Colleen E Carter
Philadelphia,PA
Summary
Dynamic Senior Systems Engineer with over 20 years of progressive experience in technical support, including impactful roles as an Application Support Engineer at Comcast and a Technical Service Delivery Specialist at SunGard Availability Services. Demonstrated expertise in incident and problem management, consistently optimizing service delivery and enhancing operational efficiency to improve customer satisfaction. A strong focus on collaboration and adaptability fosters effective teamwork in fast-paced environments, while robust analytical skills facilitate successful problem resolution and process improvement initiatives. Committed to delivering reliable service outcomes and consistently achieving results through strategic service management practices.
Overview
31
31
years of professional experience
Work History
Senior Technology Service Management Analyst - ITS
CSC Global Financial Markets
03.2019 - Current
- Analyzed service management data to identify trends and improve operational efficiency.
- Developed and implemented process improvements to enhance service delivery quality.
- Collaborated with cross-functional teams to optimize service response times and customer satisfaction.
- Led initiatives to streamline incident management processes, resulting in improved resolution rates.
- Evaluated performance metrics and generated reports to inform strategic decision-making processes.
- Conducted root cause analyses on major incidents, leading to the development of preventative measures that reduced future occurrences.
- Developed comprehensive documentation to support the implementation of new service management tools and processes.
- Optimized resource allocation by carefully tracking workloads and adjusting team assignments as needed.
- Developed and maintained a comprehensive knowledge base of support materials, enabling quicker diagnosis and resolution of common issues.
- Reduced downtime, optimizing system performance through continuous monitoring and analysis of key metrics.
- Improved service management processes by analyzing and implementing best practices in ITIL framework.
- Streamlined workflow for better efficiency with a proactive approach to problem-solving and incident management.
- Played a critical role in maintaining high levels of data integrity through rigorous validation procedures and controls implementation.
- Maintained excellent communication channels between stakeholders through regular meetings, status updates, reports presentation.
- Collaborated with cross-functional teams to ensure seamless integration of service management initiatives.
- Implemented change management strategies, minimizing disruptions to daily operations during system transitions.
- Mentored junior analysts on best practices for data analysis and reporting techniques.
Technical Service Delivery Specialist II
SunGard Availability Services
09.2007 - 06.2014
- Colleen was responsible for duplicating client environments in preparation for disaster recovery exercises. She provided technical expertise to both customers and consultants, helping to develop and enhance system recovery methodologies, practices, and procedures. Her role involved hands-on assistance with recovering Sun Solaris and HP-UX operating systems and executing application and managed data recoveries using industry-leading backup software such as Tivoli Storage Manager, Veritas, Legato, and Data Protector. She supported Customer Managed Recovery and provided thorough support and problem resolution for customers. Colleen researched issues on various computer systems and databases to resolve customer outages and answer inquiries. She trained new employees and explained protocols clearly and efficiently, maintaining composure and patience in challenging customer situations. Courtesy and strong interpersonal skills characterized all her customer interactions.
UNIX Console Room Operations
Bloomberg LP
09.2004 - 09.2007
- Colleen monitored and maintained Bloomberg functionality through HPOpenview for problem tracking. She used internal Bloomberg UNIX-based functions and basic scripting for tasks such as database creation, copy, restore, and remote operations. Her responsibilities included machine maintenance, system restore, system reboot, and nightly machine turnaround. She implemented projects and documented tasks, oversaw system console administration, provided Bloomberg terminal client support, and managed problem escalation. Additionally, she trained new employees and communicated protocols effectively.
Technical Support Consultant
SAP America
07.2000 - 01.2003
- In this role, Colleen provided comprehensive technical support and analysis for a variety of SAP R/3 application issues, focusing on system performance and availability. She conducted trend analysis to improve data flow and system functionality, which enhanced SAP R/3 application operations and customer system availability. She resolved licensing and user access issues, adjusted SAP R/3 memory management parameters, and ensured optimal performance of the Network Operating System and database buffer synchronization. Her work contributed to the constant availability of customers’ core business functions and modules. She also consulted on MS SQL Server database administration.
Operations Analyst / Computer Operator Level II
SAP America
03.1998 - 07.2000
- Colleen performed centralized monitoring of SAP transaction RZ20 CCMS and provided continuous user and client support for both on-site and remote customers. She conducted system checks such as Going Live Analysis, verification, Functional Upgrades, and Early Watch System Health Check sessions for clients adding new modules to SAP content management applications. Her support ensured system compliance and minimized upgrade costs and business outages. She resolved and escalated various SAP application issues, monitored and maintained network system servers on the Data Center floor, and provided technical follow-up and problem resolution. Colleen was recognized for her courtesy and strong interpersonal skills in customer interactions and provided base-level IT support to company personnel.
Support Center Technician
Pep Boys
03.1997 - 03.1998
- Colleen provided in-depth customer support for down store locations, addressing issues with SASI registers and register components such as scanners. She facilitated the recovery of hung or locked Point Of Sale UNIX-based sessions at Parts and Service counters.
Network Operator
Pep Boys
01.1995 - 03.1997
- In this position, Colleen monitored, maintained, and troubleshot network problems including down VTAM and VSAM lines and disengaged modem lines for LAN and WAN connections to Pep Boys warehouses in Dallas, Atlanta, New Jersey, and other locations. She provided technical support and follow-up for peripheral equipment issues, including impact and laser printers. Her responsibilities included printing and distributing user reports, backing up user and client files on MVS OS/3090 Mainframe and AS/400 systems, resetting printer connections, and managing passwords through CICS and TSO. She also trained new employees and explained protocols efficiently.
Skills
- Data Center: Troubleshooting proficiency
- Disaster Recovery: Patient and diligent
- Business Continuity: Vast technical knowledge
- UNIX: Technical Support
- SAN: Knowledge transfer
- Supplier management
- Problem management
- Service level management
- Business analysis
- Data analytics
- ITIL expertise
- Strategic planning
Timeline
Senior Technology Service Management Analyst - ITS
CSC Global Financial Markets
03.2019 - Current
Technical Service Delivery Specialist II
SunGard Availability Services
09.2007 - 06.2014
UNIX Console Room Operations
Bloomberg LP
09.2004 - 09.2007
Technical Support Consultant
SAP America
07.2000 - 01.2003
Operations Analyst / Computer Operator Level II
SAP America
03.1998 - 07.2000
Support Center Technician
Pep Boys
03.1997 - 03.1998
Network Operator
Pep Boys
01.1995 - 03.1997
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