Technical Support Management

SUMMARY

To excel in new opportunities where I can utilize over 20 years of experience in the IT field including hardware, software, support, networking, installation and project management of various applications. And more than six years of experience in ETRM systems consulting.

EDUCATION

University of Houston Houston, Texas

Bachelor of Science in Computer Science, Minor in Mathematics May 2009

Centro Colombiano de Estudios Profesionales Colombia, South America

Associate Degree in Computer Engineering Technology November 1998

PROFESSIONAL EXPERIENCE

OpenLink Financial – Senior Systems Consultant/Infrastructure Consultant (Houston, Texas) April 2010-Present

Recommendations for setup, configuration and usage of Citrix to support OpenLink’s ETRM software

Develop and lead training courses for clients on software installations, support and maintenance

Client system audits, which include review of middleware configurations, database setup, security and application servers

Client site installation and troubleshooting of OpenLink primary applications, Endur and Findur

Supporting software packages such as Crystal Reports, JAVA, TIBCO/Middleware products and internally developed software products and programming APIs

Configuration of Windows, Linux and Unix servers to support client activities relating to the use of Endur and Findur packages

Configuration and troubleshooting related SQL Server and Oracle database processes

Configuration and review of client authentication and security and Windows Domain (LDAP, AD, etc)

Configuration of Endur services such as the Intercontinental Exchange (ICE) gateway, Document Management System, Real Time Position service, Credit, Risk, RiskPak, Grid and server nodes and application services

Point of contact and direct interface between clients and the company’s support team and software development teams

Design of maintenance schedule for Endur

Management of the Shell Sponsored Testing Environment at OpenLink, including application servers, grid configuration, Citrix server distribution, Tibco RV configuration.

Atmos Energy – November 2010 to October 2012

oGathering of requirements to kick start project

oCitrix farm design

oApplication servers farm design

oEndur configuration for application server deployment and for user access

oMessaging grid configuration

oDisaster recovery plan design

oDatabase load and configuration

oInstallation and configuration of Document System Management, ICE Gateway, RiskPak and Hedge Analyzer

oDeployment of Real Time Position services

oManagement of the Defect Tracking System issues with OpenLink

Shell Crude – November 2012 to 2016

oManagement of the Shell Sponsored Testing Environment at OpenLink

Gathering of requirements for environment deployments

Citrix farm maintenance (4 Servers)

Endur Application Server administration (36 Servers)

Tibco Service design and management (40 Servers)

Design of new binary deployment strategy

Environment deployments and upgrades

Deployment of Shell Custom code for Endur

Endur Grid design and deployment

oExpansion of the Shell Sponsored Testing Environment at OpenLink

Gathering of requirements for expansion of environment

Deployment of 26 new application and Citrix servers, extending the environment to 40 servers

oCreate, configure, upgrade and maintain test environments with Endur system required for the SSTE users.

oLiaise with SSTE DBA to produce logical database landscapes for the loads and clones as required for the environments

oFacilitate user access to the SSTE, including Active Directory accounts, Oracle accounts and Endur accounts

oProvide environment related technical support to the SSTE users.

oLiaise with Shell’s solution architecture, infrastructure resources and test leads in planning and to facilitate smooth management of test environments.

oExecuting client specific or generic technical concepts for installation, upgrade configuration, setup and deployment of various technical products - specific applications, interfaces, modules, services and frameworks part of Endur and/or OpenLink software

oSupport, QA for deployment and release management on specific client projects acting as a hub between the client resources and the project team as well as OpenLink Support

oProvide analysis and impact of changes made to the test environments

oConduct proactive hardware and software monitoring of environments to ensure seamless user experience; generates reports on the performance and utilization.

oCreate technical documentation such as user guides/FAQ, installation and deployment guides, IT landscape and infrastructure in context of the respective IT solutions

oParticipate in Proof of Concept (POC) and technical evaluations to help augment testing and expand functional capabilities

University of Houston Small Business Development Center - Technical Support Specialist (Houston, Texas) May 2001-April 2010

Act as liaison to data processing staff from Information Technology in resolving programming or communications problems

Process data and develop reports using Microsoft Excel

Responsible for support of all Internet and electronic mail user accounts

Provide technical assistance and training for departmental faculty, staff, and students on the use of the computer systems

Research, analyze, design and maintain desktop and laptop computer systems and related audio/visual equipment

Configuration and deployment of new computer and networking equipment

INTENALCO - Systems Analyst (Cali, Colombia, South America) November 1994-May 1999

Managed the network infrastructure and provided desktop support for the technical school’s 50 employees

Developed payroll and accounting applications for student financials using Lotus 123 and MS Excel

Analyzed user requirements, procedures and problems to automate processing or to improve existing computer system

Responsible for identifying problems, developing algorithms for data input and output, summarize data and format reports

Coordinated and directed work for others to develop, test, install and modify programs

SKILLS

PROGRAMMING: SQL PL, AVS, Open JVS and Open Components, Turbo Pascal, Fortran 77, C, C++, C#, XNA (Windows and XBOX 360), Java development, HTML.

SOFTWARE SUPPORT AND MANAGEMENT: OpenLink's Endur and Findur, MS SQL Server, ORACLE DBMS, Autodesk Maya 2008/2009, Google Sketchup, Symantec Ghost, MS Visual Studio, MS Office 4.X to 2010, Norton Antivirus Corporate Edition, MS Exchange Server, MCAFEE AV, MCAFEE Management Edition, MCAFEE ePolicy Orchestrator, Netscape Navigator And Communicator, Eudora Pro 2.X, 3.X, 5.X, FTP, TELNET, MS Outlook Express, Firefox.

OPERATING SYSTEMS: MS Windows Desktop Versions, Windows Server, LINUX and MAC OS

HARDWARE: Personal and Server computer hardware/software troubleshooting, upgrade and maintenance (80286 modify computer pro), RAS Servers (3COM), laser printers, desk jets, bubble jets, dot matrix

LANGUAGES: English and Spanish (Native)

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