Production Support Analyst

Lucinda Karustis

610-***-**** **********@*****.***

Linkedin.com/in/Lucinda-Karustis

Professional Highlights

The Vanguard Group, Malvern, PA

Production Support Analyst, 2016 - 2020

Experience: 4 years

Achieved 99% availability for corporate operations production systems.

Responsibilities included project management tasks pertinent to issue resolution, recording and tracking defects in the system. Coordinated system and user acceptance testing and issue resolution with project managers and development teams.

Coordinated project reporting oversight and readout activities for senior management via corporate dashboards and periodic executive summaries. Presented key project indicator metrics for executive review on scheduled basis in structured format.

Interfaced with development and technical support teams to provide end users with effective, clear technical documentation for business processes.

Managed incident and change ticket queues that included receipt, processing and resolution activities resulting in over 50% decrease in service delivery time. Implemented new change management workflow process to achieve 70% decrease in system defects.

Responsible for 90% decrease in recurring issues by implementation and documentation of automated solutions.

Business Systems Analyst, 2013 - 2016

Experience: 3 years

Led requirements gathering sessions, created and documented workflows of current state and future state client business processes.

Interfaced with project members in team oriented setting to determine business requirements and technology customization.

Translated business requirements and processes into technical requirement and configuration settings specific to software application solutions. Assumed ownership of a work stream, reviewed and directed work of junior staff.

General Accident Insurance Corporation, Philadelphia, PA

Application Administrator Analyst, 1993 - 1998

Experience: 5 years

Streamlined daily maintenance activity via implementation of process and automated improvements. Designed, scripted and implemented UNIX Korn Shell routines. Reduced daily maintenance time by 75%.

Performed role as user liaison to external vendor of indexing, storage and retrieval software.

Implemented solutions to issues originating from vendor software by scripting and executing UNIX Korn Shell routines.

Information Security Analyst, 1990 - 1993

Experience: 3 years

Analyzed security environment and implemented solutions to reduce exposures and increase security awareness.

Supported and performed maintenance tasks related to ACF2 security tool on mainframe platform.

Developed and implemented code to generate security reports for enhanced auditability.

Operations Analyst, 1988 - 1990

Experience: 2 years

Technical responsibilities included the design, development, and support of accounts payable system for Reinsurance Unit. Access changed from manual and time intensive lookups to instant electronic viewing. Processed 50-80 accounts weekly for an improvement of over 70%.

Education and Certifications

Amazon Web Services Cloud Practitioner Certification, Pending.

UNIX/C/C++/OOP Certification, Penn State University, Malvern, PA.

Bachelor of Science, Information Systems, St. Joseph's University, Philadelphia, PA.

Awards and Presentations

Delivered information security presentation entitled “Case Study: Administration Aid for Automated ACF2 CICS Resource Rules” at the ACF2 East Coast User Group meeting in Tysons Corner, VA.

Winner of Rotary International Foundation Cultural Professional Team Exchange Award to Karnataka, India to promote international understanding and goodwill. This was a highly competitive award with a large pool of candidates. This month-long exchange included sharing information with Indian information systems professionals and learning about the diverse Indian culture.

Production Systems Support Infrastructure Systems Support Issue Troubleshooting

Technical Project Support Workflow Processes Documentation

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