LARRY WILLIAM BRUCE JR.

Release Management / Application Analyst

980-***-****

adih8j@r.postjobfree.com

https://www.linkedin.com/in/larry-bruce-480a2610

CAREER SUMMARY

Production Support and Technical Analyst who provides over 12 years of experience in technical support, application analysis, user acceptance testing, asset management, project coordination, change management, user training, and technical knowledge transfer

Utilized years of information technology experience to assist both business users and team members in leading project efforts, cost estimates, milestone tracking, implementation steps, and post go-live support

Provided guidance and support as subject matter expert to both vendor and third-party applications. This included troubleshooting efforts for applications that either operated directly or indirectly with Java, SQL, Mainframe (AS400), .NET, Internet Information Services, Unix, and Windows based systems.

Working knowledge of multiple ticketing and project management tools such as Jira, ServiceNow, PeopleSoft, Pac2000, Remedy, Confluence, and Basecamp

Strong oral and written communication; collaborates with business users and technical resources to identify needs and improvements to the scalability and sustainment of the current environment

Accustomed to thinking quickly in a fast-paced workspace and supporting additional assignments outside of normal job obligations to provide quality service to business users

CORE COMPETENCIES

* Microsoft Windows Server * Microsoft SQL Management Studio * SQL Server Studio Manager * Microsoft Office * Active Directory * Oracle Identity Management * Release Management * Accruent * LP Software * Azure * Jira * PAC2000 * Splunk * Glass box * Learning Management Systems * DOS Command Line * C-Sharp Programming Language * Visual Basic.Net * Visual Studio * Magic Ticketing System * SharePoint * Oracle & SQL Plus * Back-Office Production Support * Desktop Support * Break/Fix Technical Support * Windows Operating Systems * AppWorx Scheduler * Service Now Ticketing System * Victor Video Camera Software * C-Cure Card Access Software * Internet Information Services * SQL Server Reporting Services * Bash Shell Scripting *

PROFESSIONAL EXPERIENCE

Company: Wells Fargo

Worked From: 07/2020 TO 10/2020

Job Title: UAT & EUC Support Engineer

Provided production and user acceptance testing for both web and application servers

Collaborated with teammates and deployment team members to plan, schedule, and implement security updates to prevent vulnerabilities

Contributed to daily support for internal web pages used to monitor, maintain, audit, and verify status of hardware devices

Assisted in off-hours backup and updates of SQL servers

Documented all issues and communicated to customers through PAC2000 ticket system

Utilized JIRA to track issues and implementation plans

Deployed environment releases using Team Foundation Server in Azure DevOps application

Worked with customers to troubleshoot web-based application issues

Documented and archived all new issues for future reference

Collaborated with the deployment team to validate manual scripts used for both implementation of new code and confirming successful correction of known issues

Used SQL to the task such as backup databases, confirm SQL versions, and validate data changes post implementation

Resolved or escalated issues relating to inaccurate or missing data to development via Pac2000 or Jira

Company: DELHAIZE

Worked From: 12/2017 TO 07/2020

Job Title: Application Support Analyst Level III

Provided second level support for all development, test, and production level applications. This includes assisting in projects, root cause analysis, and supporting other teams whose applications crossover with my currently supported applications. This also includes providing resolutions to new issues, documenting them, and adding them to the knowledge-base for level one support

Assisted in managing the ticket queue (Service Now), containing all Loss Prevention system incidents as it pertains to supported applications. This also includes change management tickets for new application releases and updates

In certain cases, required to play the role as technical lead or project manager in small to medium projects for supported applications

Provided technical support and analysis in cross organizational efforts to deliver quality technical solutions to the business

Tasked with designing and reviewing system documentation and making determining the most effective way to complete specific tasks. Also responsible for keeping the core Loss Prevention team up-to- date on projects and other changes within their supported systems

As part of daily support, required to understand enough of the software development process to troubleshoot, modify, and create new applications if needed. These applications may span from Windows Command Scripts to .NET console applications

Displayed strong familiarity with the installation and support of third-party systems including web application setup using Internet Information Systems and Apache Tomcat web servers

Created SQL scripts, stored procedures, and query data utilizing data manipulation within SQL Server Management Studio

Provided strong working knowledge of Windows Server 2000-2016

Utilized source management systems such as Git

Company: BANK OF AMERICA

Worked From: 09/2017 TO 11/2017

Job Title: Authentication Support Level III

Provided third and final level support for all production level online banking applications via authentication analysis. This includes utilizing error log querying tools to support login errors from mobile, desktop, and internal-facing authentication

Identified possible production failure scenarios within the supported environment

Triaged incident and defect tickets and escalate to the required vendor or support group

Communicated effectively with development and internal business operations teams to resolve application conflicts

Utilized Splunk to identify application errors, perform root cause analysis, create chronological timelines using application logs from customer account servers, and confirm errors post code implementation

Reviewed production post-release and relay back to vendor\development any abnormal changes within the environment

Leveraged monitoring tools team to add new alerts, monitoring dashboards for new projects and initiatives

Worked with the infrastructure performance team closely and review any performance or capacity issues within production

Used Remedy to track all change control and support tickets

Identified vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas

Utilized SharePoint to organize, create and maintain system, functional and reference documentation

Provided on-call 24\7 support for all production related issues

Used Glassbox to identify any user side errors or failed user interactions with customers

Company: WELLS FARGO INC

Worked From: 09/2016 TO 09/2017

Job Title: Risk & Release Management Consultant

Provided second level support for all non-production level environments. This also includes assisting in quality assurance testing and creating documentation of current issues and support.

Created basic automatons using DOS, PowerShell, and SQL to resolve repetitive tasks

Tasked for installation of all version upgrades from Dev, SIT, UAT to production environments.

Created knowledge-based articles that will later be used as a knowledge library

Planned and led the UI refresh process for each non-production server to assure environment uniformity

Utilized system monitoring tools to create reports that will display current status of the server’s resources and user interface environment

Led efforts for identifying, correcting, and documenting all known errors or trends within the non-production environments

Provided 2nd level support for production level environments. This may include the upgrading of files or communicating with vendors of any recently found issues

Led the process of gathering all resources and needed parties necessary to complete needed tasks to resolve any coding issues or connectivity problems with the overall environment

Relied upon for the upkeep and availability of all non-production level environments during normal operation hours

Supported efforts in maintaining an accurate, updated testing schedule for code tracking

Utilized problem tickets and code request forms to properly organize or correct any current errors or UI conflicts

Created step by step instructions for DBA and system admins to assist in installation of patches and upgrades into the production environment

Tested all SQL queries from vendors for errors or inaccuracies when adding into a non-production environment. This may include working with the QA team to verify functionality

Worked with management to identify more efficient and time-cutting methods to support current long-standing processes

Worked with neighboring teams to provide assistance for any additional applications that may cause any negative effects on the current supported environment

Managed Change Control Tickets to monitor any and all updates to the project all the way until final implementation to production

Worked with multiple resources and support teams, including facilitating meetings\phone conferences so that resolutions could be identified quicker

Kept an open line of communication with our support teams so that any issues found post production can be identified and resolved quickly

Created a calendar of events using SharePoint to keep track of multiple projects

Created, maintained, and updated any and all knowledge related documentation related to supported software and processes (using SharePoint)

Collaborated with technical resources, management, and stakeholders to keep milestones on budget and on time

Provided hands on training, documentation, and application knowledge to a small team tasked with the responsibility of improving and automating any needed day to day operations

Required to have working knowledge of both Java and web-based applications to troubleshoot and report to development any defects or code related errors within the application

Company: FAMILY DOLLAR INC

Worked From: 06/2012 TO 09/2016

Job Title: Application Administrator II

Investigated escalated technical issues from call center agents and internal business users. Responsible for availability and maintenance of over 15 internal applications. Provide root cause analysis from either troubleshooting the issue directly or working with our escalation/vendor support teams

Created scripts and small programs using JavaScript, PowerShell, DOS, C#, and VB.Net to resolve daily repetitive task such as moving files, dating and archiving data, space allocation, windows process management, cycling services, clearing bottlenecks in file processing queue, and allow business users to run AppWorx jobs without the need of admin support

Tasked for managing and supporting projects throughout the application development life-cycle

Provided a consistently high level of customer service in a fast paced, ever changing environment

Provided quick and timely resolutions to business customers within the SLA metrics provided

Provided on-call support for production critical systems

As a SharePoint admin, created a team-oriented site page for document repository and Knowledge-base

Provided application support to Project Managers/Business Analysts during projects

Utilized SharePoint to create a document repository for teammates and external staff

Utilized JIRA to create tickets to monitor and track all assigned change controls

Worked with team members to perform strategic proactive solutions for supported applications

Required to learn new processes and applications during support transition

Utilized UNIX command line knowledge to search for files, directories, corrupted or damaged transaction files, and extract files from zipped folders to send to needed parties

Created SQL queries to identify locked users and automate specific processes via scripts

Provided training, support assistance and documentation to our off-shore support teams

Communicated simple to complex IT related issues to business users with varying levels of IT competency

When required, I worked with our project teams to stand up new applications from initial planning, to testing, to live production

Utilized SQL Plus when connecting to our Oracle database

Company: CHRISTIANSTEVEN SOFTWARE INC

Worked From: 05/2010 TO 06/2012

Job Title: Software Quality Assurance Tester

Obligated to troubleshoot client issues, provide IT consultancy and work with the development team to QA test all code before scheduled version releases

Worked with development to troubleshoot, identify, and resolve driver issues for the software’s custom application programming interface

Educated clients on software’s minimum requirements, user “how to’s” and support options.

Identified any and all bugs and errors within beta code and reported to development for code changes

Communicated directly with executive management providing updates and progress reports on coding issues and releases

Worked as a liaison between sales and IT departments

Provided up sale opportunities for the sales team via consultation

Utilized knowledge in Windows OS, servers, and desktops to best optimize software performance

EDUCATION

Microsoft Training Guide

Microsoft Certified Professional – Desktop Support 2012

Baltimore County Community College - Baltimore, MD

A+ Certification 2005

Network+ Certification 2005

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