Support Analyst Application

BREDDY CRUCETA

Fort Lee, USA ***** 201-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Versatile Application Support Analyst with more than 15 years of experience at SmartStream Technologies, having expertise in TLM Recon and software installation alongside exceptional problem-solving abilities. Orchestrated crucial Quality Assurance and customer support, leveraging Oracle and analytical skills to elevate client satisfaction and streamline processes. Fluent in Spanish, exceling in customer-facing roles and technical troubleshooting.

WORK HISTORY

Application Support Analyst, 02/2000 - 04/2024

SmartStream Technologies – New York

• Specialized in TLM (Transaction Lifecycle Management) Recon, TLM Recs Premium, Treasury Confirmation Management, TLM OnDemand (MSP) Managed Services Product, Aurora/Corona, and SSR Cash Reconciliation, FX, and Securities Equities and Holdings Reconciliation application support

• Installed TLM Control, Matching Engines, Apache based Service Mix modules

• Replicated various issues experienced at client sites internally and submitted the details to the Development team for bug fixes as well as hotfixes and performed Quality Assurance before delivering them to the customer

• Installed WebSphere, WebLogic and JBoss Middleware components for internal environments

• Reviewed various Java based log files in order to interpret the cause of a problem

• Conducted WebEx meetings with clients for high-priority incidents

• Provided 2nd level customer support for production and development environments, troubleshooting both SWIFT and Internal format file message types

• Managed support issues on Microsoft CRM and ITSM problem management system, ensuring timely resolution and customer updates

• Contributed to process efficiencies and documentation of common support issues

• Participated in the implementation phase of the Software Development Lifecycle for Corona CS and conducted training sessions for clients in English and Spanish

• Managed Oracle, MSSQL Server, and DB2 databases, writing SQL scripts for information retrieval

• Administered Lotus Notes system and provided internal staff support on Windows platform

• Maintained an updated knowledge base of common technical issues and their resolutions for quick reference purposes

• Demonstrated mastery of complex software applications by identifying problems and quickly developing solutions

• Provided application support to end-users and troubleshot technical issues related to software applications

• Documented all processes related to application support, including problem resolution steps and installation instructions

Technical Client Support Analyst, 06/1998 - 02/2000 Management Data – New York, New York

• Supported Management Data's flagship product Corona CS, serving clients including Bank of America and Credit Suisse First Boston

• Managed SWIFT's legacy back-office Cash Account Reconciliation software for banking clients across North and South America, reducing support tickets by 25%

• Provided hardware support for internal sales team, ensuring seamless operations EDUCATION

Bachelor of Business Administration: Computer Information Systems Baruch College

SKILLS

• Oracle, MSSQL, IBM DB2, MySQL, Sybase

• Red Hat Linux, Unix (HPUX, IBM-AIX, Sun Solaris), Windows 11

• Command Line, Linux Shell, Transact SQL, HTML,

• Ticket Management, Performance Tuning, Software Installation, User Training

• Incident Management, Technical Troubleshooting, Quality Assurance, Customer Support

• Problem Solving, UAT Support, Customer-Facing Presentation Skills, Training Documentation Development

• Microsoft Office, Microsoft Dynamics CRM, DHCP/DNS, SQL Server Management Studio (SSMS)

• VMware, Analytical Skills, MS Excel, ITSM, TCP-IP, Toad, Oracle Virtual Box CERTIFICATIONS

Scaled Agile Scrum (S.A.F.E) introduction two-week course. In Progress: CompTIA Cloud Plus, C.I.S.S.P.

(ISC2 CISSP) IBM Foundations of Data Analysis Certificate. AWS Certified Cloud Practitioner (CLF-C02) Cert Prep: 1 Cloud Concepts. ITIL® Foundation 4 First Look LANGUAGES

Spanish

Native or Bilingual

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