Highly energetic, multifaceted professional with excellent interpersonal, communication, and leadership skills. Resourceful, creative, loyal

COMPANY	POSITION HELD	DATES WORKED
Suntrust Bank Inc.	(Confidential)	7/2007 - 8/2007

SCHOOL	MAJOR	YEAR	DEGREE
De Paul University	CS / Telecommunication Systems	2002	Master Degree

Highlights:

PROD. APPLICATION SUPPORT ANALYST III – TECH. LEAD 07/2006 – present SunTrust Banks, Inc., Richmond VA • Worked closely with higher level management and Business Analysts internally and Vendors externally to develop and implement best practices for supported systems and correlated applications • Administered and supported customized FileNet application (PLX) and large scale complex applications, documenting and monitoring service tickets, troubleshooting minor problems, generally 1st and 2nd tier level application support, maintaining open issue lists, prioritizing minor fix/upgrade lists, all with the focus on root cause analysis • Communicated with the clients, management, vendors, and/or application developers on a daily basis in support of SLA • Performed input of application table entries, ad-hoc reporting, analysis of new client requests, on-call support, application QA testing, disaster recovery preparation and testing, and lead horizon and concept assessment activities • Performed shell programming, PL/SQL scripting, basic SQL Server and Oracle database configuration and installation, executed stored procedures and SQL scripts • Has extensive understanding of the application supported, inclusive, of interfacing applications, and in-depth understanding of incident and change management policies and associated tool applications and processes, • Experience in supporting Oracle CRM application and Oracle applications objects (tables, views, packages, workflows, etc). • Guided and advised less experienced production support analysts and provided performance feedback to employee's managers • Performed a major leadership role with clients in providing design and creation of business solutions • Used various reporting tools (i.e. Cognos) for global and site specific reporting requirements • Performed additional tasks which required extensive knowledge and skills such as UNIX(AIX), MS Windows, MS Office, WAN/LAN, distribution systems, development, management, etc. Sr. IMPLEMENTATION MANAGER 08/2004 – 07/2006 AT&T / SBC LD Rosemont, IL • Performed Testing FileNet P8 call center application and evaluation of upgrade including database migration, content engine configuration, image services configuration, and control desk automation application and hardware configuration which require a general knowledge of P8 Products (Content Engine, Application Engine, Workplace), image services, MSAR, and ISRA • Extensive knowledge in FileNet SBC Customized Application support, implementation, configuration and administration including creating business object report queries, documentation classes and properties, stored searches, and management storage and retrieval software. • Created groups, users, and document classes • Utilize UNIX and various scripting and Oracle data base mining languages to generate reports • Performed FileNet Process Design, Image Processing and API Programming on FileNet eProcess 5.1 • Explored, adjusted, exported, imported and maintained FileNet application database. • Configured document class and object store security • Scheduled reviewed, monitored, approved, and installed software updates, patches, and releases. • Planned, scheduled, coordinated, and participated in business decision making meetings. • Exporting and Importing business object reports • Supported, implemented, and upgraded software applications on SBC LD IT Services servers: FileNet, LDSTARS, Telegence, Fraudguard, and Voice Pricing Tool • Maintained and administered data base servers. Served as a main FileNet software application Tier 2 contact and IT application support specialist. • Performed statistic data collection and analysis in order to ensure minimal service disruptions and maximize efficiency and work performance. • Skilled at general hardware and software installation, configuration, testing and management. • Applied mathematical and statistical scientific methods and minimized trouble ticket resolution time and decreased the number of trouble tickets by 17%. COMPUTER AND TELEPHONY NETWORK ENGINEER 01/2003 – 08/2004 VI Communications Lombard, IL • Designed, customized, implemented, and maintained computer and telephony networks on residential and commercial premises. • Installed CATV, High-speed Internet and Multi-line telephone services. Maintained, installed, and configured various hardware and software. • Responsible for consumer consulting, giving recommendations, suggesting modifications and performing technical analysis on existing network systems including network administration. • Skilled at general hardware and software installation, configuration, testing and management. MEMBER OF TECHNICAL STAFF / SOFTWARE ENGINEER 12/1997 – 11/2002 Lucent Technologies, Inc. Naperville, IL • Responsible for software development, testing, implementation, helpdesk, customer technical support and maintenance of diagnostic software infrastructure solutions in the Advanced Mobility Phone System unit. • Interfaced with customers nationally and internationally • Performed coding and code reviews, unit testing, software integration, technical documentation writing and reviewing, performance analysis on various software & hardware implementations. • Extensive experience with Code Control System • Participates in meetings with customers as well as in new technology hardware and software vendor selection meetings. • Performed electronic systems hardware and software problem identification, troubleshooting, systems support and problem resolutions. • Maintained diagnostic software helpdesk and software infrastructure solutions, including common diagnostic software, switch maintenance, fault recovery, protocol subsystem, program library solutions, configuration, tuning, performance, test automation, standards adherence and enforcement to maximize availability for mission critical applications, systems and data. • Extensive knowledge of various telecommunication/networks including, but not limited to, SS7, TCP/IP, ISDN Services, VPN, SIP, VoIP, ATM, FR, routers, wireless networks, satellite, and broadband. • Proven ability to effectively elicit customer requirements and develop, build and implement solutions to specifications. • Functioned as a software engineer for various aspects of Lucent Technologies 5ESS software development, including diagnostic software design, development, testing, analysis and installation, flow control and memory management. • Skilled at general hardware and software installation, lab setting and configuration, software testing and management. • Expansive experience with various aspects of development, testing and implementation, including object-oriented design and development, real-time diagnostic design, event-driven systems, client-server architecture, inter-process communication (TCP/IP) and multithreading. • Extensive experience working with Lucent Technologies Electronic Switching System model 5 (5ESS) • Projects: 5ESS Diagnostics development, testing and current engineering for Communication Module (models 2 and 3) Units, and Packet Switching Units; 5ESS / 5EESS / Advance Mobile Phone Systems (AMPS) Packet Handlers Diagnostics development and deliverable testing for voice, ATM, and Ethernet. PRE-PRESS TECHNICIAN 10/1992 – 11/1997 Great Lakes Graphics, Inc. Skokie, IL • Produced graphical designs utilizing various graphical software applications • Maintained computer room equipment, installed and configured hardware and software, including giving recommendation for critical software vendor selection. • Performed quality control, supervised and trained new personnel and evaluated their performance. • Experienced producing graphical designs with various graphic, video, and audio authoring software applications.

Companies I like:

General Electric, Saic, Motorola, Verizon, Bank of America, Walgreens, Johnson Controlls, BP, Mobile, Allstate, Caterpillar

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Application Support

• Worked closely with higher level management and Business Analysts internally and Vendors externally to develop and implement best practices for supported systems and correlated applications • Administered and supported customized FileNet application (PLX) and large scale complex applications, documenting and monitoring service tickets, troubleshooting minor problems, generally 1st and 2nd tier level application support, maintaining open issue lists, prioritizing minor fix/upgrade lists, all with the focus on root cause analysis • Communicated with the clients, management, vendors, and/or application developers on a daily basis in support of SLA • Performed input of application table entries, ad-hoc reporting, analysis of new client requests, on-call support, application QA testing, disaster recovery preparation and testing, and lead horizon and concept assessment activities • Performed shell programming, PL/SQL scripting, basic SQL Server and Oracle database configuration and installation, executed stored procedures and SQL scripts • Has extensive understanding of the application supported, inclusive, of interfacing applications, and in-depth understanding of incident and change management policies and associated tool applications and processes, • Experience in supporting Oracle CRM application and Oracle applications objects (tables, views, packages, workflows, etc). • Guided and advised less experienced production support analysts and provided performance feedback to employee's managers • Performed a major leadership role with clients in providing design and creation of business solutions • Used various reporting tools (i.e. Cognos) for global and site specific reporting requirements • Performed additional tasks which required extensive knowledge and skills such as UNIX(AIX), MS Windows, MS Office, WAN/LAN, distribution systems, development, management, etc.