Production Support Analyst

JACKIE HAMPTON

Email: **********@*****.***

Summary

Results-driven IT Analyst with a proven track record in analyzing and enhancing application processes to streamline business operations. Expertise includes identifying system requirements, designing innovative solutions, and integrating software applications to boost workflow efficiency. Demonstrates strong analytical skills and problem-solving capabilities, leading to substantial improvements in system functionality and user satisfaction. Committed to leveraging technical knowledge to drive continuous improvement and operational excellence.

Skills

Proficient in Unix Command Line

Azure Platform Knowledge

ServiceNow Platform Proficiency

IIS Server

SharePoint Collaboration Tools

Splunk

Experience with AppDynamics

ITRS Geneos Monitoring Expertise

AutoSys Job Scheduling Skills

Confluence Documentation Skills

PowerShell Command Scripting

Incident Management

File Transfer Protocol

TCP/IP Networking

SQL Query

Technical Experience

Bank of America, Market Risk Technology, Somerville NJ

Production Support Engineer (contractor) 05/2022 – 06/2024

Delivered level 1 and level 2 support for Python batch issues promptly.

Supplied business users with detailed reports on market risk for equity calibration.

Configured and monitored batch configurations using ITRS Geneos to enhance batch performance and to reduce impact on business operations.

Performed regular system health checks and maintenance tasks utilizing AppDynamics and Splunk.

Utilized AutoSys to manage and improve the execution of automated job scheduling processes.

Resolved ServiceNow incident tickets promptly to ensure accurate notifications were escalated.

Collaborated with developers on root-cause analysis to expedite the resumption of regular business functions.

Resolved issues after post-releases and created effective work-around solutions.

Addressed alerts and resolved batch failures through thorough analysis across multiple platforms.

Executed crucial month-end duties for business users to calibrate equity assets.

Wells Fargo Enterprise Capital Market Technology, Charlotte, NC

Systems Operations Engineer 05/2015 – 04/2022

Managed release code deployment to production environment for market volatility.

Collaborated with administrators, architects, and support teams to enhance application performance.

Collaborated with business partners to reload the aggregation tool, correcting Counterparty MPE exposure.

Conducted continuous surveillance on Counterparty credit calculator tool for quick issue resolution and prevention of trade loss.

Engaged technical support team to swiftly restore business operations during critical production outage.

Mitigated NAS and NDM malfunctions across enterprise platform utilizing PowerShell.

Managed the authorization service to set up users on the simulation tool with assigned access permissions.

Engaged in Business Continuity Planning for environmental applications to reduce financial losses.

Secured webserver vulnerabilities by managing SSL/TLS certificate installations.

Addressed end user risk measuring concerns through ServiceNow Ticketing System.

Streamlined processes through identification of post-deployment inefficiencies.

Monitored and maintained AbIntio ETL batch process using enterprise monitoring tools such as:

oITRS Geneos

oAppDynamics

oSplunk

oAutoSys Scheduler

Wells Fargo Fixed Income Securities, Charlotte, NC

Trading Systems Support Analyst 08/2013 - 04/2015

Managed fixed income trading systems for front and middle office operations.

Facilitated the integration of back-office information sourcing systems.

Completed market close analyses for daily price reports.

Delivered technical and business-related advice on bonds and inventory positions.

Collaborated with traders to address bond-pricing issues.

Recorded support procedures for operational consistency.

Managed and completed deployment of systems from development to production environment.

Education

University of Phoenix Charlotte, NC

Bachelor of Science in Business Management

Contact this candidate