Geffrey Marc Theriault

** ***** **** ~ Holbrook, MA 02343

978-***-****) ~ adz7kw@r.postjobfree.com

SUMMARY

Senior Application Support Engineer

Extensive experience ranging from software development and integration to 7/24 operations and customer support.

TECHNICAL SKILLS

OS/NOS: Windows Server 2003-2016, MS/ Windows 7-11, MS/SQL 2000-2016, Oracle9x-12x, TCP/IP, Solaris UNIX, IBM AIX, LINUX, HP-UX

Software: ServiceNow Nuance eScription platform, Active Directory, Control-M, Automate, Salesforce, Clearcase, Putty, Visual Source Safe, Exceed, DB-Artisan, MS/Office 365, Visio, Epicor, Rumba, Clarify, Advent Reporting, eRoom, FileZilla, LogMeIn, Remedy, HP Openview, HP Quality Center, JIRA, BRIO, Lotus Notes,Winscp, FTP, Eagle Automation Center,

Hardware: IBM Zeon Series, E-Series Servers, Compaq ProLiant, HP DL-380, Intel Based PC’s, RS6000, SPARC xx, NCR Towers, Prime, Stratus, IBM-308X-309x mainframes

EXPERIENCE

BNY Mellon, Boston / Everett, MA 08/2016-Present

IT Infrastructure and Production Support Engineer

Performed numerous deployments of both thin and thick applications to multiple servers for all working environments.

Worked closely with various application Development and Infrastructure teams on numerous projects to ensure success.

Performed code migrations and Production Support for Mellon Asset Management IT Operations division supporting six boutique investment firms including Central, Mellon Capital, Newton Investments, The Boston Company, Amherst Capital and Standish/Mellon Asset Management.

Monitor Automate Batch processing for Production and resolve or escalate any issues with missing files or job failures that occurred within our Production or QA systems operating under Microsoft Hyper-V 2016 clustered environment.

Maintain SLA’s for multiple business units in the BNY Mellon infrastructure

Documentation specialist for procedures related to Microsoft Server 2012 R2 and numerous business applications.

Nuance Communications, Burlington, MA 09/2015-8/2016

Senior Application Support Engineer (eScription)

Troubleshot and resolved technical issues within the Nuance eScription platform utilizing LINUX, SQL, Windows Server 2003-2008 and various flavors of Windows desktops.

Level 2 technical support for Nuance eScription customers located within the US and Canada utilizing the Clinical Language Understanding platform and its supporting technologies.

Used remote access methods to diagnose and resolve support related issues for Nuance customers

Maintained customer systems by performing periodic updates to system software both for major and minor versions while coordinating timeframes and the upgrade process with the customer.

Provided advanced operational workflow and technical support via remote access, telephone and email for both internal customer implementation teams and our external customers.

Ensured Dragon Medical eScription platform system stability and functionality met customer SLA’s.

Blue Cross Blue Shield, Boston, MA 01/2015-03/2015

Production Support Analyst (Completed Contract with Overture Partners)

Triaged and documented system incidents, application outages and application defects while managing the incident resolution process and assisting in determining root cause.

Performed new code migrations to SIT, UAT and Production environments.

Partnered with both Business & Sales teams to support changes within the BlueQuote Plus application and perform critical updates for Quarterly Insurance ratings, Census data and coding changes for BQ+ application enhancements.

Supported Release Management and Change Management for Sales related applications

Bay State College, Boston, MA

Application Support Analyst 06/2014-11/2014

Performed day to day support and administration of CampusVue Student CRM for faculty and student body

Resolved all application related issues reported by faculty/students regarding proper access and functionality

Partnered with business units to document procedures/technical instructions/business knowledge for use by the staff

Monitored application performance while collaborating with senior team members and/or vendor support when needed.

Performed version control maintenance for Production and Testing Environments

Scheduled all testing and implementation of application patches, updates and system upgrades ensuring tasks were completed in a timely and accurate manner for both our Production and Test environments

Acted as liaison to faculty and IT staff in the proper use of CampusVue student CRM

Partners Health Care, Wellesley, MA 08/2013-10/2013

Application Support Analyst (Successfully completed AVID contract)

Provided Level 2 support for approximately 4500 end users utilizing Windows Server 2008, Windows 7 and XP desktops running eRoom online collaboration software.

Performed System administration and implementation tasks on client’s desktops utilizing eRoom client

Partnered with both internal PHS support teams and external vendors to triage and resolve application related issues on both the servers and the user’s desktops.

Maintained SLA’s with various content teams and groups within the Partners infrastructure

Utilized HP OpenView to respond to incoming issues and requests reported from within the user community and to document issues found through pro-active monitoring

Provided Weekly statistical reporting to management on problem trends, frequency and resolution times

RBS Citizens Bank, Providence, RI 2012-2013

Application Support Analyst (Successfully completed MODIS contract from 4/2012-3/2013)

Provided Production support for all RBS Citizens Bank and Charter One Bank Image Processing issues

Responded to incoming production and test related issues reported through active system monitoring and also from within the user community

Assisted the Development team in migrating fixes and enhancements to various environments including DIT, SIT, UAT and Production.

Provided 7/24 production support, including outage resolution, investigation of outage, root cause analysis, and impact to customers along with resolution steps taken.

Maintained Business SLA’s with all business lines for application availability.

Scheduled and tracked application software updates within all Production and Test environments.

Utilized the current Change management process to create and process requests for application software updates.

Performed Active Directory user administration for all Kofax and Content Manager Environments.

Assisted on system upgrades/planning with development teams, external vendors, and internal business partners.

Fidelity Investments, Boston and Marlborough, MA 1995-2011

Senior Production Support Analyst (2000-2011)

Supported Fidelity Charitable Services, including The Charitable Gift Fund®, Fidelity Private Foundations Services®, and National Charitable Services®.

Second level support for estimated 75,000 FCS customers and associates.

Worked closely with various development teams, external vendors and internal business partners to implement, schedule, and process fixes and enhancements within multiple production environments:

oNightly batch processing cycles

oNew code migrations to various DIT, SIT and UAT environments

oOperating systems: Solaris Unix, IBM AIX, SQL 2000-2008, Oracle 10-11x

Responded to issues reported by internal and external customers involving web access, authentication issues, software/hardware related problems and data feed related issues.

Installed and maintained new PCs on the network for the Private Foundations testing environment.

Administered system and implemented new customers for internal and external Private Foundation users.

Technical Specialist (1995-2000) 1995-2000

Oversaw client server activities within the Marlborough Data Center; supported multiple platforms including HP, Sun and IBM-AIX. Monitored and supported over 400 Novell, 300 NT, and 300 UNIX servers.

Provided notification of problems to all levels of senior management.

Diagnosed and resolved issues with Windows NT, 95, and Windows 3.1.

EDUCATION/CERTIFICATIONS/TRAINING

Clark University, Computer Career Institute (Microsoft Certified Training Center)

A+ Certificate, Microsoft Windows NT Administration

Installed, configured and optimized Windows Servers and Workstations

Configured network components using network protocols including TCP/IP and IPX/SPX

Set up and administered user accounts and user groups

Created and configured domains, trust relationships and various domain models

Installed/configured servers with Dynamic Host Configuration Protocol (DHCP) and Windows Internet Naming Service (WINS)

Troubleshooting experience with Windows NT and TCP/IP protocol

Installed, configured and administered Microsoft Exchange server and client.

BRIO End user 6.0.

Boston University, Boston, MA

M/S SQL 2000 Administration, MS/Access Fundamentals

Introduction to Oracle, Fundamentals of Solaris, RS6000 AIX

Unix Fundamentals 1&2, Unix System Administration

6 Thinking Hats

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