Experienced Support Analyst

MARCELLA S. GLEIM

Aurora, CO ***** 303-***-****

*************@*****.*** http://www.linkedin.com/in/marcella-gleim-3216611a9 EXPERIENCED PRODUCTION SUPPORT ANALYST

Provide Technical Application Support Remedy Incidents with Detailed Analysis Performance-driven and knowledgeable team player, with proven track record of success in stabilizing production processes and procedures, improving whole production system, and providing support to internal and external customers. Expert in identifying cause of system issues and translating complex processes into clear, understandable, and actionable steps. Great communicator with strong attention to detail and accuracy, excellent time management and organizational skills, and well-developed analytical abilities. Enthusiastic and approachable individual who meets commitments with integrity.

Areas of Expertise:

− System Support − Root Cause Analysis

− Technical Writing − Customer Service

− Training − Robotic Process Automation (RPA)

− Troubleshooting − Reporting

PROFESSIONAL EXPERIENCE

OVINTIV (PREVIOUSLY ENCANA), Denver, CO 2010 - 2020 Senior Optimization Analyst 2019 - 2020

Determined cost / time savings for companywide automation requests and implemented approved projects.

• Created robotic process automation (RPA) solutions for 2 separate finance teams, Joint Interest Billing (JIB) team for reverse rebook journal entries and Revenue Division Order (DO) Accountants for prior period adjustments (PPAs), eliminating 2 FTE positions. Senior Production and Measurement Support Analyst 2014 - 2019 Collaborated with application owners to determine cause of incidents and resolve issues. Monitored 12 SQL server production databases, troubleshooting issues and managing upgrades.

• Provided technical support and training for multiple software applications for 5 - 300 users, wrote process documentation and user manuals.

• Coordinated data gathering for time sensitive acquisitions, divestitures, and land swaps, resulting in significant time savings by having all data in one place for all users to access.

• Tested new software releases, implemented patch, saving analysts 5 hours per day.

• Managed technical support to downstream users, tracking in ServiceNow and JIRA, fixing issues or escalating to outside vendor, validating services were received as contractually required.

• Designed and updated Business Objects (BO) reports for internal and external users and set to autogenerate, saving users 50 hours per month.

Senior Measurement Analyst 2010 - 2014

Recognized as Subject Matter Expert (SME) in FlowCal and TESTit applications with exceptional service to downstream customers and service providers. Reviewed and edited volumetric data as needed.

• Planned system upgrades and enhancements with downstream users in mind, communicating concisely to prevent data interruptions.

MARCELLA S. GLEIM *************@*****.*** PAGE TWO OVINTIV (Continued)

• Analyzed measurement issues and worked with field technicians to address and fix errors on daily / monthly basis. Reviewed plate changes, missing data, gas samples, and calibration reports, verifying measurement data accuracy and helping prevent costly PPAs.

• Examined internal balances and partnered with field technicians and revenue accountants on issues. Audited external customers monthly, resolving measurement issues, and eliminating PPAs.

• Created JIRA workflow, improving team momentum 35%, using Agile software. SOURCEGAS LLC, Lakewood, CO 2006 - 2010

Senior Measurement Analyst

Collaborated regularly with downstream users, customers, and service providers. Composed performance reviews and assisted as acting measurement lead. Communicated with field operations, technicians, and accounting to resolve data and balance discrepancies. Interfaced with IT and product specialist on database, data, and server issues.

• Co-authored measurement manuals for FlowCal and TESTit to help train new staff, eliminating need for vendor training and cutting training costs 50%.

• Implemented analytical workflow processes, following company guidelines, measurement standards, and contractual requirements.

• Set up communications protocol for polling interface. Reviewed, edited, and closed settlement data by 5th working day of each month.

ADDITIONAL RELEVANT EXPERIENCE

Held increasingly responsible Balancing / Auditing Analyst and Measurement Analyst positions at Kinder Morgan Inc.

EDUCATION AND PROFESSIONAL DEVELOPMENT

− Completed coursework towards Bachelor of Business Management at University of Phoenix, Lone Tree, CO

− Received formal training on individual applications: FlowCal, TESTit, P2 Enterprise Upstream

(EU), Seven Lakes Field Data Gathering (FDG) to enhance skills and reduce vendor costs associated with troubleshooting, issue resolution, and enhancements

− Developed skills necessary by utilizing online training provided by UiPath for beginner RPA developer

SOFTWARE SKILLS

− Microsoft: Access, AZURE, Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word

− ServiceNow, JIRA, EnServ, Business Objects Web Intelligence SAP, SQL Server, RtChex, Cygnet/FMS, JD Edwards (JDE), Enterprise One (E1), FLOWCAL, TESTit, Seven Lakes FDG, P2 Enterprise Upstream (EU), AFE Navigator, UiPath Beginner RPA Developer

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