- Developed end to end project plans in conjunction with the key stakeholders, Reengineering, Business Analyst and Technology teams.
- Proven track record in evaluating current processes and envisioned ways to reengineer the processes in order to create significant efficiencies and enhance controls.
- Participated in technical discussions and solutions; guided the team to make decisions.
- Participate in tech calls and project design inter-dependencies, defined and provided job workflows.
- Worked SMEs and partners to elicit business requirements, translating them to system requirements.
- Administered, orchestrated and controlled the virtual workforce in the operating environment
- Worked closely with IT to ensure applications’ continuous improvements in quality, cycle time and operating efficiency.
- Participated and delivered special projects and assignments in process improvement initiatives.
- Provided leadership, and technical expertise to analysts in processes automations and productivity.
- Contributed to the service improvement efforts to the team and implemented changes
- Keep the project manager informed of the overall status of the solution.
- Provide development support, testing and ensuring proper implementation of industry standards
- Provided best practices in alignment with company architectural patterns.
- Incident management through ServiceNow
- Participate in Change Management
- Deployment of RPA on Windows 7 and Widows 10 Clients
- Technology and Tools used: Automation Anywhere, ServiceNow, UIPath, Microsoft SharePoint, Linux, Provenir Decision Engine, SQL
Prod. Support Analyst / App. Support Originations 08/2014 － 04/2017 Arlington, TX
GM Financial
Responsibilities:
- Providing technical and functional support to application end-users
- Analyzed and researched elevated service desk incidents and requests
- Processed all configuration related changes in the databases to support originations
- Ensured system releases and enhancements are successfully transitioned by project teams to production
- Support by assisting throughout the project life cycle
- Performed tasks like support documentation, testing, and deployment of system solutions
- Processed configuration related changes in systems databases using intermediate to advance SQL
- Served as a lead communicator and facilitator in resolving production outages and system issues
- Ensured the issues are resolved in a timely and accurate manner.
- Document all root cause analyses when a production outage or issue occurs
- Recommended lessons learned and areas of improvement
- Developed and managed relationships with internal and external business, and IT partners to provide technology-based solutions to business needs.
- Created and maintained process flows, component diagrams, and detailed process functionality.
- Ability to write, interpret and Implement SQL queries and use PL/SQL to Create and implement scripts.
- Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs.
- Incident management through ServiceNow
- Deployment and Production support of Production applications on Windows 10 and Windows 7 desktop clients
Technology and Tools used: Provenir Decision Engine, ServiceNow SQL, Oracle, Linux, Microsoft SharePoint, CPW, PL/SQL
Enterprise Network Monitoring Specialist II 03/2011 － 08/2014 Arlington, TX
GM Financial
Responsibilities:
- Monitor/debug/resolve tier II Cisco infrastructure issues; routing, network hardware/software and configuration
- Resolve LAN and WAN network outages, firewall configurations, and performance issues
- Monitor and maintain all IT network infrastructure both hardware and software.
- Managing systems routine backup, scheduling jobs
- Enabling and disabling cronjobs, Linux batch jobs and enabling system logging
- Network logging and server’s maintenance, performance tuning and testing.
- Responsible for monitoring companywide servers
- Monitored the file system and CPU load balance to ensure better performance.
- Acts in a leadership role as a principal technical customer contact to interface with all levels of company and customer staff and management.
- Functioned as a primary resource to the Technical Support team for system needs.
- Performed GM Financial website tests; Nagios for system monitoring and Orion system monitoring.
- Incident management through ServiceNow
- Monitoring and Deploying Windows environments on all Desktop clients
Technology and Tools use: Nagios, Provenir Decision Engine, SolarWinds Orion SCOM Tool, Linux, Microsoft SharePoint, MS-SQL, ServiceNow, Windows 7, Windows 10, Windows Server.
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