DENISE CARRASQUILLO

**** ****** ****** ****, #****, Garland, TX 75044

Day 972-***-****/Evening 708-***-****

SUMMARY: I am a highly accomplished Production Support Analyst with strong leadership skills and work ethic that motivates others. for 18 years. I have strong leadership skills, hardworking individual who uses my current skills to motivate others. I am adept at provide training to various new employees, and assist with h serve as a subject matter expert knowledge on all things DOCS related items. Document all production applications Operational functions include oversight and resolution of and resolve all application errors, file transmissions, work prioritization issuesand business area and answer all requests. Reporting functions include Monitor all daily, weekly, monthly performance metrics for business and operations areas, and document production applications. various production systems and iTechnical functions identify root cause for all technical issues and recommend solutions. I have beena proven track record of to meeting deadlines and exceeding performance objectives efficiently and effectively. I am proactive, self-directed, detail orientated, energetic and able to multi-task with excellent follow up and interpersonal skills. My daily responsibility is to monitor production throughout the day troubleshooting and prioritizing work. I have a wide range of support and technical skills who . I have excellent follow up and interpersonal skills. I amis a quick study and eager to learn new technologies and an. Eexcellent ability to think outside the box.

EXPERIENCE

Production Support Analyst. BLUE CROSS BLUE SHIELD of Illinois, Chicago, IL 8/06 to Present

-Performed two annual disaster recovery tests to ensure system availability, quality of print and functionality.

-Assisted in streamlining daily inter-department processes.

-Developed test plans and test cases through analysis of system requirements and functionality (DOCS).

-Participated in testing/implementation of new software platform (DOCS).

-Trained end-users using group and person to person instruction and specially designed procedures as the designated subject matter expert.

-Provided excellent customer service support by rresponding to incoming queries (phone/email) in a timely fashion, ensuring that all requests are resolved during a 48-hour time frame.

-Worked closely with external business partner – Xerox.

-Developed and maintained department technical procedures.

-Directly responsible for ensuring daily production between HCSC and Xerox occur without issue.

-Documented production issues and resolutions to identify root cause and recommended solutions.

-Analyzed and determined priority to escalate failed jobs in the shortest possible time resolution to deliver a regular production cycle without delay and ensuring we meet HCSC SLA’s.

-Assured the consistency of data transmissions to and/from Mainframe server to Xerox RedCard DOCS clients were successful completed on time.

-Annual review of support procedures for compliance and archival.

-Performed daily operations including, but not limited to, telephone and email support, diagnosing problems and completing regularly scheduled activities.

-Ensures timely and accurate reporting of Output Services metrics.

-Monitors and ensures compliance with the following: Time Tracking and Metrics Reporting.

-Participates in the identification of improvements related system.

-Supports the implementation of system enhancements.

-Assists in departmental projects.

Administrative Assistant. BLUE CROSS BLUE SHIELD of Illinois, Chicago, IL 6/01 to 8/06

-Ensuring and maintaining an accurate attendance record on all employees.

-Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.

-Provides information by answering questions and requests.

-Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

-Completes operational requirements by scheduling and assigning administrative projects; expediting work results.

-Contributes to team effort by accomplishing related results as needed.

DENISE CARRASQUILLO

Resume Page Two

OTHER EXPERIENCE

Legal Secretary. CORBETT & MATHEWS, Chicago, IL 8/99 to 6/01

- Welcomed guests and clients by greeting them in person or on the telephone; answering or directing all inquiries.

- Produced liens, motions and complaints by transcribing, formatting, inputting, editing, retrieving, copying and transmitting text and data; coordinating case preparation.

- Maintained attorney calendar by planning and scheduling dispositions and travel; recording and monitoring

court appearance dates, pleadings, and filing requirements; monitoring evidence-gathering; anticipating changes in litigation or transaction preparation requirements.

-Represents attorney by communicating and obtaining information; following-up on delegated assignments;

knowing when to act and when to refer matters to attorney.

-Generates revenues by documenting and inputting attorney billable time and reimbursable expenses; preparing invoices; tracking payments.

-Maintains client confidence by keeping client/attorney information confidential.

-Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions; maintaining transcripts; documenting and maintaining evidence.

-Maintains office supplies by checking stocks; placing and expediting orders; evaluating new products.

-Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs.

-Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Claims Processor. BLUE CROSS BLUE SHIELD of Illinois, Chicago, IL 4/97 to 8/99

- Screened, reviewed, evaluated online entry, error correction and / or quality control review and final adjudication of paper/electronic claims - Knowledge of CPT Codes and Diagnosis.

-Determined whether to return, deny or pay claims following organizational policies and procedures.

-Resolve claim edits, review history records and determine benefit eligibility for service. Review payment levels to arrive at final payment determination.

-Code Medicare and Psychotherapy claims.

EDUCATION

College of Office Technology, Chicago, IL September 2000

Certificate received in Computer hardware repair

J. Sterling Morton West High School, Berwyn, IL 1986 to 1989

Diploma received in June 1989989

Production support is the practices and disciplines of supporting the IT systems/applications which are currently being used by the end users. A production support person/team is responsible for receiving incidents and requests from end-users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. These teams may include developers, system engineers and database administrators.

The importance of production support[edit]

In order to understand the importance of production support, one needs to take a few factors into account.

Studies have found that the maintenance cost of software is more than 90% of the total cost.[citation needed]

We also know that software spends much more time in production than development because it needs to verify the properties[citation needed].

The maintenance cost of the hardware.

From the factors listed above, one can see that the way in which production support is managed is extremely crucial.

Production Support Steps[edit]

The major steps for Production Support are as below. These Production Support steps are in context of the Batch processing.

Recording Production Error[edit]

Usually a batch job or group of related batch jobs (schedule/stream) runs to accomplish one or more business functions. These batch jobs run unattended and normally complete without any errors or issues. However, sometimes the batch job can have a break/interruption/abend/abort. There could be several reasons why a job could abend.

When a job abends, it can send out an automated alert notification via e-mail, page, text. Also, data center or operations team is also actively monitoring the jobs. They also send alert notification using e-mail, page, text or they can call the on call person responsible for the recovery of the abended job.

The on call person acknowledges the e-mail, page, text or phone call for the abended job. The on call person also records the abended job details in a production issue tracking system. Sometimes, the abended job automatically records the job abend details along with job standard list (job log) in a production issue tracking system. The abended job details (job standard list, error log files, etc.) are available in the production job scheduler tool. The Production issue tracking tool creates a request number and this request number is given to the support team. This request number is used to track the progress of the production support issue. The request is assigned to on call support team person.

Notification of Production Error[edit]

For critical Production Errors (e.g. Production job is in critical path and is likely to delay the batch completion SLAs and if the Production error is impacting business data), an e-mail is sent to entire organization or impacted teams so that they are aware of the issue. They are also provided with the estimated time for Production error recovery.

Investigation or Analysis of Production Error[edit]

The Production support team on call person collects all the necessary information about the Production error. This information is then recorded in the Production error tracking tool using the correct support request number previously assigned. All the details such as data, environment, process, program logic that failed is used in the investigation. Production batch job, program used or any tool/utility used is reviewed for any possible errors.

Resolution of Production Error[edit]

If similar Production error occurred in the past then the issue resolution steps are retrieved from the support knowledge base and error is resolved using those steps. If it is a new Production error then new Production error resolution steps are created and Production error is resolved. The new Production error resolution steps are recorded in the knowledge base for the future usage. For major Production errors (critical infrastructure or application failures), a phone conference call is initiated and all required support persons/teams join the call and they all work together to resolve the error. This is also called as an Incident Management. If a problem occurs repeatedly then it is recorded and tracked using appropriate tools and processes until it is resolved permanently. This is also called as Problem Management. The issue is closed only after the customer or end user agrees that the problem is resolved.

Production job/program code correction[edit]

If the Production error occurred due to programming errors then a request is created for the Development team to correct programming errors. Problem is identified, defined and root cause analysis is performed. The programming error is fixed using normal SDLC process - analysis/design/programming/QA/testing/release. The new version of the Production job/program is deployed and verified/validated.

Production Process correction[edit]

If the Production error occurred due to job/schedule dependency issues or sequence issues then further analysis is done to find the correct sequence/dependencies. The new sequence/dependencies are verified and validated in test environment before Production deployment.

Infrastructure Issue correction[edit]

If the Production error occurred due to infrastructure issues then the specific infrastructure team is notified. The infrastructure team then implements permanent fix for the issue and monitors the infrastructure to avoid same error again.

Production Support Billing[edit]

If the Production error occurred due to unexpected consequences of infrastructure changes then most often the infrastructure team is not able to bill the time spent in remediation of the issue at the full rate. In some cases hours are completely disqualified from being billed.

Production Support - Follow up and Reporting[edit]

The Production error tracking system is used to review all issues periodically (daily, weekly and monthly) and reports are generated to monitor resolved issues, repeating issues, pending issues. Reports are also generated for the IT/IS management for improvement and management of Production jobs.

Efficient Production Support expert who has saved companies an average of 18 percent in production costs. Adept at developing innovating production solutions helping to separate production responsibilities to increase management coverage and implementing proven business methods under any circumstances. Specializes in technical products and youth product assembly.

Skills:

Excellent ability to think outside the box.

Experience with FTP and file transfer.

Excellent communication and writing skills.

Ability to work multiple tasks.

Able to work the occasional weekend and extra hours.

Excellent SQL database support skills.

Flexible in work and proactive.

Customer service attitude.

Responsible for other duties as assigned.

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