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Support Software

Location:
Lucena, Quezon, 4301, Philippines
Posted:
March 20, 2019

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Resume:

MARIA MONICA OPAGUE GONZALES

Kamuning, Quezon City +639**-******* ac8ul3@r.postjobfree.com

Education

FEU – East Asia College

Bachelor of Science in Information Management (May 2003 - October 2007)

Work Experiences

Application Support Specialist

Encora Management Services Philippines Inc.

Unit 802 BDO Plaza

8737 Paseo De Roxas Makati City, Philippines

February 26,2018 – Present

Provides operational support to business-critical application for Supply Chain in WebSphere servers and collaborate across business units on technical solutions and processes.

Handles incident resolution on issues that were reported through system -generated alerts/service requests raised by end users.

Restarts service applications installed in different platforms like Windows, AS400 and LINUX

Patch software updates on UNIX servers

Administers logins/access of colleagues globally

Deploys new/change/emergency request maps and SQL scripts in Production environment and perform health checks on Pre and Post deployments.

Identifies data and connectivity issues encountered on mapping using IBM WebSphere Transformation Extender (WTX) and inform the source system / customer.

Monitors Production and QA servers for queue names(MQ) used by our clients.

Application Support Specialist

DHL Information Services (Asia Pacific) Sdn Bhd

3509 & 3511, Jalan Teknokrat 5, 63000 Cyberjaya, Selangor, Malaysia

January 1, 2016 – December 15, 2017

Provides Level 2 support for DHL colleagues globally, specifically DHL Express users

Deploys map, (Base, Clone, and Change Request maps) WM packages and configurations in both QA and Production environments using Cross Vista (XV) application.

Handles production and UAT issues on Webmethods Integration Servers, GXS Application Integration, and connectivity (FTP/SFTP, Axway API Gateway – Web Services Broker).

Performs Disaster Recovery switch

Monitors Integration Servers via Veritas Cluster and restarts when necessary

Coordinates to different teams for faster resolution of production issue

Participates in on-call support during weekdays and weekends for US shift.

Trains new colleague related to DHL Express support tasks

Managed File Transfer Technical Support Analyst

United Health Group

Building N - Central Avenue, UP AyalaLand Techno Hub, Diliman, Quezon City

August 11, 2014 – December 23, 2015

Performs file transfers and verifies the completion of automated file transfers

Maintains tracking records related to files being transferred or processed

Troubleshoots and corrects problems with existing automation & procedures

Creates an account and resets password of internal & external clients for Aim Health (Move IT - Franklin) application

Participates in on-call support as needed for coverage and remediating incident and problem management tickets

Monitors four (4) Windows 2008 servers (Prod, Test, Stage ) to make sure that all are running properly on Automate Task 6

Creates/updates/decommissions new/existing tracker jobs based on the HPSM ticket request

Intermediate Systems Integrator / Analyst

GXS Philippines Inc.

36F Tower 2 RCBC Plaza Ayala Avenue corner Buendia Makati City 1299

July 2010 – August 1, 2014

Provides 3rd level support to Managed Services and Trading Partner integration issues across Americas region.

Setup Trading Partners using GXS Trade Guide 5.0 / 5.2, GXS Enterprise System 7.5, and Document Cycle Tracking System (DCTS).

Deploy maps (Base, Clone, and Change Request maps) in both PreProd and Production environments using Putty (Unix).

Setup connectivity using the following protocols like FTP, AS2, VAN, HTTPs/HTTP and SFTP on the Managed Services side.

Provides a report to GXS client via phone call (weekly meetings) with regard to the request completed or any clarification needed.

Handles different types of document formats; ANSI X12 (850, 856, 810, 820, 204, 997), XML and Flat Formats

Updates shell scripts as requested.

Communicates with different teams internally to be able to complete the request raised by the Client.

Performs end-to-end connectivity and map testing to ensure the setup is working properly before delivery (Quality Assurance).

Assists production - related issues on Trading Partner setups.

Involves in the implementation of Enterprise level application configurations through the use of Change Management protocols.

Technical Support Engineer

GXS Philippines Inc.

36F Tower 2 RCBC Plaza Ayala Avenue corner Buendia Makati City 1299

January 14, 2008 – July 13, 2010

Provides 1st level - Technical support to GXS customers via phone and/or electronic format for various GXS products and services.

Diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of GXS products within the established guidelines.

Delivers technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.

Monitors e-commerce applications - GXS Enterprise System and Application Integrator, communication protocols - AS2, FTP, HTTP/HTTPs, and system alerts.

Participate on incident and problem escalations; communicate with clients and internal GXS team members to gather information and provide status updates about incidents and problems.

TECHNICAL SKILLS

E-Commerce Application: GXS Application Integrator (EDI), GXS Enterprise, IBM WebSphere Transformation Extender (WTX)

Programming Languages: UNIX (SSH Commands)

Database Software: SQL Developer

Application Software: Microsoft Office (MS-Word, MS-Excel, MS-PowerPoint, MS-Access)

Operating Systems: Microsoft Windows: Windows 8, Windows 10

Simulation Tool for Cisco Router: GNS3, Packet Tracer

Networking: Cisco Routers Configuration

Ticketing System: Siebel, HP SM9, GSN

FTP Protocol: WS_FTP PRO, FileZilla

Data Backup & Recovery Package: Tivoli Storage Manager – Backup Archive GUI

Automation Tool: Automate Task 6 Administrator, CA Release Automation

Network Software: IBM Websphere MQ Explorer v7

Enterprise Software: My Webthods (9.5), Eclipse Designer by SoftwareAG, Cyclone (Axway)

Clustering Software Veritas Cluster Server

API Gateway Management Tool Policy Studio

MQ Application MQ Visual Edit

Monitoring Tool SiteScope, Kibana

TRAININGS

CCNA Boot Camp - RivanIT, VoIP Consulting

July 22, 2012 – August 19, 2012

oBasic VoIP setup

oBasic Sub netting

oBasic Routing (OSPF & EIGRP)

oBasic DSU/CSU, Frame-Relay & NAT Setup

GXS Application Integration Training - GXS Philippines Inc.

August 13 – September 4, 2009

oDevelop EDI maps using Workbench & Trade Guide (4.1 & 5.0)

oLearn basic codes use in developing maps

oRead log files and troubleshoot errors

Supply Chain Management - GXS Philippines Inc.

September 7 – 8, 2009

Basic Cloud Computing (Online Training) - United Health Group

December 2014

Certified Logistic Professional - DHL Information Services (Asia Pacific) Sdn Bhd

July 2016



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