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Technical Subject Matter Expert Resume Example

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TECHNICAL SUBJECT MATTER EXPERT
Professional Summary
  • Results-driven IT Professional with robust educational foundation and progressive experience in Project Management, Application Development, Data Management, Troubleshooting and Technical Support. 
  • Over Eighteen (18) years of experience in Application Support and Data Analysis
  • Cultivates and maintains key relationships with management, strategic partners, clients, and colleagues.
Skills

Support and Data Analysis for the following applications.

ITSM

Access Care Universal Ticket (ACUT)

PeopleSoft

SAP

ClearVision

Microsoft Word, Excel, Powerpoint, Microsoft Access, Microsoft Projects.

Business Objects Reports

SQL

Crystal Reports

TOAD
Additional Information

  • Certificate of Recognition - Most tickets resolved within Technology Enterprise Applications Department at Cable & Wireless Communications.
  • Certificate of Recognition - For contribution towards the implementation of the ITSM project. (Cable & Wireless Communications).
Work History
Technical Subject Matter Expert, 03/2014 to 03/2016
Ericsson – Kingston, Jamaica
  • Responsible for the successful coordination of IT Operations on customer's technology platforms.
  • Collaborates with teams of Engineers that monitor and perform routine activities as well as responding to daily incidents and requests, to guarantee consistent efficient network performance and application support for a major client.
  • Key Contributions: Ensures the successful delivery of all Managed Services project phases in accordance with predetermined scope, budget, schedule and client expectations.
  • Oversees all activities of the IT teams, ensuring output is in compliance with company and client regulations.
  • Provides visionary leadership, expert system advice, strategic direction and oversight to ensure effectual operations and goal attainment.
  • Acts as liaison between clients, cross-functional teams and key stakeholders.
  • Translates business needs into technical terms and vice versa.
  • Conducts assessments and prepares weekly performance reports for delivery to clients using Microsoft Excel and Powerpoint.
  • Created and Scheduled reports for Spare Parts as well as Network Trouble Tickets.
  • Provides daily end user support and system configuration for Fault Management system(ACUT) and device management system, ClearVision.
Senior Application Specialist, 01/2011 to 01/2014
Cable and Wireless Communications LIME – Kingston, Jamaica
  • Provided technical expertise in ITSM Application development and support as well as handling client and technology relations.
  • Administered IT Service Management (ITSM) system to provide management and control of all IT activities. ·     
  • Streamline operations for data gathering and complete element configuration and relationship of the CMDB. ·     
  • Spearheaded the development of Incident Tracking sub-systems to automate outdated manual processes, which resulted in greater transparency and accountability throughout other departments. ·    
  • Utilized reporting tools such as TOAD, SQL and Crystal Reports to design ad-hoc system reports which resulted in enhanced reporting on overall performance measurement across multiple Business Units within the Caribbean.
  • Steered, coordinated and directed the delivery of comprehensive regional ITSM Application training on Change Management, Problem Management, Service Management and Incident Management processes. ·    
  • Simplified the process of reporting incidents through the design and development of self-service portals for Finance and HR operations, resulted in increased efficiency and productivity. ·     
  • Furnished end-user support and maintenance for Incident Tracking System (AccessCare) and the diagnostic application (ClearVision).
Application Specialist, 01/2006 to 01/2011
Cable and Wireless Communications (LIME) – Kingston, Jamaica
  • Responsible for providing oversight and administrative support of the Systems Applications and Products (SAP) as well as Enterprise Resource Planning (ERP) systems.
  • Performed fundamental support and BASIS administrative functions for SAP Finance ERP system.      
  • Maintained all master data records and monitored financial accounts in SAP.
  • Managed the transporting of data between different SAP systems. ·     
  • Processed batch job failures and maintained approval workflow.
  • Standardized vendor coding for Logistics operations through the development of a coding application using Microsoft Access. ·     
  • Maintained and delivered support to users utilizing Human Resources ERP platform, PeopleSoft.
Senior Support Analyst, 01/1997 to 01/2006
Cable and Wireless Comunications (LIME) – Kingston, Jamaica
  • Provided guidance, training and technical support for Customer and Logistics applications.
  • Handled all facets of systems administration, as well as user training and data base administration for Material Management Information System (MMIS).
  • Served as a key resource on regional deployment of the MMIS application throughout other Business Units across the Caribbean. 
  • Managed Invoice Matching/Payment Processing application by providing support and maintenance services for multiple Business Units.      
Education
Bachelor of Science: Computing with Management Studies, 2004
University of Technology (UTECH) - Kingston, Jamaica
GPA: Upper 2nd Class Honors
Associate of Science: Computer Studies, 2002
University of Technology (UTECH) Jamaica - Kingston, Jamaica
Computer Studies - University of Technology (UTECH), Kingston, Jamaica Certificate, ITSM Accelerate Development & Administration - iET Solutions, USA Foundation Certificate, IT Service Management - Information Systems Examination Board (ISEB) Thompson Netg Online Course, SQL Fundamentals - LIME (Cable & Wireless Communications), Kingston, Jamaica Certificate, Project Management - Advanced Technology Systems, Kingston, Jamaica Certificate, Visual Basic Programming :
Diploma:
Management Studies - The Jamaican Institute of Management, Kingston, Jamaica Certificate, Personal Computer Systems Operations (Distinction) - Computer & Business Institute, Kingston, Jamaica Certificate, Supervisory Management, DBASE III - Institute of Management & Production (IMP), Kingston, Jamaica Certificate, AAT Intermediate Examination- The Association of Accounting Technicians (AAT) :
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Resume Overview

Companies Worked For:

  • Ericsson
  • Cable and Wireless Communications LIME
  • Cable and Wireless Communications (LIME)
  • Cable and Wireless Comunications (LIME)

School Attended

  • University of Technology (UTECH)
  • University of Technology (UTECH) Jamaica

Job Titles Held:

  • Technical Subject Matter Expert
  • Senior Application Specialist
  • Application Specialist
  • Senior Support Analyst

Degrees

  • Bachelor of Science : Computing with Management Studies , 2004
    Associate of Science : Computer Studies , 2002
    Computer Studies - University of Technology (UTECH), Kingston, Jamaica Certificate, ITSM Accelerate Development & Administration - iET Solutions, USA Foundation Certificate, IT Service Management - Information Systems Examination Board (ISEB) Thompson Netg Online Course, SQL Fundamentals - LIME (Cable & Wireless Communications), Kingston, Jamaica Certificate, Project Management - Advanced Technology Systems, Kingston, Jamaica Certificate, Visual Basic Programming :
    Diploma :
    Management Studies - The Jamaican Institute of Management, Kingston, Jamaica Certificate, Personal Computer Systems Operations (Distinction) - Computer & Business Institute, Kingston, Jamaica Certificate, Supervisory Management, DBASE III - Institute of Management & Production (IMP), Kingston, Jamaica Certificate, AAT Intermediate Examination- The Association of Accounting Technicians (AAT) :

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