Service Specialist Systems Support

Can Du

**********@*****.*** 832-***-**** Houston, TX

SUMMARY

Seasoned IT professional with 25 years of experience, including expertise in application solution architecture, deployment, and integration. Skilled in enhancing application infrastructure, managing documentation, and ensuring compliance with security standards. Seeking a software/systems support/management role, bringing a strong background in cross-functional collaboration and ITIL practices.

WORK EXPERIENCE

Dow Chemical Company Houston, TX Service Specialist May 2022 - Mar 2024

• Collaborated with clients and service managers to define business requirements and design application solution architectures, ensuring alignment with security and architecture standards.

• Developed and managed application environments, overseeing their deployment and integration within a hybrid cloud setting, and maintained service offerings to uphold service quality and client satisfaction.

• Coordinated with cross-functional teams to enhance application platform and cloud capabilities, successfully transitioning from design to development and support of technical services.

• Engaged in ITIL practices, contributing to event and incident management and continuous improvement initiatives to meet service level agreements and key performance indicators.

HP/HP Enterprise/DXC Technology Houston, TX Service Transition Lead May 2013 - Jun 2022

• Facilitated cross-functional collaboration to enhance application infrastructure stability, security, and compliance.

• Coordinated with stakeholders to maintain accurate and current documentation, processes, and procedures.

• Orchestrated code update processes with developers, ensuring meticulous planning and communication for seamless execution.

• Managed the scheduling of security maintenance tasks, including password renewals, SSL certificate updates, and server patching, to uphold operational integrity.

Disys/contractor (LyondellBasell) Houston, TX Packaging Lead Jul 2011 - May 2013

• Coordinated with cross-functional teams to align software scheduling requirements and maintained oversight of purchasing and license management.

• Conducted comprehensive analysis and developed test plans for software packaging processes, ensuring successful deployment and integration using BMC Remedy and SCCM 2007.

• Facilitated software deployment from testing to production, delivered third-level application support, and cultivated customer relationships for feedback on support services.

Thomson Reuters Houston, TX XBRL Taxonomist Apr 2010 - Jul 2011

• Developed and refined XBRL taxonomies in alignment with the UGT, ensuring accurate financial reporting and compliance with SEC regulations.

• Conducted comprehensive quality assurance reviews and collaborated with technical support to resolve client issues, enhancing software validation and user experience.

JPMorgan Chase Houston, TX Technical Operations Analyst Aug 1997 – Apr 2009

• Collaborated with project managers and IT teams to prepare for application deployments, ensuring seamless integration into the production environment.

• Implemented comprehensive application testing protocols to mitigate potential disruptions and monitored production changes to address emergent issues.

• Developed and standardized security procedures for file and folder access, and automated application installation processes to enhance system efficiency.

• Contributed to business continuity efforts, documented operational procedures, and provided training to colleagues on application distribution and system maintenance.

EDUCATION

University of Houston - Downtown 1998

Bachelor of Business Administration, Computer Information Systems

CERTIFICATION

ITIL Foundation, v3

SKILLS

• Supported applications used in the banking, chemical, technology industries

• Support procedures, processes, workflow, and training guidelines

• Service support

• Change management

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