Application Support

RUBY CHIN

Email: ********@***.*** Phone: 847-***-****

Summary:

Application Support Analyst with 12 years of experience across multiple database systems. ITIL Version 3 Foundations Certified.

Used JIRA, Service Café, Service Now and HP Service Manager to resolve production support tickets. SharePoint used to develop job aids, form, and manuals describing enterprise processes of Incident, Problem and Change Management. Oracle SQL utilized to develop stored procedures.

Technical Skills:

Microsoft Word, Excel, Access, PowerPoint, Visio, Project, Visual Studio.NET, Visual Basic, C#, ASP.NET, HTML, UNIX, Windows Scripting, Oracle SQL, PL/SQL, TOAD, SQL Server, TFS, HP Quality Center, Splunk, Genesys Administrator, Genesys Voice Platform, Crystal Reports, Web Intelligence Reports, Web Intelligence Rich Client Reports, Desktop Intelligence Reports, Business Objects, Google Analytics, Inkling Habitat, Tivoli, and SysAdmiral

Professional Experience:

CRS-McDonald’s, Chicago, IL July 2017 – July 2019

Consultant - Associate Business Technical Analyst

Using Service Café, Service Now, Inkling Habitat, Google Analytics, Microsoft PowerPoint and Microsoft Excel produced all reporting for the People Systems team.

Using Service Café and Service Now, manage all the People Systems queues.

Using Service Café and Service Now, provide production support for the People Systems team.

Product Owner, lead and assist the Application Support team and help desk in production support.

Point of contact with other departments to resolve issues with People Systems applications.

Using Comma Delimiter files, troubleshoot People Systems feeds and take corrective action on the fix failed errors.

Create an Access database to assist application support and People Systems team in troubleshooting issue with the CAMPUS application.

Go to person on matters on production support and reporting.

Using SharePoint, create all documentation relating to reporting People System applications.

Using Service Café, Service Now, and Microsoft Access to create queries on the fly to assist in troubleshoot issues for all People System applications.

Using Service Café and Service Now, create Knowledge Articles for all People Systems applications.

Using Service Café and Service Now, decrease production support tickets for the People Systems team by 90%.

Using Google Analytics, create on the fly reporting for the People Systems team.

Using CAMPUS Analytics, create on the fly reporting and fix issues within the applications.

Monitor and take preventative measures on the Campus feed to ensure correct data is entered to the Campus application.

Evolent Health, Chicago, IL June 2016 – April 2017

Senior Application Support Analyst

Provided Level 1 and Level 2 support, maintenance and monitoring of Aldera applications for business partners.

Provided off hours support.

Using JIRA resolved several hundred production support tickets for business partners in a timely manner and increased the efficiency of the application for the business.

Created and implemented custom reports for business partners in a timely manner to increase productivity, staffing, and statistical purposes.

Using SharePoint, developed job aids for team processes, therefore increasing a standard to business partners.

Regression tested the Aldera application.

Volkswagen Credit Inc., Libertyville, IL March 2012 – April 2016

Application Support Analyst

Technical lead on Visual Basic and .NET applications, providing support, enhancement, maintenance and monitoring.

Built and installed home grown and vendor product applications in lower and production environments in .NET.

Engaged vendor in business needs and requirements.

Point of contact with business partners on issues with applications.

Coordinated personnel in various departments to implement business needs.

Monitored and set up tools to support business partners’ applications, to increase efficiency of the applications.

Assisted and troubleshot various department issues related to home grown and vendor product applications using Waterfall and Agile methodologies.

Using Waterfall and Agile methodologies, implemented several Visual Basic and .NET applications for business partners that improved efficiency.

Using HP Service Manager resolved several hundred production support tickets for business partners in a timely manner and increased the efficiency of the application for the business.

Maintained and supported production support environment to ensure a quality environment for business.

Using SharePoint, developed manuals to ensure vendor products fit the needs of the company and the team processes, therefore presenting a standard to business partners.

Using SharePoint, developed manuals to ensure team followed the enterprise process of Incident, Problem and Change Management, increasing support to business partners.

Allstate Insurance, Northbrook, IL July 2007 – December 2011

Application Developer

Developed, enhanced, maintained, and supported several .NET applications and Crystal Reports for business partners in addition to providing 4.5 years of on call production support.

Subject Matter Expert on .NET applications and Crystal Reports.

Implemented several .NET applications for business partners that improved their processes.

Implemented several Crystal Reports for business partners that reduced access time to the report and the information the report supplied.

Created an Access database to provide feedback to all employees that increased productivity and facilitated access to critical information.

Using Oracle SQL, developed several stored procedures for business partners to enhance the efficiency of the application.

Using HP Service Manager resolved several hundred production support tickets for business partners in a timely manner and increased the efficiency of the application for the business.

Using HP Quality Center, regression tested several .NET applications and Crystal Report to ensure product quality.

Maintained and supported production support environment to ensure a quality environment for the business.

Using SharePoint, developed forms to ensure team process followed IPLC environments process.

Using SharePoint, developed manuals to ensure team followed the enterprise process of Incident, Problem and Change Management, therefore increasing support to business partners.

Education:

DeVry University, Bachelor of Computer Information Systems, Database Administration Management

Certification, ITIL Version 3 Foundations

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