Application Support Engineer

JAMES LAWARE

**** ********** **. ******, ** *****

phone: 512-***-**** email: *******@*******.***

SUMMARY

IT professional with 10+ years of experience focused on data warehouse,

business intelligence and enterprise performance management applications.

Proven track record of supporting IT applications while emphasizing

customer service, excellent communication and proactive solutions. Strong

advocate of best practices for management of incidents, changes, releases

and support transitions. Skilled at creating clear and concise application

support documentation using project artifacts, code reviews and developer

interviews.

PROFESSIONAL EXPERIENCE

DELL INC, Round Rock, TX

2009-2014

Application Management Consultant 2011-2014

Provided L3 IT support for several enterprise level Finance/Accounting

applications including Dell's Finance Data Mart, Oracle Hyperion

applications, Essbase, Assurenet, SAP BPC and a propriety warranty adequacy

application.

Created comprehensive application support documentation for use by L3 and

L2.

Interfaced between development team and business users to identify, fix and

deploy enhancements and bug fixes in production environment.

Coordinated production code and infrastructure changes using Remedy Change

Management.

Tracked production issues using Remedy Incidents and Tasks.

Managed L3 support activities and performed knowledge transfers (training)

for global L2 support teams.

Supported data classification, disaster recovery documentation and server

portfolio management (Troux).

Supported root cause analysis and contributed to Dell's IT support

knowledge base (Wisdom).

Acted as the primary source of contact and SME for application compliance

inquiries and audits.

Worked with external software vendors to resolve production issues.

Software Development Consultant, Hyperion EPM Team 2009-2011

Dev Lead for Finance Data Mart project using Oracle Data Integrator (ODI),

Oracle db and Essbase in a Linux server environment.

Coordinated an international team of developers.

Developed ETL interfaces using ODI for Hyperion Financial Mgmt upgrade

project.

Developed export interfaces from Hyperion Data Relationship Mgr using

Informatica and UNIX shell scripts.

Adhered to Dell's SDLC for project delivery.

CISCO - Remote Operations Services, Austin, TX

2009 (6 mo.)

Consultant - Business Intelligence Developer

Developed Brio and Crystal reports for product account managers.

Created and maintain Excel based reports using data extracted from Oracle

databases.

Perform code reviews for PL/SQL developers.

LEVEL 3 COMMUNICATIONS, Austin, TX

2007-2008

Software Engineer II - Data Warehouse Group, Informatica Support Group

Participated in 24/7 data warehouse support coverage and resolved 30-40

Remedy tickets per week.

Wrote detailed support documentation describing architecture, job

schedules, process flows and troubleshooting strategies.

Provided support transition training to offshore resources for legacy

Broadwing data warehouse applications.

Adhered to Level 3's compliance standards via Global Change Request

process for production code changes and ad hoc data modifications.

Analyzed Ab Initio graphs to convert to Informatica mappings. Installed

and configured the Ab Initio GDE client, including SSH configuration and

sandbox creation.

BROADWING COMMUNICATIONS, Austin, TX (acquired by Level3 in 2007)

2001-2007

Programmer Analyst III - Data Warehouse Group

Developed ETL processes using Informatica, Oracle packages, procedures,

materialized views for the finance data warehouse.

Wrote detailed deployment plans and UNIX shell and SQL scripts to ensure

smooth promotion of code to production.

Acted as subject matter expert for business inquiries and requests related

to the data warehouse.

Determined downstream impacts of production issues.

Successfully managed the relationship with an external IT vendor (external

data source).

Administered Informatica PowerCenter (4x-8x), including

installation/migration, user admin, repository backups.

PROCEED TECHNICAL RESOURCES, Austin, TX 2000-

2001

IT Consultant - Broadwing Communications, Finance Data Warehouse Project

Developed UNIX shell (ksh) scripts to automate and control dependencies for

ETL processes. Included cron scheduling, SQL, Informatica work flows, ftp

transfers, file manipulation, logging, error handling and email alerts.

Supported the post production data warehouse environment.

Create production support documentation of ETL processes.

ONRAMP ACCESS ISP, Austin, TX 2000 (6

mo.)

System Administrator

Administered UNIX servers, including clients' co-location servers.

Installed Solaris 6/7, maintained OS patch levels, configured RAID arrays,

administered users, installed web servers (Apache), and developed UNIX

shell scripts for system monitoring and administration.

LANDMARK GRAPHICS CORP, a HALLIBURTON subsidiary, Houston, TX

1998-2000

IT Consultant/On Site Consultant/Legends Training Program

Supported Landmark Graphics applications at several major oil and gas

companies.

Provided UNIX (Solaris 5/6) system administration support for application

training facility for external clients.

Installed and configured Landmark applications, Oracle databases and

Solaris 5/6 on Sun workstations.

Developed UNIX scripts to load geological and geophysical data used for

Landmark application training.

SCHLUMBERGER, Geco-Prakla Division, Midland, TX

1996-1997

Field Geophysicist

Field tested a proprietary GPS tracking system used for seismic 3D field

operations management.

Ensured data quality in 3D seismic projects using Geco-Prakla's proprietary

UNIX applications in the field.

EDUCATION

B.S., GEOLOGY, UNIVERSITY OF TEXAS, AUSTIN, TX

B.A., Government, University of Texas, Austin, TX

Contact this candidate