Production Support Representative III

OBJECTIVE

To obtain a position in information technology where my strong

organizational skills, technical background, and ability to work well with

others will be fully utilized and an opportunity for continuing growth is

available.

KEY PERSONAL SKILLS

. Widely recognized by employers and colleagues alike for ability to

work well with all levels of personnel

. Excellent analytical and testing skills

. Ability to quickly grasp and implement emerging technologies

. Thinks outside the box to resolve difficult issues

EDUCATION

Bachelor of Science in Management Information Systems 3.0/4.0

Iowa State University, Ames, IA

May 2004

TECHNICAL SKILLS

Software

. Toad for Oracle

. VirtualBox

. Microsoft Office Suite

. Open Office

Languages

. SQL

. C/C++

. Python

. HTML

. CSS3

Operating Systems

. UNIX/Linux

. OSX

. Windows

PROFESSIONAL EXPERIENCE

Production Support Representative

FIS North American Lending (formerly Credit Management Solutions Inc.)

June 2013-Present

. Provides support to clients who are using the company's enterprise-

wide loan origination software application called Origenate.

. Assists internal staff in researching client report issues by using

SQL to query the database or UNIX shell to look at the application

servers and gateways.

. Responsible for facilitating communication between multi-disciplinary

teams on system issues and resolutions.

. Deploys software changes and run scripts for client's production and

test environments. Also schedules changes to client's test and

production environments.

. Tasked with documenting any issues related to implemented changes so

that they can be corrected.

. Effectively uses the company's tools and software to document

production issues transcribe troubleshooting and resolution steps for

these issues.

. Monitor the production gateways and application servers for

performance.

. When on call, responds to monitoring alarms or user reports of high or

critical impact; in order to identify the problem and engage others as

necessary.

. Charged with the task of identifying, documenting, and implementing

new procedures that enhance efficiency of the production support team.

Technical Coordinator

Westat, Rockville, MD October 2006 -

June 2013

. Troubleshooted network connectivity, network printing and

security/access issues

. Managed software support staff and assigned support staff

appropriately to effectively resolve software issues.

. Documented and scheduled software related work orders and requests.

. Tested and implemented software upgrades for all departments, making

sure the appropriate software version and service pack was installed;

in order to minimize disruptions from incompatible software versions.

. Managed workstation deployment by visiting internal customer locations

and inspecting workstation areas; determined that equipment (e.g.

printers, fax and network ports) was setup appropriately based on

departments need and headcount.

. Analyzed and created computer and printer failure reports using

Support Magic, an in-house application used to manage software issues.

. Created and managed user accounts for current and new employees using

Support Magic and made sure every employee has the appropriate access

based on their job description.

Customer Service Representative

Chevy Chase Bank, Chillum, MD July

2005 - October 2006

. Provided general banking and teller services to hundreds of customers

per day.

. Reviewed customers' profiles and recommended appropriate products and

services.

. Promoted a significant amount of financial services including

investment services and equity lines of credit resulting in additional

revenue stream.

. Met bank's quarterly quota.

Sales Associate

National Museum of American History, Washington, DC

July 2004 - July 2005

. Managed a high volume of gift shop customers daily. Handled sales

transactions with complete accuracy and a high level of customer

service.

. Provided information on special events and daily activities to

customers from diverse cultures and backgrounds.

. Received numerous accolades for outstanding membership sales.

. Entrusted with maintaining incoming merchandise and inventory, in

addition to opening and closing duties.

Computer Lab Consultant

ISU, College of Business, Ames, IA

January 2004 - May 2004

. Supervised students and managed all user accounts.

. Independently learned new software to better assist students.

. Acted as software/hardware consultant for technical problems.

. Identified equipment problems quickly and efficiently, resulting in

minimal disruption of service for students.

Internship

ISU, Center for Industrial Research and Service, Ames, IA

December 2003 - May 2004

. Researched food processing and related information for maintaining

center's website "Industries of the Future".

. Instrumental in locating website errors that lead viewers to

misinformation.

. Assisted research center in receiving grants by ensuring website's

content and layout met guidelines for the Department of Energy grant.

Software Tester

September 2003 - December 2003

Proplanner, Ames, IA

. Tested company's software product for functionality and quality.

Prepared reports on software layout.

. Trained new testers on procedures, and how to identify special

problems and scenarios that often occur during test exercises.

. Commended by upper management for routinely discovering bugs and

immediately repairing problems, and retesting for soundness.

. Recognized for providing a better end product, resulting in increased

client satisfaction.

Contact this candidate