Michael Ludwig

***** *. ******** ***

Aurora, CO 80017

303-***-****

acd7tp@r.postjobfree.com

SUMMARY

• Seasoned IT professional with long track record of committed service.

• Over ten years of SQL experience and Remedy Trouble Ticketing System.

• Provided technical support to vendors, international external customers in addition to

internal personnel.

• Resolved technical issues with data and report generation.

• Communication skills are top notch both oral and written

Extremely hard worker with a winning attitude.

•

• Solid organizational abilities

• Strong interpersonal skills & teamwork ethic

• Strong presentation skills

• Willingness to travel

TECHNICAL EXPERTISE

• Advanced working knowledge of MS SQL 2000 and Oracle 10g.

• Advanced working knowledge of TOAD.

• Advanced working knowledge of Trouble Ticketing Systems including Remedy,

Onyx, and home grown versions on DBASE.

• Advanced working knowledge of MS Office Suite, including MS Word, MS Excel,

MS PowerPoint, and MS Access.

• Advanced working knowledge of Release Coordination process including SQL

Releases, ASP Releases and Java Releases.

• Advanced working knowledge of Active Directory.

• Advanced working knowledge of MS Exchange.

• Advanced working knowledge of Windows Server 2003 / 2008.

• Advanced working knowledge of Windows 8, Windows 7, Windows XP, Windows

Server and Windows Vista.

• Advanced working knowledge of MS Outlook.

• Advanced working knowledge of VMWare.

• Advanced working knowledge of Remote Desktop Connection.

• Advanced working knowledge of Microsoft Service Manager Console.

• Advanced working knowledge of Microsoft System Center Operations Manager.

• Project Management experience.

• Strong working knowledge of healthcare transaction systems.

• Strong technical expertise (e.g. database administration, software installation and

configuration, troubleshooting approach, etc.)

• Advanced working knowledge of Informatica, SSIS and SSRS

PROFESSIONAL EXPERIENCE

The Breakaway Group

Application Analyst (Contract position through BWBacon)

April 2014 - May 2014

In a team-oriented and highly collaborative environment, the Application Analyst II is

responsible for planning, design, implementation and operational management of

software systems, applications, and related services. Under minimal supervision, the

Application Analyst II ensures that our critical business and customer facing applications

are implemented and operated to meet requirements. This may include coordinating with

vendors, assisting with application selection, client server application installation and

configuration, reporting, documentation, and supporting end users.

Primary Qualifications Duties and Responsibilities:

. Analyze workflows and consult with business stakeholders to determine and document

system requirements.

. Design application and data architectures to support business requirements.

. Plan and manage software application installations, upgrades, and migrations.

. Install, customize, and configure software applications in a client server and web based

environment.

. Coordinating tests of the application system to ensure proper performance

. Creating technical diagrams and flow charts of applications for IT audience

. Automate technical processes and integrate applications systems using proprietary

methods, scripting languages, and web technologies.

. Develop management and customer reports using a variety of technologies including

MS SQL Server, MySQL, and LMS applications.

. Provision customer instances of web applications and databases.

. Document system configurations, technical procedures, and end user help.

. Perform tier 2 and 3 incident management, troubleshoot and resolve customer technical

issues.

. Proactively identify and remediate system defects and recurring issues.

. Providing on-going support and system administration to quickly resolve production

issues.

. Collaborating with technology teams to improve system monitoring processes to

continually improve the service delivery and support model for end users.

. Quality assurance/user acceptance testing.

. Utilize Joomla to upgrade / enhance existing and new Learning Modules.

TriZetto Corporation

Technical Analyst – CareAdvance Enterprise

February 2012 – April 2014

The Technical Analyst provides problem solving, analysis, or technical support on

business and on-line software issues. Supports client technical departments on specific

external customers on all aspects of user reported technical problems or questions during

installation, conversations, or complex data issues. Deals directly with customers to

ascertain problems and assist in resolving them to strive and build and maintain strong

customer relations and partnerships. Troubleshoots problems and contacts other technical

groups for consultation as required. Verifies and documents system defects.

Demonstrates expert proficiency using appropriate tools, platforms, and languages.

Enhances supervisory skills, shows initiative and takes responsibility for decisions that

impact project and team goals.

• Record and maintain customer reported questions/problems in Onyx incident

tracking system.

• Recreate, troubleshoot, and resolve complex customer questions/problems in a

professional and timely manner.

• Utilize analytical and project management skills to proactively identify gaps

between internal plans and external expectations and effectively communicate

with team members and customers.

• Create and manage technical project plan for software upgrades and or

implementations utilizing fundamental concepts, practices and procedures of

project management.

• Provide training and deliver demonstrations and presentations using MicroSoft

Powerpoint.

• Receive training / learn new technologies.

• Remotely connect to / maintain Enterprise Servers using Windows Remote

Desktop.

• Manage IIS Connectivity and configuration using Internet Information Server

Manager.

• Perform data validation and analysis using MicroSoft SQL Server as well as

Microsoft Excel.

• Perform application support of TriZetto propietary web based enterprise

application, CareAdvance.

Comforce Consulting on contract to Denver Health

Systems Support Specialist

September 2011 – November 2011

Hired as full time Denver Health Employee December 2011 – February 2012

Work trouble tickets using Remedy Ticketing System.

Remotely manage Servers using Remote Desktop Connection.

Work Change / Access Requests.

Remotely manage Virtual Servers using VMWare.

Manage permissions and access using Active Directory.

Interact with Helpdesk Staff, End Users and Development to resolve issues.

Participate in Team Meetings to discuss current projects and policies.

Manage DHCP Scopes and IP Reservations using Active Directory.

Perform Windows 2003/2008 Server Builds.

Install updates on Windows 2003/2008 Servers.

Decommission Windows 2003/2008 Servers.

Other duties as assigned.

K-Force Consulting on contract to Exempla Healthcare

Customer Support Specialist

June 2011 to August 2011

Customer Support Specialist providing Application Support and Systems Access.

Interacted with End Users, Helpdesk Staff, Developers and Network Infrastructure

Staff.

Prioritized and resolved application and environment issues.

Management of Service Requests.

Provided System Expertise to end-users as well as well as ongoing system training

needs.

Participated in team meetings to discuss current projects

Quantix Consulting, Inc.

Application Support Analyst

February 2010 to November 2010

Application Support Analyst providing Tier 1 and Tier 2 support, monitoring the support

request queue in Remedy trouble ticketing system.

Troubleshooting and closing trouble tickets.

Interacted with end-users, helpdesk staff, BA’s, QA’s, developers, network infrastructure

staff, DBA’s, in addition to external vendors to resolve application and environment

issues.

Management of service requests; prioritizing and resolving incidents and track them

against SLAs.

Provided support for all the applications including assisting end-users to fix their issues.

Problem identification, definition and implementation of short term work around and

coordination of long term software solution with development team.

Participated in unit, integration, and system test procedures as well as performed

application configuration tasks.

Coded small SQL-based fixes and ad hoc reports.

Provided system expertise to end-users and ongoing system training needs.

Participated in team meetings to discuss approaches to current projects.

Verizon/MCI WorldCom Communications

April 1988 to Nov 2008

Served as a trainer and subject matter expert for this telecommunications company;

developing a steady upward progression in responsibility while expanding skills,

expertise, and technical knowledge for over 20 years.

SQL Analyst, Release Coordinator, Technical Trainer - Jul 2000 to Nov 2008

Provided database support, reporting support, and analysis for business users for Verizon

customer service centers.

Managed all software releases for SQL, IIS Services, ASP and Java Releases.

Release Coordination between Development Team and Customers/Vendors.

Trained all new employees in installing releases, SQL Queries, usage of computer

website, and reporting.

Trained as many as 30 employees and customers in group settings as well as in

individual, one-on-one training.

Trained customers on MCI/VZ proprietary software and MS SQL.

Provided extensive Application Support.

Provided HelpDesk and Technical Support.

Worked HelpDesk Trouble Tickets using Remedy.

Project Management experience.

SQL Analyst, Remote Service Center Support - Jul 1999 to Jul 2000

Provided remote administration and support for 65 servers in 15 business services

centers.

Managed remote support via Microsoft Systems Management Server and Terminal

Server.

Used Microsoft SQL Server 6.5 for remote database support.

Trained users on SMS and Terminal Server.

Provided extensive Application Support.

Provided HelpDesk and Technical Support.

Worked Remedy HelpDesk Trouble Tickets.

Project Management experience.

SQL Systems Analyst - May 1997 to Jul 1999

Provided telephone Technical and HelpDesk Support and on-site Technical and HelpDesk

Support for MCI’s business customer service centers.

Supported hardware, software and telephone trouble shooting and problem solving.

Developed and refined skills in Windows NT Client Server, MS SQL Server, IBM OS/2,

IBM LAN, Requester/Server, Windows 95/98, 3COM, Ethernet Hubs, and Cisco

Routers.

Trained staff regarding software and hardware used in MCI’s customer service centers.

Trained customers on hardware and software listed above, as well as MCI proprietary

software.

Provided extensive Application Support.

Worked Remedy HelpDesk Trouble Tickets

Project Management experience.

Release Coordination experience.

LAN Administrator - Jan 1993 to May 1997

Delivered software support and server administration for IBM OS/2, LAN

Server/Requester, Windows NT Workstation, Server, and Windows 95.

Managed hardware support for IBM PC’s and laptops.

Helped train new LAN Administrators on above listed hardware and software as well as

MCI proprietary software.

Traveled to new MCI centers to train clients on MCI Systems, SME, and on MCI

proprietary systems as a subject matter expert.

Provided extensive Application Support.

Provided Technical Support and HelpDesk Support.

Worked Remedy HelpDesk Trouble Tickets.

Project Management experience.

Release Coordination.

Help Desk - Jan 1990 to Jan 1993

Facilitated help desk support, office security, user id administration, and general

operations.

Trained on help desk procedures.

Developed help desk tracking system.

Worked HelpDesk Trouble Tickets using in house developed ticketing system and also

Remedy.

Provided Technical Support.

Customer Service Representative - Apr 1988 to Jan 1990

Handled incoming calls for MCI customers to resolve customer issues.

Helped train new team members on MCI systems and policies.

Considered department ‘lead’ when supervisor was unavailable.

EDUCATION

Bachelor of Arts, Communications, Susquehanna University - 1988

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