Production support engineer
Resume:
CASSIDY KEIDEL
***********@*****.***
PROFESSIONAL SUMMARY:
Over 8 years of experience in the IT as Analyst/Engineer/support/QA roles. Supporting applications on many platforms including Microsoft based with client-based applications. I also have a good analytical background with years of problem solving, collaborating between teams and monitoring issues.
TECHNICAL SKILLS:
Languages: Java, C, C++, SQL
Internet Technologies: HTML, XML, Java Script,
Platforms: UNIX/Linux, MAC, MS-Windows, Netezza
Support applications: Active Directory, Citrix, VPN, VDIs, SSL, TWS, RSA, CA7, Mainframe Batch, Informatica
SOFT Skills:
High orginizational skills, excellent writing skills, strong process skills, and leadership ability, strong interaction with all leves of any orginization, able to work in a fast-paced, rapidly chaning enviernmont
Strong technical aptitude and ability to logically analyze and creatively solve complex issues
Detail-oriented drive to investigate and dissect information with a strong focus on quality
PROFESSIONAL EXPERIENCE:
Alliance Data, Columbus OH NOVEMBER 2015 – Present
Application/Production Support Analyst
Provides setup of production jobs for execution, automation, and scheduling for business-critical areas including daily client file transfers and EDW production batch, and enterprise-wide reporting and analytics in a 24/7/365 environment. Manages assigned Change Management tickets and Trouble Tickets. First level support for the abended code. Performed code releases as well. Advanced support for a broad range of process on UNIX, Linux, Mainframe, Windows, database, networks, and data security
Chase, Columbus OH JULY 2009 – OCTOBER 2015
IT Support - L2
Answers, incoming help desk inquiries via live chat, tickets and calls working on requests for assistances with internal clients home abroad and venders with hardware, software, Mainframe, requests, and other computer related technologies to a root- cause analysis. I reset passwords, help people to get on their networks from home, through VPN and Citrix and with the use of RSA archer. Worked with 100's of applications which include: Microsoft applications, Sybase, Mainframe, Pega. I oversaw the processing and maintaining requests, and training on different applications and helped with the automation of products
ATM QA
As the ATM software would be deployed; I would be writing and executing UAT tests scripts to figure out if the ATM complies with specified hardware and software requirements. If it did not meet the requirements or there was an error I would open tickets in HP Quality Center to get the error resolved. I would also load the images to the ATMs and maintain the ATM cards with in the lab. Worked over 4 different brands of ATMs: Wincor, Diebold, NCR, Hyosung
IT Branch Support II
Worked the refresh project; Refresh project, help desk update equipment is listed as out of warranty such as servers and pc terminals. Implemented and built new software, assisted clients with software, re-imaged machines, data entry, and worked off a ticketing system to do help desk support Worked on migration project; converting Washington Mutual inventory to JP Morgan Chase
Discover, New Albany OH August 2010 – June 2011
IT Help Desk
Answers, incoming help desk inquiries and requests for assistance with hardware, software, Mainframe, networking and other computer related technologies. I reset passwords, helped people get on the network from home, threw VPN and Citrix and with the use of a RSA token and other basic help desk tasks with internal clients Worked with applications such as, Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, and Outlook. I also trained people, and during a typical day I would get 30- 40 calls in a 24x7 work environment
EDUCATION:
California State Polytechnic University Pomona
Studied Computer Science degree
ACHIEVEMENTS & ASSOCIATION:
National Senior Classical League
Member of the Ohio chapter
Saddleback College tennis team
VOLUNTEER:
Thought English as a second language to migrant workers in Ohio
Tutored colleagues in English (Where English was their second language) and Math/Business Calculus at California State Polytechnic University Pomona, CA, and in Columbus OH
Assisted new arrivals, activities and events at International Center of California State Polytechnic University Pomona, CA
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