Data Analyst Business Objects

Summary

●** plus years of experience in Information Technology Industry with 16+ years of expertise in developing SAP Business Objects 4.0/4.1/4.2/4.3, Xi3, Xi2, 4+ years of Tableau and 4+ years of Business System and Data Analyst.

●Well experienced in writing Complex queries, stored procedures, functions, cursors and packages using PL/SQL Programming.

●Strong Knowledge in all phases of BI Development Life Cycle (SDLC) such as developing, testing, Migrating, Administrating, Deploying, maintaining security management and production support.

●Review business requirements with technology team to ensure understanding of project requirements.

●Participate in all testing segments as required to identify any data/application issues prior to changes being put into production.

●Security Implementation (Row level, Object level, Command level in both Xi2, Xi3 and 4.x).

●Extensive experience in Business Objects enterprise Products (Universe Designer, Desktop Intelligence, Web Intelligence, InfoView, BI Launch Pad, CMS, CMC & CCM) and its deployment.

●Excellent knowledge on Business Objects Data Federator by creating disparate data sources as single data source in the universe to be accessed in reports.

●Extensive experience in BW/BI Data-Modelling, Data Extraction, Data Loading, Scheduling, Monitoring, Reporting and Performance Tuning.

●Expertise in BW/BI report generation using BEx Analyzer in building Queries using Filters, Variables, Structures, Restricted Key Figures, Calculated Key Figures, Conditions, Exceptions and created aggregates for frequently used queries.

●Deep understanding of the Data Warehousing/ Data Marts SDLC and architecture of ETL, reporting and BI tools.

●Technical hands-on expertise using OLAP tools like SAP Business Objects Xi3.1 (Webi Reports, Webi Rich Client, Universe Designer, Info view, Dashboard Builder, Crystal, Xcelsius and CMC)

●Expert in tuning and optimized the performance of SAP Business Objects queries

●Design and implement of Xcelsius 2008 Dashboard and visualization with dimensional data connection by using ‘Query as a Web Service (QAAWS), and Live Office

●Expert in designing and developing the complex corporate report, Ad hoc reports, and dashboard Reports

●Extensively used SAP Business Objects Xir2, Xi3.0, Xi3.1, 4.0, reporting functionalities such as Master Detailed, Drilling methodology, Filters, Ranking, Sections, Graphs, LOV and Breaks.

●Drawing on Experience in all aspects of analytics/data warehousing solutions (Database issues, Data modeling, Data mapping, data migration and reporting solutions).

●Strong understanding of Data Modeling (Relational, dimensional, Star and Snowflake Schema).

●Design, development and coding with ORACLE 12g/9.2/8.x/7.x, SQL Server 2005/2008

●An enthusiastic and project-oriented team player with solid communication and leadership skills

●Ability to develop creative solutions for challenging client needs

●Experienced in interacting with business users to analyze the business process and requirements, documenting and rolling out the deliverable on time.

Academic Profile

●PC Support and A+

●Certificate Training in SAP BOBI 4.3, Xi3, Xir2 Modules

●Python application.

Technology

Report/OLAP Tools

Business Objects Xir2, Xi3.0, Xi3.1, 4.0,4.1,4.2,4.3 - Universe Designer, Information Design Tool, InfoView, BI Launch Pad, Web-Intelligence Rich Client, CMC Administrator, Dashboard Builder, Crystal Report, Crystal Xcelsius 2008, 4.5, Report Conversion tool, Import Wizard and Life Cycle Management (LCM)

ETL Tools

SAP Data Integrator Xir2, Xi3, Informatica 8

Web/Application Servers

Tomcat Apache Server, IIS 6.0,5.0,4.0, BEA Weblogic 5.1/6.1

Database/RDBMS

Oracle 9i/10g/11g/12g, SQL Server 2000/05/08/2012, MS Access 07/10, DB2, Teradata, Neteza, Sybase, SQL*Loader

Languages

SQL, PL/SQL, T-SQL, C, C++, Java1.2

Testing Tools

Win Runner, Test Director, QTP, Quality Center, Load Runner

Web Publication Tools

MS Front Page, MS Publisher, CSP, ASP, HTML, DHTML, JavaScript.

Operating Systems

Win NT Server 2003/08, Ms DOS, Win XP/Vista/Win 7/Win 10/Win 11

Professional Experience

Public Consulting Group (PCG) Jan 2023 – Present

Edicuation Sector

IT Software Engineer.

PCG helps primarily public sector health, education, and human services organizations make measurable improvements to their performance and processes.

Responsibilities:

●Perform issue-based consulting to solve client’s vital business issues by leveraging data and analytics, key responsibilities include Project management, Business analysis, Solution actualization and Application delivery.

●Worked with requirement team to outline the reporting requirements based on end user request and communicated migration related activities.

●Provide analytical expertise during requirements, design, testing phases and data flows development.

●Assisted the database modelers in preparing the logical and physical data models and ascertained that requirement have been met.

●Generated analytical/data quality reports which uses features like Slice and Dice, Drill Down, Cross tab, Master Detail and Formulae’s, Merged Dimensions in Web Intelligence.

●Involved in training the users on Business Objects application tools, mostly Web Intelligence.

●Created Solution Specification document and test case specification document for multiple universes and reports created for different business streams.

●Explain Plan of BO generated SQL determines on how the execution of the query and adding indexes and partitions to the tables helps the performance of the SQL.

●Actively participated in almost all the phases of SDLC beginning from requirement until implementation and training manuals.

●Identify data quality metrics and executes data quality audits to benchmark the state of data quality

●Adhere to data governance standards and procedures

●Develop recommendations for optimal approaches to resolve data quality issues

●Develop and implement plans for assessing the quality of new data sources

●Consult with clients to assess the current state of data and metadata quality within area of assigned responsibility

ENVIRONMENT:

SQL Server 2016, Jira, BO 4.3 SP3, Azure, DataBricks.

Wells Fargo Sept 2022 – Dec 2022

Commercial Data Platform

Lead Data Management Analyst

Wells Fargo is a leading financial services company with approximately $1.9 trillion in assets. In the U.S., it serves one in three households and more than 10% of small businesses, and is a leading middle-market banking provider.

Responsibilities:

●Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives

●Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate

●The team’s mission is to enable enterprise data governance capabilities, such as metadata management, data control and quality, stewardship management, etc

●The team manages these capabilities in alignment with the enterprise data strategy, technology architecture, policies, and other data governance needs across the Wells Fargo enterprise

●Design an understanding of enterprise standards and capabilities, influence and ensure alignment with the enterprise data strategy and roadmap, and coordinate metadata and lineage engagement activities across business and technical teams

●Develop initiatives for data quality, governance, and metadata activities

●Design and conduct complex analysis to identify and remediate data quality or integrity issues and to identify and remediate process or control gaps

●Analyze, assess, and test data controls and data systems to ensure quality and risk compliance standards are met

●Identify data quality metrics and executes data quality audits to benchmark the state of data quality

●Adhere to data governance standards and procedures

●Develop recommendations for optimal approaches to resolve data quality issues

●Develop and implement plans for assessing the quality of new data sources

●Consult with clients to assess the current state of data and metadata quality within area of assigned responsibility

ENVIRONMENT:

Teradata Data warehouse, Jira, Visio, Tableau, Power BI, PowerPoint, Teradata Studio Express

Boston Scientific Nov 2021 – Aug 2022

Global IT

Technical Data Engineer/Data Warehouse Architect

Medtronic is the world’s largest medical technology company, offering an unprecedented breadth and depth of innovative therapies to fulfill our Mission of alleviating pain, restoring health, and extending life. Last year, more than 9 million people benefited from our medical therapies, which treat cardiac and vascular diseases, diabetes, and neurological and musculoskeletal conditions.

Responsibilities:

●Maintain existing Clinical data universes and Webi Reports.

●In-hence existing Webi reports based on their new requirements.

●Organizes sorts and filters data in order to distinguish patterns and recognize trends.

●Develops and maintains data preparation and validation routines to support data mining and has experience in creating complex data mining algorithms

●Use advanced statistical and inferential analysis programs to provide specialized data analysis

●Selects, recommends and applies appropriate analytic and statistical methodologies and techniques to execute against an analysis plan or research objectives

●Evaluates new analytics tools and methodologies for possible deployment

●Prepare test plans and scripts based on functional specifications.

●Manage and execute test scripts and verify changes and enhancements work and perform as expected and required.

●Worked Extensively on Data Warehouse Workbench and customized info objects, info cubes, DSOs, Data Sources, DTPs, Transformations and multi-providers

●Set up periodic Data loads from legacy system (flat files)

●Involved in extracting the data from External Source system like Informatica.

●Translates concepts into practice and provides explanations and information to others on difficult issues.

●Work with Clinical business processes in the medical technology space.

ENVIRONMENT:

SAP Business Objects Enterprise R4, Web Intelligence R4, Information Design Tool, BI Launch Pad, Business Objects Xcelsius 2008, QAAWS, BW/BI 7.4, Oracle 12g, Jira, Bitbucket, Git

Medtronic, Inc. MN Jan 2014 – Nov 2021

Global IT

Technical Functional Lead/Sr. SAP Business Objects Developer/Data Warehouse Architect

Medtronic is the world’s largest medical technology company, offering an unprecedented breadth and depth of innovative therapies to fulfill our Mission of alleviating pain, restoring health, and extending life. Last year, more than 9 million people benefited from our medical therapies, which treat cardiac and vascular diseases, diabetes, and neurological and musculoskeletal conditions.

Responsibilities:

●Maintain existing Clinical conformed and non-conformed data universes and Webi Reports.

●In-hence existing Webi reports based on their new requirements.

●Prepare test plans and scripts based on functional specifications.

●Manage and execute test scripts and verify changes and enhancements work and perform as expected and required.

●Worked Extensively on Data Warehouse Workbench and customized info objects, info cubes, DSOs, Data Sources, DTPs, Transformations and multi-providers

●Set up periodic Data loads from legacy system (flat files)

●Involved in extracting the data from External Source system like Informatica.

●Translates concepts into practice and provides explanations and information to others on difficult issues.

●Work with Clinical business processes in the medical technology space.

●Work with business users and leads to gather requirements, conduct analysis and prioritize requests

●Organizes sorts and filters data in order to distinguish patterns and recognize trends.

●Develops and maintains data preparation and validation routines to support data mining and has experience in creating complex data mining algorithms

●Use advanced statistical and inferential analysis programs to provide specialized data analysis

●Selects, recommends and applies appropriate analytic and statistical methodologies and techniques to execute against an analysis plan or research objectives

●Evaluates new analytics tools and methodologies for possible deployment

●Creates data warehouses/marts and/or develops data mining analyses to support business decisions

●Acts as a resource for others with less experience and generally worked in self-directed and not prescribed.

●Works with less structured, more complex issues and serves as a resource to others.

●Solves moderately complex problems and/or conducts moderately complex analyses. Design and implement the data loading (ETL) and publishing processes within the DW/ BI environment

ENVIRONMENT:

SAP Business Objects Enterprise R4, Web Intelligence R4, Information Design Tool, BI Launch Pad, Business Objects Xcelsius 2008, QAAWS, BW/BI 7.4, Oracle 11g, Power Center 8.6.1, Flat files, MS Excel Files, MS Access, SSIS 2008,SAP R/3, SAP CRM, SAP BW 3.0, 3.5, BI 7.0,DB2, SQL Server 2005, PL/SQL, Toad, ER Win, Microsoft Visio, Microsoft Project

Xcel Energy, MN May 2013 – Dec 2013

Business Systems

Sr. Data Warehouse Architect

Xcel Energy Inc. is a utility holding company based in Minneapolis, Minnesota, serving more than 3.3 million electric customers and 1.8 million natural gas customers. Their current process of conversion from R3 to 4.0 and supporting on converting their Business System Excel reports to Business Objects.

Responsibilities:

●Design, develop, and test Business Objects universe and report solutions

●Work with business users and technical staff to gather and refine requirements for reports, dashboards, and ad-hoc query environments.

●Collaborate with ETL lead/developers to develop effective data models and universe designs

●Participate in the complete development lifecycle, including analysis, design, build, and test

●Adhere to and help refine Xcel’s best practices and standards as they relate to reporting and analytics in the business intelligence environment

●Evaluate and analyze business data and build queries based on Business requirements

● Extensively used Oracle ETL process for address data cleansing.

●Skilled in Management of performance tuning activities to improve system performance

●Generated reports (master/detail, cross tab, chart) with Business Objects Webi

●Applied sections, Breaks, Calculation, Report Filters and Query Filters and displayed the information in different Blocks

●Publishing reports online for web users and creating access to reports online (via Info View) using Webi

●Migrating universes from the test domain to production domain

●Conduct the transfer of knowledge sessions, coaching and mentoring less experienced staff members.

●Created Universes for report generation using Designer module in Business Objects

●Designed and built new universes as per the user requirements by identifying the required tables from Data mart and by defining the universe connections

●As a part of Universe development, created classes, different kinds of objects, cardinalities, strategies, resolved the loops using aliases and contexts

ENVIRONMENT:

SAP Business Objects Enterprise R3 and R4, Web Intelligence R3.1/4.0, SAP Universe Designer Tool 3.1, IDT, Hard Dollar, Oracle 11g Teradata, SQL Developer, workflow manager, workflow monitor, Xcelsius 2008, QAAWS, Power Center 8.6.1, Flat files, MS Excel Files, MS Access, Microsoft Project.

ING, Minneapolis, MN March 2012 – May 2013

Employment Benefit Group

Sr. SAP Business Objects Developer

ING is a leading provider of retirement, insurance and investment management products and services, ING U.S.’s goal is to help make it easier for Americans to grow, protect, and enjoy their savings across all major life stages. The project scope was to migrate their existing online services reporting tool to SAP Business object and create some new reports for external business users.

Responsibilities:

●Established full POC (Proof of Concept) of SAP Business Objects to upper management, business users and end users.

●Migrate existing online serves Actuate end users reports to SAP Business Objects platform.

●Design and create SAP Business Objects security gate access for external customer by integrating ING Online services security application.

●Designed, developed and tested universes for all business product line using Designer tool.

●Identified and road mapped the Business Requirements (functional & technical) with the Business users, which acted as a base for the project initiation and implementation.

●Implemented complex Row Level Security logic in the universes for internal, external and regional office users.

●Gathered Customer, User and Owner requirements; analyzed and documented them.

●Involved in Design, analysis, Implementation, Testing and support of ETL processes for Stage, ODS and Mart.

●Developed Universes in XI R3 and set up row level security for different groups in Designer.

●Worked with database connections, SQL joins, cardinalities, loops, aliases, views, parsing of objects and hierarchies.

●Translate business-reporting requirements into universe strategies and design.

●Translate general reporting requirements into drill-down/drill-across universe support, and review designs with business users.

●Creation and recreation of new reports using new universes designed in R3.

●Involved in designing and development of ETL process using Business Objects Data Integrator to load data from file system into the target DB2 database.

●Review the codes and responsible for impact analysis on objects that are being used in different BO reports to make sure the codes of these objects are not affecting other reports in the universe.

●Involve in relational database design and SQL optimization in order to analyze query results and suggest changes.

●Performs analysis on the design patterns in accordance with business needs

●Participates in the review of existing universes and their modification to meet user-reporting requirements.

●Direct interaction with client and business-users to find out their business requirements and issues relevant to Business Objects reports.

●Organizes and maintains the Business Objects issue log. Analyze and resolve the issues by reviewing the codes.

●Develops Business Objects user-training documentation and conduct user-training sessions

ENVIRONMENT:

SAP Business Objects Enterprise R3, Web Intelligence R3.1, SAP Universe Designer Tool 3.1, DB2 Actuate, Hyperion, Informatica PowerCenter 8.6/8.1 (PowerCenter Designer, workflow manager, workflow monitor, PowerConnect), Microsoft Project.

BMW, Woodcliff Lake, NJ August 2010 - February 2012

Sr. SAP Business Objects Developer/Lead

Bavarian Motor Works is a German automobile manufacturing company. BMW uses Oracle e-Business/Oracle Financial ERP application for maintaining their Account Payable, Account Receivable, General Ledger and Purchasing modules.

Responsibilities:

●Provides technical leadership on BO Universe/WebI

● Created and maintained BO Universe(s)

●Extracted data from different flat files, MS Excel, MS Access and transformed the data based on user requirement using Informatica Power Center and loaded data into target, by scheduling the sessions.

●Worked on Informatica Power Center 8.6 tool - Source Analyzer, Data Warehousing designer, Mapping & Mapplet Designer and Transformation Designer. Developed Informatica mappings and also in tuning of mappings for better performance.

●Work with cross functional Business and IT teams of business analysts, data modelers, solution architects, dba's and project managers during all SDLC phases

●Translates functional requirements into technical specifications

●Performs code walkthroughs and formal reviews

●Contributes and reviews technical SDLC documentation

●Used the BO platform to Architect Universe(s), Webi, and Crystal Reports

●Developed BO designs and supporting documentation

●Provided production support on defects or change requests

●Participates in design and development reviews

●Ensured performance metrics are met and tracked

●Written and maintained unit tests

●Created several Business Reports - Drill-down, cross-tab, master-detail reports and created queries to extract data for multi-dimensional analysis.

●Created filters, user objects, variables, free hand SQL and stored procedures.

●Developed reports that provided users with drill up and down facility to achieve their requirements.

●Resolved loops using aliases and contexts by checking the integrity and also developed user objects.

●Worked on Informatica tools like Source Analyzer, Warehouse Designer, Mapping Designer, Mapplet Designer and Transformation Developer.

●Identified the Bottlenecks of the Sessions that are taking longer delays.

●Performed tuning of sessions in Target, Source, Mappings and Session areas.

●Ran test Sessions to determine and isolate the bottlenecks.

●Involved in Documenting the before & after changes made to mappings and sessions.

●Manage Users, User Groups and Privileges in the Repository Manager.

ENVIRONMENT:

SAP Business Objects Enterprise XI 3, Web Intelligence XI 3, Universe Design XI3, Info View, Business Objects Xcelsius 2008, QAAWS, Power Center 8.6.1, Flat files, MS Excel Files, MS Access, SSIS 2008,SAP R/3, SAP CRM, SAP BW 3.0, 3.5, BI 7.0,DB2, Oracle 10 g. SQL Server 2005, PL/SQL, Toad, ER Win, Microsoft Visio, Microsoft Project.

Washington Mutual Bank, Florence, SC March 2009 – August 2010

The Pipeline Control Reporting & Analytics group

SAP Business Objects/Crystal Report

Washington Mutual bank is a leading financial institution involved in personal and institutional lending, mortgages and banking. The project scope was to design and build reports for decision support for personal and institutional loan data. The reports were built from data received from various branches and offered summarized view for optimized decision making.

Responsibilities:

●Participated in project planning sessions with project managers, business analysts and team members to analyze business requirements and outline the proposed solution

●Design, build and publish a set of webi reports and Xcelsius 2008 dashboard with interactive analytical capabilities

●Developed critical reports like drill down, Slice and Dice, master/detail for analysis of parts benefits and headcount

●Extracted Data from various sources like Data Files, different customized tools like Meridian and Oracle.

●Extensively worked on Views, Stored Procedures, Triggers and SQL queries and for loading the data (staging) to enhance and maintain the existing functionality.

●Done analysis of Source, Requirements, existing OLTP system and identification of required dimensions and facts from the Database.

●Created Data acquisition and Interface System Design Document.

●Designed the Dimensional Model of the Data Warehouse Confirmation of source data layouts and needs.

●Extensively used Oracle ETL process for address data cleansing.

●Skilled in Management of performance tuning activities to improve system performance

●Generated reports (master/detail, cross tab, chart) with Business Objects Webi

●Applied sections, Breaks, Calculation, Report Filters and Query Filters and displayed the information in different Blocks

●Publishing reports online for web users and creating access to reports online (via Info View) using Webi

●Migrating universes from the test domain to production domain

●Conduct the transfer of knowledge sessions, coaching and mentoring less experienced staff membersCreated Universes for report generation using Designer module in Business Objects

●Designed and built new universes as per the user requirements by identifying the required tables from Data mart and by defining the universe connections

●As a part of Universe development, created classes, different kinds of objects, cardinalities, strategies, resolved the loops using aliases and contexts

●Customizing existing Crystal reports for presentations using cross tab reports, sub reports, running totals, sorting and alerting

●Developed and maintained Key management Crystal reports like Key performance reports and Key indicator Reports.

Environment:

SAP Business Objects Xi3, Xir2, Universe Designer, Business Objects Xcelsius 2008,4.5, QAAWS, Deski, Webi Rich Client, CCM, CMC, CMS, Oracle9i, PL/SQL, and Windows NT/XP Windows NT, Teradata, and Query Man

Bank of Montreal, Toronto, ON July 2008 – February 2009

Business Objects Report Developer/Analyst

BMO is a leading financial institution involved in full-service retail and commercial banking, card services and investment management operations regionally and nationally. The project goal was to identify the growth potential of the sectors and identify critical customers and communities in support of improved decision-making across the organization.

Responsibilities:

●Involved in gathering, analyzing, and documenting business requirements, functional requirements and data specifications for Business Objects Universes and Reports.

●Interacted with Business Users and End Users to know their Business views in developing and modifying Universes and Reports accordingly.

●Extensively involved in writing complex and nested SQL queries to extract data, using free hand SQL statements and stored procedures.

●Extensively used the Designer Module to implement Universe, Joining the Tables, Create Prompts and queries, parsing the Objects.

●Exported the universes to the Repository in order to make the resources available to the users.

●Created metrics and worked extensively with the Application Foundation modules to meet the requirements of higher-level analysis.

●Interacted regularly with end users and generated reports using Business Objects functionality such as Queries, Slice and Dice, Master/detail, Cross Tab, Drill Down, User Responses and Formulas.

●Extensively used alerts and filters in reports.

●Published and scheduled Business Objects Reports to users using Broadcast Agent and Scheduler.

●Provided OLAP functionality and worked extensively with data warehousing.

●Developed Full Client (ZABO) reports and Web Intelligence (WebI) reports.

●Set up groups and users for Business Objects deployment and managed user profiles using Supervisor.

●Created Business Objects Repository.

Environment:

Business Objects 3.1, WEBI, Designer, Supervisor, Broadcast Agent, ZABO, InfoView, Oracle 9i, DB2, PL/SQL, Windows NT/2000.

Prudential Financial, Arizona April 2007 – July 2008

Enterprise Data Warehouse

SAP Business Objects Consultant

Responsibilities:

●Analyzed the changes in the corporate data by utilizing the change management skills.

●In doing so recorded the changes, assessed the impact on the cost, pointed out the risk of proposed changes, and developed the business justification.

●Gathered, analyzed, and implemented the user requirements.

●On the basis of the requirements recommended and made changes in the Business Objects universes and developed business objects reports.

●Involved in the data consolidation by gathering the relevant information from various source systems to resolve the conflicts and finally created a common structure representing the target model

●Generated the Business Objects reports involving complex queries, sub queries, Unions and Intersection.

●Prepared reports for deals, facility and outstanding for the information of expiry date and effective date of each category

●Built Crystal reports using version XI.

●Took care of the going maintenance of the crystal reports.

●Involved in the analysis of system requirement.

●Analyzed the SQL when developing reports.

●Analyzed, prepared and maintained the system documentation.

Environment

Business Objects 6.5.1/ XI r2,Crystal Report XIR2 Import Wizard, Conversion Tool, Web-Intelligence, Desktop-Intelligence, Designer, Info View, Toad9.0, SQL Server2000, Oracle 9i, SQL, PL/SQL Windows 2000/XP.

eSelect Plus – Toronto January 2006 - April 2007

Desktop Support Tech/Level II Helpdesk Technician

Responsibilities:

●Installation and configuration of Windows NT 4.0 servers in 15 sales offices nationwide.

●Built a number of NT 4.0 servers from scratch that involved RAID administration.

●Level 2 and 3 support and maintenance of desktops in 50 sales offices.

●Remote support of software ranging from MS office to a number of Guardian's propriety software.

●Performing backups and restore using Arcserv 6.0, on a daily basis.

●Imaging new desktops using Norton Ghost.

●Remote installation of Software and Server reconfiguration using SMS 1.

●Answer E-Select Plus (web based) technical and connectivity issue inquiries.

●Follow-up with merchant - IT / 3rd party IT/ host service provider(s) to resolve any escalation(s).

●Proactively participated in different pilot program(s) for Web Based/ ADSL/Broadband merchant solution(s).

●Provided Level II Tech Support to setup routers/ switches for all Data Pack Line(s) on Static IP/ DHCP, TCP/IP protocol(s).

●Answer IDD (Instilling Data Direct) Inquires

Environment

Windows 2003 Server, Oracle 10g Databases, Oracle9i, Apache Tomcat, Java Servlets, Java Server Pages (JSPs)

Moneris Solutions Toronto, ON February 2003 - January 2006

IT Support Coordinator

Responsibilities:

●Provide first level of Incident Management (ITIL) support to the business by detection and reporting.

●Classification and initial support categorizes the incident, by matching it against the knowledge base of issues, assigning a priority, assessing if it is related to configuration details

●Investigation and diagnosis relates to assessing incident details, collecting and analyzing the information and resolution, then routing the incident to line

Contact this candidate