Support Engineer Project Management

Deb wicks

385-***-**** · ***.*****@*****.***

Summary

Experienced Senior Applications Support Engineer with a comprehensive technical background in operating systems, server support, application software, web technologies, networking, and database management. Adept at maintaining solutions in SaaS environments, collaborating with cross-functional teams, troubleshooting issues on various platforms, and creating detailed technical documentation. Possesses a strong analytical mindset, proficiency in SQL, and familiarity with ITIL Foundation principles. Additionally, demonstrates a successful track record in application support, project management, and system performance enhancement, along with effective disaster recovery management and extensive experience in production support.

NOTE: Looking to return to the workforce after a 3-year sabbatical.

Technical environment

Operating Systems: Windows 7 & 10

Server Support: Windows - 2008/R2, 2012, 2016; Basic knowledge of Unix & Linux

Application Software: MS Office Suite 2016, MS Project, SAP, MS Lync 2010 & 2013 (Skype for Business), NetSuite-OpenAir, SalesForce,

Web Technologies: SharePoint 2010 & 2013, Cisco WebEx, Live Meeting, MS Teams

Networking: Basic Networking Protocols such as HTTP, DNS TCP/IP.

Helpdesk Ticketing Systems: ServiceNow, Remedy, Heat

Database: Oracle SQL Developer, Microsoft SQL Studio, SQL Plus, MS SQL 2005 & 2008

Knowledge Areas: ITIL Foundation (Incident, Change & Problem Management)

Professional Development

Highline College- (coursework completed towards degree) - Des Moines, WA

work history

2015-2020 Sr. Application Engineer Finastra, UT

•Maintaining Finastra solutions in SaaS environment either single & multi-tenant environments.

•Work with programmers, end users, and internal operation to troubleshoot application and environment issues on both Unix/Linux/Solaris and Windows, including remote support.

•Create and maintain documentation of detailed technical operations and procedures.

•Analyze existing workflow environments and assist with configuring new installations to fit into workflow models.

•Be available for periodic off-hours support and installations via remote access.

•Excellent attention to detail and ability to troubleshoot quickly and efficiently.

•Ability to handling Customers, Developers, and Project Managers in a consistent, courteous, and conscientious manner.

•Moderate understanding of database principles and proficiency with queries in PL/SQL.

•Ability to read code for comprehension: Java, Perl, PL/SQL and Oracle stored procedures.

•Moderate understanding of accounting.

•Automation using CRON jobs.

•Understanding and analyzing the root cause of an alert and solving it.

•Responding to alerts in timely fashion as per the pre-defined priority levels and SLAs.

•Handling technical support issues via ticketing system & live chat to ensure proper implementation and upgradation of software.

2011-2015 Application Support Analyst II The Royal Bank of Scotland, UT

•Provided second-level application software support for multiple products. Analyze system errors and

troubleshoot network, server, and database errors. Document system bugs; report to Development

team.

•Reduced redundancy of report requests from business users by creating daily, weekly, and monthly

reports using SQL Query.

•Provided business capability of running own reports by requesting reporting dashboard for most

commonly requested data.

•Increased knowledge and allowed for quicker turnaround on incoming requests by providing process

and procedure documentation for colleagues and business users for software applications being

supported, which led to better understanding of application and functionality.

•Ensured reported issues were resolved more quickly by documenting and tracking application

issues, using Agile Methodology, as well as by participating in scrum meetings, which assisted with

prioritization of issues.

•Performed software application and disaster recovery testing, ensuring business-readiness following

failover.

•Decreased system errors through discovery of redundant data within database, which led to working

with Development team on cleanup of data.

2007-2010 Business Systems Analyst Sonic Innovations, UT

•Worked as liaison between Information Systems team and business groups; supported new and

existing business functions.

•Provided project management for development of custom software application to process incoming

and outgoing EDI transactions, meeting all deadlines set in contract with Veterans Administration

(VA).

•Gathered requirements, wrote functional specifications, and conducted testing for Software

•Developers with database layout and software application design, which resulted in company not

purchasing new software and led to significant cost savings for the company.

•Complied with Sarbanes-Oxley audit procedures by performing quality assurance testing and version

control documentation for software applications.

•Enhanced visibility of customers and prospects for Sales and Marketing teams by serving as

Administrator of Customer Relationship Management Software.

•Provided ERP support and training for Manufacturing and Accounting business units, which resulted

in business partners having better understanding of available functionality within software.

•Managed incoming support calls using Heat and communicated system outage information with

internal business partners, including Directors and Senior Management, improving turnaround with

system issues and communication.

1998-2007 Production Support Manager Zones Inc., WA

•Managed Production Support Analyst team in 24/7/365 network operations center.

•Improved system performance by implementing changes to processes and schedules, in conjunction

with collaborating with Applications Support teams.

•Developed business procedures and scheduled system activities, supporting accurate and timely

collection and reporting of information.

•Created and delivered metrics covering delivery of services by Network Operations team to Senior

•Management, which showed if Operations was meeting or exceeding goals, and led to determining

staffing and system resource requirements to meet goals.

•Minimized system downtime by assisting Vendor and Applications Support teams in resolving

problems, installing code updates, and providing training on new release features.

•Streamlined communication and set expectations on system recovery times by providing escalation

management for operations infrastructure errors, application software processing problems, and

scheduling issues; reported up to Directors and Chief Information Officer.

•Restored systems under aggressive time constraints following earthquake that left building without

power by managing Disaster Recovery procedures, which prevented additional financial loss to the

business.

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