensure customer

business requirements were as expected. Reported flaws in use and test

case execution against the data set based on reported problems.

. Maintained liaison with development teams to ensure proper translation of

requiredments documentation and posted updates as product development

deployments changed the manner in which the Technical Analyst team

performed its function.

. Through technical troubleshooting and efficient problem resolution with

business teams, was instrumental in the company being able to close over

$10M in new client business.

EchoStar Satellite L.L.C., Englewood, CO 12/2006 - 12/2007

Middleware Analyst, Team Lead

. Team Lead for Middleware Application Administration (MAA) team involving

coordination of peer technical resources to troubleshoot and resolve

issues within WebLogic/Method UNIX web-application server production

environment; primary point of contact for large scale (SEV1/SEV2) issues,

driven to resolution within 3 hours of problem identification.

. Developed and implemented a comprehensive and traceable means of

communication between MAA team and clients, resulting in better

understanding of and accountability for issues addressed to the team.

. Developed and communicated complete documentation for MAA team covering

responsibilities and best practices of supported environments to include

application level, troubleshooting guides, "How To documentation,

process flow and technical diagrams.

ReleaseTeam, Inc., Westminster, CO 9/2006 - 12/2006

ClearCase Administrator, Systems Administrator

TEKSystems - OppenheimerFunds, Centennial, CO 10/2005 - 3/2006

Change Management Engineer

. Worked with development teams to ensure use and test case validation in

build-test-deployment processes, using tools to ensure that what was

documented as having met requirements was the next version being

released.

CONNECT Consulting/Ajilon Consulting - Galileo, Inc., Englewood, CO 4/2004

- 8/2005

Software Configuration Management Build/Release Engineer

. Worked with development teams to ensure use and test case validation in

build-test-deployment processes, using tools to ensure that what was

documented as having met requirements was the next version being

released.

VitaGroup, Inc. - State of Colorado, Denver, CO 2/2004 - 4/2004

Change Management Lead

. CBMS Implementation Project, a coordinated effort between County Human

Service Pilot sites and the State of Colorado Change

Management/Implementation Team.

. Led formal implementation training on CBMS software application and

assisted users with ad-hoc training needs to include navigation,

functionality troubleshooting, self-diagnosis of problems encountered and

proposed solutions with guidance on reporting unresolved issues to

appropriate Help Desk for resolution.

. Worked with (State) Change Management team to implement the required

business needs of the client users.

. Provided daily and weekly assessment and metric reports, coordinating

communication between the Project, Change Management and the OSS teams on-

site.

American Furniture Warehouse, Englewood, CO 3/2002 - 1/2003

Delivery Driver

Costco Wholesale Warehouse, Littleton, CO 1/2001 - 3/2002

Merchandiser

ENG Consulting, Inc., Denver, CO 4/2001 - 7/2001

Senior Business Analyst III

. Managed implementation of high-end GoldMine CRM software components at

customer sites.

. Ensured that project requirements fulfilled customer needs and assisted

in development of new application concepts including identification of

end-user requirements and analysis.

. On-site client software installations (GoldMine and HEAT) to

servers/workstations, training on basic and advanced functionality, and

troubleshooting software application problems.

. Worked with HEAT clients in installation, administration support and

continued improvement of their business needs with the application.

FrontRange Solutions, Inc., Colorado Springs, CO 9/1999 - 4/2001

Senior Analyst

Education

WebMethods 6.5 Server and WebLogic 9.x/10.x Server Administration 2007

GoldMine Certification 2001

HEAT Administration 1999

Bachelor of Arts, Grand Valley State University 1994

Education in life, living life and loving to live life Ongoing

Soft Skills

. Effective and accurate verbal and written communication.

. "Big picture" problem oversight, working to resolution of the most

impacting business issues.

. Wide range of interface decorum; from first-time users to Chief

Executive Officers.

. Self-driven to exhaust all resources available before seeking outside

assistance, within acceptable timeframes.

. A desire to undertake new challenges.

. Effective in team-driven or stand-alone scenarios; requires little

direct management oversight.

. Not afraid to ask questions and seek understanding, even if continued

questioning is required.

. Solid ability to learn new technologies in short time-frames.

. Technical writing, business analyst, systems analyst, technical

analyst, application analyst, middleware analyst.

Technical Skills

WebServices

CEA (ClickFox) external, customer-facing web platform, Cricket

Communications, internal/external web platforms, TIBCO, EchoStar

(DISHNetwork) internal/external web applications, WebLogic (4.1-10x),

WebMethods (4-6/5), Apache Tomcat, JBoss, IIS, WSDL and SOAP calls

Platforms

UNIX (Solaris), Linux (RedHat), HPUX, MS Windows application/web servers,

AS/400, Endeavor (Mainframe), desktop applications.

Tools/Applications

Business Objects (6.1/BOXI), Serena TeamTrack, Informatica, Autosys,

Sharepoint, WebLogic/WebMethods, Service-Now, VMWare, SalesForce,

SalesVision, PuTTY/Telnet/SSH, Cygwin, VPN applications, Microsoft Office

suites, Citrix/Terminal server, Hewlett-Packard Open View Service Desk,

Cisco Systems HSE, SiteScope, Fusion, Crystal Reports (Certified

Developer), Visio Professional, Computer Associates Service Desk

Build/Release Management Tools

CruiseControl, ClearCase Rational Suite, ANT/AntHill, Eclipse, CVS, PVCS

Languages

UNIX command line scripting, Java, javaScript, J2EE, Perl, XML 2.0, HTML,

Visual Basic, SQL, C++, C#, .NET

Databases

MS SQL Server (Enterprise, '00, '05, '08), Oracle 10/11, MS Access,

PointBase, Siebel, DB2, ACT!, Sybase SQL Anywhere, Sybase Adaptive Server

Processes

ITIL, RUP (UML), SDLC, PMLC, Workflow design, Agile

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