Can Du

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

Houston, TX *****

Mobile: 832-***-****

Email: ad36m8@r.postjobfree.com

Career Objective: To obtain a position in software/system support/management

Education: Bachelor of Business Administration in Computer Information Systems, University of Houston - DT, 1998

Certification: ITIL Foundation, v3

Experience: Dow Chemical Company Houston, TX, (May, 2022 – present)

(Service specialist) Information Technology Services

● Managing and supporting non-ERP based business applications

● Work with clients and service managers to define business requirements, design application solution architecture, build application environments, deploy and integrate applications in Dow’s hybrid cloud environment

● Ensure solutions adhere to Dow’s architecture and security standards and are best fit for the clients’ business requirements

● Work across teams and technical SMEs to further develop and institutionalize application platform and cloud capabilities and services

● Design and delivery of technical capabilities and work with service managers to oversee transition from design to development, delivery, support and retirement of those capabilities per agreed upon requirements

● Maintain, update and support the various service offering of the ITS business applications team

● Create and maintain deliverables associated with the application platforms and services the ITS business application team is responsible for

● Participate in event, incident, change and problem management practices for the applications and platforms in scope

● Participate in continuous improvement effort to meet or exceed client satisfaction goals and SLAs

● Responsible to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information

● Responsible to follow ITIL framework to deliver value for users of the service

● Ensure SLAs, OLAs, or KPIs are met and are acted upon when outside of normal expectations

HP/HP Enterprise/DXC Technology, Houston, TX, (May, 2013 – June, 2022)

(Service transition lead) Application service line

● Communicated with business and IT leads to build trust, provide guidance, establish good rapport

● Collaborated with other IT groups to facilitate the stability, security, compliance of the applications’ infrastructure

● Interacted with multiple stakeholders to identify and update any changes to documentations, processes, procedures

● Engaged with development team members to ensure successful code changes/updates via careful planning, communication, execution

● Planned and scheduled application and database password renewals, SSL certificates updates/renewals, server patching activities

● Consulted with monitoring and release and deployment teams to ensure application alerts are properly setup

● Reviewed application support documents are up to date so the operations team can reference when working on incident tickets

● Conducted planning for site-to- site failovers, capacity management, SOX activities to ensure application operational efficiency

Disys/contractor (LyondellBasell), Houston, TX, (July, 2011 – May, 2013)

(Packaging lead) Software delivery

● Interface with other IT and business groups to determine software scheduling needs

● Ensured execution of necessary purchasing and software license tracking

● Gathered and analyzed requirements and recommendations for software packaging, repackage break-fix, patches, upgrades, replacements throughout the deployment process via BMC Remedy Change Management, Incident and Asset Management, Documentum and SCCM 2007

● Developed test plans, performed IT testing, coordinated client testing approval, and gathered performance reporting

● Deployed software packages via SCCM 2007 from testing to production

● Ensured end-user support is appropriately delivered, while building relationships with customers to gain feedback as to their level of satisfaction with the support service

● Provide third-level application support

● Assigned work to other team members

● Managed software requests/incidents queue

● Managed and analyzed software maintenance support contracts and software budgeting process

Thomson Reuters, Houston, TX, (April, 2010 – July, 2011)

(XBRL taxonomist) GRC production/support

● Created customized taxonomies based on customized mapping documents that have been developed using the UGT (U.S. GAAP Financial Reporting Taxonomy)

● Repaired, edited, customized taxonomies

● Assisted technical support team members with production issues pertaining to clients' taxonomy

● Assisted in production checklist review

● Quality assurance review of other built XBRL taxonomies

● Responded to client inquiries/phone calls in a timely manner to determine and resolve issues with the EDGARizerX software

● Used information provided by the SEC, in addition to whatever additional materials are required, to understand evolving XBRL compliance requirements and the impact on validation built into the software

● Identified and documented issues found in software products

● Performed testing of planned software upgrades when not assisting clients

JPMorgan Chase, Houston, TX, (August,1997 – April, 2009)

(Technical operations analyst) GTI

● Conferred with PMs, LOBs, and other IT departments to gather data on users, information on servers, database connectivity, etc. for application deployments to ensure a smooth transition from a tested/piloted environment to the production environment

● Minimized risks to users or production systems by thoroughly testing applications to ensured there are no negative impacts

● Verified changes made to the production environment are successful and to track any issues should they arise by monitoring Peregrine queue and responding to calls from other IT groups

● Established procedures to administer rights to users and groups for access to files and folders

● Engineered batch files for automated installation of applications

● Roaming profile creation/disablement, login scripts modifications, etc.

● Created change control records listing impacts to the production environment

● Distributed core and line of business applications via Novell ZENworks/Microsoft SMS 2003 to end users' PC

● Queried SQL database to assist with metric reports

● Resolved issues pertaining to applications that are either built in-house, off the shelf, or from vendors

● Managed incidents/tickets queue via individual assignments and group collaboration

● Assisted in the disaster recovery/business continuity process for applications

● Documented processes, workflow, and training guidelines

● Trained colleagues to setup distribution jobs

● Lead the team in designing TCB distribution infrastructure which included installing Microsoft Windows operating system, patches, hardware repair/upgrade, managing users, troubleshooting, etc.

● Monitored application servers for disk space, CPU usage, services

● Created user ids, home drive, group memberships

● Installed network printers

● Designed, developed, and implemented web site for department on the intranet

SQA Scripting

● Created automated test scripts using Rational Robot and SQA Basics to speed up applications testing

● Test scripts customization, diagnostics, and repair

● Created NDS tree for lab environment which included login scripts, user ids, drive mappings, etc.

● Setup workstations, printers, scanners for lab environment

Application Integration

● Created NAL objects via Novell ZENworks from instructions provided by the change agent or owner of the application

● Performed application testing to ensure compatibility and functionality

● Configured workstations with different operating systems and imaging it via Ghost

Summary / Skills:

Applications: Supported applications used in the banking, finance, chemical industries

Documentations: Support procedures, processes, workflow, and training guidelines

Business processes: Service support, change management

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