SHIRLEY DOUGLAS

**** ******** **** ****

Snellville, GA 30078

ad2ock@r.postjobfree.com

Phone: 678-***-****

http://www.linkedin.com/in/shirleydouglas

Summary

Detail-oriented Unix Systems Administration and Applications Support professional with strong hardware and software configuration background. Excellent troubleshooting skills for multiple architectures, including HP, AT&T, IBM and NCR. Hands on experience in cost-effective, multi-tiered, high performance distributed enterprise applications across industries, including government, healthcare, financial etc. Proven success maintaining strong client relationships in various geographical locations as application and infrastructure support focal. L1, L2 and L3 level of Application support for 10+ years.

Experience

Kaiser Permanente, Atlanta, GA (Remote)

Title: Senior Application Support Engineer Jun 2016 to Mar 2023

Provide support to Kaiser’s Billing/Claims System (EPIC – Tapestry). Primary focus is to provide an advanced level of coordination and facilitation support for recovery from medium to high severity service impacting incidents.

Follow-thru on all Severity 1 and Severity 2 issues through service restoration, and ensure that communication to clients, Senior Management, Account management, and internal groups takes place in a concise and timely fashion.

Provide Level 2 support for in scope data/batch related applications for Claims (EPIC-TAPESTRY) batch processing E2E.

Provided weekly status/progress report to Team manager to include HOT items status, and goals/projects progress.

Monitored all Claims batch processing (Tivoli Workload Scheduler/ Informatica-ETL) to ensure all programs complete successfully without delays; Use the event base scheduling system to identify all anomalies and log issues.

Researched and identified batch failures during data load process reporting failed jobs to ServiceNow incident tool and worked for resolution/RCA to ensure SLA were met and worked with developers for prod. fix as needed.

Used Eclipse (RTC) tool to engage developers, testers during the release/prod. fix processing.

Ensured optimal performance and integrity of ETL process by maintaining best practices Work with team and other departments (Development, and Unix Administration, Windows Operations, and Networking) to resolve reported client issues after Go Live events.

Coordinated with onshore support team to manage/mitigate batch processing failures during nightly processing impacting data being delivered to data stores or consumers.

Implement WinSCP or Secure SFTP to manually migrate EDI claims files on Linux servers.

Analyze scope for enhancements and implemented script to validate EDI claims files were uploaded to Epic Tapestry database for EDI processing

Engaged Epic support via Sherlock ticketing for any Epic/Tapestry issues for KPCC Claims Module. Any software updates (SU’s) deployed were validated.

Rotational on-call scheduled

Developed Linux/Shell scripts for enhancement to eliminate manual processing

Epic System’s Administrator and documentation, certified in Epic Tapestry Claims and Contracts Administration. Also certification in Bridges Administration with knowledge in HL7 messaging.

Knowledge of Informatica in troubleshooting batch job failures/logs.

Migration of Linux servers to Cloud servers and provide support on AWS configuration tool.

Bridge2solutions, Alpharetta, GA

Jan. 2013 to Mar. 2016

Production Support Engineer

Support B2S's leading rewards and loyalty web-based platforms within the retail and financial institutions, maintaining high availability domestically and internationally. Ensure platform performance met SLA requirements. Engage development to address customer facing defects, deploy release solutions and product services enhancements.

Rotational on-call assignment 24x7

Pre-production load, stress and failure testing

Deploy platform release code within scheduled change maintenance windows

Shell and Python script development for crontab scheduling/platform monitoring

Powershell script enhancement to automate rebooting servers after deployments

Perform HTML updates via REST tool

Jenkins used for development of code, testing, and deploying code to linux servers

Platform validation checks and analysis of root cause

Analyze performance measurements across the platforms

Monitor ActiveMQ and stop/start queues if needed

Used Redhat for deploying application releases across servers where appropriate

Creating tickets, tracking defects and provide RCA and status via Jira ticketing.

IBM, Alpharetta, GA (Remote)

Jan 2010 to Oct 2012

SRM Application Core Team Lead / Unix/Linux System's Administrator

Supported Server Resource Management (SRM), a patented Global Cross Services Technology Integration web application that reports historical trends of key distributed server resources.

Remotely managed application availability across various infrastructures and IBM Cloud customers with an install base of 350,000 deployed in over 1500 accounts and 96 countries, which incorporated IBM AIX v5.3 PSeries, HPUX v10/11 and Linux v7, XSeries and Virtual Center frame technologies.

Configured and managed application and server real time alerts via Tivoli monitoring tool.

Ensured all SLA’s were met and delivery of quality service at the most competitive cost / price.

Provided sequence diagrams to assist in determining root cause analysis, implement workaround/resolution and coordinated deployment code fixes via IBM Configuration Management Version Code (CMVC).

Increased productivity by implementing new technology migration plan for various accounts in the EMEA (Europe, Middle East and Africa) locations, improving server collections reporting rate by 90%.

Proactively performed pre-release application testing which reduced impact of show stopping defects and improved quality assurance.

Participated in the migration project using Informix for data migration and moved all accounts to new infrastructure which completed successfully and improved production quality and performance.

Improved customer relations by providing SRM application demos, hands-on video training and lunch / learn training sessions.

Led SRM massive documentation migration project from within IBM webservers to IBM housed Wiki. Project completed successfully and relinquished all costs associated with housing SRM documentation on webservices servers.

IBM's SRM, Snellville, GA (Remote)

Jan. 2007 to Jan. 2010

Production Support Specialist

Focused on SRM clients to ensure delivery of quality service at the most competitive cost / price and met all specific Service Level Agreements (SLAs).

Managed high visibility project "Flagit" to identify and resolve non collecting servers in order to meet 90% collection requirement and generate additional monthly revenue of $33K.

Collaborated with design architect and development teams to automate manual efforts of the "Flagit" project.

Promoted to SRM Application Core Team Lead in 2010.

AT&T, Snellville, GA (Remote) Jan 2000 to Jan 2007

Unix System Administrator

Outsourced to IBM, but maintained the AT&T account:

Remotely managed assigned factory / mission critical platforms and incorporated available tools to ensure stable infrastructure of over 50 servers, achieving all contractual commitments.

Partnered with Project Management, Application Support Management and Change Control Management in planning and implementing all software deliverables resulting in cost savings and increased revenues due to new technologies.

Performed technology assessments and effectively planned and deployed new hardware platforms. Provided system tuning, security assessments, patch analysis / updating and capacity planning to enhance server resources and improve application performance.

Provided technical leadership with AT&T Alpharetta Data Center migration project which relocated 2 mission critical applications to the Kansas City Data Center and the Atlanta MMOC. Project required extensive planning and partnering with NSDNet architecture team. Migration cutover completed on schedule and without any impact to the client.

Partnered with Application Management, NSDNet Team in the planning, documenting and simulating a full Disaster Recovery (DR) activity for the ATNISE application resulting in achieving one of the highest DR certifications awarded too an application.

Co-authored automated shell scripts for removing duplicated equipment and completed all data migration activities on schedule.

Korn shell scripting monitoring daily server resources.

Received numerous awards / acknowledgements from AT&T Architects, Management and Development teams for efforts in the Data Center migration project, Disaster Recovery simulation and for continuous availability during all software deliverables.

AT&T, Alpharetta, GA

Jan. 1998 to Jan. 2000

Technical Staff Member

Promoted, as it relates to HP Unix System Administration tasks, to take on projects of greater scope including mission critical NetPlan data migration project.

Partnered with BMD organization and laid groundwork for the NetPlan data migration project.

Worked 60 - 70 hours / week for a period of 5 months to ensure the BMD organization could critique and automate the new data migration process.

Coordinated the delivery and installation of NetPlan's hardware server platform to the Atlanta MMOC. Delivered 50 HP Vectra pcs allocated to the NetPlan user groups and reached hardware availability on schedule.

Skills

Aix and Linux system administration and scripting, Unix Script Automation development

Sed - Awk, BMC Patrol, C, C++, Capacity Planning, Sever Clustering

Computer Hardware Configuration and Management

Data Migration, Database Administration

Disaster Recovery Planning, Documentation

Filemaker Pro, Gateway, Hewlett Packard

HP-UX, HTML, IBM Db/2

KSH, BASH and Linux scripting,

Lotus Notes, Microsoft Excel, Microsoft PowerPoint, Microsoft Windows 365, Microsoft Windows XP, Microsoft Word, MQ Series monitoring stop/start queues, MS DOS, MYSQL

Network Protocol: WinSCP, Secure SFTP

Postman, Unix/Linux Operating Systems, Oracle Toad SQL, Oracle SQL Developer, Pascal, Perl scripting

Microsoft PowerPoint Presentation

Python script development

Quality Control, Splunk Real Time Reporting, Implement System Requirements

Retail/Marketing Rewards Points, IBM Tivoli Batch Scheduling, Informatica, Meet SLA Requirements

Symphony, System Administration, Remedy

Application/Customer Support and problem solving

Incident management and prioritizing (Remedy/ServiceNow ticketing). Daily meetings to discus real time TWS batch processing and incident review.

Troubleshoot and engage developers, DBA’s and Network teams as needed

Determine RCA, and determine if Prod fix needed, engage appropriate release management teams

Submit DRI’s and instructions via Eclipse (RCP) to manage code release approval/deployment process.

Splunk Configuration, Dynatrace Monitoring. Epic Claims EDI troubleshooting

Epic - Bridges Administration with knowledge in HL7 messaging.

Worked with Business Partners, Finance and Vendors to resolve issues and developed automation enhancements.

Education

Seton Hall University, East Orange, NJ

BS: Computer Science – 102 credits toward this degree

Plainfield High School, Plainfield, NJ

Diploma

Certifications and Professional Licenses

AT&T Unix System Administration Certification (Level 1)

AT&T Network Field Engineering Certification

Certification: Epic - Bridges, Epic, 2022; Virtual (re-certification)

Certification: Epic - Tapestry Administration and Contracts, Epic, 2022 Virtual (re-certification)

Reference:

Manager: Mohammed Mujeeb

Manager Title: Senior Manager KP Claims Connect Platform

Phone #: 503-***-****

Email: ad2ock@r.postjobfree.com

Manager: Byron Bell

Location: Bridge 2 Solutions

Phone # 404-***-****

Contact this candidate