Systems Support Analyst
Wells Fargo
Total years of experience :19 years, 8 months
•Technical SME oversight.
•Lead and performs migrations, testing, and configurations management.
•Prepares documentation, procedures, and provides training.
•Leads and provides project support.
•Application Life Cycle Management, Application Sunrise and Sunset
•Assures quality, security, and risk compliance requirements are met.
•SLA, Problem, and Change Management.
•Third-Party application and vendor management and certifications.
•Weekly, monthly, quarterly reporting, highlights, and statistics.
•Developed metrics or key performance indicators for business units.
•User Acceptance Testing and Business Development.
•Managed backup coverage and quality.
•Troubleshoot basic software and hardware issues.
•Performed and provided root cause analysis.
•Performed problem resolution for customers and escalate when necessary.
•SLA, Availability, and Problem Management.
•System configuration management (database, applications, and web servers).
•Job automation using scripts and other tools.
•Performed and analyzed SIP call traces, CDR extraction, and DID management.
•Vendors, resellers, and customer management.
•Led a team of Engineers on a 24/7 schedule.
•Workload balancing and delegation.
•Daily Accomplishment and Turn-Over (Hand-Off) Reports.
•Performance Evaluation and Improvement Plans.
•Incident, Problem, and Change Management.
•Management communication for Problem, Incidents, and Change Status.
•Project implementation and coordination with technical oversight.
•Roll-outs, swap-outs, integrations, and migrations.
•Network Management (troubleshooting, maintenance, and back-up)
•Outage report and root cause analysis.
•Vendors and Partners Management.
•Switching and Routing Configurations (E1s, Trunks, MTP/STP, TUP, ISUP, Call Routing, etc.).
•Least-Cost Routing and Call Success Rate Monitoring.
•Led Cross-Functional Teams.
•Process improvements through process and yield monitoring.
•Lead-time, non-conformance, and cost reduction.
•Product and Process development and design of experimentations.
•Product Defect/Non-Conformance investigation and root-cause analysis.
•Control Plan, QPS, SPC, APQP, FMEA, and Manufacturing Standards.
•Quality and Environmental audits using ISO certification standards.
•Prepared Surface Mounting Machine and Materials for mass production
•Performed preventive maintenance of SMT machines
•Troubleshoot Surface Mounting Technology Machines
•Set-up SMT machines for every change of product to process
•Made Mounting Program for Surface Mounting Machines
•Troubleshoot SMT machines on mounting process problem occurrence
Top 10% of graduating class 6 months internship at NEC as SMT Technician