Specialist/System Engineer

ERIC PROSSER

703-***-**** • ***********@*****.*** • Northern Virginia area or remote

IT and Finance Operational Support Specialist

Critical business systems: revenue tracking, contract performance, billing and provisioning Delivers positive outcomes from production computing environments and high-volume transaction systems for a broad range of corporate stakeholders.

A track record of successfully supporting and developing critical business applications within the federal and commercial telecommunications markets.

Achieves maximum results employing available resources. Adept at solving tactical problems and developing short/long term plans for impacted corporate teams. Collaborates closely with system developers and Sales teams. PROFESSIONAL EXPERIENCE

AT&T, INC., Fairfax, VA (Virtual At-Home Office) & Oakton, VA 2014 - 2024 Specialist/System Engineer, Customer Advocacy & Service: Federal Billing Operations (2 years) 2022 to Mar 2024 Supported the 12-year, $308 million Enterprise Infrastructure Solutions (EIS) contract award between AT&T and the Department of Homeland Security (DHS) for the modernization and transformation of DHS’ telecommunications infrastructure with IP-based networking services. Directly supported AT&T Sales teams and Federal Billings Operations teams with implementation of Government customer ordering and billing data/contracts.

• Managed and updated millions of rate records that represent prices of the contracted AT&T services.

• Created PWR-BI reporting across Government agencies’ platforms to monitor related contracts to track and validate all cross-system integrations.

• Performed System Administration for ROLE based ID creation/setup/changes for the Security Administration of over 250+ employees.

• Maintained the EIS Product Catalog SQL database via AT&T’s proprietary Government Center web-based application using custom manipulated tables.

• Provided troubleshooting and related recovery for ordering and billing issues.

• Used Service-Now for case support and the tracking and manipulating of overall team and user workloads.

• Supported project management requirements and user acceptance testing of telecom infrastructure with Plainview-AgilePlace.

Billing Operations Analyst: Credit and Collections Validation (8 years) 2014 to 2021 Using AT&T’s Validated contractual credits in direct support of AT&T’s Sales force and administer the Commitment Performance Reporting System (CPRS) application which is AT&T’s web-based system for tracking customers’ contractual spending requirements.

• Created an all-electronic process to replace a paper-based system for tracking total customer spend.

• Created an electronic CPRS application certification process to support the automated mapping process of all account spending activity into the CPRS application.

• Tracked due dates and customer spend for compliance with Sales Team’s executed contracts/orders.

• Certified and resolved all issues from the occupational workforce’s implementations of customer contracts in the CPRS application.

• Created monthly and yearly metrics for all business custom complex credit processing. AT&T, INC. & IBM, INC., Fairfax, VA (Virtual At-Home Office) 1999 to 2013 Senior Specialist, Technical Architect (1 year) 2012 - 2013

• Translated business needs into technical solutions on UNIX and web-based platforms for critical business applications that support provisioning, ordering, and billing for AT&T’s voice, network and mobility products and services. Researched and recommended systems’ architectures and data structures while working with multiple application support groups. Designed, developed, documented, and created real- time production monitoring “dashboards;” incorporated tools included INTROSCOPE, OPTIER, RUM, ATERNITY, BMC PATROL and HFRUNMONITOR.

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• Implemented the production monitoring tools (RUM, INTROSCOPE and ATERNITY) into the critical business systems dashboard tool for the identification of production problems.

• Created system architecture and data flow diagrams using CASEWISE. Determined integrated hardware and software solutions that exceeded performance, usability, scalability, reliability, and security needs.

• Created overall application health analysis metrics reports for executive teams, covering multiple applications that reported on the overall availability, performance, and transaction flow.. UNIX Senior Implementation Manager & Subject Matter Expert (13 years) 1999-2011 Managed Operations, supporting AT&T billing and ordering systems. A production support subject matter expert (SME) for the Customer Account Data Management (CADM) application that helped AT&T generate and recoup millions of dollars in revenue annually. CADM is a 2.7 terabyte ORACLE database of customer information. It is also a collection of applications that support billing and bundling for the AT&T Universal Platform and AT&T Legacy systems across business domains: Customer Management, Account Management, and Billing Management.

• Monitored, controlled and resolved issues with hardware and software implementation, maintenance, ordering and billing applications and process automation

• For more than 70 interfaces and ordering and billing customer applications, I initiated the planning and implementation of any change to the CADM application. This was across numerous groups including System Administrator, Operational and Application DBA’s, and vendor assigned development personnel.

• I was the lead UNIX production support application administrator for the AT&T CADM application SUN hardware upgrade projects. I provided UNIX technical oversight to ensure all applications’ compatibility with the new SUN hardware. I tested over 400 pieces of production and application code for volume, full system and functionality parameters; conducted middleware connectivity testing for over 70 different interfacing applications.

• I was the lead UNIX production support application administrator for ORACLE database upgrades: in 2004 v8.1 to v9.2.04, in 2006 to v9.2.0.8 and in 2010 to 11.1. All disaster recovery and production site assurance testing performed successfully and on schedule.

• The lead UNIX production support application administrator for the full releases of all application code. Created, tested, and implemented UNIX scripts to satisfy system and application processing, measurement, and maintenance automation.

Prior Roles with AT&T

• Application Administrator, MVS Production System and Application Support (4 years) Herndon, VA

• Lead Tech, Windows Desktop and MVS Application Helpdesk (5 years) Orlando, FL

• Console Operator, Data Center Operations (3 years) Oakton, VA

• Administrative Support (2 years) Oakton, VA

TRAINING: SOFTWARE, HARDWARE, SYSTEMS

• Operating Systems: UNIX (Sun Solaris, HP, AIX), MVS, Windows and Mac

• Database: Oracle, IBM DB2

• Transaction Middleware: BMQ/DEC Message Queue, DSAP, MQ Series, WEBSPHERE-MQ

• Alarm and Scheduling Middleware: PATROL, ALDB, NETCOOL-ESET/CT, TIVOLI

• Data Integrity: SUN Cluster, SYMANTEC VERITAS Cluster, SYMANTEC VERITAS-NETBACKUP, EMC-TIMEFINDER

• Production Monitoring Tools: IDP Best Practices Tool, RUM, INTROSCOPE, ATERNITY

• Networks: TCP/IP, CONNECT DIRECT

• Batch Production: CRON, CONTROL-M, ESP, TWS, CA-7

• Data and Graphical Presentation Tools: Microsoft Word, EXCEL (Macro experience), Outlook, Visio & PowerPoint, CASEWISE

• Languages: UNIX Scripting, JCL, Basic-SQL

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• Formal Training: Workday, ServiceNow, RUM, Aternity, Optier, Introscope, BMC Patrol, CMDB, Oracle, UNIX

• Security Clearance: Public Trust

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