Senior Application Support

TECHNICAL SKILLS

Programming Languages: Java, C, C++, SQL (Oracle, Sybase, Javascript

Operation Systems: Unix/Linux, Windows (XP/Vista)

Software: Calypso, Eclipse (Java), CVS, MS Office

PROFESSIONAL EXPERIENCE

Senior Infrastructure Technical Support November 2007 – Present

Calypso Technology, San Francisco, California

• Provide Infrastructure product support for clients globally, achieved 90% client satisfactory level for 2009

• Calypso Infrastructure technical specialist covering

o Installation & Deployment

o Maintenance & Upgrade

o Live Production Support & Defects

• Offer professional and prompt resolution on all raised issues by developing tools and scripts or recommending workarounds that approach problems from different perspectives in a timely and efficient manner

• Working knowledge of capital market products including Interest Rate Derivatives, FX/MM and FX Derivatives

• Experience of integration with major Market data provider systems e.g.: Reuters, EBS, Bloomberg

• Maintain records of all reported issues/tickets, logging communication history with documentation and update status within published timeframes, enhancing the core product by traceable support records site-wide

• Support clients with different professional backgrounds, interact with business, technical and management professionals for production critical issue, translate live issues into the specific technical problem

o This pro-active approach and interpretation between technical and business issues reduced turnaround time by almost 30% and garnered a 50% increase in client satisfaction in the past 2 years

• Collaborate with different teams within the organization including Product management, Engineering, QA and Professional Service to share knowledge learned and client live-issue experience

• Performance tuning specialist, utilizing Unix Shell scripts, Perl, SQL procedures

• Track development changes, perform and document testing and manage signoff through to production release adhering to all necessary compliance

o This translates into demonstrated success in effectively communicating in a relationship-based service environment, at a variety of levels within customer organizations.

o Results in better quality of the delivery of releases, causing less critical issues instigated by clients

Product Support Analyst June 2006 – September 2007

Capital One, Pleasanton, California

• Worked collaboratively with case creators (customers, partners, and professional services) to resolve product issues they reported.

• Participated in the creation of new tools or new processes to improve customer satisfaction reduced expenses by 30%, with less costly downtimes on systems

• Summarized and consolidated complex information provided from various sources and ability to tie it to business objectives through the use of SQL scripts and maintenance of the Oracle databases

• Advanced experience consolidating complex information provided from various sources and interpreting them as business objectives for business users, thereby reducing daily manual tasks for end users

Product Support Analyst February 2006 – June 2006

Indymac Bank, San Ramon, California

• Provided outstanding technical customer service for all users that use the FF system.

• Researched, resolved, and communicated resolutions to internal and external users of products via phone or email through Microsoft Outlook and/or Remedy system.

• Worked closely with customer departments and teams to effectively identify, isolate, and resolve technical issues faced by those teams.

• Worked closely with Customer Service department, Direct Sales department, and other advertiser-facing groups to resolve advertiser-facing technical issues.

• Collaborated closely with Technical Operations, Product/Project Managers, and Development/QA resources to assist in development and launch of fixes

Credit Analyst July 2004 – January 2006

First Franklin, Walnut Creek, California

• Reviewed electronically submitted and/or traditional loans, underwriting loan applications, verified data integrity, reviewed appraisals, resolved suspense conditions, and communicated directly with customers to facilitate loan closings.

• Examined overall loan documentation to ensure accuracy, completeness and fraud prevention.

• Determined whether documentation contains any fraudulent information.

• Contacted appropriate party for necessary documents

Loan Processor March 2002 – June 2004

BayCal Financial, Milpitas, California

• Underwrote and submitted files for conforming and jumbo loans, fixed and arm products; first and second mortgage to different lender.

• Broad knowledge of loan programs and underwriting guidelines, understanding 1-4 family residential loan processing and closing procedure.

EDUCATION

Computer Science, Bachelor of Science September 1998– June 2002

University of California, Santa Cruz

• Specialized in design and develop computer software using appropriate programming languages such as Java, HTML and C++

• Utilized effective computer organization and system architecture to enhance performance and design of applications, using efficient algorithms and data structures.

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