Technical Support Analyst

Paul L. Richardson

**** ******** ****

Raleigh, NC 27603

919-***-**** (C/H) ***********@**.**.***

Credentials

20+ years in IT, starting as an IBM computer operator mounting tapes, working with JCL in a MVS/DB2 environment, working with SAS, building databases, converting data, analyzing data using SQL and Oracle, testing, and reporting human resource data, client data, monitoring XML transactions there hasn’t been anything data related that would be unfamiliar.

Experience

ESW L2 Support - IBM RTP, NC 7/2020 – 2/2024

International Business Machines Corporation is an American multinational technology company headquartered in Armonk, New York, with operations in over 170 countries.

-Responsibilities:

1.technical support to the Shopz software ordering application for Z machines globally

2.Case management of issues from customers pertaining to Shopz and ordering using Salesforce, email, and other means of communication.

3.Assist in monitoring other ESW applications, ie LMS/LMFS, Danube

-Tools – Oracle, SQL, Salesforce, MS Outlook, HCL Notes, Slack

Programmer Analyst - ConvaTec Inc. Remote 5/2014 – 6/8/2018

ConvaTec is a global medical products and technologies company focused on therapies for the management of chronic conditions, with leading market positions in advanced wound care, ostomy care, continence and critical care, and infusion devices.

-Responsibilities:

1.data management and reporting analysis of customer/client data in in EUR/APAC regions

2.Developed reports using MS SQL Server 2008 as well as Oracle and TOAD per adhoc requests and for production use in SSRS. Maintained and updated legacy reports for performance enhancements and adjustments.

3.Manipulated multiple data inputs for database creation and updates

4.Created and automated customer requested reports in SSIS/SSRS environment that allowed customers to produce their own reports

5.Updated customer/client production letters using PHP in a UNIX environment front-end

6.Was fill-in Hyperion analyst for the Finance Dept. processing stored weekly reports

7.SharePoint administrator of MS Office platform and assisted in conversion to O365

8.Web developer of company intranet site

9.Tested customer data for changeover to O365/Dynamics CRM

-Tools – SQL, Oracle, TOAD, SQL, SSRS, JIRA, PHP, PuTTY(UNIX), Hyperion

Software Support Engineer - Amber Road Cary, NC 5/2011 – 5/2014

Amber Road provides a single, on-demand platform that automates and streamlines global trade. By helping organizations to comply with country-specific trade regulations, as well as plan, execute and track global shipments, Amber Road enables goods to flow unimpeded across international borders in the most efficient, compliant and profitable way.

-Responsibilities:

4.technical support to customers and trading partners from conception to issue to resolution

5.Monitor, managed and resolved customer requests via case management software in accordance with service level agreements

6.EDI/XML/ message processing, handling and testing transactions for accuracy

-Tools – SQL, EDI/XML, PuTTY(UNIX)

Other roles - Fidelity Investments as Sr. HR Business Analyst, IBM as Sr. Systems Analyst

Education

Attended Coleman College, San Diego, Ca. computer programming; completed core curriculum prior to end of Navy tour of duty

Veteran of US Navy

Graduated William G. Enloe High School, Raleigh, NC

Skills

Excellent oral and written communication skills

Intermediate SAS, Advanced SQL, Oracle, JIRA, HRIS, Intermediate PHP, MS Office Suite

Works well with co-workers, customers and clients

Contact this candidate