Production Support Analyst

SYBIL L. MILLER

**** ****** ****, **

Smyrna, Georgia 30082

Residence 770-***-**** ? Cellular 770-***-****

*********@*********.***

SUMMARY STATEMENT

An accomplished Information Technology management professional with years

of comprehensive experience in a multi-site, multi-host, networked

environment. Highly knowledgeable in all IT areas as well as business

principles and processes. An understanding, innovative individual who has

an excellent sense of teamwork to get results by instilling commitment,

trust, fairness, and loyalty. Experience in:

Analysis

Project Management

Troubleshooting

Network Management

Data Center Operations

Testing

Staff Management & Development

Applications Development

Vendor Management

Crisis Management

Change Management

Configuration

COMPUTER SKILLS INVENTORY

Languages: Korn Shell (UNIX), JAVA, COBOL, BASIC, PASCAL

Operating Systems: UNIX (Sun Solaris, AIX), Windows NT, VM/CMS,

MVS, DOS

Software/Utilities: SQL, Oracle, NAS, iPlanet, Patrol

Orbix, SecureCRT, Mercury BAC, Siteminder, JCL

PROFESSIONAL EXPERIENCE

2002- Senior Production Support Analyst

Nov 2013 Employer: Accenture / dedicated to AT&T

Maintain internet and intranet applications hosted on 150+

servers (Solaris, Windows, AIX).

Proactive and reactive problem resolution/crisis management,

system health

monitoring and functionality testing for troubleshooting

BEA WebLogic and NAS application

instances, SunOneWS and iPlanet web instances. Develop

shell scripts to monitor and support

applications and system health. Engage vendors,

technicians and developers in problem

analysis/resolution. Develop custom reports, document

applications and processes, and compose job

aids. Engage in team mentoring.

Accomplishments:

* Development of problem resolution aids. Korn shell, Mercury BAC,

Patrol

* Became familiar with Oracle SQL

* Learned software to support applications: BEA Weblogic,

AOTS problem management,

knowledge of applications for testing, etc.

* Implement, maintain web traffic analysis system

* Development of web-based application summary reports

* Trained other team members (both US and India)

2000 - Application Developer MB/DB

2002 Employer: Accenture / dedicated to BellSouth

Monitored the development of MB/DB eStore EBPP, Long

Distance Remedy, and Address Cleansing.

Assisted with testing efforts for eStore Norder, eStore

EBPP and Address Cleansing.

Lead the effort to transition the Address Cleansing

application into BellSouth (BASA) and deploy the

application into the BellSouth datacenters.

Provided application support for the MB/DB applications -

eStore EBPP and Address Cleansing.

Gained knowledge of Vitria, Java, and UNIX in order to

provide support for these applications.

Constructed SQL queries to test software modifications.

Accomplishments:

*Learned and modified MB/DB applications

*Learned Java language in order to provide technical

support

1999 - Test Analyst

2000 Employer: Accenture / dedicated to BellSouth

Planned, constructed, and executed product tests and

release control processes.

Accomplishments:

* Process review program to monitor data collection, detect

problems/failures.

* Learned Access

* Provided technical and group leadership

1999 Software Developer

Employer: Accenture / dedicated to BellSouth

Learned all aspects of configuration within the Siebel

application, in order to gain

Siebel knowledge to eventually support the application

and share knowledge with others for future

releases.

Provided input for the detailed design, coding, component

testing and assembly testing for selected

work units within the Wholesale Customer Care project.

Accomplishments:

*Learned Siebel programming language

*Reviewed program to monitor data collection, detect

problems/failures

1980 - Software Developer

1999 Employer: BellSouth

Designed, coded, component tested, and debugged several

different COBOL applications.

This maintenance included both online and batch

processing.

Accomplishments:

*Refined COBOL, IMS DB/DC, DB2, and JCL skills

*Learned programs to make modifications and detect

problems/failures

EDUCATION

MBA in Management, Georgia State University; Atlanta, Georgia

B.A. in Mathematics, Spelman College; Atlanta, Georgia

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