PAUL FEIGHNER III
Application Support Specialist, Production Support
Springdale,PA
Summary
Resourceful Production Support Analyst offering 12 years of hands-on experience providing technical support to clients and business users by efficiently identifying problems, researching solutions and implementing resolutions. Positive and calm professional skilled at analyzing qualitative and quantitative information and translating into strategic deliverables. Passionate problem solver with great attention to details and excellent verbal & written communication skills.
Overview
13
13
years of professional experience
4
4
Certificates
Work History
Application Support Specialist, Production Support
Bank Of New York Mellon
Remote Work-From-Home
08.2020 - Current
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Responded to automated alerts for batch failures, disk space issues, and server & application errors in order to drive a 99.9% environment uptime.
- Drove improvements to Software, Technical Documentation and Procedures, creating between 10-20 knowledge base articles and videos per month.
- Collaborated with developers, analysts and lines of business to expedite incident resolutions.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Provided training to end users on new and updated systems and software.
- Used ServiceNow to track, maintain and update about 150 trouble tickets per month.
Major Incident Manager
Bank Of New York Mellon
Freeport, PA
01.2016 - 08.2020
- Assessed incident priority based upon impact to business and escalate issues as necessary.
- Gathered line of business representatives, application owners, and engineering resources on conference calls and assisted with incident investigations
- Drove incident resolution to meet specific time to resolution goals
- Developed and coordinated response processes to improve team performance, reduced overall mean time to resolution - reduced MTTR for Priority 1 & 2 issues from >1 hour to 15 minutes to
- Sent broadcasts to stakeholders informing of impacting events including issue summary, root cause, business impacts, and expected time to resolution
- Directly communicated critically impacting events to senior management, including line of business CIO and the CEO
- Prepared monthly scorecards and commentary for presentation to senior management.
- Conducted post-resolution reviews with team members.
Senior Recovery Analyst
Bank Of New York Mellon
Freeport, PA
02.2013 - 12.2015
- Level 1 escalation for all server problems, critical service failures, and multiple user incidents
- Monitored, troubleshot and repaired infrastructure components, servers and applications
- Escalated incidents based on predefined impact & risk factors and performed appropriate managerial and business communications
- Worked with wide range of systems/software including but not limited to:
- Microsoft Windows Server 2000 – 2008, Unix/Linux servers, HP iLO, VMWare Vsphere, Microsoft Hyper-V, Cisco networking devices, Tivoli Storage Manager, Avamar Data Protection Suite, and Remedy Action Request System
- Participated in disaster recovery planning and testing of the company environment, which involved managing Windows and Linux/Unix failover and failback, managing routes through Cisco load balancer appliance, and activating scripts to perform application-specific functions
- Worked with application support teams to develop effective knowledge base articles
- Produced daily scorecards on team’s performance, tracking number of tickets resolved and accuracy of ticket documentation
- Produced reports using Excel VBA on incident trends and identifies areas for improvement, such as removing non-actionable alerts or investigating reoccurring issues.
IT Desktop Support Supervisor
Bank Of New York Mellon
Freeport, PA
08.2010 - 02.2013
- Provided Tier 2 helpdesk support to BNY Mellon & subsidiary Pershing users - 40,000+ external and internal users worldwide in 24/7/365 call center environment
- Supported Microsoft Office applications, Exchange email, Lotus Notes, BlackBerry devices, GOOD mobility clients, RSA authentication, Juniper VPN, Cisco VPN, and in-house applications
- Managed user accounts on Active Directory, Unix, mainframe and other systems
- External users using Pershing Netx360 trading application, mainframe network printers, and file transmission services (FTP, NDM)
- Escalated critical issues and worked closely with major incident management group to ensure timely resolution
- Collaborated with other support groups to negotiate OLAs, work on projects, and stay up to date on current trends and events
- Provided coaching and training to team members
- Interviewed and selected new candidates for helpdesk positions
- Monitored call queues against SLA targets and ensured analysts received calls suitable to their training
- Worked with management team to schedule shifts, ensuring wait-time SLAs were met
- Produced reports and scorecards on the team and individual performance.
IT Desktop Support Specialist
Bank Of New York Mellon
Freeport, PA
02.2009 - 08.2010
- Took 40+ client support calls per day
- Followed up with users on open tickets
- Created documentation for training and knowledge base
- Subject Matter Expert for FTP support and mainframe support
- Trained new analysts on help desk support
- Reset user passwords on Active Directory, Unix, mainframe, and other systems.
Education
Bachelor of Science - Information Technology
Saint Francis University
Loretto, PA2008
Skills
- Microsoft Windows Server and Windows Desktop environments
- Web Applications on IIS and Apache Tomcat
- SaaS - Software as a Service in an Enterprise Environment
- Linux/Unix/Solaris Servers & bash / shell scripting
- Programming Languages: Java, VBA
- Enterprise Monitoring Software - Moogsoft, Splunk, Appdynamics
- Networking in a Cisco environment
- Remote Technical Support in a Global Organization
- Excellent Written and Verbal Communication
- Writing, Reviewing and Organizing Knowledge Base Articles
- Collaborative Team Player
- Performing in a 24/7/365 Support Center Environment
Certification
ITIL Service Operation (2018)
VMWare Certified Professional 5 (2015)
ITIL v3 Foundations (2012)
HDI Support Center Analyst Certified (2012)
Languages
Spanish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Application Support Specialist, Production Support
Bank Of New York Mellon
08.2020 - Current
Major Incident Manager
Bank Of New York Mellon
01.2016 - 08.2020
Senior Recovery Analyst
Bank Of New York Mellon
02.2013 - 12.2015
IT Desktop Support Supervisor
Bank Of New York Mellon
08.2010 - 02.2013
IT Desktop Support Specialist
Bank Of New York Mellon
02.2009 - 08.2010
Bachelor of Science - Information Technology
Saint Francis University
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