Technical Support Customer Service

ANTHONY PORCH

PROFESSIONAL SUMMARY

Experienced systems analyst with +10 years’ experience in the transportation and logistics fields in Pickticket Management System. Over a year of hands on experience implementing and providing support for Red Prairie WMS. Also possess +6 years as a QA/BA analyst.

PROFESSIONAL EXPERIENCE

FedEx Ground (Kelly then FedEx, Hutchins, Texas 09/16 – Present

Package Handler

Load Trailers as prescribed by sort.

Unload Trailers as prescribed by sort.

Small Business Owner (Grounds Keeping, Landscaping, Porter, and PC Repair), Dallas, TX 01/14 – 09/16

Provide technical support for various small business and personal PC’s.

Provide outstanding customer service to all end users.

Landscaping in Dallas and Jacksonville area.

Interactive Resources LLC, Jacksonville, Florida 08/13 – 01/14

QA Analyst

Perform regression and functional testing.

Test Quick Fix Testing for hot fixes.

Create Test cases for new projects interacting with developers and project team.

Coordinate or Join calls related to QA’s participation in projects development obtaining information from BRD (Business Requirement Document) for test script creation.

Document SharePoint for interested parties to review.

Update Manager and group regarding project, fixes, and regressions progress daily.

CEVA Logistics (TNT Logistics), Jacksonville, Florida 06/11 – 09/12

Solution Analyst I, IS&S Development

Create SDD, TDD, Work Instructions, delivered to customer and support team off shore.

Fielded 24x7 call rotations and provided Red Prairie WMS and SAP WM warehouse management system application support to end-users.

Implementation assistance, Venlo (Netherlands), ((Oshawa(PkMS) and Toronto(Unicode migrate to Red Prairie) (Canada)), Elkridge (Il) Logistics and Reverse Logistics, Lewisberry(PA), Reno(NV), Puerto Rico.

Participate in analysis, development, support, and testing existing and new functionality.

Test and production access to TIBCO examination, research, and resend data.

Prepare Data Take-on data and upload (spread sheet converted to CSV file) using FileZilla) to WMS Matrix (Red Prairie)

Interface mapping and testing, working with EDI developers, between customer and PkMS’ COMLINK adhering to AIM compliant data into PkMS.

CEVA Logistics (TNT Logistics), Jacksonville, Florida 01/05 – 06/11

System Analyst III Development Group

Participate in analysis, development, support, and testing existing and new functionality.

Interface mapping and testing, working with EDI developers, between customer and PkMS’ COMLINK adhering to AIM (Advanced Information Manager) compliant data into PkMS (Pickticket Management System).

RF (Radio Frequency) and Workstation functional and regression test within PkMS.

Functional and regression test MA (Manhattan Associates)’s Optimization Suite’s Performance Management extracting data from PkMS via DNS (Domain Name System), ODBC (Open Data Base Connectivity), and Business Objects (Crystal Reports v11).

Functional and regression test MA’s Optimization Suite’s Labor Management (extracting data from PkMS).

Change Management promoting code changes by developers and updating code change tracking tool of status of change request.

Record/Script PkMS functionality in Hewlett-Packard (Mercury Interactive)’s Quality Center, automating when necessary in Quick Test Pro.

Support/Train Developers and Project Team on the Quality center.

Maintain/Update project team with MS Project and Power Point.

Supervising Lumpers and fork lift drivers.

Assisted in Changepoint implementation, development side.

Kean Inc. (APL Logistics), Jacksonville, Florida 01/98 – 01/05

QA Analyst

Perform regression and functional testing on various applications using the AS400 and the RS6000.

Document manual and automated test scripts and develop test plans using Mercury Interactive Products (Mercury Interactive Test Suite).

Monitored project requests using Support Magic Total Service Desk Enterprise.

Create, update, and close defects communicating with developer and project manager.

Perform system administrative duties on UNIX applications. Duties included monitoring usage and performance, troubleshooting any issues found and fixing those issues.

Participated in the development of user requirements for new projects by attending JAD sessions and doing system and documentation reviews prior to development.

Performed QA duties as part of a team to ensure that projects were implemented on time and that the customer’s requirements were fulfilled.

Assisted in system upgrades for UNIX and Informix.

Perform 2nd and 3rd level user support for proprietary Warehouse Management System (WMS).

Traveled to various customer locations to support new application implementations. Roles included QA, Support, and Training as needed.

Facilitate the transfer of EDI for Test data via EXTOL and XML.

GATX Logistics Inc., Jacksonville, Florida 05/97 – 01/98

System Support Coordinator

Support Operating Systems AS400, UNIX (RS6000), Informix Database in a Win98 and Win95 environment documenting with Support Magic

Answer inbound calls as a member of Helpline services, logging the issue in Support Magic. After performing triage, either provided a solution to the satisfaction of the client or forwarded the issue to the appropriate group for resolution.

Perform 2nd and 3rd level user support.

Provided onsite support and training for existing and new customers.

Perform manual test for RS6000 applications.

Assist QA group with functional and regression testing for WMS system.

Performed system administrative duties for an application, which has UNIX for an operating system and Informix as its database.

Trouble shoot the transfer of EDI for Test data via EXTOL.

GATX Logistics, Inc., DeSoto, TX 09/93 – 05/97

Customer Service Representative III

Operating System; OS400 and UNIX in a Win95 environment.

Communicate with customer and fellow associates with shipping and receiving data regarding customer’s expectations.

Coordinated with warehouse leads to meet customer’s daily expectations.

Ensure drivers, whether inbound or outbound, enter and leave the facility with the correct documentation and load.

Maintain accurate records that were not online.

Enter the above information accurately and in a timely manor in system in Sys36 and SAP.

EDUCATION/PROFESSIONAL DEVELOPMENT

IBM UNIX/AIX Training (At IBM in Atlanta)

University Of North Texas (attended classes)

High School Diploma, Jesuit College Prep School, Dallas, TX

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