10+ years IT Support
Resume:
Anthony Chatelain
Bountiful, UT
*****************@*******.***
linkedin.com/in/anthonyachatelain
Senior Production Support Engineer
Dynamic Leader with 15+ Years of Expertise in Application Support and Technical Leadership
Targeted Adult Medicaid As a production support professional, I understand the complex and fast-paced technical support world in an enterprise and global environment. I've acquired a diverse skill set and technical know-how for support, troubleshooting, and issue resolution. I have proven success working for large enterprise and global organizations, with significant expertise in deployment, support, Sev 1-4 Incident Management and resolution, and monitoring of resilient, mission-critical applications.
QUALIFICATIONS AND SKILLS
●Oracle and Microsoft SQL
●Bash/Unix-Shell scripting
●Jboss, Apache, IIS, ColdFusion, Tomcat
●Strong Communication and Interpersonal Skills
●Cradle to Grave Attitude
●Tier 1, Tier 2, and Tier 3 troubleshooting
●Root-Cause Diagnosis and Resolution
●Datacenter Management
●Help Desk
Customer Support
●15 years of Java-based Application Support on Windows, Linux, and Unix
●Experienced in the banking/financial, stocks/trades, and medical industries
●Extremely driven individual, Dedicated and Loyal, Respected by colleagues
●Ability to multitask in a fast-paced environment and highly demanding situations
●Self-starter with the ability to think “outside the box”, a quick learner
●Approachable and always willing to assist others when the need arises
●Adept at Incident Management and communications with Developers, Executives, and upper management
JOB HISTORY INCLUDES:
●Goldman Sachs
●Finastra / D+H
●Zions Bancorp
●Overstock.com
●Intel Corporation
●American Express
●Spectrum - Charter Communications
ACCOMPLISHMENTS:
●Improved efficiency for SLA Report Generation by 500% through streamlining and automating data collection and analysis while increasing accuracy and scalability by 98%
●Successfully resolved system-wide data integrity issues before defect resolution by writing and implementing over 500 Unix Shell automation scripts
●Implemented labor-saving and timesaving processes within the Western Union and other large bank institution environments for applying updates to their organizational and data requirements
●Significantly increased team awareness and response time to resolve known system integrity issues by scripting log parsing and alert systems for over 100 individual and multi-node bank environments
●Developed, implemented, tested, and documented incident response plans for disaster recovery failover for the Production Support Engineers Team. Managed DR reporting of issues, roadblocks, successes, status, and changes. Integrated DR change management processes and strategies for our bank clients. Created and maintained DR test scripts.
PROFESSIONAL EXPERIENCE
Spectrum Charter August 2022 - December 2022
Roy, Utah
Call Center Retention Agent
●Field inbound calls
●Deescalate angry customers
●Respond to and resolve customer questions and concerns
●Research possible solutions to customer issues
●Sell / Upsell products on the customer’s account
●Retain customers wanting to cancel
Goldman Sachs January 2018 - April 2018
Salt Lake City, Utah
Technology Lead - Application Production Support
●Senior technology consultant supporting stock, trade, and mortgage processing global Java-based applications and databases. The applications ran on Linux virtual machines, connecting to DB2 or Sybase databases
●Involved in Business Continuity Plan (failover) exercises
●Application trouble tickets support for business operation teams
●Monitored, attended to all alerts, and escalated production issues to relevant teams and management
●Coordinated with various teams including offshore support staff (India)
●Performed root cause analysis, and assisted in efficient resolution
Finastra July 2008 - December 2017
Salt Lake City, Utah
Senior Production Support Engineer, Team Lead
●Team lead for a team of 4 application support engineers with key tasks of maintaining production, UAT, and Disaster Recovery global applications and environments in a stable running state
●Provide daily server-side application and database support for 22 bank customer environments, including 2 multi-tenant environments
●Maintain after-hours accessibility of customer environments through 24/7 on-call rotation with colleagues
●Respond to customer environment alerts through Nagios, OpsView, and application log and database monitoring scripts
●Frequently called upon to reach a prompt resolution to Sev 1 production issues
●Primary deployment engineer for environment upgrades/installations, and emergency code fixes
●Moderator for daily status calls with executive management to report on the previous day’s production issues and upcoming scheduled production tasks and planned outages
●Supporting environments including Unix, Linux, Windows, Oracle, MS SQL, Weblogic, Jboss, ColdFusion
Accomplishments:
●Authored solution articles to assist in the resolution of future reports of similar issues
●Performed server-side application upgrades for customer environments
●Completed multiple critical projects on time (file transmission destination/delivery method changes, migration of customer environments, applied emergency code fixes)
●Scripted/implemented reports and automated tasks for data collection, file movement, and monitoring events
●Coordinated maintenance activities with customer account representatives to ensure proper notification and execution of planned events with customers
Intel Corporation May 2008 - December 2008
Salt Lake City, Utah
NOC, Systems Administrator - Service Ops Team
●Level 4 Technician, providing lead and escalation support to level 2-3's
●Support to Unix/Linux in a standalone environment.
●Managed PC & Laptop Support Center
●network support
●server support
●Audio/Video support
Overstock.com December 2004 - September 2007
Salt Lake City, Utah
Jr Systems Administrator, Data Center Support
●Data Center Management: Responsible for the installation (including racking, network, and software), upgrade, and maintenance of all servers in the data center
●Environment: 650 servers, Dell servers, and blades, IBM servers and blades, 90% Linux environment (RedHat/SLES/SUSE), Foundry routers and switches
●Server Monitoring: Responsible for overseeing server health, both live monitoring and screening/cleanup of the root mailbox, and addressing or escalating any concerns
●Cabling: Responsible for cabling all servers, routers, and switches in the data center including copper, CAT5, CAT6, and fiber optic cabling
American Express April 2003 - December 2004
Salt Lake City, Utah
Support Analyst
●Senior member of the Seller Technology Automation Deployment Team for North America
●Project Management overseeing the deployment of automated inventory and settlement solutions to banks and credit unions nationwide; routinely working with bank presidents, VPs, managers, and staff to implement various automation solutions into their LAN / WAN configuration
●Software Testing: Conducted tests of the software interface, including regression testing, on Win95, 98, NT, 2000, and XP, with a backend of Access 2000 and SQL 7 / 2000. Headed up the test team for the new web solution frequently interfacing with the programmers and designers, and sharing ideas for improvements, and test scenarios
●Training: Local or onsite individual and group training for customers on the use and administration of software applications deployed. Designated in-house trainer for clients
●Reporting: Generated numerous reporting and statistics deliverables
●Help Desk: Provide level 2 technical support for all automation solutions. Support workstation and server issues in Windows, Novell & Citrix environments
●VPN: Setup and support of FTP, Cisco, and Nortel secure VPN clients
●Technical Writing: Performed extensive technical writing including software manuals, installation & reference guides for various software platforms. During testing, wrote documentation regarding issues, bugs, and new features
Army National Guard April 1986 - November 1998
Salt Lake City, Utah
Specialist, E-4
●Combat Medic (91A - civilian EMT equivalent)
●Practical Nurse (91C - civilian LPN equivalent)
●Army Radio Teletypewriter Operator, Non-Morse (05F)
EDUCATION
University of Utah August 1992 - December 2002
Salt Lake City, Utah
Bachelors of Science, Psychology
Ikon Office Solutions 1998
Salt Lake City, Utah
MCSE Certified. Training in:
●NT4.0 Server/Workstation, Enterprise
●Net Essentials
●TCP/IP
●IIS4
●Proxy2
●Exchange Server 5.5
●Certified Netware Administrator (CNA)
A+
Rick's College 1990 - 1992
Rexburg, Idaho
Pursued Associate of Science in Chemistry
SPECIAL RECOGNITION
●Graduated with honors, Army Combat Medical Specialist School
●Outstanding Soldier twice with the Utah Army National Guard
●Rick’s College Dean’s List
CONTRACT WORK
Advanced Technical Partners July 2002 - April 2003
Salt Lake City, Utah (Logan to Provo)
Network Support - VoiceStream
T-Mobile Rebranding Project
●(Phase I) Mapped out network connections, removed PCs, faxes, phones, and data connections, and rewired Telco/Data CAT5 cabling including temporary workstation telco punch down and PC setup
●(Phase II) Installed PCs, phones, faxes, etc in new pods; data block punch downs (Hubbel data boxes); new patch panel punch down, installation, and cable management; tested equipment/network and performed troubleshooting when needed.
CSL, Inc. February 2001 - November 2001
Liberty Lake, Washington
Network Install / Admin
City of Liberty Lake, WA - Mayor's office - Installed and configured Windows 2000 Small Business Server on Dell server + 8 Windows 2000 Pro workstations, firewall setup (PIX), MS Office XP, graphics software, and accounting software. Performed administrative duties as needed.
Zions Bancorporation February 2008 - May 2008
Salt Lake City, Utah
System Monitor Tech
Zions Bancorporation datacenter (ITOC – ZMSC) - Datacenter operations team, involved with hardware installations,
moves, and decommissions, supported Systems and Network Engineers, cable troubleshooting, customer relations,
scheduling for and performing software / OS updates and deployments, hardware, and power inventory.
Contact this candidate