Amel Canizares

*** ******* **

Strasburg, VA*****

540-***-****

ac10a7@r.postjobfree.com

Summary

Experienced with a variety of computing concepts, networking, system administration and support in a customer service environments. Proficient customer service skills, inter-personal team playing skills, document operational skills, excellent troubleshooting and resolution skills, excellent communication skills (fluent in Spanish and English), and the ability to work in a fast-paced working 24 x 7 environment.

Technical Summary

A+ Certification. Proficient in several software applications: Windows Server 2003/2008 and 2012 Enterprise Edition administration, Visio, Remedy (Ticketing System), SQL, Unix/Solaris, PVCS (Tracking System). JIRA Ticketing(Tracking System) Jenkins (Open source automation server) Citrix App Center Version: 6.0.0.0 (XenApp) vSphere Client version 5.5.0. Proficient writing queries and extracting reports in Oracle and MS SQL Server Databases

Clearance: DHS Suitability (Active).

Professional Experience

04/2017 to Present CWSC

Application System Analyst III

Identifies improvements to the existing enterprise.

Recommends solutions for asset discovery, network discovery, performance monitoring, system performance, and security event management.

Identifies release monitoring requirements and develops/tests custom monitoring agents for new system capabilities.

Participates in root cause analysis and Tier III troubleshooting activities.

09/2016 – 03/2017 VeriSign Inc.

Technical Support Analyst III

Work in Sales force CRM tool to record and track issues reported by the clients.

work to analyze and resolve product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Analyzes and resolves product/ service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problems reported.

Helped in the troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issues reported.

Used JIRA to elevate tickets to the development team.

01/01/2016 - 06/2016 Discovery Communications

System Analyst Support

Respond to troubleshot application debug functional and technical issues reported by the client to ensure timely closure of support tickets for the client base under established Service Level Agreements (SLA).

Documented troubleshootingand/or problem resolution steps taken, including tracking any defects identified. Worked with the vendor development team to correct application defects identified. Kept the client abreast of the latest development updates.

Used multiple techniques to quickly learn IBMS software version 6.04.10.81 – Used to Sales/Traffic and program management software that helps TV Broadcasting company Discovery Communications track sales and programs shows to go on the air.

Used Citrix Session Management Tool to administer user sessions

Worked in the client Content Management Systems (SharePoint) to keep internal process files up to date.

Used Citrix Receiver as a single point of access to multiple servers.

Used vSphere Client version 5.5.0 (VMware vCenter Server Version 5.5.0) to access and to restart individual servers of the IBMS application.

Used TOAD and/or SQL Server Management Studio to access and create scripts and/or reports needed or requested by the management team in the Oracle and MS SQL Server Databases.

Created and maintained an excel document detailing steps to follow by multiple teams to complete the monthly upgrades to the IBMS Application and database as needed.

08/01/14 -- 12/31/2015 Counterpointe Solutions Vienna, VA

System Analyst Support

Helped troubleshot application debug functional and technical issues reported by the client.

Helped document troubleshooting and problem resolution steps, including tracking any defects identified.

Helped to perform appropriate quality assurance through User Acceptance Testing.

Helped update documentation related to operation and support of the application.

Learned the ARCHIBUS Integrated Workspace Management COTS product to better assist the business needs of IRS clients.

TOAD and or SQL Server Management Studio to access and create script and or reports need and or requested by management team and to troubleshoot issues raised by the client in Oracle and MS SQL Server Databases.

Worked in the client Content Management Systems (SharePoint) to keep internal process files up todate.

Provided support of the application loaded in a Windows Server 2012 R2 developed in .NET Framework v.3.5 CLR2 using the Visual Studio 2008 to debug issues reported by the client.

01/01/14 – 07/14 – Working with a partner in building up a small business called Valley Connector.

02/01/09 -- 12/31/2013 Devis Inc Rosslyn, VA

Application/System Support Analyst

Provided in-house server administration and support for the resolution of all technical issues regarding Windows Server 2003 Enterprise Edition for the USAID network.

Created new queries in SQL Plus to extract data from Database for management reporting purposes to the client.

Helped with new installations-configuration of new upgrades delivered by the software provider (Compusearch.)

Helped the DBA Team in the troubleshooting of data issues reported by the client, and recommended corrective actions.

Analyzed systems and process from data captured during events to assess the need for more bandwidth or network to accommodate the client (USAID/State Department) needs to allow GLAAS (PRISM) data to be transmitted and delivered immediately with the least downtime.

Helped to troubleshot functionality issues encountered during procurement system actions.

Analyzed hardware and software reliability and utilization reports; identified and defined problem areas, recommended corrective actions.

Handled tickets escalated from the Tier I/II support team related to Momentum Interface issues reported by the user community.

Provided support of the application loaded in a Windows Server 2012 R2 developed in .NET Framework v.3.0 CLR2 using the Visual Studio 2005 to debug issues reported by the client.

10/01/06 – 02/01/09 OnPointWashington, DC

Senior Systems/Application SupportAnalyst

Completed the installation and configuration of the PRISM application and the database.

Provided level II and level III support to users on errors messages coming from the PRISM database and the Web Server level.

Participated in the on-call rotation in order to support the production environment in after hours and weekend work.

Provided senior level technical support to Federal Aviation Administration (FAA) Oracle Compusearch Interface (OCI).

Troubleshot functionality issues encountered during procurement system actions

Documents and tracks script errors and functionality problems.

Remote troubleshooting using WebEx.

Assists the FAA OCI Technical Team with patches and new installations.

Provided support of the application loaded in a Windows Server 2012 R2 developed in .NET Framework v.3.0 CLR2 using the Visual Studio 2005 to debug issues reported by the client.

Assisted FAA Management answering questions regarding fixes, and code changes delivered by the client (Compusearch).

Maintained open channel communication with clients (Compusearch and Oracle) to correct issue encountered in the interface tables.

Troubleshot Prism OCI interface using Export Jobs application (FPT server) errors, when interfacing with Oracle Apps version 11.5.9.

Worked in the Delphi (Oracle Application) to Sync with the PRISM application.

11/01/03 – 9/30/06 Compusearch Software System Dulles, VA

Interface Technical Support

Troubleshot functionality issues encountered during new installations, researched, documented and reported script errors to the Development team to be fixed.

Installed new patches and fixes using SQL Plus, created and run test scenarios validating new patches/fixes returning from developers.

Troubleshot errors reported by the user community in regards the OCI interface, acted as a main contact person for all OCI installations, configuration, and testing. Maintained up-to-date records of all software releases, and accepted by the customer.

Created test scenarios to accommodate customers requirements and business processes. Acted as a QA Analyst to validate scenarios created at the customer location, analyzed issues encountered in any of the test scenarios created to report any issues back to the development team.

Installed Prism COTS software developed as e-procurement for the Federal and State Government, to include twenty-five Federal Agencies and DOD/DOI.

Troubleshot Prism OCI interface using Export Jobs application (FPT server) errors, when interfacing with Oracle Apps version 11.5.9.

Installed Data Bases and Web Server upgrades and new releases.

Troubleshot Web Servers connectivity and network errors (Windows 2000 Server), and issues encountered at clients site.

Provided support of the application loaded in a Windows Server 2012 R2 developed in .NET Framework v.3.0 CLR2 using the Visual Studio 2005 to debug issues reported by the client.

11/2002 – 08/2003 CSC Chantilly, VA

Systems Analyst

Troubleshot procedures used to review, correct, and certify cargo information translated to billing data, which interfaces directly to the core accounting system, TFMS-M (Oracle Financial)

Provided support and training for worldwide customers of the Cargo and Billing System (CAB), a DOD web-based non-core billing system.

Answered questions, research, resolved, documented and reported problems using the Siebel 2000 Service Request System (Oracle Discoverer tool)

Worked with relational databases using Oracle 8I version.

Provided support to user’s trying to Microsoft Outlook 2000 accounts.

Provided PC configuration support, workstations and laptops with Win 9x, 2k and NT.

Escalated system faults to the appropriate level for resolution, as needed. Track problems to resolution.

Generated, reviewed, analyzed reports to document reported errors

Reviewed trends in reported system errors, and recommended corrective action.

Prepared reports for Project Manager and Customer review.

Designed ad hoc queries using Cognos and Query Builder (Oracle based applications)

9/03/2002 to 10/30/2002 Adecco Technical Chantilly, VA

PC Deployment.

Worked in a Project Unisys/Social Security Administration.

Helped with the conversion of PC's from token ring to Ethernet.

1998 – 05/2002 Sprint PCS Tallahassee, FL

Service Assurance Technician I

Provided prompt coverage and resolution for a 24/7 on call environment, provided sixty percent phone and forty percent in person helpdesk support.

Provided IT and Telecommunication support on a day-to-day basis. Operation support and backup, diagnosis/resolution of network connectivity, experience installing and troubleshot Oracle web based applications, and support of Microsoft Exchange 5.5.

Troubleshot remote Aspect Switches connecting Jacksonville and Tallahassee.

Assisted in maintaining the facility's LAN.

Migration upgrade of company operating systems from Windows 95 to Windows 2000.

Installed different software applications to ensure the properly functionality of PC’s utilizing multiple operating systems (Win NT, 95, 98, 2000).

Documentation utilizing Remedy (Ticketing System) to track and troubleshoot any issues related with network and servers, ensuring prompt resolution.

Managed several different UNIX servers. Provided daily/weekly/monthly backups. Troubleshot for errors with the Lucent/Avaya G3r Switch (UNIX). Troubleshot and provided support for CMS (Unix/Solaris), Fujitsu PBX (UNIX over Windows), Call Accounting System (UNIX), Witness (SQL software), Call Management, IEX (call routing system software) and Audix Voice Mail Systems.

Tier II Technical Analyst (Wireless Technical Support)

Troubleshot problems found 100% phone support to users with errors using Windows OS (9x, NT, 2k, ME, XP and Macintosh).

Provided troubleshooting to Sprint PCS customers for existing and new wireless web products. Determined appropriate escalation steps and ensured resolution for data connectivity with most of the ISP providers.

Worked with Application Engineer troubleshooting with customers experiencing difficulty-obtaining access to the Wireless Web option on Business Accounts. Worked with Short Messaging System, PC, GUI and Outlook/Exchange.

Accurately provisioned service for the wireless handsets.

Troubleshot handset problems, resolved situations regarding the handset and network.

Education:

1986 – 1990 University of Havana – 4-year degree in Accounting Havana, Cuba

1999 Training for Sprint PCS wireless services.

1999 Training for a Wireless Web on Sprint PCS.

2000 Hands on training in Lucent/Avaya G3r Switch.

2001 Hands on training in Fujitsu Switch.

Network Training - SprintUniversity of Excellence.

DS1/DS3 Training - SprintUniversity of Excellence.

2009 Learning Tree International - Oracle Database 10g Administration: Hands-On

2013 VTC – QuickStart! – Microsoft Windows SharePoint Services 3.0

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