Innovative technology leader with 16+ years of experience

Samuel Gooding Lawrenceville, GA ***** 770-***-**** aczz29@r.postjobfree.com

Application Support & Data Analyst

Innovative technology leader with 16+ years of experience driving mission-critical technical initiatives from conception to completion by leveraging in-depth analysis, insights, and technical expertise. Excelled at elevating customer satisfaction levels by resolving multiple complex issues that impede optimal service delivery.

Areas of Expertise

Technical & Application Support Data Analysis Software Development Support Software Testing Microsoft office

Reporting & Analytics Database Query Server Monitoring & Utilization Flow Building & Analysis API Integration

Business & Requirements Analysis Vendor Management Process Improvements Project Management Software Development Life Cycle Agile methodology

Professional Experience

AT&T Technology, Atlanta, GA 12/2010 - 12/2016

Sr. Application Support Specialist

Collaboratively partnered with developers and clients on requirements, iterations, testing, and deploying various applications; supported deployment releases, configuration updates, defect fixes, and iterations enterprise-wide.

Build, update and verified XML codes via (Infomatica, Active VOS Designer), SQL scripting, developed test cases, and created software and user documentations for deployment.

Deployed new releases, code fixes and screen flows via Active VOS Central and Console. Utilized Catalog process, service and partner definitions, task and index properties and business process archives.

Subject matter expert (SME) for several proprietary applications; Service Expedite Tool, Giga Power automation, Automated Billing Dispatch for AT&T etc. on multiple IT platforms

Maintained and supported AT&T software applications (front end/back end).

Delivered ongoing Tier III administrative and technical support for automated customer care tools and applications utilizing CRM, Remedy and AOTS ticketing systems (defect log and tracking).

Performed software end - to-end testing, performance testing, (SOAP), UAT testing, debugged, and modified new and existing applications.

Utilized Infomatica Active VOS to view a consolidated snapshot of all active processes, graphs, charts, active processes, and viewed faulted and suspended processes and flows.

Monitored all faulted, suspended, and running flows via Informatica Active VOS, Introscope tools and Workforce Management (Motive Platform).

Leveraged new technologies and technical trends/techniques and closely analyzed client application challenges to deliver innovative, custom solutions that satisfied clients IT needs while ensuring compliance with their IT or Enterprise environments.

Worked within project scope to meet project goals and objectives in an accurate and timely manner. Established, implemented, and enforced appropriate standards to create and deliver technical solutions based on project requirements; served as a key liaison between business units, staff support, and vendors.

Successfully served as duty manager, providing timely after hour resolutions to clients along with delivering client server, web based applications (GUI), Jboss and Tomcat app servers, Oracle application implementation support, software automations and workflows for multiple clients.

AT&T Operations, Atlanta, GA 08/2005 - 12/2010

Data Analyst

Provided targeted recommendations to improve client’s response times and overall customer satisfaction. Elevated team efficiency and delivered initiatives to meet organization goals, clients and business needs.

Effectively delivered 22 states statistical data and metric scorecards utilizing: Business Intelligence (BI), Teradata, SQL, TOAD and DB2.

Improved data sources to develop automated reporting and analysis tools including scorecards, dashboards, and ad hoc business unit needs.

Enhanced existing products and customer satisfaction levels by conducting in-depth operation analysis, resource planning analysis, and reliability analysis resulting in tremendous revenue growth.

Successfully analyzed and interpreted data, establishing conclusion for operational changes and strategies.

Implement and monitor data quality KPI against defined data standards and rules

Developed and extracted complex reports through various applications and tools to support the needs of the business

Developed and reported KPI including support of the Monthly Performance Review for senior leaders. Completed ad hoc analysis of operational performances as well as relationships between metrics and business units in an accurate and prompt fashion

Resolved non-routine problems by identifying and analyzing critical factors, key issues, patterns, or deviations.

Bellsouth Business Systems, Atlanta, GA 03/2000 - 08/2005

Application Support Specialist

Delivered ongoing Tier II administrative and technical support for all legacy systems and applications used by broadband technicians including Etalk (audio logging) software platforms. Performed server checks, monitored alarm queues, and executed server reboots. Provided advice on technical trends, and techniques for design solutions by leveraging extensive knowledge of IT best practices. Generated and maintained daily, weekly, and monthly OQS (legacy) reports for various center organizations.

Served as Project Manager for Single Sign-On (SSO) implementation and the ETALK Telephony installation, as well as the Legacy ITS conversion to INTAS integrated test (GUI); effectively managed and coordinated all projects aspects to ensure all deliverables were met.

Drove end-user improvements by closely monitoring, analyzing, and evaluating multiple software applications to ensure high reliability, performance, and availability.

Facilitated the implementation of system upgrades and enhancements for center Operations System Support (OSS); conducted application testing and debugging, as well as modifying new/current applications. Provided maintenance for broadband switching and special service circuits.

Used Fast-Packet Switching and Remote Testing software to troubleshoot and repair Frame Relay, VOIP, PBX, ATM (DS0, DS1 and DS3 speed) circuits.

Applied several modeling techniques and scenario modeling to express and validate the proposed architecture, addressing all client and business requirements.

Worked within project scope to meet project goals and objectives in an accurate and timely manner. Established, implemented, and enforced appropriate standards to create and deliver technical solutions based on project requirements; served as a key liaison between business units, staff support, and vendors.

Wrote processes, methods, and procedures for Critical Legacy Applications and audio logging systems; created procedure and service manuals to ensure clear, effective communication of systems and processes.

Education & Training

Bachelor of Science in Information Systems 06/2010 Strayer University, Chamblee, GA

Associate of Science in Computer Programming 06/1999 Gwinnett Technical Institute, Lawrenceville, GA

Technical Certificate – Information Security Specialist 2005

Technical Skills

Computer skills,Critical thinking skills, Problem Solving skills, Internet connectivity and protocols: TCP/IP, IP Routing, VPN VLAN, NAT, SSL. Knowledge of telecom systems: CTI, PBX, VOIP and switches.

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