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Michelle
M2chelle@Live.com
919-622-1833
Raleigh, NC 27699
Application Support Specialist
31 years experience W2
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Average rating
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Summary

Committed professional offering 30 years of experience in Support Positions including Data Center Operations Support, Leadership and Communications. Experience working with Global groups in multi-tiered environments. Seeking to expand my talents and bring a wealth of expertise to an organization.

Experience
Application Support Analyst
Healthcare
Nov 2018 - Jun 2019
Durham, NC
GlaxoSmithKline Provide Service Management and end user support for a BMC Remedy Asset and Change Management V9.x system within a global user-base.
  • Provide Customer Support, resolving Incidents and Requests in accordance with Service Asset & Configuration Management best practice Change Management procedures and SLA's.
  • Fulfilment of customer report requests in a timely manner.
  • Provide Data Management through bulk updates/removals and the creation of templates.
  • Practical experience of BMC Atrium CMDB, BMC Remedy Asset and Change Management applications. Familiarity with the BMC Atrium CMDB, Asset and Change data structures, to be able to navigate their relationships and generate reports. Working knowledge Remedy Application form's to make changes to data on the back end.
  • Experience using Remedy Application Administration Console.
  • Reporting skills using Crystal Reports.
Crystal Reports Pandora OOTB Process Improvement Software Application Support Troubleshooting Application Support MS SharePoint Technical Support Software Asset Management Microsoft Excel VPN
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Lead Analyst BaaS
Information Technology
Jul 2016 - Nov 2018
IBM, KForce, US ITAR Team
  • Work in a Linux/AIX multi customer environment using LDAP, VPN, Citrix, VM, remote console, RSA Tokens communicating using Sametime, Lotus Notes and Outlook mail.
  • Perform backup / restore on demand as well as monitor those regularly run jobs using NetBackup Administrator Console, TSM and Netcool.
  • Track and identify those backup and environmental failures through Netcool, Network Admin Console, Netbackup, Veritas, Remedy and Service Now (SNOW) prioritizing issues, escalating when necessary and resolving with-in SLA's with a sense of urgency.
  • Review monthly SLA reports, researching and providing the exceptions to Management and the clients.
  • Provide support for provisioning of client backups in Mediation adding, updating and suspending backups as requested creating ICR's for related provisioning issues.
  • Adding clients in NetBackup for new backups and creating policies for those additions.
  • Adding hosts in Host file in Linux environment (adding IP addresses to host file), creating backup schedules monitoring job/schedules for successful execution suspending hosts/backups upon request checking the status of processes, storage and running pre written scripts as part of problem determination.
  • Timely response of adhoc job scheduling, responding to failures, reruns, etc. using Service Now and ESP Job Scheduler.
  • Assist with problem identification, escalation and resolution, triaging while collaborating with other organizations in support of Incident Management and returning degraded systems to service.
  • Establish strong working relationships with client stakeholders and Project Managers.
  • Lead and manage the Kforce team serve as their primary point of contact.
  • Manage the shift schedule for the Kforce team, ensuring proper coverage, back-up plans, contact protocols, and thorough transitions between shifts.
  • Celebrate accomplishments, and recognize top performance across team.
  • Attend client staff meetings and assist with workforce planning and training.
  • Understand all positions to support hiring / expansion of team, and coordinate with the Kforce Account Team for talent acquisition.
  • Perform as a liaison for logistical needs associated with onboarding (badge, desk, site tour, etc.).
  • Manage time off requests and timecard monitoring.
  • Respond to incidents, resolving issues with a sense of urgency in the Production, Quality and Test environments
  • Escalation of those high priority issues following Best Practice protocol.
  • Responsible for the upkeep of group documentation for known errors and turnover reports in Sharepoint
BMC Remedy UNIX Database Backups MS SharePoint VMWare Troubleshooting Windows Linux Provisioning TSO/ISPF Problem Management Microsoft Excel VPN Workforce Planning
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Asset Management Analyst
Information Technology
Aug 2015 - Jul 2016
via Collabera
  • Identify software licensing and services for data collection and entry into APM and the SAM tool.
  • Research and collect information for software compliance & inventory, contract summaries, and cost comparisons, research inconsistencies while providing necessary information for changes. Preparing data for bulk loads.
  • Enter and maintain licensing information in a database format to address software compliance & inventory, contracts compliance, and cost.
  • Communicate through email, OC chat, participate in group meetings with management and vendors. Respond to requests from end users, managers, and team members for specific IT licensed Software Asset Management data information.
BMC Remedy Microsoft Excel Database Backups Troubleshooting Windows Technical Support Software Asset Management Problem Management
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Team Lead Operations Analyst
Feb 2010 - Mar 2015
Ability to lead and maintain effective Operational services, while functioning as part of a Global Team, ensuring procedures are followed and providing guidance for teammates.
  • Regularly meet Service Level Agreement objectives by prioritizing problems/incidents, ensuring SLA's are met and escalating those that are outside the scope of the group.
  • Work closely with customers/clients and vendors to provide services, drive change and provide solutions in a multi-tiered, High Availability environment.
  • Lead 4 shifts in 24x7x365 Data Center functions, ensuring work schedule meets the needs of the business, ensuring coverage during scheduled and unscheduled time off.
  • Challenge teammates to ensure they are setting development goals for self-improvement.
  • Research problems and provide solutions to Management staff.
  • Assist with the renegotiating / contracting of vendor services.
  • Participated in Lean Diagnostics, removing several processes from Data Center Operations daily functions creating time savings.
  • Incident and Problem Management triage and escalation following best practice protocol for Incident and Problem resolution in the ERP and SAP High availability environments.
  • Monitoring batch performance for ERP, SAP and other critical applications in a production, test and development environments.
  • Monitored inventory for cleaning / production tapes and labels to maintain on-hand supply for ERP systems, ordering when necessary.
  • Delegating duties amongst the team.
  • Managed the Building and Data Center Access databases via Lotus Notes.
  • Performed monthly audits of all US Data Centers.
  • Created hardware break/fix tickets, open
  • track and update tickets via Remedy.
  • Provided manual server reboots for UNIX and Windows platforms.
  • Supported and assisted with the coordination of the RTP and Zebulon Data Center planned outages to ensure support staff and DC Ops worked in concert to ensure a successful planned outage.
  • Assisted with the decommissioning of NetApp servers and removal from racks.
BMC Remedy Database Backups ERP SAP Windows Provisioning TSO/ISPF Technical Support Problem Management
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Oversight and editor
May 2012 - Jan 2014
GlaxoSmithKline (Project)
  • responsibilities for communication processes of the IT Hosting Services Organization to ensure effective messages to staff, stakeholders and customers.
  • Management of news publication including trusted news editor to handle operational reviews / publishing on the ITHS and EIS news channels via SharePoint and PowerPoint.
  • Contribute to the quality and timeliness and targeting on communications to our staff, stakeholders and customers, updating Team and Topic Sites in SharePoint while maintaining creativity.
  • Monthly reporting metrics on Team and Topic site usage to upper Management.
  • Biweekly status presentation to upper Management Team using PowerPoint and Excel.
  • Following and publishing Changes to ensure communications to stakeholders.
  • Partnership with functional project teams to ensure coordinated and aligned communications to drive strategic as well as project messages to over 380 teammates.
VPN
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Lead Operations Analyst
Information Technology
Jun 2006 - Feb 2010
ACS
  • Functioned in an outsourced Service Management Role for the RTP Data Center.
  • Ensured performance needs and service levels were met.
  • Approved timesheets, time off requests, overtime and oversaw all scheduling aspects to provide the client with adequate coverage.
  • Liaise with vendors and other departments when necessary on behalf of the customer.
  • Support the Operations staff and my Manager to make sure the organizational needs are met and the client data and systems are available and secure.,
  • Identify and create solutions for continuous process improvements on behalf of the customer.
  • Research, identify and report missed Service Level Agreements Work on various projects effectively with teammates across geographic areas.
  • Investigate and resolve issues with production processes, daily procedures and escalating when necessary as the first point of contact.
  • Also function as Database Application support for several products, including Web Time Sheet, eRoom and SharePoint Dashboard for the GSK account.
MS SharePoint Troubleshooting Provisioning Problem Management Microsoft Excel VPN
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Operations Analyst
Aug 2003 - Jan 2006
Hewlett Packard
  • Maintain system performance to ensure availability to avoid system degradation, being the first point of contact for mainframe system and batch issues.
  • Monitor and maintain GSK's production and nonproduction systems in a Z-Series Mainframe and multi-tiered environment.
  • Troubleshoot problems on several platforms using MVS, JES2, TSO/ISPF and SA/390.
  • Monitor via SA390, using PC based 3270 terminal emulation.
  • Track and record customer problems using the Remedy ticketing system and following problem / resolution through to completion.
  • Perform Incident and Problem escalation Management with a sense of urgency according to Best Practice Protocol.
  • Handle ad-hoc scheduling requests and monitor batch processing on both the Mainframe and UNIX environments, using Maestro and Tivoli Workload Scheduler. Responsible for running file restores via NetBackup, and VERITAS, and server reboots upon request. Previous experiences
ERP SAP Technical Support
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Sr. Systems Analyst
Information Technology
Jan 2000 - Jan 2003
Richmond, VA
BMC Remedy Troubleshooting Windows TSO/ISPF Technical Support Problem Management
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Mainframe Help Desk Support - SABRE
Jan 1999 - Jan 2000
Winston Salem, NC
Troubleshooting Windows
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Jan 1998 - Jan 1999
Durham, NC
Data Center BMC Remedy Troubleshooting TSO/ISPF Problem Management
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Computer Operator
Jan 1998 - Jan 1998
Raleigh, NC
BMC Remedy Data Center Troubleshooting Windows TSO/ISPF Technical Support Problem Management
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Computer Operator - Data Center - (part-time)
Jan 1992 - Jan 1998
Raleigh, NC
No skills were added
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Computer Operator - Data Center Support IBM
Jan 1991 - Jan 1994
Franklin Lakes, NJ
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
Attended in Computer Operations Support
Computer Processing Inst, 1988 - 1989

Diploma Data Center Operations Support

Attended in Undeclared
Rutgers University, 1980 - 1982
Certifications
ITIL Foundation- Certification
2011
Oracle Programming in a Corp Envivronment
2004
Skills
Problem Management
2018
16
BMC Remedy
2018
12
Technical Support
2019
12
Troubleshooting
2019
12
Windows
2018
12
Provisioning
2018
11
TSO/ISPF
2018
11
Database Backups
2018
8
VPN
2019
8
ERP
2015
7
Microsoft Excel
2019
7
SAP
2015
7
Stakeholder Engagement
2018
1
MS SharePoint
2019
6
Change Management
2019
1
Citrix
2018
1
Linux
2018
2
UNIX
2018
2
VMWare
2018
2
Workforce Planning
2018
2
AIX
2018
1
Data Center
1999
1
Software Asset Management
2019
1
Asset Management
2019
1
Application Support
2019
1
BMC Atrium
2019
1
CMDB
2019
1
Compliance
2016
1
Configuration Management
2019
1
Crystal Reports
2019
1
Data Management
2019
1
HIPAA
0
1
ITIL
0
1
LDAP
0
1
Pandora OOTB
2019
1
Process Improvement
2019
1
Project Management
0
1
Software Application Support
2019
1