Business Analyst, Desktop Support Technician Resume

Title
Business Analyst, Desktop Support Technician

Primary Skills
Mainframe - Microsoft

Location
US-NC-Youngsville

Posted
Jun-05-09

Presentation of Qualifications

SUMMARY

A dynamic and results-oriented professional with over 10 years of broad-based experience in business processes, SDLC, and maintenance. Expertise in high-technology solutions, quality customer service and commitment to excellence combined to consistently deliver improved productivity and increased profitability. Seeking a position as software engineer to deploy my skill sets towards emerging technologies and businesses, with a focus on software and hardware engineering.


COBOL
COBOL II
CA-DATACOM IDEAL
DB2
QMF
SPUFI
VSAM
DATAQUERY
PEREGRINE
WINDOWS XP
BLACKBERRY
NOVELL
PEOPLESOFT
LDAP
TERRADATA
BUSINESS OBJECTS
DATADICTIONARY
ROSCOE
COBOL DL/SP
TSO/ISPF
RACF
TOPSECRET
SDSF
OS/MVS JCL
DBASE III
LIBRARIAN
ACTIVE DIRECTORY
DAMEWARE
ACTIVE DIRECTORY
LOTUS NOTES
SHAREPOINT
MARIMBA
C LANGUAGE
MICROSOFT WORD 2003
MICROSOFT WORD 2007
MICROSOFT ACCESS
MICROSOFT OUTLOOK 2003
MICROSOFT OUTLOOK 2007
MICROSOFT EXCEL 2007
MICROSOFT PPT 2007
EZTRIEVE
MICROFOCUS COBOL
SAS
IMS DB/DC
CICS
EXCHANGE SERVER 2003
TCP/IP


SELECTED EXPERIENCE

Anthem BCBS February 2007 -- March 2008
Help Desk Technician ----- Richmond Virginia
• Under general supervision, provided technical software, hardware and network problem resolution to users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicated technical solutions in a user-friendly, professional manner; provided one-on-one end-user training as needed; assisted Network Technicians troubleshoot network printer problems; passed more complex end-user problems on to Network Technicians; performed related work as required.







• Fielded all Help Desk calls from worldwide user base and created the initial record of the request; resolved all Level One end-user problems over the phone; passed all Level Two requests on to Network technicians.

• Identified, diagnosed, and resolved Level One problems for users of the mainframe,
personal computer software and hardware, the WellPoint Intranet and new computer technology in a call center environment; communicated solutions to end-users.

• Provided one-on-one end-user problem resolution over the phone for approved Enterprise Wide (PC and Mainframe) software applications to include the installation, updates, and troubleshooting for software -- Filenet, Ultera, BDS, Business Objects, Lotus Notes, Novell, Peoplesoft, Sharepoint, Terradata, Imaging, RACF for resetting Mainframe Account passwords, QCARE, 3270 Emulation -- Attachmate, Encryption Anywhere, VPN troubleshooting for mobile users and work -at -home users, Norton Antivirus, Avaya.

• Coordinated, set up, and assisted in the configuration of end-user PC desktop hardware, software and peripherals to include Blackberry User Accounts (Blackberry Enterprise Server) and Microsoft Outlook 2003 Email Accounts on Microsoft Exchange Server 2003.

• Diagnosed and resolved end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems.

• Coordinated the timely repair of PC computer equipment covered by third-party vendor
maintenance agreements.

• Performed minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.

• Assisted Network Technicians in creating materials for end-user frequently asked questions and provided updates to existing documentation to include updates to the Standard Operating Procedures.


















Advance Auto Parts

Assistant Manager/Senior Consultant -- Wake Forest, NC February 2002-2005
• Assistant Manager with Advance Auto Parts active in the implementation, testing, and deployment of their newly designed APAL online system. Helped test and convert the legacy AS400 APAL System to an online networked system (Windows NT), providing quality assurance metrics for system response time, system accuracy with respect to inventoried car parts, system accuracy for cash disbursements at the register, and debugging of the APAL system at all levels of functionality.
• Installed hardware equipment as needed, proposed coding changes to reflect actual operation of the Point of Sale front end using a cross system platform that included both internet and mainframe components.
• Tested new releases for compliance and qualitatively verified the design changes.



MAXIM GROUP April 1999 to July 27 2001
Senior Programmer Analyst ----- Phoenix Arizona
• Contractual position with the Arizona Department of Administration that involved implementing the automated benefits enrollment system. This system enabled State and University employees to enroll for their job benefits through online access via an Internet Web Interface and also through a voice activated system via telephone. Performed system testing and conversion processing for the new interfaces and verified the changes in an online Mainframe System.

Senior Programmer Analyst ----- BCBSNC in Durham NC
• Assigned to a position at BCBS to develop a COBOLII / IMS Program that monitored BCBSNC'S adherence to state and federal regulations (HIPAA). This interface insured that HIPAA compliance was enforced for claimants' privacy.

Senior Programmer Analyst ----- Louisville Kentucky
• Employed at Ford's Kentucky Truck Plant to implement changes in their CMMS3 System. These changes involved coding updates to the programs that controlled the engineering processes for their Billing Order Material System to include online and batch programs using COBOLII, DB2, and IMS DB/DC in a MVS370 environment.

• Coded specifications and wrote a document delineating the Error Exception Handling in CMMS3. Used VISIO to diagram the system architecture using Data Flow Diagrams.





REGISTRY
Senior Programmer Analyst ---- Greensboro NC June 1998 to September 1998
• Maintained programming interfaces in the Truck Match PC Interface System at VOLVO. This interface Used IMS DB/DC in an On-line/Batch environment with DB2 and a Microsoft Windows 95 interface.
• Coded the history backups using COBOL II, DB2 Platinum utilities and MVS/370 JCL.
• Modified existing online IMS programs and batch DB2 programs in the Vehicle Maintenance Section of Volvo's manufacturing processes.


Senior Programmer Analyst ----- Burlington NC April 1997 to June 1998
• Redesigned the PCS Managed Lab System at LabCorp.
• Designed the programming interfaces for the Billing and Payment Cycles within the PCS System by using DB2/QMF, SPUFI and VSAM. Verified test results with File-Aid, and MICROFOCUS COBOL.
• Coordinated the System implementation of the MVS/OS JCL required to enable the PCS System to function with minimum intervention and with full backup recovery.
• Modeled and developed prototype programs in MICROFOCUS COBOL using the IBM MVS/370 compiler in conjunction with a Windows NT LAN interface and 3270 Emulation.


SYNTEL
AT&T
Programmer Analyst ----- Jacksonville Florida October 1996 to February 1997

• Developed and maintained the Billing Edge System for mid-level markets.
• Responsible for the production aspects of the system in debugging the current system architecture and specific job runs.
• Part of the Systems Analysts Team for performing system analysis and design of new program interfaces.
• Determined the nature of production problems and wrote proposals to correct these problems.
• Verified results for the Direct Billing Card Conversion.
• Wrote EZTRIEVE and SAS programs for current processing requirements.
• Updated DB2 programs for the 1996 year to process the conversion cycles.
• Performed systems analysis and quantitative evaluation of conversion results.





EDUCATION:

Associate of Arts in General Studies (Business/Data Processing major)
1987 MAGNA CUM LAUDE - Northern Virginia Community College



AWARDS:

New York State Regents Scholarship
Virginia Army National Guard Commendation Medal
Honorable Discharge from Virginia Army National Guard

Certifications
See above


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