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Bisceglia
bnixon82@gmail.com
904-635-3378
6255 Morse Oaks Cir
Jacksonville, FL 32244
Production Support/Triage Lead/Data Analyst
12 years experience W2
3
Recommendations
Average rating
153
Profile views
Summary

  • Excellent incident and problem management skills.
  • Experienced with Oracle databases.
  • Great process and system management skills.
  • Participated in 365/24/7 on call support rotation.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook, Visio, Project).
  • Knowledgeable in Service Operations Concepts (ITIL).
  • Able to work fast-paced, under pressure, and with time constraints.
  • Excellent technical writing skills.
  • The ability to work on an individual basis as well as with a team.
  • Ability to accept change and quickly adapt to new situations.
  • Strong interpersonal and communication skills, both written and verbal.
  • Ability to multi-task and switch priorities quickly.
  • Great analytical and process management skills.

Experience
Production Support/Triage Lead
Banking/Financial
Feb 2011 - Mar 2017
  • Provided daily remote or onsite level one support for over nine hundred applications in the Investment Banking organization to clients including logging and monitoring calls/emails the ticket tracking system called Maximo and Remedy
  • Monitored, analyzed, and resolved complex system issues for applications, operating systems and networks, and triage customer support calls for Tier 2 / Tier 3 escalation service
  • Provided timely communications to executive management regarding updates and resolutions to production issues Ensures that Incidents and problems are resolved within OLA (Operational Level Agreement) and SLA (Service Level Agreement)
  • Served as a liaison between the line of business and the technical team
  • Provided subject matter expertise for Line of Business inquiries Escalates unresolved issues to 2nd level support
  • Worked with development to identify and QA test bug fixes and assist QA with software testing
  • Created and maintain documentation and knowledge base for production support activities and ticket triage
  • Created advisories for scheduled application outages
  • Created and review release notes for software applications and perform system checkouts during release and maintenance event
  • Participated in 24x7 on call coverage for high severity and after-hour incidents Operations Analyst/Reporting Data Analysis
Production Support Analysis Data Analysis Maximo Documentation Quality Assurance Technical Support Microsoft Office BMC Remedy
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References
Average Rating

2 recommendations
Sr. Retail Loan Processor - Dealer Financial Services
Banking/Financial
Oct 2010 - Feb 2011
  • Performed Monthly and ad hoc reporting for Dealer Financial Services
  • Documented and updated procedure guide for each line of business
  • Used computer skills to write SQL queries in TOAD for reporting
  • Set up new auto and specialty dealer records
  • Performed maintenance of dealer records
  • Performed quality analysis on new dealer record set ups
  • Answered incoming phone calls and emails from dealers
  • Prepared and sent blast fax communications to dealers
SQL TOAD Analysis
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Computer Science
Georgia Southern University, 2000 - 2004
Skills
Analysis
2017
6
BMC Remedy
2017
6
Data Analysis
2017
6
Documentation
2017
6
Maximo
2017
6
Microsoft Office
2017
6
Production Support
2017
6
Quality Assurance
2017
6
Technical Support
2017
6
Microsoft Excel
0
1
Oracle
0
1
Problem Management
0
1
SQL
2011
1
TOAD
2011
1