Topaz A.Thomas

adgoum@r.postjobfree.com

404-***-****

SUMMARY OF QUALIFICATIONS

Results driven Sr. Application Support Engineer & Sr. Systems Admin professional with experience in application maintenance, strategic planning, quality control, communication across functional teams, information management, programming, data modeling, product enhancements, change and release management in the telecommunications, video on demand, security, finance and healthcare fields with over 10 + years’ experience.

HIGHLIGHTS

•Accomplished leader effectively managed various Application Releases and Server Migrations.

•Proven track record of delivering projects within defined scope, time and cost.

•Served as liaison for business partners, management alongside delivering technical specifications and detailed training material.

•Dedicated professional, adept at providing superior customer service and overseeing multiple projects.

•Trained and managed teams in operations, system implementation and project execution.

•Effective communicator with exceptional analytical problem-solving ability with follow thru effiency.

•Technical proficiencies include personal computers, midrange, mainframe, client server platforms, web applications and numerous programming languages.

EDUCATION

Masters of Business Administration, Keller Graduate School of Management, Atlanta, GA

Information Technology (June 2007);

Bachelor of Science, DeVry University, Atlanta, GA

Computer Information Systems (October 2004);

CERTIFICATIONS

EPIC Tapestry/ AP Claims Epic Verona, WI

(August, 2017)

PROJECTS

Kaiser Permanente - Linux - Epic Bridges Automation within 7 environments ( Test & Production).

T-mobile - Linux - QuickView - Retail Application - Backend Extraction for deployment ( Test & Production)

Cox Communications - Middleware Apps to troubleshoot & analyze & deploy fixes as needed ( Test & Production).

PROFESSIONAL EXPERIENCE

June 2016 - August 2019 Sr. Systems Administrator Kaiser Permanente,Atlanta, GA

Provided support to Kaiser’s Billing/Claims System thru (EPIC – AP Tapestry). The EPIC experience required analogy, troubleshooting, production SU deployments and validations. In addition, in depth training with Epic that required scenarios to complete daily patient impacting issues & tasks. Also, took in depth courses for EPIC Bridges modules as well. Primary focus was to provide an advanced level of coordination and facilitation support for recovery from high severity service impacting incidents, assess and follow-thru on all Severity 1 and Severity 2 issues through service restoration, and to insure that communication to clients, Sr. Management, Account management, and internal groups took place in a concise and timely fashion for all stakeholders.

Provide Level1/2/3 application production support for in scope data/batch related applications for Claims (EPIC-TAPESTRY) batch processing E2E thru backend processes.

Provided weekly status/progress report to team manager to include urgent incidents & their status, and goals/projects progress.

Monitored all claims batch processing (Tivoli Workload Scheduler/Informatica-ETL) to ensure all programs complete successfully without delays; Use the event base scheduling system to identify all anomalies and log issues. Researched and identified and analyze errors and the root cause to correct the issue and provide recommendations based off deep research and projections of new releases.

Ensured optimal performance and integrity of ETL process using Informatica by maintaining best practices Work with teams such as (Development, and Unix Administration, Windows Operations,Networking, AppBuild and Release Management) to resolve reported client issues after Go Live fixes to production & lower environments.

Coordinated with onshore and offshore support team to manage/mitigate batch processing failures during nightly processing impacting data being delivered to data stores or consumers.

Worked with UNIX Admin middleware team to facilitate enhancements to automate thru Powershell Unix scripting, monitoring, and reporting on the exact issue facing patients and the probable issue relevant to each environment and region.

Track incidents by using a global call logging system (Remedy and ServiceNow) troubleshooted production support & lower environment issues and ensured they were resolved as needed to meet the request of the business stakeholders.

Automated the Epic Bridges (7) regions process in order that production support hours could be reduced and more fluent process for change management and release management. This required coding, partnering with IBM, testing and several levels of followup.

Administered manual tasks that would audit the claims of patients and the workings of several business partners, vendors and other stake holders. In addition, had to ensure the status and progression of each workflow.

As a SQA/Sr. Systems Administrator, it was my responsibility to ensure all daily tasks were analyzed and executed accordingly. Apart of my role was to ensure the accuracy of several internal applications for the KPCC Claims team for 7 regions. In addition, I enjoy the challenge to learn different levels of technology for efficiency for clients, stakeholders and customers.

SQL was method to determine complete extraction from different teams and integration, it was essential to check all data sets were being sent from the KPCC claims system and in addition, extracted from other systems, such as DataMethods, Common Extracts, Finance, Dasp, including EOP’s & EOB’s. This also included us uploading files via TOAD to reflect verified patient information.

In order to modify several processes and implement CR’s and deployments it was imperative to QA test the code or to provide a fix in lower environments such as SIT, DIT, UAT & production to validate the proficiency of the solution. It was apart of my team to work with QA testers to verify the steps, analyze & complete implementation.

The KPCC Claims owned several daily jobs that required monitoring and troubleshooting to ensure all information was being translated as needed. Therefore, the primary tool that was used was Informatica to define different repositories for each environment and regions depending on requirements. In addition, we had to complete research on different landing zones on the server to confirm results.

March 2015 - November 2015 Application Dev Support Analyst Cox Communications, Atlanta, GA

Provide requirement & technical support to QA Team on behalf of the Middleware Development team during Agile test cycles of various business projects releases.

Facilitate, investigate & troubleshoot MW defects, supporting Development teams during integration testing, qa and production issues by assisting client teams with investigating issues found during integration testing in lower environments with Android, IOS web client applications..

Research & find API issues errors between sub systems thru server Unix logs and SOAP UI.

Perform 24x7 monitoring and testing to proactively detect possible failures and defects by trailing Unix logs, using Proxy servers.

Validating SQL databases for cross functional platforms for web and client server applications.

Administers tests and evaluates processes, software, and provides certification testing of equipment for quality assurance of product offering and services.

Manages SLAs, ATPs, defect calls and reports, imports/exports, Release software applications after testing, and reports service performance.

Open and track analyze defects in JIRA via Quality Center and provide in depth Unix or API log information to push resolution of issue with development teams.

Create troubles reports, inform customers of the issue status, and ensures escalation, restoration and repair.

Performed daily checks by checking Linear and Vod assets to support Video on Demand for all Cox's projects to ensure health of lower environments and validate successful completion of daily import process activities via Admin UI.

Coordinate with QA and Development and Change board to implement Production fixes and enhancements regarding application deployments.

Provision using AS400, configure, deploy, and support the suite of web applications and Video on Demand services, as well as supporting tools and services.

Serve as technical lead within the Business Services organization by acting as the escalation point for issues arising from Customer Support, QA, Production and other functional areas within the company. ·

Work with the Manager of Development Services to continuously define and improve a wide spectrum of processes utilized by the Professional Services team.

Collaborate closely with the Dev, Release Management and QA teams to improve processes and technology supporting deployment and maintenance of our applications.

Managed Middleware projects such as Neptune, Sail,Customer Gateaway, VSP through requirement and system analysis.

November 2008 - December 2014 Application Support Engineer Amdocs (T-Mobile Acct.), Atlanta, GA

Analyzed, debugged Java based applications for support and customer resolutions.

Worked with developers to resolve defects, configure fixes and errors in production and test issues

Gather, develop, coordinate, and maintain business requirements for various projects and/or systems from initial phase to final implementation, assuring requirements meet standards.

Directly involved with analyzing, documenting and resolving database issues incurred during the data load process.

Analyze application XMLs thru Soap UI to validate the request and responses of web and client services.

Develop/create master test plans and related documents, test cases, and test schedules for QuickView UUI.

Execute test cases/scenarios across development projects.

Interact with users, developers, vendors, and the company for (SDLC) full life cycle of the project.

Lead projects which included testing functionality, user interface, regression, security, and user acceptance for QuikView, QVXP web application.

Document test scripts and test plans related to business requirements and identify and track defects, issues, risks.

Validate requirements for system testing using SQL to quantify system indicators, report preparation, defect recording, and defect tracking.

Perform regression testing to validate the resolution of any software or system defects thru troubleshooting .net, web based applications.

Manage projects for system upgrades, enhancements and bug fixes to improve efficiency and streamline processes.

Performed data modeling and execution for prepaid accounts, LLBC and EPSI projects, Prepaid Migrations and Activations.

Review and resolve operational issues via data extraction and quantification.

Organize and implement project management activities and cross train team members.

Train new hires in regards to testing processes, projects, data management and application operations.

Communicate in a concise manner to technical peers as database administrators and developers regarding management systems and reporting for analysis and distribution and project managers and business leaders.

August 2007 - November 2008 Applications Analyst II T-Mobile, Atlanta, GA

Provide technical support and maintenance for hardware and software including activations, deactivations, changes, inquires and billing adjustments.

Track occurrences of technical issues and deliver well planned solutions.

Communicate with database administrators and developers regarding management systems and reporting for analysis and distribution.

Manage projects for system upgrades, enhancements and bug fixes to improve efficiency and streamline processes.

Directly support projects, analyze technical designs and provide system documentation.

Review and resolve operational issues via data extraction and quantification and analysis utilizing SQL.

Organize and implement all project management activities and cross train team members.

Design Test Plans for software Technology applications including gathering business components, test cases and analysis utilizing Quality Center.

January 2007- August 2007 IT Application Support Security 1 Corp/ACI, Norcross, GA

Provided technical support for multiple banking software applications via HP Openview, including system maintenance, testing and troubleshooting.

Oversaw teams responsible for data processing and problem resolution.

Directed server administration to facilitate change controls and system upgrades via UNIX.

Handled batch jobs using IBM Maestro.

Prepared detailed analysis of program defects through Stars Ticketing system.

Installed and tested real-time servers through Weblogic and Mitem manipulation.

June 2006 – January 2007 Data Load Specialist Choice Point, Alpharetta, GA

Provided quality control for staging and updating Data Services.

Directly involved with analyzing, documenting and resolving database issues incurred during the data load process. Prepared and reviewed all supporting documentation.

Designed and performed required coding modifications to UNIX scripts.

Ran delta files using multiple applications and executed scripts producing historical results.

Provided in depth analysis on data layout changes.

Used appropriate staging procedures for various data files in preparation for data loads.

Performed verification procedures for successful data loads, reviewed transformation statistics and process logs.

Monitored data load rejections using SQL and Fox Pro and processed corrections using Informatica workflows.

Coordinated the resolution of production issues with ETL team.

Made recommendations to streamline processes for strategic direction and improve systems.

January 2005 - April 2006 IT Production Analyst CompuCredit, Atlanta, GA

Oversaw automated and manual processes using Tidal Scheduler and handled job failures.

Maintained daily operational monetary transactions utilizing Direct: Connect.

Analyzed data using Business Objects, Informatica and model processes to measure key business metrics, producing mission critical correspondence to improve operations.

Performed data conversions with PGP encryption software.

Coordinated development teams in transitioning design implementation and validating processes.

Implemented Data Cleanup procedures using UNIX scripts to run test plans for loading data.

Initiated and tested event-driven, object oriented C++ programs using I/O file processing to access and update database files while maintaining data constraints.

Scripted PL/SQL and Java programs to manage information within Oracle database. Coded blocks and stored procedures using Triggers and Cursors.

Employed ETL tool Informatica Power Center for process initialization, error handling and monitoring applications.

August 2003 - October 2004 Imaging Technician ` Digistor, Atlanta, GA

Reviewed digitized medical documents for errors within image to create paperless environment using Sovera Software Applications and tracked software bugs for quality control.

Trained new employees and led quality assurance efforts or staff.

January 2003 - August 2003 Finance Assistant DeVry University, Decatur, GA

Processed checks for students, employees and vendors, designed and managed database of over 500 listings to track student federal disbursements.

Executed IBM AS/400 queries and processed batch reports for administrative data analysis.

TECHNICAL Applications: MS Office Suite, MS Access, MS Project, Visio, Visual Studio, SQL, Oracle, DB2, FoxPro, PeopleSoft, SharePoint, Business Objects, Quality Center, Adobe Photoshop CS4, Blade Logic, HP Openview, Maestro, Reflections, Tivoli, Informatica, Clarity, Tidal Scheduler, Direct: Connect, Dreamweaver, SQL Developer, SoapUI, Proxy Server, Weblogic, Epic AP Taperstry

Hardware: Internet Information Server, UNIX, Red Hat Linux, Windows XP/NT, MS DOS

Networking: TCP/IP, LAN/WAN, VPN, SQL Server, MS Site Server

Languages: ASP.NET, HTML, XML, Visual Basic, C++, Java, JavaScript

REFERENCES Available Upon Request

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