Ivan Butler
Raleigh,NC
Summary
To pursue a highly rewarding career in computer information, using programming skills of creative direction, database development and brand building expertise, with unyielding commitment to work effectively for a successful growing and profitable operation. A successful and well-rounded professional, having gained experience across a range of practice areas including computer programming, networking, security, database development and/or web design and development. Possess strong interpersonal communication skills with a proven ability to excel as part of a team, while also confidently taking initiative when appropriate. Equip with exemplary leadership skills and a detail-oriented approach to all tasks, consistently striving to complete all work to the highest possible standard. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
13
13
years of professional experience
Work History
Support Systems Analyst
Fidelity Investments
01.2018 - 01.2023
- Application monitoring and remediation support
- Hardware, server and operating system support
- Network support
- Mainframe support (production and development)
- AS400 platform support
- Security Operations support
- Enterprise Systems Components
- General Computing Environments
- Vendor Management
- Work with Operating systems (e.g
- Unix, Linux, Windows) and server hardware knowledge (e.g
- HP, Dell machines), and experience supporting the following technologies: AIX, Linux, Solaris, ESX, Windows, Xen
- Provide proactive and reactive identification, isolation, escalation, and remediation support of technical issues to multiple disciplines including Application, Distributed Systems, Network, Mainframe, Application, and SOC
- Problem Solving and Incident Management skills
- This requires decision-making, troubleshooting, quick thinking, knowledge of the environment, and an understanding of FSC processes with the drive to deliver a high level of customer service
- This includes working in the ServiceNow application, creating incident/problem/change tickets and working them until completion
- Manage conference bridges (customer and technical) during a crisis while driving the business and technical support groups for resolution, mitigation of impact, and ultimately, root cause
- Participate in Application and Network Traffic Routes in support of releases and installs in the production environment, or to resolve production issues
- Identify and implement automation opportunities using HPOO (Hewlett Packard Operations Orchestration) or other similar automation tools
- Perform hardware vendor dispatches following process and assisting in the resolution of issues with vendor supported products
- Complete requests related to general/technical workflow such as filtering alerts, manipulating mainframe regions, and updating operational procedures etc
- Working closely with Batch teams to monitor Batch cycles and troubleshooting root cause of issues in the environment.
- Installed, maintained and repaired company systems involving software, hardware and networking
- Used remote access software for connectivity purposes
- Maintained and updated troubleshooting documentation to keep employees up to speed
- Provided technical support for computer-related problems through email, telephone and hands-on support
- Responded to customer inquiries and provided technical assistance over phone and in person
- Diagnosed and troubleshot hardware, software and network issues
- Researched and identified solutions to technical problems
- Configured hardware, devices, and software to set up work stations for employees
- Created user accounts and assigned permissions
- Monitored system performance to identify potential issues
- Installed and configured operating systems and applications
- Tested new software and hardware prior to deployment
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Offered assistance in implementing and developing training programs
Sr End User Support Technician
Fidelity Investments
01.2013 - 01.2018
- Monitor FIMT Global Network: Which includes the United States, India, London and China
- Actively working on Disaster Recovery Team
- Held accountable to ensure that DR Drill and AS400 Transition run smoothly from Command Center perspective
- Provide technical assistance and support for incoming issues related to computer systems, software, and hardware
- Respond to issues either in person or over phone
- Maintain daily performance of computer systems
- Respond to email messages for customers seeking help
- Modify and repair computer software
- Walk users through problem-solving process
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Assists in the development and implementation of security policies and procedures (e.g., user log-on and authentication rules, security breach escalation procedures and use of firewalls and encryption routines)
- Assist customers with security issues such as password resets for active directory accounts, AS400 trading accounts, database accounts, and batch job accounts
- Assist customers by issuing access codes for the ability to decrypt/encrypt files/emails and also provide firecall access to users
- Supports management in the enforcement of security policies and procedures by administering and monitoring security profiles
- Assist with the creation of documents for compliance with IT policies and/or governmental laws or regulations
- Resolves moderately complex issues regarding information security and/or governmental law or regulation compliance
- Assists in identifying security risks and exposures by participating in security reviews, evaluations and risk assessments.
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Walked individuals through basic troubleshooting tasks
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Monitored systems in operation and quickly troubleshot errors
- Provided basic end-user troubleshooting and desktop support
- Installed, modified, and repaired software and hardware to resolve technical issues
- Configured hardware, devices, and software to set up work stations for employees
- Configured hardware and granted system permissions to new employees
- Diagnosed and troubleshot hardware, software and network issues
- Offered assistance in implementing and developing training programs
I.T. Coordinator
TYM-USA Inc.
01.2011 - 01.2012
- In charge of tracking, maintaining, and servicing over 40 computers (laptops & desktops) and also several servers
- This includes hardware/software installation and repairs, virus prevention and removal, routine tune ups as well as purchasing equipment
- Responsible for the financial planning and installation of Windows 7 on over 40 workstations
- Worked closely with the local computer company to help design video commercial advertisements for local television stations
- Single handedly created and designed company flyers, photos as well as poster/billboard advertisement graphics for company website and brochures
- Responsible for company network setup as well as domain setup for Wilson, NC location as well as Redmond, OR location
- Worked closely with parent company, TYM -Tractors based out of Korea, to design and develop company website
- Close contact with over 200 dealers across the United States, providing both customer support as well as support for tractor programming issues
- Also responsible for re-programming over 30 defected tractors returned to us by dealers
- Worked closely with Navigator Business Solutions to install ERP program SAP Business One; held the title of Project Manager of this project and was responsible for financial planning
- Also, accountable for complete data migration from QuickBooks into SAP B1 as well as the training of over 25 employees.
- Entered data, generated reports, and produced tracking documents
- Handled incoming and outgoing shipping and receiving activities
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
Database Programming Intern
(QOE) Quality Office Equipment, Inc.
01.2010 - 01.2011
- Designed, developed and implemented custom database to help track sales team for the company
- Designed, developed, and implemented custom database to help track sale of toner cartridges for newly launched side company, Quality Office Supplies
- Assisted with the design and development of company website
- Assisted the local computer company with the setup of company network
- Placed over 20 laptops and PC onto the network
- Also responsible for network set for several printers, fax machines, as well as copiers
- Assisted with the hardware as well as software installation for the company as well as customers who purchased office equipment from QOE
- Trained over 15 employees, enabling them to operate software such as MS Access 2010 and MS Excel 2010
- Provided customer support for customers calling in with network related problems related to copiers
- Also provided customer service to walk-in customers, as well as solving problems or answering questions.
- Analyzed, reviewed and revised programs to increase operating efficiency
- Worked with analysts to prepare test plans and assess test data
- Collaborated with other developers to refine software design and implementation
- Debugged problems caused by hardware, operating systems software, application programs and network failures
- Created databases, data entry systems, web forms and other applications for diverse uses
- Improved software efficiency by creating automated scripts and tools
Education
BS Computer Information System -
North Carolina Wesleyan College
Rocky Mount, NC01.2010
Skills
- Strong Computer Skills and Exposure to Microsoft Word, PowerPoint, Excel, Access, Outlook, Visual Basics, Publisher, Illustrator, Photoshop, C, Java, HTML, PHP, SQL Server, Windows XP, Vista, Windows 7 & 8, MySQL, AS400
- Excellent Verbal and Written communication skills with a very likeable personality and great customer service skills
- Basic PC Upgrades/Repairs, Network Cabling, Connectivity Troubleshooting, Experience with Terminating Fiber Optics
- Strong Teamwork and Leadership abilities
- Support ticketing systems
- Maintenance support systems
- Research Support
- Systems maintenance
References
References are available upon request
Timeline
Support Systems Analyst
Fidelity Investments
01.2018 - 01.2023
Sr End User Support Technician
Fidelity Investments
01.2013 - 01.2018
I.T. Coordinator
TYM-USA Inc.
01.2011 - 01.2012
Database Programming Intern
(QOE) Quality Office Equipment, Inc.
01.2010 - 01.2011
BS Computer Information System -
North Carolina Wesleyan College
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