Customer Service Technical Support

SUMMARY

. **+ years' software installation project management and technical

support experience for a complex global payment system.

. Expert in Change / Incident / Problem Management, based on ITIL

principles.

. Energetic, analytical, and detail- and results-oriented professional

with sound judgment.

. Self-starter and avid learner.

. Team player with strong communication and interpersonal skills.

TECHNICAL SUMMARY

Operating System: z/TPF 1.1, Windows 98/XP/Vista/7, Unix, Z/Linux, z/OS,

z/VM

Hardware: IBM z/10, 9; Windows WorkStation

Software: MS Excel, Word, Outlook, Access, PowerPoint, REXX, TSO, ISPF

Tools: BMC Remedy 7.x, IBM TPF Toolkit 3.2, SliMS, Supervision, Ipswitch

WS_FTP_PRO, Transcan, Logpirnt, Library Management System, VitalSigns

(system monitoring tools), VACS, VPARS

Training: ITIL, CAPM, TCP/IP, HTML, ClearCase, Java SE 6.0, Oracle9i

PL/SQL, C++

EDUCATION

BS System Engineering, University of Belarus of Informatics and

Radioelectronics. Summa Cum Laude.

Minsk, Belarus

PROFESSIONAL EXPERIENCE

Private assistance - volunteer Hayward, CA

2009 - present

Scientific Researcher September

2009 - present

. Provide scientific assistance in researching, editing and translating

a monograph and articles in Biophysics: electrets and bioelectrets.

VISA Inc. Foster City, CA

1998 - 2009

Technical Support Analyst January 2003

- June 2009

. Led and facilitated implementation of software, hardware and

maintenance loads to 7 operation centers globally.

o Planned and coordinated maintenance, Business Releases and

Freeze schedules annually.

o Analyzed dead-line driven complex code sequences, dependencies

and other implications to schedule loads and functional changes

weekly.

o Scrutinized and approved up to 200 changes weekly, based upon

their Business Justification, Risk Assessment, Install Plan,

Back Out Plan, and Escalation, resulting in flawless

implementation and prevention of potential errors.

o Responded to urgent and emergency load requests with accelerated

time-lines.

o Facilitated pre-implementation meetings and provided final

approval for all software fixes, upgrades and releases.

o Punctually provided status reports to all stakeholders.

o Created REXX programs in support of loading code and changes.

o Developed training materials on scheduling and implementation

support and provided cross- training to the group peers.

. Took a lead position and became an SME in a new corporate system for

Change/Incident/Problem management, using BMC Remedy version 7.x.

o Defined requirements and standards for internal and external

users of the system.

o Developed and distributed systematic guidelines for using the

new system by the time of its release.

o Improved system functioning and user-friendliness working as a

liaison between cross-functional departments.

. Provided 2nd level problem resolution and production support in a fast-

paced and demanding environment with focus on customer service and

SLA.

o Analyzed incidents, problems, and changes and assessed priority;

when necessary, escalated to next level support in a timely

manner.

o Served as a liaison between different departments in

communicating business needs to technical support functions.

Initiated troubleshooting and directed implementation of

corrective actions keeping a calm, professional, and positive

attitude.

o Produced various reports on time, with a focus on detail, data

accuracy, and readability (Excel, InfoMan, Remedy tickets) and

managed regular meetings on lessons learned.

. Facilitated successful transition of complex operating systems and

relocation of operations centers by scheduling changes and all

activities for the event, creating REXX programs, and monitoring

updates.

Associate Technical Support Analyst March 1998 -

January 2003

. Provided second-level technical support for Visa Integrated Payment

System in a fast-paced environment.

o Troubleshot transaction processing and system functioning issues

using diverse application tools.

o Facilitated complex problem troubleshooting sessions among 2nd

and 3rd level support.

o Maintained thorough and detailed records for problem and change

tickets.

o Created numerous templates of change tickets for users' ease and

training.

. Initiated and managed re-organization of a 50,000-record database for

a Network Architecture Table.

o Designed a principle and a method of the database structure.

o Re-organized all records resulting in saving testing time and

reducing system downtime due to easy access and error-proof of

the database.

. Maintained Remote Control Security Access to Production System and

consoles.

. Tested changes, functionalities and updates in a Virtual Machine

environment.

NASB Institute of History Minsk, Belarus

1994 - 1997

Scientific Researcher January 1994 - July 1997

. Designed and implemented a computerized database of 16th century

historical data.

. Performed analysis and formalized data structures to create a

computerized database of historical records from ancient manuscripts.

. Created modern files using multilingual archive documents.

. Applied new methods of computer analysis of historical data through

extensive research.

Contact this candidate