Customer Service Engineer

ELISABETH M BERNARDINO

***********@*****.*** 678-***-****

**** ******** ** **, ********, GA 30064

T ECHNICAL S UPPORT E NGINEER

Customer-focused I.T. professional with 15+ years experience in multi-level production support (both internal and

customer-facing), application installations, sustaining engineering, technical project man agement, mentoring and

training, end-user functionality support

Core competencies include:

Trouble-shooting, triaging and Software Implementations and

Change Management

escalation handling SDLC

Service Level Agreement

Unit, SI and UA Testing Process Documentation

Management

Batch scheduling administration Production Configuration Production User Support

(TWS Maestro, crontab) Management (L1,L2,L3)

P ROFESSIONAL E XPERIENCE

Systems Specialist, 2013 – Present

The Home Depot/Modis – Atlanta, Georgia

Provide support to internal customers for TWS Maestro scheduling design, coding and implementation. Maintain

source code in Subversion. Coordinate with Monitoring team on updates to production run books for batch

software. ITSM ticketing system.

Product Support Engineer, 2011 – 2013

NICE Actimize – Alpharetta,Georgia

NICE Actimize is a market leader in financial crime, risk and compliance software .

Provided L1/L2 technical support for 70+ financial institutions running installed web-based financial crimes

detection software. Tools include Anti-Money Laundering, Watch List Filtering, Trade Compliance, and Credit

Card Fraud. Participated in new client handover training presentations. Conducted troubleshooting via W ebEx

on clients’ production systems. Assisted clients with delivery and deployment of hot fix patches. Knowledge of

FinCEN, JAFIC and SOCA reporting. Knowledge of Glassfish, WebSphere, DB2, Ora cle, SQL Server, AIX/Linux

platforms, VMware, Cygwin, DBVisualizer, Parature ticketing system, Mantis defect tracking system . Provided

24X7 rotational support.

Systems Administrator, 2009 – 2011

Hewlett-Packard Company/Valtech Solutions - Alpharetta, Georgia

Provided L1/L2 technical support for a farm of 47 HP3000 servers located in Houston. Responsibilities included

daily and weekly backups, tape library, system recovery, migrations, system hardware maintenance, network

connectivity, user access via first-level security application, and Tivoli Maestro administration for MPE and HP-UX

(schedule creation and batch processing support). Provided documentation and reports to SOX auditors.

Provided 24X7 shift coverage. Knowledge of JCL scripting, HP-UX scripting and scheduling, Suprtool,

HPSC/OVSC ticketing system.

Technical Support Engineer, 2004 - 2008

S1 Corporation - Norcross, Georgia

S1 Corporation is a provider of multi-channel banking solutions for front-office applications.

Provided L1/L2 technical and end-user support for web-based applications for the company’s largest customer.

Channels include Personal Banking, Insurance, Mutual Funds, Cr edit Card and Consumer Loans. Conducted

deep-level troubleshooting of issues, including performance, networking, and log monitoring. Participated in

Change Management roles of technical point of contact, release implementation, review board and validation

testing. Conducted and documented RCA for outages. Documented technical processes. Mentored new team

members. Participated in rotational 24X7 pager coverage. Knowledge of Apache, W ebSphere, Informix, DB2,

AIX, Forte, Java Runtime/JVM, SQL, XML, Unix(AIX) shell scripting, Maestro monitoring (TWS), Vantive and

InfraEnterprise STARS ticketing systems.

Recognized by management for excellent customer service through two organizational transitions

Responsible for resolving and closing over 4000 service tickets with a 97% TTR rate

Participated in over 200 escalation triages with a 95% success rate of service restoration with in two hours

Continued…

Elisabeth M Bernardino Page Two

Technical Analyst IV, 1996 - 2003

Hewlett-Packard Company – Atlanta, Georgia

Hewlett-Packard Company is an industry leader in IT solutions worldwide.

Provided internal technical and end-user support for 30+ applications across multiple platforms, which include

system of record for commercial support contracts, front -end interfaces for support option configurations, 3-tiered

web applications for support contract management and consumer support packs, and down-stream processes for

invoicing and commission reporting. Configured and maintained critical test environments. Implemented new code

rollouts for patches and major releases. W rote custom code for data repair and reporting. Coded and

administered Maestro schedules and jobs. Participated in rotational pager coverage. Conducted training classes

and departmental information-sharing presentations. Knowledge of MPE, HP-UX scripting, W eblogic, Broadvision,

SQL Server, TurboImage, Ingres, Reflection, Cognos Powerhouse Suite, Maestro batch scheduling suite, Clarify

ticketing system.

First I.T. recipient of MVP award for outstanding customer service on mission -critical projects

Served as I.T. project lead on Y2K conversion and certification of all supported applications and

subsequent implementations of new software releases

Served as I.T. lead on critical fiscal year-end data conversions

Recognized multiple times for outstanding support from the customer base

Client Support/Systems Consultant, 1991 - 1996

Hewitt Associates LLC – Atlanta, Georgia

Hewitt Associates is the world's largest provider of multi-service HR business process outsourcing, fully

integrating HR outsourcing and consulting.

Managed the specification, development, testing, and implementation of custom online interface and batch

software for flexible benefits management. Modules include enrollment, certification, cost accounting, and payroll

vendor interfaces. Managed data integrity for client production database of 100,000+ employee records.

Developed client reports, user manuals, and user and internal training documentation. Interfaced daily with key

client managers as well as end-users.

Chosen as lead sustaining engineer on one of company’s high -profile clients

Cross-trained on multiple roles within the group, including consultant, user trainer and programmer

Recognized by peers for low code defect rate during unit and system integration testing

Billing and Patient Account Specialist, 1984 – 1991

Upson Regional Medical Center – Thomaston, Georgia

URMC delivers leading-edge health care that focuses on individual needs.

Responsible for electronic and paper billing of Medicare, Medicaid and private insurance claims. Assisted with

medical coding of incoming inpatient and outpatient records. Knowledge of ICD-9 and CPT4 coding structures,

medical terminology, and functional areas within a healthcare setting such as radiology and laboratory.

Cross-trained on multiple roles within the department, including patient accounts, cashier and

switchboard

Developed custom software which saved data entry time during a major system conversion

E DUCATION & T RAINING

B.S. Computer Science, summa cum laude

University of Georgia - Athens, Georgia

A.A. Computer Science, summa cum laude

Gordon College – Barnesville, Georgia

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