Maria O.

Required to oversee a team that provides Level 2 support and carry out Change & Release implementation tasks for Electronic Banking Channel Applications. Responsible for all aspects of Incident and L2 support for the Electronic banking Channel Application Proactively monitor and provide tier-3 Production Support, resolving risks and issues and initiating corrective action plans as appropriate and making sure alerting processes are in place for the Production environment and capacity and performance monitoring and review processes are instituted and executed. Monitor trending patterns and instituting continuous process improvement. Ensure processes are clearly documented and essential procedures are followed and contribute to defining standards. Providing regular communication to management and stakeholders of Production Support status for your applications, including risks, issues and mitigations. Effectively communicate and interact with infrastructure and supporting technology groups across a distributed WinTel or Unix/Linux environment to drive problem resolution and service levels. Manage Change and Release implementation, Review and sign off on the all application related changes and ensure all the changes are deployment within the timeline and post implementation validation are performed. Leading staff in a Production Support group in a high availability / mission critical environment. IT Support experience with AIX,Sun Solaris, MQ, Oracle, Java, SQL, NDM, TIBCO. Experience writing basic Shell scripts, database queries, generating capacity and performance reports. Experience in Windows 2008 and IIS 6.0 and above. Good understanding of client server architecture (clustered and non-clustered). Experience generating capacity and performance reports.

Provided support, research, implementation, and maintenance of a multi-tiered fuel and retail cross-marketing system. Maintained and Monitored Servers and Common Task automation. Helped with Data Mining and researched of software related issues. Participated in the administration of the platform. This included deploying, monitoring, maintaining the operation of, and supporting the platform. Provided Software Administration with deployment planning. Assisted with deployment task and software maintenance as well troubleshooting on system’s starts and shutdowns. Monitored applications and services using monitors and alerts systems understanding of what systems are critical and not as understanding of importance of an SLA in production systems. Restricted access to system for administering application and services. Worked with Linux Red Hat Knowledgeable executing SQL statements against MS SQL Server and Oracle databases.

Provided Tier 3 Consumer Technical Support, engaging Product Service and Sustained Engineering teams with respect to the release of code/updates to address critical, systemic and immerging issues on the SME of the Windows 10 area. Created documentation as necessary for issues, product defect and how to articles and general purposes such as process and documentation for the on the SME area. Delivered high-quality customer and partner experience through timely response and resolution. Facilitated case escalations and timely resolution of customer issues, collaborating to resolve the customer’s issue in the most efficient way Recovered dissatisfied customer situations and identified opportunities to provide a better customer experience on the Windows Consumers area. Monitored the Tier 3 support queues and provided global support for questions/issues as required by outsource T1/2 resources and escalated customers, ensuring timely and constant communication to affected user(s) as required.

After mastering all of the technical and soft skills required to provide customer support to clients and partners, I joined a special customer support project called “Designated Support Engineer”. This offering is currently in place for one of the largest banks in the US. Also, I wrote knowledge articles and participated in the communities where clients could request support. I also participated in online chat sessions with clients seeking a real time customer support experience. I was also part of the on-call team that helped clients after hours during system down situations.

As a senior consultant for this company, I had the opportunity to be involved in the SIGTRAN telecommunication project. This was a hybrid system that managed the traffic from both the CDMA and GSM networks for Verizon in the Dominican Republic. I also worked on the development of a custom billing system which incorporated the input from agents entering information from their telephone dispatching center.

As a part of a project to upgrade current systems, Digitel hired me as a consultant to develop a special gateway program. The application populated the card number when entered from a telephone keypad to reload the phone balance. The Oracle database record was updated with the dollar amount of the cellular phone pre-paid balance. This gateway program was developed using C as an intelligent UNIX socket server which opened TCP Ports to inquire and update data over two different pre-paid systems. The data resided in two different Oracle databases hosted on tru64 based servers. This application, once deployed, helped the company prevent the calling card from being used by two concurrent users. It also prevented lost revenue for the company.

Administration and IT systems support for two different email systems: Lotus Notes Domino and Microsoft Exchange both running on Windows NT platforms. Planned and executed a migration project from Lotus Notes Domino to Microsoft Exchange for all divisions of Baker Hughes Solutions. Provided Help Desk support to more than 200 local and remote users, using network management software IBM Tivoli, and monitoring of the MCI network.

Development of a billing control system for national cargo activities. The requirements were to extract information from a Microsoft Access database, populate into a Microsoft Excel spreadsheet, and make it viewable via the company’s intranet website. Microsoft Access, Visual Basic Dynamic Web reports, and FrontPage using ODBC connections were used to develop and deploy this critical system.

Provided mentoring and coaching to other employees of Application Development of RES (Drilling Parameter System) used at British Petroleum in Bogota, Colombia. It was a UNIX based system that was designed to train petroleum engineers on how to build oil rigs in the field. Allowed new projects update its designs. The system was limited and did not allow for concurrent access to the database. I wrote a remote synchronization scheduling system, which allowed users to access and generate reports from the database simultaneously.