Customer Service Software

Robert A. Williams

*** ****** ***** • Bear, DE **701 • Tel 302-***-**** • Email: **********@*******.***

SYSTEMS ANALYST

Experienced and results-driven IT professional with demonstrated credentials and expertise in Information Resource Management. Clarify intricate technical solutions to business users, resulting in successful implementation. Demonstrates commitment to superior customer service through positive attitude, leadership, and hands-on teamwork. Qualifications include:

Skilled at managing complex projects, customer expectations, and rapidly evolving requirements.

Outstanding communication and interpersonal capabilities.

TECHNOLOGY

Programming Languages: XML, Visual Basic, Java Script, VBScript, HTML5, Active Server Pages, SQL, PL/SQL, Adobe Dreamweaver, Crystal Reports

Database Systems: Oracle, MS SQL Server 7.0/2000/2005/2008/2014, MS Access

Operating Systems: Sun Solaris, NCR UNIX SVR4, AIX, HP-UX, Windows NT, Windows 2000/XP/2003/2008, Red Hat Enterprise Linux, virtual servers, VMware

Service and Tools: MS Visual Interdev, MS Visio, Tidal Enterprise Scheduler, VMware vCenter, CA Network Monitor, BMC Patrol, SiteScope, Solarwinds, TrueView Central, Dynatrace, LAN, IIS, DNS, DHCP, TCP/IP, Active Directory, Apache Tomcat, Jboss, LDAP, Supply Chain software, Warehouse Management System, SaaS, ERP software, A+Plus, SAN, NAS, SNMP, Citrix Xenapp, VPN, MS Office, EMC Storage, Comvault optical backup, SharePoint, change management, UNIX shell/batch scripting, Hansen and Munis Public Sector Software.

PROFESSIONAL EXPERIENCE

Operations Mar 2018 - Aug 2018

Berkley Technology Services via Computer Enterprises, Inc.

Production system, network monitoring, VMware Vcenter server/service restarts, Tidal batch processing, Tidal/SQL problem escalation, resolution and creating/updating application/operational SharePoint procedures for MS Windows Servers and UNIX environments.

Energy Consultant July 2017 - Aug 2017

Protocall Communications

Advised commercial businesses of the energy changes impacting their businesses and how to minimize their impact with cost cutting programs.

Application Support Engineer Jun 2016 - Aug 2016

Advance America

Support of in-house production loan applications (LoanGuard) using XML, HTML, SQL on Windows 2008 servers to resolve customer issues. Troubleshoot loan application problems using web based in-house event logging software (TeamDashboard). Assist in making accounting transactions to resolve customer service representative loan issues.

Systems Analyst Mar 2015 - Oct 2015

Cecil County Government

Production operational administration/monitoring of Hansen (Infor) Public Sector CDR Software to handle permits, zoning and public works projects. Modified Crystal Reports used for permit reports, and zoning. Worked on resolving data integrity issues encountered in MS SQL Server 2005 related to the application. Used Adobe Dreamweaver CC and HTML5 to change cold fusion navigation problem on their website. Training on Munis (Tyler technologies) Public Sector software to support Finance department. Documented the operational procedures related to the Hansen software, promoted better inter-departmental communications and productivity.

Systems Analyst Oct 2013 - April 2014

CapitalOne 360 via Intelligent Capital Network

Implemented and validated ATM Locator package on CapitalOne's pre-production QA environment interfacing with Oracle, Tidal scheduler to document/test operational procedures/scripts when and where jobs ran and other associated banking applications. Deployed 3rd party client software packages to test compatibility with Java 1.7 for browser, citrix xenapp based environments and troubleshoot results for desktop team. . Using my System Administration knowledge, gathered O/S version, application/database accounts, application dependencies, security certificates, implementation and troubleshooting procedures working with application subject matter experts from over 300 application/database/web servers on Windows 2000/2003/ 2008, Red Hat Enterprise Linux and AIX environments to assist in a Data center migration project.

Application Administrator March 2008 - June 2013

Amtrak via PCN

Managed system administration of Spear4i’s (Infor) production Work Management System (ERP) for Amtrak’s Mechanical Division accross the country for train maintenance. Troubleshoot user problems related to mechanicalEngineering applications (Paradigm Document Management, ASAP/Exacta Warehouse Management, SharePoint), infrastructure, change management, release mangement, incident management,scripting, training, performance and hardware. Managed application installation,upgrades/patches, citrix monitoring, testing, backups, administer active directory accounts for production and training environments. Interfaced with Oracle, Network, Vendors and Citrix teams to resolve system problems and performance issues. Created documentation for the support team to resolve application problems and performance issues. Provided support of Motorola MC75 mobile devices and Time Entry Devices used with MAXIMO software.

Product Support Analyst May 2007 – December 2007

TacWorld, King of Prussia, PA

Provided production e-commerce support for external facing websites and applications, troubleshoot problems, and monitored website performance on Red Hat Linux and Windows 2003 servers. Used SQL to gather data from Oracle to validate e-commerce problems and generate reports.

EDUCATION AND TRAINING

Associate of Science, Computer Science Pierce College, Philadelphia, PA

Company IT Training Include:

Oracle Administration Windows 2000 Server Windows NT Server XML

MS SQL Server Visual Basic Java Script HTML

AIX Administration Active Server Pages Adobe Dreamweaver Crystal Reports

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