Customer Support Systems Analyst

Adrienne Ryans

**** ********* **** ****, ******, GA 30019 770-***-****

***************@*****.*** linkedin.com/in/Adrienne-ryans-2368249

SUMMARY OF QUALIFICATIONS

A success-oriented and motivated individual with an affinity toward providing excellent customer service. Strive toward being involved with innovative thinking and providing technological solutions. Every day is an opportunity to experience all that is available to help your business succeed.

Looking for an opportunity to be part of a team that excels in supporting its customers. I get energized when I am contributing to the growth of a business. Will bring that energy to your place of business.

Results-driven professional with a 20+ year career in information technology.

Effectively performed day-to-day operations in a DevOps role, upgrading COTS and operating systems without interruption to the business.

Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

Process improvement advocate with a history of implementing new procedures and technologies to strengthen security posture, enhance operational efficiency, and control costs.

Experience in multiple areas of Information Systems. Areas of experience include Infrastructure support (Azure), COTS Updates, Automation, Enterprise Systems Monitoring, Disaster Recovery, Capacity Planning, Problem Solving, Data Analysis, Application Deployment, Application Packaging, System Administration, Software testing, and Hardware testing.

– Areas of Expertise –

Testing & Troubleshooting System Administration

Resource Management Disaster Recovery Effective Communication

Team Leadership Business Continuity

TECHNICAL PROFICIENCIES

Platforms

Windows; MAC OS; IOS; Linux; Unix; Cgwin

Languages

PowerShell; Shell Scripting; C#; Python; HTML; CSS; Json

Cloud Tech

Azure

Database

SQL Server; Oracle; MySQL; PostgreSQL

Tools

Jaeger; Docker; Jenkins; SolarWinds; Office 365; GIT; XML; Jira; Kibana; Elastic Search; Teams; Confluence; BASH; Postman; Ansible; Pleasant Pass; SCCM; Octopus; Apache; LogicalDoc; JasperSoft; Notes; MSI Installer; UDeploy; Subversion; Adobe Photoshop; Illustrator; Acrobat; Admin Studio; SOAP; TCP/IP, DHCP; DNS

Soft Skills

Troubleshooting, Communication (Vocal and Written)

PROFESSIONAL EXPERIENCE

Kapsch TrafficCom North America 2020 – 2023

Technical Support Engineer (DevOps)

Collaborated with software engineering in diagnosing and fixing production software issues, automation and streamlining our operations and software release processes,

Build and maintain tools for deployment and monitoring operations, performing software maintenance and configuration, implementing the fix for internally developed code, Python, HTML5, BASH or PowerShell), troubleshoot and resolved issues in our dev, test, training preprod and production environments.

Prepared and managed disaster recovery environment, participated in disaster recovery testing.

Provided infrastructure support via Azure to manage all systems.

Developed and improved operational practices and procedures.

Multi-tasked and prioritized activities to complete tasks and objectives independently and fully

Led technical consulting support on projects and existing system support issues.

Evaluated software packages and made recommendations to management.

Identified problems before they happened and implemented solutions that detect and prevent outages.

Identified conflicting business practices and integration issues, suggesting alternative solutions.

Successfully, established and coordinated software maintenance activities across different regions.

Technical expertise and leadership to support teams in the analysis, design, test, and support of tolling business applications.

Interfaced with client, software operations and developers to ensure that solutions are implemented accurately. Including on-call support to respond to high priority issues.

Macy’s Tech – Macy’s Inc. 1999 – 2020

Senior Systems Analyst

Saved the company 25% funds on hardware expenses by analyzing computer system performance and configuration metrics to maximize use of current equipment and repurpose equipment where needed. This included forecasting future capacity needs and making needed recommendations.

Successfully saved the company hardware cost by modifying python scripts, updating configuration information in confluence, and identifying code changes required.

Created Splunk queries to read server log files and pull information into TrueSight Capacity Optimization tool and into our in-house application called CPAAS (Capacity as A Service).

Create executables that take data pulled from Active Directory and a mainframe support system that converted the data into a form that can be added to HPCMDB using the API’s provided by Hewlett Packard. Tested all programs on the test system before deploying them into production. Pulled data from the HPCMDB using their APIs to import the data into SQL Server and Nagios.

Collaborated with developers, business partners, and operations teams to gather and maintain exact information about each application business drivers.

Saved the company 75% in man hours by automating the collection of systems data for our CMDB. Used the following tools: C# PowerShell, shells scripting, Jenkins, SQL, and Perl (Matrix24x7, HP-SiteScope, BSM, HP-UCMDB /API’s, Active Directory, and Nagios)

Optimized deployment practices by 50% via centralizing all company application deployments using a suite of infrastructure approved tools (Subversion, Jenkins, and UDeploy). This included creating workflows for both Windows and Java based applications.

Created UDeploy and Jenkins workflows to ensure successful production application deployments for both Windows and UNIX environments.

Packaged, configured, and deployed Windows-based application using Systems Center Configuration Manager.

Provide management with monthly statistics to assist with determining the success and efficiency of our department which include monthly, yearly operational reports along with weekly team status and project status reports.

Supervised a team of nine analysts to support windows deployments, application testing, ClearCase Administrations, SharePoint, AnthillPro, SCCM, SAS, and WebSphere. Managed the workflow and cross-training requirements for each analyst. Ensured the team followed the appropriate incident, problem, and Change Management procedures.

Performed employee interviews, performance feedback, regular touch base, and coaching.

Ensured all documentation is maintained and provide overall deployment, and administrative policy for the products we support. Identified and implemented policies and procedures for system performance and disaster recovery.

Prepared resource estimates for new projects, enhancements, and maintenance. Review and make resource decisions.

Defined new project strategy and managed existing projects. Provide upper management with team direction and project updates.

Performed deployment, testing, and packaging/repackaging activities.

Established deployment, testing, and packaging standards to ensure all processes function efficiently.

Administered source code management environments, which includes ClearCase and Visual SourceSafe, and later subversion and GIT.

Researched and evaluated new technologies as they relate to the requirements to improve sales processing at Macy's Inc. along with providing enterprise system solutions that will give Macys a competitive edge in the retail business.

MetLife 1975 - 1999

Past Positions: Systems Engineer, Systems Analyst/Programmer Analyst/Technical Writer

Provided support, installation, maintenance and monitoring of the Local Area Network, Lotus Notes and Desktop support environment for 500+ employees.

Implemented an upgrade of Argus Financial Software on eleven servers in multiple sites, completed 50% ahead of schedule and resulting in a 50% increase in productivity.

Installed new network automated backup and disaster recovery system, resulting in a 90% increase in the security of company information.

Provided technical customer support to 400+ MetLife personnel in the New York home office, resulting in a 30% increase in productivity.

Analyzed the results of a telephone-answering procedure survey, which lead to a 25% improvement in the Pension department’s ability to effectively respond to their customers’ calls.

Provide technical systems documentation for all mainframe applications.

Analyzed the results of a telephone-answering procedure survey, which lead to a 25% improvement in the Pension department’s ability to effectively respond to their customers’ calls.

Provide technical systems documentation for all mainframe applications.

EDUCATION

University of Phoenix - Master Information Systems, 2005-2007

DeVry Institute of Technology, Bachelor of Science in Telecommunications Management, 1999-2002

Georgia Perimeter College, Associates of Science in Business Administration, 1996-1998

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