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IT Production Support Resume Samples
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0-5 years of experience
Implemented 93% of 65 enterprise application changes seamlessly. Reduced environment impact by establishing process improvements to accommodate testing
- Worked across IT departments including Operations and Quality Assurance to coordinate development, systems testing, implementation and production support of database migration project, which completed 2 weeks early of 6 month target
- Successfully updated role ownership, role access, and application access for 85 organization members by partnering with security team and analyzing current system access. This eliminated outdated system access, removed obsolete users, and increased new employee job readiness across the organization
- Saved 30 yearly job ABENDs by managing offshore production team through root cause analysis and change implementation on recurring ABENDS
- Increased Production Support Sharepoint Site capacity to 40% from 10% by redesigning the site and sunsetting 4 obsolete databases
- Managed and mentored intern by providing challenging assignments and motivation to create a career development plan
0-5 years of experience
Responsible for the successful management of a team of 8 direct reports within the IT production support team to ensure minimal interruption for systems supporting key business functions
- Managed staff performance through the identification of training issues and development opportunities and the implementation of appropriate training
- Successfully evaluated and implemented process improvement within IT production to deliver a decrease in re-work
- Effectively managed internal stakeholder relationships and provided reporting metrics regarding defect and fix trending to upper management and development teams
0-5 years of experience
Ensured key applications (i.e., High Touch POS, Lawson, MACH-5, RMS, CRM, etc.) are readily available and totally functional.
- Managed requests for improvements, bug fixes in a timely manner.
- Verified applications requiring web services and portal deployment are properly architected, configured and supported.
- Provided metrics on usage of all web-services. Ensured proposed applications/enhancements were addressed in a timely manner and rolled out successfully to provide enhanced production support.
- Facilitated and supported security and internal audit teams to ensure that RAC IT organization met or exceeded all of the security, audit & compliance requirements including SOX and PCI.
- Team manager of 7+ Administrators.
0-5 years of experience
Managed the Production Readiness (PR) process as an activity within the BCBSMA IT SDLC. The PR process is utilized by IT Operations and the Program Management Delivery (PMD) Division to review and approve the production support structure for all IT projects prior to their implementation into the production environment.
- Reviewed and approved 40+ projects/releases from November – Current.
- Provided SDLC training sessions and New Hire Orientations to IT Project Managers and Application System Analysts regarding the PR process.
- Maintained and distributed the weekly Project Production Readiness Status Reports to 140+ recipients including the senior management, Project Managers and technical teams.
- Participated in project related production incident tracking and resolution efforts.
- Conducted outage analysis and reporting utilizing the IT Incident Management database (MS Access).
0-5 years of experience
Managed ETL Analyst team responsible for the 24×7 ETL cycles of the CORE mortgage processing system (Oracle / AIX) utilizing US and offshore resources.
- Drove overall production incident rate down by identifying and tracking recurring errors, engaging appropriate technical resources to find root causes and provide acceptable solutions.
- Improved overall performance of ETL cycles by identifying specific areas for error and performance improvements and presenting viable solutions in a timely fashion
- Designed and implemented reporting tools to allow early detection of performance issues within ETL cycles.
- Improved management of work request and change management tools allowing for faster response to requests
- Managed creation of ETL Playbook that decreased the amount of time required to bring new ETL resources up to productive capacity
- Hired new ETL, DBA, and other consultants including creation of job descriptions, direct engagement of 3rd party consulting companies, candidate interviews, and final decisions.
0-5 years of experience
Worked with IT market managers across the 17 state Midwest Region in the coordination and implementation of retail store build-outs, hardware/software upgrades, network enhancements, and small market acquisitions. Provided project direction and reported progress to headquarters management.
- Proven management skills (SDLC methodology) to IT projects.
- Interacted as liaison between internal IT groups and vendors.
- Ensured that client needs were analyzed, documented, approved and delivered as required.
- Developed and implemented SPOC process which created efficiencies and decreased impact to end users and customers.
- Documented business processes which were dependent on information technology. Serve as a leader in executing daily fieldwork, and informing the IT managers of engagement status.
- Maintained and improved Disaster Recovery Plans to ensure redundancy across all systems.
- Responsible for developing and writing operations processes and procedures
10+ years of experience
Provided management, development, and training of the IT Service Desk team
- Responsible for incident and problem management, and escalation procedures
- Provided and performed analysis of trending reports regarding Service Desk, call management, and call tracking
- Developed and measured Service Desk SLA, resulting in higher end user satisfaction and Service Desk morale
- Managed vendors to provide services, training and support
- Managed hardware, software, and operating systems technology refresh projects
- Implemented ITIL standards and best practices regarding incident, problem, and change management
- Created clearly defined KPI reporting for IT metrics including customer satisfaction, first call resolution, application and service availability
0-5 years of experience
Supported, troubleshot and maintained MARS hardware / software system
- Trained users on MARS operation standards, and enforced proper MARS procedures
- Assisted production in balancing each MARS cell as needed for production reporting accuracy
- Maintained and repaired computer hardware such as PCs, Printers, Barcode Printers, Servers, Switches and Wyse Terminals
- Preventive maintenance on all Servers, Network Hardware, Shop Floor Cabling, Printers, Touch Screens, Scanners and Terminals
- Served as ground support for additional IT problems that occur during off-hours with on-phone support from IT staff and / or Service Express agent
- Performed testing on all new IT projects for quality assurance and accuracy.
0-5 years of experience
- Maintained Access database – allowed management the ability to monitor all aspects of production.
- Customized and automated database utilizing VBA and SQL to enhance user experience and ensure data integrity.
- Wrote complex functions to provide automation in Access forms and reports to validate production. Provided technical guidance.
- Created ad-hoc reports utilizing Business Objects and SQL upon request based on customer needs.
- Mentored co-workers to ensure job proficiency.
0-5 years of experience
Partnered with Production Support employees and external vendors to diagnose mission-critical production system issues and minimize business interruptions.
- Diagnosed application performance issues and proposed resolutions to upper management
- Coded and debugged J2EE applications with Oracle database
- Increased level of support on urgent items by using NetMeeting and one-on-one sessions
- Led onshore and offshore teams to increase productivity and meet deadlines
- Part of team to implement Serena Dimensions change management
- Worked with developers, account managers, and customers to resolve application issues, and through team effort rebuilt IT Department reputation with customers
- Created ad-hoc reports from Oracle databases using SQL
- Involved with team on Oracle upgrade to 10g
0-5 years of experience
- Provided production support for Web and ASP applications through immediate response to major system issues to ensure that appropriate technical parties were involved and issues were tracked to resolution
- Served as primary liaison between various business areas, business partners and technical teams
- Worked with internal IT teams and third party vendors to document and implement detailed Corrective Action Statements
- Participated in on-call after hours/weekend support
0-5 years of experience
Recruited by former manager to revitalize an under-performing department. Took full-circle approach of improving team morale, standardizing delivery of IT services, and improving both customer and interdepartmental relationships. Built the highest performing team of IT Specialists in the region as evidenced by continuously exceeding Service Level Agreements (SLAs).
- Responsible for full life cycle support of SLX (Securities Lending Express) and MIS Application IT Infrastructure team, responsible for the day to day Network Administration, Engineering Duties and end user support needs
- Maintained and updated technical documentation for all AIX/LINUX/Wintel Servers (Dev/QA/Prod/DR servers for our Application, Oracle DB, MQ servers)
- Responsible for Release/Change Management for Vendor code going in QA/Prod/DR servers, tracked the scheduled releases, coordinating release schedule. Responsible to come up with accurate/timely/proven back out plan and ensure that proper support is available from all levels of the organization i.e. SA/DBA/MQ team
- Created offshore-onsite co-ordination plans and led team that supported vastly Management Information System (MIS) reports, User Developed Technologies (UDT) and IT Infrastructure.
- Prod support activities includes: Application Monitoring, Application Tuning, Production Metrics (statistics that measure performance, Service Level Agreement (SLA) and Key Performance Indicator ( KPI), Problem Resolution, Information Risk Gaps within applications, Business Continuity Testing (DR)
- Worked jointly with Developer/QA team to develop and implement code changes in production. Designed and implemented QA processes for pre-implementation test and monitoring production system performance. Tracked Defects/Test Plan/Requirements using HP Quality Center 9.2.
6-10 years of experience
Oversaw daily operations of site computer network for LAN and WAN, desktops, laptops, servers and Cisco switches. Supported over 100 end-user workstations and field service laptops.
- Installed 9 Radiant POS stations for two retail locations for the Cox Solutions stores in Parma and Fairview Park, Ohio. Also, worked closely with the Data Engineers to implement the remote WAN Connection for the Fairview Store.
- Upgraded all laptops, computers, POS systems from Windows XP to Windows 7 using SCCM 2007.
- Provided cellular communications support, including cell phones, Androids and tablets, iPhones, iPads, Blackberrys and MIFIs; tape backups, deployment of new software and upgrades.
- Worked closely with corporate office to coordinate installation of new software and software upgrades.
- Maintained close working relationships with vendors.
0-5 years of experience
Consistently provides excellent coordination for a wide range of technical production functions in support of various financial applications
- Troubleshooting expertise from system to component level
- Composed test and analysis reports
- Enforces personnel, interprets departmental rules, regulations, policies, and procedures as it relates to IT systems and applications
- Trained users on custom software applications
- Provided problem solving resolutions for customers
- Produced UNIX Scripts for uploading EOM+10 reports
- Created tickets using Remedy to support request from customers
- Collaborated files and placed them in a directory using Hummingbird
- Collect payments from customers
- Manage customer accounts using CACS (Computer Audit Control Security)
0-5 years of experience
I am responsible for troubleshooting, repairing and replacing production computers, factory and office laptops and printers, hand held production scanners, projectors, and time clocks.
- I image and deploy new PC’s and laptops.
- I assist with repairing damaged network drops and network cabling.
- I currently work 2nd shift and cover the entire engine plant in Anna, OH by myself.
- I assist Honda Associates with Honda proprietary applications and software, along with Microsoft Office 2010 and Lotus Notes.
- I ensure bar coded engine labels are printed and issued to production.
0-5 years of experience
Computer- loaded, and set up PC’s and laptops for office or production floor use
- Printers- set up Ricoh and HP printers for office or production locations as well as Zebra printers that are mostly utilized on the production floor
- Scanner-set up scanner with programs to be used to scan in finished products
- Preventative Maintenance-installed needed updates, ran Ethernet cabling, used compressed air to clean out PC’s and keyboards, cleaned monitors, and print heads
- Help support between eight to nine hundred users
0-5 years of experience
Supervised major projects including full domain migration, Exchange migration from 2003 to 2010, complete phone system migration, SAS70 Type 2 preparation, and FTC audit preparation.
- Responsible for creation of Disaster Recovery plan.
- Ran daily Scrum meetings
- Provided leadership and guidance for IT production support including Helpdesk, Desktop Support, DBAs, Server Administrators, Network Administrators, and VOIP/Phone Administrators
0-5 years of experience
Manage four Analysts in support of the retail branch teller application in over 5,700 branches; prioritizes workflow for assignments from support calls to provide problem resolution within strict SLA guidelines.
- Creates the Production Support group to address all application problems.
- Defines new workflow process, key metrics and reporting for group to inform line of business of status of requests.
- Manages project for audit remediation efforts and oversight of control self-assessment review and testing.
- Mentors team members on providing superior service and growing in professional abilities.
0-5 years of experience
- Perform requirements elicitation, analysis and documentation related to business systems/applications enhancement requests.
- Assume various project roles and apply PMI and IIBA principles to ensure the success of both IT and enterprise-wide projects; these roles include business analyst, project manager, associate project manager, project coordinator, tester, trainer, application analyst, and application support analyst.
- Provide 2nd and 3rd tier level application support to our internal customers. Escalate and coordinate Level 4 issues with the application vendor. Develop and train IT Support Desk staff to successfully handle Level 2 application support issues.
- Assist with the IT administration of several applications that include: procure to pay, company intranet, HRIS/ERP, IT ticketing system, team/project workspace, and CRM.
- Dare to be Great award winner (2010, 3rd Quarter). Contributed to the successful enterprise-wide implementation of a new procure to pay application. Assisted with requirements gathering, project management, testing, training and application support.
- Created and implemented a business process that efficiently gathers user requirements surrounding client contract deliverables; documents the approval of deliverables to be tracked using our HRIS/ERP system; and ensures code creation/edit and appropriate end user training on how to track the deliverables in the HRIS/ERP application.
0-5 years of experience
- Conducted analysis of products in the systems for 23 distribution centers in North America and made critical decisions based on product’s sales history
- Assisted in the database project by ensuring that products used in old database were created into new database
- Created analytical reports to enforce product consistency between distribution centers
- Responsible for creating and updating products in databases per sales directors, general and office manager’s requests
- Monitored purchase and sales orders for distribution centers and immediately corrected errors
- Created and maintained user accounts
- Worked closely with accounting manager and financial controller to ensure that products were consistent between databases for all distribution centers so that financial reports were accurate
- Fixed product mapping issues within databases through an online portal
- Ensure that 7 scheduled jobs (e.g., revenue, credits) complete successfully, troubleshoot as needed
- Assisted reporting manager in receiving and purchasing IT assets in an Oracle based system.
0-5 years of experience
Provide technical advice, guidance, and troubleshooting to customers using both monitoring and diagnostic tools.
- Restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Perform proactive analysis of potential application and infrastructure issues and facilitates resolution prior to customer impact.
- Recommends procedures and controls for problem prevention. Works in a team setting, sharing information and assisting others.
0-5 years of experience
- Sales of communication equipment to football coaches throughout the country.
- Kept an updated database of clientele (potential, current, or no needs).
- Troubleshoot problems coaches might have using their equipment.
0-5 years of experience
Monitoring a 24/7 Enterprise Network
- SLA Driven Environment
- Worked with high availability fail over systems
- Knowledgeable in Unix cli
- Produce high quality technical documents
- Sharepoint experience
- High adaptability in learning new applications and systems
- Responsible for monitoring 20+ applications
- Train new hires with their roles and expectations
0-5 years of experience
- First level support for Client, Capital Markets and Securitization, Enterprise Risk Management, PeopleSoft and Hyperion.
- Schedule, monitor, and maintain AutoSys jobs and design scripts to correct financial data.
- Created, audit, and publish operational policies, procedures, and technical solutions for knowledge base management.
- Design and execute SQL database queries to investigate data related issues and support business ad-hoc requests.
- Design and implement Remedy queries for monitoring incidents approaching response and resolution SLAs.
- Design and implement solutions in test, acceptance, and development environments.
- Created, audit, and publish operational policies, procedures, and technical solutions for knowledge base management.
- Perform morning and even shakeouts for multiple applications in Capital Markets and Treasury.
- Design and implement Remedy queries for monitoring incidents approaching response and resolution SLAs.
- Host morning and evening technology production status meetings for major application and bios.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
