JONATHAN M. MOUTOUX
Langhorne,PA
Summary
APPLICATION SUPPORT/DATA ANALYS IS
Professional with extensive experience maintaining and debugging software applications and analyzing
application effectiveness to identify possible bottlenecks and remedies. Demonstrated proficiency in deploying
custom-built test scripts, acquiring system metrics, and conducting analyses to detect technical glitches. Skilled at
providing continuing technical assistance for applications to affirm optimal durability and dependability,
analyzing data, and resolving operational and technical issues with the programs.
Overview
15
15
years of professional experience
Work History
Application Support Specialist
Cenlar FSB
Ewing, NJ
01.2015 - Current
- Coordinate with clients and vendors to establish host connections and develop automated FTP scripts using the
- MOVEit FTP program
- Perform SLA tracking, clear up application matters, and deploy application upgrades for the organization
- Assist the IT team with Salesforce application management server upgrades and deployments
- Review XML and Firewall logs to fix SSO and FTP connection snags using SQL server to extract records for research and data analysis
- Accomplished and generated monthly SLA reports that tracked client-specific and enterprise-wide KPIs
- Broadened and specified SLA reporting metrics by expanding tracking scope
- Kept application-based disaster recovery servers and constituted the application to interface with internal and external production environments
- Oversaw upgrading and altering the T-REC application before it migrated to the Azure platform
- Engaged directly in the team entrusted with upgrading the FTP platform and improvements to the server and client machines
- Handled the QA testing procedure in migrating to Microsoft Azure cloud servers and protecting existing platform configurations
- Helped set up file transfers via FTP for HAF, systematizing internal file delivery to accelerate processing
- Enhanced team members' technical knowledge and equipped them to tackle application disputes.
Desktop Support
Cenlar FSB
Ewing, NJ
01.2014 - 01.2015
- Offered technical aid to end users by investigating and answering application obstacles at the desktop level
- Identified and remedied daily challenges to retain the system's functionality in line with business objectives
- Managed the imaging and deployment of PCs to multiple machines across a network, along with installing and associating Citrix thin clients in a server environment
- Created and ran user accounts and permissions to grant network access and rectified faults with
- LAN/WAN and VoIP telephone connections.
Help Desk Agent
Cenlar FSB
Ewing, NJ
01.2010 - 01.2014
- Switched to the Service Delivery department to bridge the gap between users and the organization by proactively serving as a point of contact for technical questions and problem-solving
- Escalated troubles and spoke with technical teams to ensure timely resolution and SLA compliance through support groups and the entry and processing of CSR requests
- Developed information guides and processes, taught new staff, and boosted their technical adeptness
- Wrote a variety of training manuals and applied them throughout the company
- Recognized by management for remarkable speed and accuracy in assessment and response support.
Client Specialist
Cenlar FSB
Ewing, NJ
01.2009 - 01.2010
- Dealt with mortgages for high-profile clients and abetted consumers with lending by providing general information and settling outstanding customer concerns
- Interacted with customers via phone and written communication, addressing dilemmas and concerns and presenting products, services, and promotional offers
- Cross-trained for credit union programs serving higher-level profiles, stressing pleasant customer interactions
- Promoted products and services in addition to emphasizing client satisfaction and retention
- Received multiple customer service awards and promotions for affording exceptional customer service.
Customer Service Representative
Cenlar FSB
Ewing, NJ
01.2008 - 01.2009
- Represented the company by answering incoming client calls for credit support, disseminating essential information, and clarifying customer complaints by taking appropriate steps
- Administered a variety of initiatives in addition to checking and updating loan data
- Used advanced technology to explore and address concerns while giving ongoing first-call resolution.
216
Langhorne, PA
- Phone: 215-688-3124
- Jmoutoux@cenlar.com
Education
Bachelors of Science - Bible and Youth Ministry
Cairn University
Skills
Applications SupportData AnalysisIT Help DeskTechnical TroubleshootingConfiguration ManagementPerformance OptimizationLeadership/ManagementTraining and DevelopmentCustomer Service/SatisfactionInterpersonal CommunicationAnalytical/Problem-SolvingTime ManagementTeamwork/CollaborationAttention to DetailPlanning and OrganizationTECHN ICAL PROFICIEN CIESOperating Systems: Microsoft Windows X, Windows Server 2008, Android, iOSNetworking/Telecom: LAN/WAN Administration, SQL Server, VPN, Cisco Routers and Switches, VoiceOver Internet Protocol (VoIP), Cisco Video Conferencing SystemMiscellaneous Tools: MS PowerShell, Citrix, Symantec Endpoint Projection, VMware, LogMeIn, SCCMMOVEit Central, CenBASE, SQL Management Studio, Salesforce, Microsoft OfficeSuite (Word, Excel, PowerPoint)
Timeline
Application Support Specialist
Cenlar FSB
01.2015 - Current
Desktop Support
Cenlar FSB
01.2014 - 01.2015
Help Desk Agent
Cenlar FSB
01.2010 - 01.2014
Client Specialist
Cenlar FSB
01.2009 - 01.2010
Customer Service Representative
Cenlar FSB
01.2008 - 01.2009
216
Bachelors of Science - Bible and Youth Ministry
Cairn University