Customer Service Technical Support

Location:

Glen Ellyn, IL

Posted:

November 18, 2019

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Resume:

Jeffrey A. Turner

S Juniper Lane • Glen Ellyn, Illinois • -• **********@*****.***

Results-focused IT leadership professional with a proven track record of success in full life cycle software development/implementation and IT project management, seeks a challenging position capitalizing on the ability to contribute to information technology, quality control, business intelligence and efficiency initiatives.

SUMMARY OF QUALIFICATIONS

Technical Expertise: Background encompasses a successful record in IT operations and project management, infrastructure development, training, system testing and troubleshooting, installation and upgrade coordination, process improvements and procurement. Vast expertise of industry products and protocols, while working with various aspects of networks, servers, software, hardware and peripherals. Reduce project life cycle through effective planning and resource utilization. Strategic thinker: translate vision into action plans. Operational Leadership: Exceptional project leader and facilitator possessing refined communication and collaboration skills to coordinate effectively with multiple internal and external teams. Strategically manage multiple projects with strict adherence to deadlines and corporate standards. Service clients by answering questions, providing technical support, reviewing options and implementing cost-effective solutions.

• Innovative IT Leadership • Liaison Communications • Technical Support

• Software Implementation • Infrastructure Development • IT Process Enhancement

PROFESSIONAL

HIGHLIGHTS Northwestern University Evanston, IL. 2017 to Present

Senior Systems Adminstrator PeopleSoft HCM

• Manage all facets of the PeopleSoft HCM infrastructure. Including Web, Application Server, Intergration Gateway, Process scheduler subsystems using Weblogic, Tuxedo, and AutoSys products.

• Completing required Tax updates within the PeopleSoft HCM system, using PUM environment in conjunction with Change Assistant. Managing and executing complete full cycle software implementation from non prdcution environments thru to completion in Production environment, including customized and prepackaged updates.

• Serve as the technical liaison between Northwestern University and Oracle.

• Complete PeopleTools system update to HCM system PeopleTools version 8.55.27.

• In charge of applying Oracle Critical Security patches on a quarterly basis. Working with Security team of evaluation on determining the feasilbility of each patch to be applied and the timelyness of each.

• Assist in evaluation and project plan for moving on premise PeopleSoft system to Cloud solution. Evalution of Oracle Cloud Solution, as well as AWS Cloud solution.

• Manage multiple projects simultaneously; collaborate closely with clients, management and Infrastructure Team personnel, maintaining strict adherence to stringent project deadlines and deliverables to ensure complete client satisfaction.

• Tier 2 support for all PeopleSoft HCM issue resolution with the Campus. ORACLE Redwood Shores, California 2008

to 2016

Implementation Lead

• Coordinate and manage all facets of the PeopleSoft application implementation life cycle for a diverse commercial client base, with a primary focus on developing and ensuring the proper functionality of application infrastructure.

• Oversee testing, upgrades, implementations and project management for new product development and migrations: manage full cycle software implementation projects, including customized and prepackaged solutions.

• Serve as the technical liaison between Oracle and the customer throughout life cycle.

• Act as initial Point of Contact (POC) to clients regarding the prompt identification, troubleshooting and rectification of technical issues prior to go-live.

• Ensure the timely completion of all service requests for each individual project within Oracle’s Managed Cloud Services Division.

• Host and administer all Oracle applications throughout client’s enterprise network.

EMERGING SOLUTIONS Chicago, Illinois

07 to 2008

Senior Technical Consultant

• Managed a variety of technical support functions for a comprehensive client base comprised of Fortune 1000 organizations utilizing PeopleSoft applications.

• Interfaced extensively with clients to facilitate application troubleshooting and problem isolation/resolution.

• Involved in the complex installation and configuration of the Hyperion System 9.3.1.

• Orchestrated the initial installation and executed ongoing upgrades/ routine maintenance on TenRox Time and Expense software applications.

FIRSTGROUP Naperville, Illinois

06 to 2007

(Formerly LaidLaw Educational Services)

PeopleSoft System Administrator

• Accountable for the structuring, configuration and ongoing technical support for all components within the PeopleSoft application environment, as well as Win2000 servers, Hewlett-Packard UniX (HPUX) and Win2000 workstation platforms.

• Supported operational functionality with regard to performance, availability, integrity, confidentiality and currency of Production, Quality Assurance (Q/A), Development Application Server, Process Scheduler and Web Server platforms throughout infrastructure; verified security and administered PeopleSoft Human Resources applications, as well as application, web, file and database servers.

• Go-to resource for technical troubleshooting and rapid issue resolution pertaining to any issues within the PeopleSoft environment.

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Jeffrey A. Turner --

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FirstGroup; PeopleSoft System Administrator, continued... Achievements: • Migrated PeopleSoft applications from a local internal server to an off-site data center.

- Championed the PeopleTools upgrade component of the migration initiative, which encompassed the full-scale upgrade and restructuring of all server environment components within the PeopleSoft system infrastructure. ORACLE Pleasanton, California

96 to 2005

(Formerly PeopleSoft)

Principal Consultant, Chicago Upgrade Laboratory (2001 to 2005)

• Senior technical role providing initial set-up/configuration and support/troubleshooting of numerous UNIX, Sun Solaris, Win2000 Server and Win2000 workstation platforms.

• Installed and served as Database Administrator (DBA) for Oracle, Sybase, Informix and Microsoft SQL Server databases.

• Effectively maintained laboratory infrastructure in line with client-specific upgrades.

• Facilitated modification testing/debugging, leveraging the client’s customized PeopleSoft data model.

• Ensured optimal security and administration of all client applications, servers (web, application, file and database) and devices. Achievement: • Earned the PeopleSoft Red Jacket Award for exceptional customer service/support.

Senior Technical Consultant (1998 to 2001)

• Interfaced frequently with clients regarding technical troubleshooting and support, root cause analysis and rectification, as well as the fine-tuning of performance enhancements for diverse application environments. Senior Installation Specialist (1996 to 1998)

• Accountable for the installation, configuration and enterprise-wide implementation of PeopleSoft applications for client organizations nationwide.

• Trained client personnel on proper application utilization and problem resolution. CLEAR COMMUNICATIONS Lincolnshire, Illinois

95 to 1996

Customer Service Team Lead/Customer Service Engineer

• Actively supported performance-monitoring software applications for telecom companies.

• Interacted extensively with client personnel to identify application performance issues and processes in need of enhancement; conceptualized and launched innovative solutions.

DUN & BRADSTREET SOFTWARE SERVICES Schaumburg, Illinois 19

90 to 1995

Technical Consultant (1993 to 1995)

• Managed mission-critical installation, implementation and ongoing maintenance of SmartStream products for various Fortune 1000 organizations.

• Maintained complete application functionality and provided strategic recommendations pertaining to application improvements to support core business objectives.

Achievement: • Received the company’s Outstanding Contributor Award. Associate Product Consultant (1990 to 1993)

• Provided consultative services and complex technical support to remote sales offices throughout a five-state territory, handling all hardware/software-related inquiries.

ARTHUR ANDERSEN CONSULTING St. Charles, Illinois

89 to 1990

Technical Consultant

• Supported IT consulting projects from concept and statement of work creation/review through technical roadmapping, benchmarking, development, testing, end-user training, launch and implementation for Costumer Focused Activity Management (CFAM) software applications; created in-depth end- user training documentation.

EDUCATION NORTH CENTRAL COLLEGE Naperville, Illinois Bachelor of Science in Computer Science; Minored in Accounting. TECHNICAL PeopleSoft, Enterprise Resource Planning (ERP) applications, Apache, Bea Tuxedo, Bea

ACUMEN WebLogic, Oracle, Sybase, Microsoft SQL Server, Informix, Sun Solaris, IBM AIX, HPUX, UNIX and Microsoft Office Suite.

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