Title:Dennis O'Brien

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Name: Dennis O'Brien

Address:

City: Ridge

State: NY

Zip/Postal Code: 11961

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E-mail: abpmx8@r.postjobfree.com

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Authorized to work in the US: Yes

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Over 18: Yes

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Desired Salary: Open

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Copyright c 1997- Lee Hecht Harrison, Inc.

DENNIS R. O'BRIEN

5 Fuller Dr

.

Ridge N.Y. 11961

631-***-****

abpmx8@r.postjobfree.com

TECHNICAL BUSINESS ANALYST

IT Professional with expertise in designing and supporting large mission critical

systems. Analytical problem solver, skilled in customer service, troubleshooting, IVR, CTI

and software development.

Operating Systems Proficiencies Programming Languages Solaris 2.6, 2.8 & 2.10 Eclipse MPS

Developer, PeriPro Windows XP, 2000, 2003 MS Visual Studio VXML, Perl, Java, PL/SQL Red

Hat Linux 6.0 MS Expression Web 3.0 Bourne & C-shell scripts MS Outlook, Word, Excel &

Power Point COBOL, Pascal and VB

EXPERIENCE

AVAYA, Bohemia, NY (Formerly Nortel and Periphonics) 1999 - 2010Senior Technical Support Specialist

Provided technical support to field engineers and global customers in various industries.

Analyzed and identified root causes of failures in complex, integrated and distributed

systems. Determined whether problem was hardware, software or network related. Provided

remedy quickly when possible and reported defects to the design engineers. Provided

progress updates and documented relevant case history in Customer Relationship Management

and Knowledge Management databases (Clarify and Knova). Provided help desk support for

internal and external application developers.

Supported technologies:

Integrated Voice Response (IVR), Computer Telephony Integration (CTI), Telephony

protocols: T1, ISDN, and SS7; Speech Recognition, Text to Speech, VOIP, SIP, SQL

Databases, Mainframe Host interfaces and Web servers: JBOSS, Apache, Tom Cat and Web

Sphere.

Trained over sixty support specialists on identifying application level defects enhancing

the overall troubleshooting capability of the product support team; unsolicited feedback

was overwhelmingly positive.

Improved customer satisfaction by providing timely problem resolution, surpassing

consistently by 20%, the management objective of closing 67% cases within 48 hours.

Corrected credit card authorization bugs at several Colleges and Universities eliminating

discrepancies between credit card payments and student s account balances.

Optimized the payment application at Western Michigan University achieving a record

single day total of over one million dollars in payments.

CANTOR FITZGERALD SECURITIES, New York, New York 1998-1999

Production Support

Provided technical support for Bond Market trading systems. Ensured brokers desktop

computers, custom keyboards and backend trading systems were operational without

interruption throughout the trading day. Responded rapidly to any outages or technical

issues. Also performed quality assurance testing, wrote and executed test plans,

identified and documented application bugs and potential enhancements to applications.

Maintained real-time market data feeds from DOW Jones and Reuters.

Created and maintained the source code repository using DEC Code Management System.

J.P. MORGAN CHASE, New York, NY 1987-1997Senior Programmer Analyst

Developed, maintained and supported the international money transfer systems.

Participated in requirements gathering, designing, coding and testing for the SWIFT

Message Exchange and Letter of Credit software applications.

Programming languages: COBOL and Pascal. Operating Systems: Wang, DEC VAX/VMS.

Designed and implemented change control procedures including version controls, central

source code repository and build scripts, achieving compliance with corporate disaster

recovery and software maintenance audit requirements.

Enhanced security features achieving compliance with corporate policy regarding systems

access, locking out users and terminals based on failed login attempts threshold.

Designed a new data entry program that enforced SWIFT message format rules achieving a

significant reduction in rejected messages.

Added a broadcast feature enabling SWIFT messages to be sent to many addressees at once

reducing redundant data entry for repetitive messages.

Reduced printing costs and saved time and contention for printers and fax machines by

designing and integrating a facsimile server interface into existing applications.

Implemented an alternative for Word Processing software using DEC Text Processing Utility

saving the cost of a word processing package and the associated multiple user licensing

costs.

Identified and corrected a pervasive file deadlock condition eliminating 25 related

support calls/day.

Shortened project time by designing a program to convert source code for a Wang-to-DEC

migration project saving hundreds of hours of programming time.

EDUCATION & PROFESSIONAL DEVELOPMENT

B.S

. Computer Information Systems, St. Joseph s College, Patchogue, NY, 2009

Microsoft Certified System Engineer Training, Briarcliffe College, Bethpage, NY, 1998

COMMUNITY SERVICE:

Coach - Suffolk County Police Athletic League, North Shore Soccer 2000-2004

Treasurer - Boy Scout Troop 433, Middle Island, NY 1997-1998

Dennis O Brien

pg. 631-***-****

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