WILLIAM K. WINIKER

**** * ******* ** ********, AZ 85139 (C) 480-***-**** ac1wb3@r.postjobfree.com

PROFESSIONAL SUMMARY

Accomplished Technical Support, Help Desk, Application and Database Support professional for major service corporations, predominant strengths are; providing quality customer service with excellent communication and people skills.

SKILLS

Languages

Proficient in: PL/SQL

Familiar with: T-SQL, Python, C#, HTML, CSS, JavaScript

Software

Database:

SQL Server 7.x/8.x, Oracle 10g/11g

Platforms:

Linux Caldera 1.1/2.2, Win2k, WinXP and Windows 7 clients, Windows 2000 and 2003 servers

Applications:

Lotus Notes 6x/7x, AS400, Citrix Metaframe 1.8, MS Exchange, MS Outlook, MS Excel, Crystal Reports, Pivotal Reports, Saleslogix CRM, Microsoft SMS, Remote Desktop, Net Meeting, WebEx, Quickbase, Axsis, DBVisualizer, Toad, SQL Developer, User Manager, Able2Extract, SVN, IMS, Selenium IDE Selenium Webdriver and MS Visual Studio

WORK HISTORY

Application Support Technician II

10/09 – 07/17

American Traffic Solutions, Mesa Arizona

Primary responsibilities included:

Monitoring incoming and outgoing files within the DMV and Axsis databases, as well as fixing record errors, updating information due to parsing issues and notifying development of needed code adjustments to resolve issues

Resolved issues received to include: Client Configuration, Data Adjustments, Client Setup Tasks, and Data Requests within Axsis, IMS, ADMS, Violationinfo.com and User Manager Applications

Escalated service and incident tickets in ESC (Agiloft) ticketing system to Application Owners, Developers, and System Administrators for resolution as needed

Assisted the Project Management team with the FTP Migration Project, including coordinating FTP migration with clients, and updating FTP Information within the Oracle production database

Verifying file delivery to clients FTP or SFTP directories using FileZilla

Coordinated the Bi-Weekly IMS software release and SQL database update

Updated existing, and inserted new SSRS reports into SharePoint as well as managed subscriptions and data sources

Executed update and insert statements in the Axsis and DMV production databases using PL/SQL, within Oracle 10g and 11g environments

Created PL/SQL Scripts to generate ADHOC reports from Oracle as requested

Monitored, updated and resolved issues within the BPA accounting information application and database

Developed Selenium test file scripts to address Axsis operational testing requirements in both legacy and virtual environments

Performed operational testing of Axsis and BPA to validate functionality after server patching activities

Participated as ITIL Problem Team Manager for Application Support department, created problem tickets, setup problem meetings and tracked status, resolutions, and root cause of issues

Application Analyst

10/08 – 08/09

US Airways, Tempe Arizona

Primary responsibilities included:

Configured GENUS 1 clocks for deployment and/or replacement to various airports participating in the program

Created Readers and Reader Groups in the Workbrain application database

Added employees to Readers and Reader groups as appropriate in the application front end

Managed employees’ profiles in clock database utilizing the EIM utility

Created .csv file and imported shift patterns into the Workbrain database as requested from stations

Troubleshooting of GENUS 1 clock failures to determine root cause and resolution

Created .csv file and imported shift patterns in the Workbrain database as requested from stations

Updated GENUS 1 clock software remotely using TFTP to transfer contents of .jar files

Created spreadsheets for the tracking and analyzing of GENUS issues and distributed equipment

Help Desk Analyst II

04/05 – 09/08

Countrywide Financial Corporation/Bank of America, Chandler Arizona

Primary responsibilities included:

Assessed client’s needs, researching and evaluating root cause, studies workflow to identify problems and make recommendations for resolution

Provided technical support on all aspects of multiple applications and determines best course of action in order to resolve or escalate issues

Resolved issues of moderate complexity utilizing acquired system and mortgage banking knowledge within the EDGE, StatusMart, and CLUES environments

Evaluated, diagnosed and resolved complex end-user problems or outages with hardware and software including printer issues on the Win2K and WinXP clients and Windows 2000 and Windows 2003 servers

Supported and resolved issues with Lotus Notes 6x/7x including installing and troubleshooting E-Mail system freezing or errors received

Participated in related systems projects, providing assistance in research and design, testing, implementation and, most critically post-implementation

Provided training and information, primarily via the telephone, to users regarding application and system usage

Escalated tickets of complex issues to 2nd or 3rd level for assistance when necessary

CAC Technician 08/03 – 04/05

Multi-System Solutions Inc., Phoenix, Arizona

Primary responsibilities included:

Supported clients using both DosPM and WinPM Property Management and POS Systems within both LAN/WAN Network environments

Troubleshooting all components of DosPM and WinPM Property Management System Software to include: Network Support within Windows 9X, NT 4.0, 2000, XP, and Windows 2003 Server environments.

Database and File Support within SQL Server and DOS environments

Call Accounting, PBXDID, CRS, and Key Lock interface connectivity support

Hardware support to include IBM and DELL CPU’s, monitors, Courier and US Robotics modems

Technical Support Analyst 07/00 – 04/03

Saleslogix Corp., Scottsdale, Arizona

Primary responsibilities included:

Incoming call support for customers and Business Partners, utilizing the Saleslogix Enterprise system on LAN/WAN networks.

Troubleshooting of all components of the Saleslogix enterprise system including Sales and Support, Sync Server and Client, Web Host, Client, and Web Ticket, Knowledge Sync, Scribe Migrate, Crystal Reports, Pivotal Reports, and Citrix Metaframe

Utilized SQL Server Utility tools to troubleshoot and identify data inconsistency issues within the SQL database environment

Assisted clients customizing the Saleslogix software using the Saleslogix Architect

Acquired and maintained knowledge of SalesLogix products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users and system administrators

Attended training sessions offered within the Technical Support group and assisted in training new personnel as needed

Participated in team projects that enhance the quality or efficiency of department

EDUCATION

Sanger High School – Sanger, CA.

Received: Diploma – General Studies

Training Solutions – Phoenix, AZ

Received: Advanced Microsoft Administrator Certificate

Did not complete MCSE course, school closed due to bankruptcy

TRAINING

Cendant In-House:

Linux Caldera 2.2 Administrator

Saleslogix In-House:

CTX-302.2 MetaFrame Administration Certificate

Certified Customer Interaction Specialist

Certified in Problem Solving and Troubleshooting

Saleslogix Certified Engineer (SLXE)

Self-Directed:

Udemy.com:

The Best Software Testing Training You Will Ever Get (In Progress)

Selenium WebDriver Complete Course - Build A Framework using C# (In Progress)

Selenium WebDriver - Jumpstart your QA Career

Codecademy.com:

Learn HTML and CSS

HTML5 and CSS3

Learn JavaScript

ExecuteAutomation.com:

Selenium Automation with C#

Tutorialspoint.com:

Computer Programing Tutorial

CBTNuggets.com:

Microsoft Programming .NET 4 Software Development Fundamentals 98-361

ITIL Foundation Level

Citrix Virtualization CCA XenApp 6 A18

Amazon Web Services: AWS Foundations

Oracle Database 11g SQL Fundamentals 1 1Z0-051

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