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Production Support Resume Samples
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0-5 years of experience
Led a team of 50 application developers & implementers and 10 Network Circuitry Build team for applications to automate nationwide customer self service functionality for order and repair requests.
- Increased self-service rate by >20% in the first year of inception (expectation10% only) and produced > $18M savings in two years. Processed ~12M customer calls in first year of inception (~ 6months)
- Reduced customer call duration and volume for a center Rep by 20% and lowered call load on call centers by 10%.
- Reduced wait times (busy signals) and faster access for customers during high call volumes by ~10%.
- Improved customer experience by ~15% via self-service voice portal implementation.
- Stabilized operations environment through upgrades/ process improvements, reduced outages 35%.
6-10 years of experience
- Recognition award for outstanding service in 2010
- Built the Suspense Queue Oversight application responsible for drastically reducing the portfolio suspense balance
- Developed quality checking tools which have helped to prevent losses averaging $15k per month
- Ranked in the top 3 for volume of issue resolutions with 100% satisfaction rating
- Provided technical support for the entire JPMC Exchange network
0-5 years of experience
Provided support to IT Operations objectives and worked with solution providers both internal and external to realize project goals.
- Primary author of release management process to support the software deployment solution (Altiris).
- Selected to deliver software deployment training for new associates.
- Provided 2nd level product support and served as interface into engineering for escalated issues.
- Designed and implemented Active Directory maintenance routine.
0-5 years of experience
- Supported the fabrication and assembly of a first article GE Locomotive
- Captured production issues identified by manufacturing team and worked with design engineers to develop solutions
- Documented issues in tracking tool and monitored issues throughout solution and closure
- Helped implement new a new tracking tool by serving as one of the initial users and providing instruction to design engineers and other stakeholders
- Prepared weekly report documenting the metrics associated with assigned build
0-5 years of experience
Specializing in secure file transfer procedures. Including developing, testing and implementing automated file transfer processes. Provided off-hours production support with responsibility of providing guidance, leadership and training to remote help desk support personnel.
- Created and presented a business case for change control and a lockdown of the production environment which was partially implemented
- Substantially decreased off-hour support calls by working with support personnel learning procedures to proactively resolve a number of common failures
- Developed and implemented escalation procedures for contacting off-hour support personnel
10+ years of experience
Managed professional staff in Purchasing, Engineering, Scheduling, Quoting, and Projects to ensure all items completed within established turn-times and cost objectives.
- Managed both internal and external production schedules, commitments and delivery timelines.
- Provided daily and ad hoc reports to sales and logistics managers and department supervisors in order to ensure timely repair completion.
- Worked to resolve issues and take corrective actions to ensure customer expectations were met.
- Served as a key business resource on complex and/or critical issues.
- Maintained training schedules to ensure all certifications and quality management systems were up to date for responsible departments.
- Administered the production process and adjusted schedules and items to be repaired as needed.
- Supervised seventeen electronic technicians.
- Involved with recruitment and selection of technicians, providing performance feedback and resolving employee issues.
- Worked with sales to meet customer needs with presentations, meetings, and any rush needs.
0-5 years of experience
Subcontracted to SEI as a Production Control Analyst and assigned to their NIGHT shift operations team to provide online and batch software quality assurance for Trust 3000 applications and processes in their mainframe environment.
- Used CA Scheduler to manage and monitor T3K process thru-puts, and maintain new and existing investment application systems for all member banks. Other applications used were TSO/E, ISPF/PDF, JES, SAR, MVS, NDM, Tivoli Enterprise Portal, OS/390 and Z/OS operating system components.
- Maintained JCL coding for all Trust 3000 applications and processes.
- Performed abend/resolution and file maintenance per installation workflow instructions as needed and recorded incidents in worksite problem management log that jeopardized client service level agreements.
- Used past working experience and technical expertise in the absence of set procedures to resolve problems that would have delayed the T3K application completion.
- Performed departmental shift turnovers, and published morning health reports to all respective parties and management groups regarding the previous night activity that were impact related.
0-5 years of experience
Led a team of 8 associates, managing day-to-day operations support and software deployments to a centralized database infrastructure and to retail pharmacies across the United States and Puerto Rico.
- Following ITSM protocols, directed incident, problem and change management, internal and external incident root cause analysis, and defect elimination plans.
- Worked collaboratively with CVS vendors to coordinate maintenance activities as well as service provider upgrades.
- Actively participated in after hours and weekend support per business needs.
0-5 years of experience
Responsible for managing work intake for production support team (claim) using the HPSM tracking tool for the Advantage Application. Advantage is a series of processes that is Web Based and is used for updating and maintaining HealthCare Reimbursement Accounts (HRA) and Flexible Spending Accounts (FSA).
- Researched and resolved issues that were identified with respect to the claim and eligibility components with usage of XML and QMF for Windows tools.
- Created Service Requests (SR) for issues that require coding changes. Collaborated and interacted with technical leads and resources from various components to resolve issues in a timely manner.
- Facilitated meetings with impacted teams/vendors for implementation of changes – assessed impact of issues, developed short term workarounds, facilitated internal and external reviews of final requirements.
- Fully supported the implementation of functional changes, as a result of production support issues, through all phases of the lifecycle, including design, defect triage and resolution. Partnered closely with the Design and Quality Assurance teams to develop and maintain successful resolution of all identified issues.
- Led and coordinated change management activities for the successful implementation of the identified production support issues
- Responsible for ensuring that Project documentation was updated in SharePoint to ensure the continuity and re-usability of business and system documentation.
- Built effective partnerships with the broader business and systems communities through collaboration and information dissemination.
0-5 years of experience
Responsible for monitoring and maintaining internal applications used to monitor various Cox Communications products and services.
- Created analysis monitor Perl scripts to detect issues with existing tools.
- Created MySQL database tables for storing trend analysis data.
- Created Perl scripts to retrieve and analyze PostgreSQL-based application data.
- Performed on-call activities.
- Performed change control activities to update production tools and systems.
- Participated with team developing PHP scripts to populate scorecards for displaying application performance and other metrics.
0-5 years of experience
- Played a key role in the implementation of ServiceNow Management Suite for both association and plan use.
- Collaborated Service Desk documentation for off-site consultants to properly resolve association incidents.
- Provided training support for transition from InfraEnterprise to ServiceNow Management Suite.
- Maintained and distributed hundreds of internal association reports for IT Service Delivery groups.
- Successfully aided in the termination of the InfraEnterprise ticket service.
0-5 years of experience
- Accountable for the overall planning and day-to-day implementation identifying and overseeing project priorities.
- Coordinated activities to ensure that project deadlines were met by providing innovative and customized client and enterprise wide solutions with ongoing analysis and recommendations.
- Involved in directing the administration, performance support, and related project management activities/tasks
- Lead the effort for developing documentation, policies and procedures for Post Go-Live Production Support and the transition of technical staff dictating new roles and responsibilities
0-5 years of experience
- Daily interactions with traders sat directly on the trading floor experiencing and helping to resolve risk and trading applications issues.
- Became the primary point of contact and liaison between traders, quants, and other technology teams.
- Provided exceptional trade support to equity and equity derivatives in a competitive market making environment.
- Delivered Front Office communication during incidents or outages.
- Effectively communicated issues and status updates with business user, second level support, and development teams.
- Created and maintained knowledge base to ensure that knowledge transfer takes place within the team.
- Worked in tandem with development to ensure the health and stability of the production trading environment.
0-5 years of experience
Monitor and provide support to workflows and provide knowledge on all workflow
designs.
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
- Examine products to verify conformance to quality standardsHelp production workers by performing duties of lesser skill, such as supplying or holding materials or tools, or cleaning work areas and equipment
- Count finished products to determine if product orders are complete
0-5 years of experience
Record critical information and trouble tickets in the internal tracking application (Remedy).
- Install, configure, and support hardware/software for Windows and Apple based PCs and Laptops.
- Perform all hardware/software deployments and moves.
- Respond to customer requests obtained via telephone, email, personal contact or internally.
- Configure network print servers including the adding, removal, or update of printers on servers
- Management of large scale projects for various departments and training/supervision of interns and new employees.
0-5 years of experience
Takes ownership of escalations and performs Research and Resolution (Tier II), by applying advanced query skills on relational databases, using SQL language.
- Develop and maintain research and resolution knowledge via Oracle CRM, JIRA Portal and Zendesk that conform to Xtiva’s standard operating procedures and processes to meet client requirements and SLAs.
- Collaborate with the Product Team (Tier III) and Development Team to research and implement solutions to complex issues and analyze tradeoffs between usability and performance needs.
- Support all Xtiva sales management software (CM, CW, and RM) by identifying incidents and responding to application inquires involving end-users functionality and user connections to Citrix servers.
- Coordinate application upgrades for code fixes and software enhancement to all Xtiva clients.
- Assist the Data Center Team with client onboarding for publishing requested Xtiva applications, connectivity methods (VPN or Public Internet), file transfer (FTP, NDM) and file encryption (PGP).
- Manage Tier I Support Team.
0-5 years of experience
- Serves as a liaison between On Boarding and Production Support and as a primary resource to communicate to the MVAS team on issues, questions and resource needs during a client transition.
- Responsible for project management to ensure that transitions are completed as scheduled.
- Manages the transition of an $8 billion dollar retirement plan from one service platform to the other.
- Coordinates weekly meetings with On Boarding to ensure proper documentation is completed.
- Tracks issues and incidents completely from identification through resolution.
- Understands the Service Offering in detail and communicates to all levels of On-Boarding and Production Support in common terms.
- Documents all stages of the transition process and responsible for ensuring all documents (playbook, escalation procedures, and workflows) are completed and uploaded to the system.
0-5 years of experience
- Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e. balance statements, documents copies, and account history)
- Verbally take mortgage payments over the phone by completing one time draft payment.
- Respond to inquiries regarding hazard and flood insurance issues and disbursements.
- Review and explain escrow disclosure statements (i.e. account shortages and overages).
- Discuss and respond to inquiries regarding loan types and terms (i.e. VA, FHA, Conventional, ARM).
0-5 years of experience
- Perform surveillance to locate government documents such as death certificates and medical records. Manage contractors worldwide. Write reports and manage budgets.
- Work in the international division processing all overseas death claims.
- Receive a case and collect bids from contractors. Add in company cost to the bid, and send to the client which works other insurance companies like Liberty Mutual, AIG, and Travelers. Perform investigation part of each case. Send all documents and information to contractors.
- Insist on three sources to verify each death which can include medical records, Ministry of Health documents, and others depending on the individual circumstance. Put raw data into a detailed report, send to the client or insurance company and ensure they are satisfied.
- Perform Alive and Well checks for Workers Compensation and related areas.
- Work approximately 70 cases at any given time.
- Work in the US on death claims acquiring autopsy, toxicology and police reports and retrieve medical records from hospitals in all 50 states.
0-5 years of experience
Develop and supporting java web applications for the state of Tennessee government website
- Implementing new Functional Requirement Changes (FRC)
- Resolving incoming production web applications issues
- Producing sensitive reports for TDOT for auditing
0-5 years of experience
Work with client and various internal and offshore teams to resolve any business issues/queries related to production database.
- Manage client production request and implement request in production databases.
- Work with Development, App Support, and DBA teams to resolve all outstanding issues.
- Work closely with the various Testing, Development and DBA teams to review and coordinate new infra changes including version upgrades.
0-5 years of experience
Responding, analyzing and resolving customer issues escalated to the support team in a timely manner
- Monitor system health using ITRS Geneos to ensure processes are running properly
- Coordinate with production support development team on production releases
- Perform log analysis to identify production issues and resolve them to minimize business impact
- Coordinate with dependent systems if a major incident has occurred and resolve the issue in a timely manner
- Create Python scripts to perform day to day tasks more efficiently
- Create Python scripts that generate reports from an object oriented database for user analysis
- Use Unix command line to search and analyze logs when inconsistencies occur
- Train new team members on the application to ensure they are able to carry out day to day tasks efficiently
- Case studies in Java and .Net/C# during job training related to real-world applications
6-10 years of experience
Set up and run packages and components that are placed with manufactured automobile parts, ball joints, draglinks.
- Computer knowledge in B-Pic and Magic Programs.
- Assemble automobile apparatus pieces daily in a JIT self-contained cell.
- Ensure procedures and practices that sustain the operation of machinery.
- Accurately develop the organization of workspace needed for maintaining a good production environment.
- Arrange product and equipment sufficiently, identifying tools not properly stored.
- Ability to prioritize the importance of right timing to accomplish right actions.
- Confirm that correct parts are placed in correct boxes.
- Supplied and received material for machinists.
- Located materials put in locations at the warehouse.
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.
