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Customised Application Support Analyst Resume
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| Desired Industry: Information Technology |
SpiderID: 3918 |
| Desired Job Location: Vancouver, British Columbia |
Date Posted: 10/20/2005 |
| Type of Position: Full-Time Permanent |
Availability Date: On month notice |
| Desired Wage: 65000 |
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U.S. Work Authorization: No |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Masters |
Willing to Relocate: Yes |
Objective:
LOOKING FOR A PROFESSIONAL CAREER IN INFORMATION TECHNOLOGY AS AN ERP AND/OR APPLICATION/TECHNICAL SUPPORT, IN A REPUTED ORGANIZATION
Experience:
PERSONAL PROFILE
- Total nine years of IT experience mainly with manufacturing and support industries
- Four year Graduate degree in Computer Science
- Two-year SAP , implementation and support experience - logistics modules
- Two years HRMS implementation and support experience ˇV all modules
- Four years Application/Technical Support and project management experience
- Four years System/Network management experience in large scale organization in different platforms
IBM CANADA
TECHNICAL SUPPORT ANALYST- (08-2005 -to date)
The main purpose of this role is to provide internal operational support (mainly web services, internal networking) and technical/application support. Success criteria is highly focused on customer satisfaction helping with QA work, troubleshooting XML, Citrix, VPN & secure connections, updating web knowledgebase, troubleshooting internal network connectivity, as well as managing co-location and web services partner connections. Issues not resolved within the defined timeframes escalated to the next level using REMEDY (ver 6.03) ticketing system
- Provides technical support to IBM clients within stated time guidelines
- Registers all calls in remedy ticketing system, analyses and interprets client inquiries to ascertain and attempt to resolve the issue, using provided trouble trees and technical knowledge.
- Provides accurate solutions to client problems meeting all pre-defined quality measurements
BRITISH AMERICAN TOBACCO GROUP ˇV (BAT)
BAT is the worldˇ¦s second largest tobacco group, with more than 300 brands portfolio, holds robust market positions in regions, and has leadership in more than 50 of the 180 markets. The Group has 81 cigarette factories in 64 countries including Canada, with the name of Imperial Tobacco Company.
APPLICATION SUPPORT ANALYST (02/2001 - 04/2005) - (BAT HEAD OFFICE PAKISTAN)
- Successfully delivered 2nd level technical support to new and current business applications mainly SAP , HRMS, Lotus Notes and oracle based applications and databases.
- Liaison with implementation teams and business analysts in the prioritization of all bugs and change requests ensuring that they fit within the overall technical architecture of the project documented network specification and configuration of the required networking components.
- Coordinated multiple, concurrent projects to ensured work completion within the defined scope, timelines and budget to all agreed milestone, dates are met for all stakeholders, and appropriate escalation when that appears to be in jeopardy.
- Reviewed and/or signoff on documents required for the progress of releases such as System Requirement Specifications(SRS), Functional Requirement Specifications (FRS), release plan, issues log and change requests.
- Ensured project deliverables are in line with production system steady-state offerings and ensured that proper implementation and change control procedures are followed.
- Managed project risk, and ensured quality of deliverables on the release is as per IT security and global standards for all work products of the release.
- Worked closely with project teams, vendors and other business partners to ensure all areas of the release are properly staffed and managed, such as for joint design and development activities, and user acceptance testing.
- Monitored, delivered and evaluated technical support metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation.
- Organized training sessions with project teams and business users, to gather requirements, flesh out designs to define release scope and translated them into an effective system design, while considering and anticipating organizational impact.
SENIOR SYSTEM ADMINISTRATOR (12/1998 - 01/2001) - (BAT FACTORY PAKISTAN)
- In the capacity of Sr. System Administrator, performed Site Management and a Team Lead for a pool of permanent and contract technical staff (20), responsible for the smooth operation of infrastructure, technical support and system administration. Infrastructure included fiber network, firewalls, routers, ML570/370/xSeries servers, SAN, RAID controller, system 32, win98/XP/W2k desktops, DLTs/DATs, satellite and DXX links.
- Managed W2K/NT/Novell/Lotus Notes/UNIX/ERP/exchange and Web application servers to perform IDs management, hot fixes/upgrades, software installs/upgrades, troubleshoot SAN (storage area network) , RAID controller, I/O interfaces, switches, tape libraries on the back-end of the cluster servers, volume shadowing/mirroring and backup/restore procedures
- Utilized the call ticket management system (REMEDY ver 3.0), service management to record, monitor and track call tickets for support services according to SLA, change requests, asset management, including all break/fix issues, work requests, documentation of interaction with end-users, support teams (and external partners), and resolution of problem.
- Ensured new project deliverables are in line with IT security policy that proper implementation and change control procedures followed.
- Assisted in the preparation of the annual budget, including compiling data, made revenue projections and recommended service levels and enhancements; monitored and tracks expenditures, ensured the department remain within approved budget allocations.
- Performed administrative support duties such as negotiating pricing agreements with vendors for equipment, supplies, printing services and office equipment maintenance under established guidelines; processes bills and invoices for payment; prepares and transmits a variety of financial documents and maintains records of financial transactions; may oversee the collection and record keeping of and/or collect and account for fees and other monies collected
BAYINDIR CONSTRUCTION INC. (MOTORWAY PROJECT PAKISTAN)
SYSTEM OPERATOR, (06/1998 - 11/1998)
KHYBER CONSULTING ENGINEERS - PAKISTAN
SYSTEM ADMINISTRATOR, (10/1997 - 05/1998)
AL-KHAIR UNIVERSITY PAKISTAN
INSTRUCTOR/NETWORK ADMINISTRATOR, (08/1995 - 09/1997)
Education:
- Master degree in computer science
- One year post graduate diploma in computer science
- One year computer hardware and networking diploma,
- Three years diploma in associate mining engineering,
- Various computer courses/certification, mainly CNA, LNA,SAP, HRMS, AD, and AutoCAD
- Project management prince 2, strategic planning., people leadership, resource management, communication workshops, six sigma, vendor management/negotiation and influencing.
Skills:
TECHNICAL SKILLS
- In the capacity of Application Support Analyst, implemented several business systems and performed Support for SAP, HRMS, CS3, SCADA, buying systems, oracle, lotus notes & web-based applications.
- In the capacity of Senior System Administrator, performed Site Management & Team Lead for a pool of permanent/contract technical staff (20), responsible for the smooth operation of infrastructure, technical support and delivered system administration for various operating system and servers.
- Excellent Knowledge of Windows 2000/XP/NT/Novell/Unixware Architecture including registry and file system, Application scripting/packaging distribution experience using SMS/Studio Package, e-policy, LAN client manager, scrip logic, policy maker , MSI, Radia, Ariba buyer, UAR, Kixstart., J2EE application servers, RDBMS, web servers/application server, .NET, XML, exchange 2003 and Outlook Web Access.
- Hands on experience of SAP, HRMS (Mill-soft/peoplesoft), Remedy, Oracle 8i/9i, MS SQL, ODBC/JDBC, Business Objects, Lotus Notes, (client/domino) MS Project, MS Office, Visio, auto CAD, Civil CAD, , RSA/secure ID token, and mainframe emulator for AS/400, S32, Falcon, SYS (A,F,G,H)
- Experience in clustered server, IP pool assignment, high-end servers (Compaq/IBM), DLT/DAT, Arcserve, SAN, SCSI/RAID controls, fiber/UTP Infrastructure, LAN/WAN networking, routers, switches, TCP/IP , high availability/failover techniques, disaster recovery/business continuity plans, and data replication technologies
MANAGEMENT SKILLS:
- Strong problem-solving skills with a keen intuition of software and networking scripting.
- Excellent Project Management skills for creation and deployment of plans using prince 2
- Strong writing, communications, presentation, planning, interpersonal and leadership skills
- Exceptional customer communications and vendor management in technical support scenario
- Ability to be innovative, multi-task skills when dealing with several projects
- High level of ability to work both independently and in a team environment
Additional Information:
SAP 4.7 IMPLEMENTATION AND SUPPORT:
BAT Pakistan is the first multi operational company in Asia pacific to go live on SAP R/3 4.7 (All modules) for HQ, two factories, nineteen (19) distribution warehouses and four (4) regional offices with global & international standards and was implemented by GSD Malaysia. I was a team player from support group, and performed the following for the implementation of logistics modules. The project was implemented in one-year time.
- Migrated master & transactional data for PM and MM modules.
- Developed Functional Locations, Assemblies, Assembly BOMs, E. BOMs, Task Lists, and Maintenance Items using data templates.
- Maintained cost and fund centers hierarchies.
- Developed authorization matrix to assess the control deficiencies and proposed roles & their relative access privileges.
- Tested user roles at various levels in business workflows
- Developed reports variants according to the needs of the end-users.
- Organized training sessions with project teams and business users, to gather requirements, flesh out designs, and define release scope.
HRMS IMPLEMENTATION AND SUPPORT:
Implemented companyˇ¦s payroll system for over 3000 employees work environment including permanent, contactors and seasonal staff, a system upgrade from UNIX payroll to a complete HRMs solution , covers all major modules including payroll, HR, Private payments, time office management system, budget, pensioners, self service, security, module setup and GL interface to SAP. The project was implemented in one-year time, later performed the enhancement work and support for another one year.
LEAF AUTOMATION SYSTEM IMPLEMENTATION AND SUPPORT:
Implemented leaf automation system, covered all major process for supply chain management and data integration with SAP. Infrastructure included oracle 9i, HMI, handheld barcode readers/PDAs, barcode scanners, and wireless communication. This system was developed in three years time, first year, deployed for 6 depots at one region, 2nd year entire leaf area 25 depots and warehouses, GLT plant, and 3rd year, system rollout for 11 different markets in Asia pacific. Project became global system; total spent over of the project was 30% of the company plan.
GLOBAL NETWORK SETUP AND UPGRADE:
Setup and upgraded global standard network architecture (GENA) for more than 2000 users network for 47 different locations, including two factories, head quarter, 25 leaf depots and 19 marketing warehouses across the country. This was a major change in the IT infrastructure demanding, infrastructure upgrade from BNC/UTP to state of the art fibre backbone, DXX links to satellite and the min. PC requirement was P4 with W2K and Office 2000. The project was done in a record short time of eight months.
SCADA SYSTEM AND QUALITY SYSTEMS IMPLEMENTATION
Implemented quality system for green leaf treasure plant with data interface with SCADA to control 200 motors movement through PLC to meet the quality requirements of product based on the previous partial size distribution and moisture content tests gathered from quality systems. The system was developed in oracle and PLC logics were developed using RS logic, RS view.
Reference:
upon request
Candidate Contact Information:
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