Technical Support Information Technology

Rodney Bufford

******.*******@******.*** 414-***-****

linkedin.com/in/rodneybufford

Summary

Experienced System Administrator with a demonstrated history of working in the banking industry. Strong information technology professional skilled in CRM, SQR, Management, Networking, Software Documentation, and PeopleSoft.

Experience

Systems Operations Analyst II

FIS

Jul 2017 - Jun 2024 (7 years)

•Technical Support for electronic trading software components (maintenance, monitoring, production issue resolution and reporting, collaboration with development, infrastructure and other internal and client application support teams)

•Communication and cooperation with global team members to resolve issues, improve the platform and ensure client satisfaction.

•Responsible for Tier 2 level technical support which includes break/fix management and communications to internal stake holders regarding status and problem tracking

•Day to day responsibilities of the Application (AMS) support team; providing escalation, prioritization, and resolution support

•Document problem descriptions, actions taken during troubleshooting, and resolutions and follow up for continuous improvement

•Correctly escalate customer issues to appropriate resources for additional assistance when needed

•Adhere to production and change control rules relating to implementation, trouble-shooting and outage resolution.

•Position is 70% technical and 30% project/customer management.

•Releasing software to production environment

•Coordinating with Hardware Support Team for all System Maintenance related issues such as scheduled patching, hardware upgrades etc.

•Creation and maintenance of scripts to automate repetitive processes

•Ability to work independently and with the team to complete the projects in time Information Technology Specialist

Social Development Commission (SDC)

Dec 2020 - Mar 2024 (3 years 4 months)

• Maintain SDC computers, phones, and system peripheral

• Knowledge of AWS RDS Aurora and Postgres

• Provide Break-Fix services in a timely manner

• Clean viruses off computers in a timely manner and check that other systems were not infected

• Update systems as required (as in Antivirus, major program updates, standards changes)

• Maintain stock of spare equipment to use for new deployment or replacement system

• Design special use system (Kiosks, Student PC, VITA systems…)

• Deploy / move new and existing IT and phone equipment Rodney Bufford - page 1

• Receive, record, setup, and deploy new equipment for new employees

• Deploy newer equipment to existing employees and ensure users data and profile information is correctly migrated

• Maintain Asset management system of all IT and phone equipment and software at SDC

• Track computers and peripheral equipment as to location and usage

• Record software used at SDC and maintain license information to comply with copyright requirements

• Monitor system to ensure unauthorized software is not installed by users

• Train SDC personnel as needed on correct usage of computer equipment and software

• When users have problems with computer equipment, train them in the correct way to use such equipment in its current configuration

• Train newer IT staff including temp employees as to correct SDC processes and procedures

• Provide training to users on new or existing software available on their computer Information Technology Support Specialist

HOLY REDEEMER CHRISTIAN ACADEMY

Aug 2020 - Dec 2020 (5 months)

• Maintains, deploys, and supports the use of informational and instructional technology (hardware and software) both proactively and in response to help desk tickets initiated by staff.

• Coordinates software, computers, monitors, printers, and other materials and equipment located in the computer labs, libraries, classrooms, and office areas.

• Reports all student and staff related technology issues to the administration as soon as possible.

• Actively and continuously works to improve knowledge and skills related to duties and responsibilities.

• Recommends replacement of obsolete or non-functioning technology.

• Assists students and staff in making proper use of technology equipment and materials.

• Provides training on instructional technology products; office productivity tools; administrative systems; E-mail, Internet services, and other communications products when appropriate and as directed.

• Collaborates with school/district-based technology staff in identifying and resolving technology-related problems.

• Arranges setup of computer and audiovisual equipment for special programs and meetings as directed by the administration.

• Maintains current inventories related to installations and moves of technology equipment at assigned locations.

Software Quality Assurance Test Engineer

May 2019 - Jan 2020 (9 months)

• Develop and execute manual test plans and manual test cases based on functional specifications.

• Develop and execute automated functional and regression testing, stress and load testing of the application.

• Document, troubleshoot, and isolate problems encountered during testing.

• Work with members of the application development, product management, support, and QA teams to ensure high-quality applications.

• Enter and verify issues in the Defect Tracking system

• Suggest improvements with the automation testing life-cycle.

• Document evolution of testing scripts for future replication.

• Identifies, recommends and implements changes to enhance the effectiveness of quality assurance strategies.

• Performs all other duties as assigned

Rodney Bufford - page 2

Information Technology Support Specialist

Cousins Submarines, Inc.

Feb 2018 - Nov 2018 (10 months)

• Provide technology-related support to the stores. Answer questions and address technology-related issues on an on-going basis, including nights and weekend, as required.

• Perform POS system maintenance such as preparing and maintaining POS programming, providing for program downloads, upgrading the system, and adding new stores to the system.

• Support technology projects such as installing a new POS, gift/credit card, or other system upgrades by working with vendors and providing support when needed.

• Perform maintenance and support on network and wireless network equipment such as routers, network switches, wireless routers, and store PCs

• Provide liaison function between technology users and vendors. Insure that user needs are met in a timely manner.

• Remain knowledgeable about, and provide recommendations relating to the purchase of, new technology.

• Provide on-going training to technology users.

• Assist with the management and support of the network and infrastructure and infrastructure system in the office.

Systems Administrator

U.S. Bank

Jun 2015 - Feb 2017 (1 year 9 months)

• Participates in the design configuration, problem diagnosis, maintenance, and installation of application systems and/or user group profiles. Validates system functionality after changes.

• Participates in testing and installing new software releases and application system upgrades.

• Analyzes, monitors, and fine-tunes the application system to achieve optimum performance levels. Works with internal infrastructure teams and vendors to resolve issues with hardware and software.

• Maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation.

• Participates with application system problem resolution by diagnosis and working with vendors and internal infrastructure team members to troubleshoot. Clinical Implementation Engineer

Jan 2015 - Jun 2015 (6 months)

• Reviewing documents, workflow and plans for implementation with customers/vendors

• Coordinating, and tracking new implementations projects

• Installing and configuring interface software

• Troubleshooting and resolving complex implementation issues in regards to interface and information exchanges

• Providing interface and related workflow solutions within the guidelines of the interface team?s procedures

• Developing solutions with the latest tools

Rodney Bufford - page 3

Network Operations Analyst

Rockwell Automation/Compucom

Aug 2014 - Nov 2014 (4 months)

• Monitor and support the overall performance and availability of Infrastructure and Applications environments.

• Respond to initial event warnings and alerts by investigating Network, Server, and application issues.

• Develop and maintain plans, policies, and procedures for all operating activities. Identify, prioritize, and communicate system issues that impact global facilities and provide input and support for necessary improvements.

• Ability to execute basic recovery procedures and/or communicate and escalate incidents or events to the appropriate support teams via Lotus SameTime Chat, Lotus Notes Email, Outlook email, Microsoft Lync and bridged conference calls to get the issues resolved in the shortest possible time.

• Responsible to provide timely and concise communications updating support teams, client service teams, and management with the appropriate communication tools. Provide incident documentation and resolution(s) applied using HP Service Manager 7.

• Duties may also include, creating or maintaining operation policies, procedures, quality assurance, and reporting.

PeopleSoft System Administrator

Experis

Nov 2006 - May 2013 (6 years 7 months)

• Ability to customize and maintain PeopleSoft security functionality

• Knowledge of PeopleSoft Financial & HCM systems. In-depth knowledge of other PeopleSoft tools including App Engines, App Designer, Run-Controls, SQRs, Process Scheduler, SQL, Data Mover Scripts.

• Performs PeopleSoft Bundles, Patches and Tax Updates through PeopleSoft Change Assistant.

• Available for 24x7 systems support as required.

System Analyst

Firstar Bank

1991 - 1996 (5 years)

Education

University of Wisconsin-Milwaukee

2001 - 2010

Skills

IT Hardware Support • IT Operations • Technical Support • Infrastructure • Oracle Database • PeopleSoft • PeopleTools • Financials • SQR • HRIS Rodney Bufford - page 4

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