Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies & Interests
Timeline
Generic

Shawnda Tharps

Production Support Engineer
Chicago,IL

Summary

IT specialist whose qualifications include detailed knowledge of integration architecture and technologies, along with data transformation and managed file transfer. I have 12 years of experience in the deployment and support of integration solutions, supporting various systems, products, and interfaces between diverse companies and organizations.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Production Support Engineer

Russell Investments
Seattle, WA
11.2022 - Current
  • Supporting the technology associated within the Investment Division and Risk Management – including the Trading Floor, operations within Russell in a timely manner to manage risk and ensure a reliable, scalable, production environment.
  • Provide timely on-call support. Also responsible for interfacing with internal and external auditors requests.
  • Providing coverage for change management of both internally developed and vendor provided systems. This includes ensuring that quality assurance and testing of systems and subsystems are accomplished prior to moving changes to production.
  • Responsible for approving changes to the Russell production environment and ensuring all changes and processes are properly documented.
  • Ensuring internal data integrity which includes daily global pricing, security master and many forms of Investment data. Also providing timely support for issues regarding Russell enterprise data, including data analysis, setup, troubleshooting, data queries, data changes, and reporting
  • Ensuring that Russell systems are fully supported 24/7. This position will participate in planning and maintaining Business Continuity for internal systems.
  • Managing vendor relationships, including planning for and organizing release updates, new installs, new equipment and software requests in conjunction with Corporate IT, business unit staff and vendor contact.
  • Managing internal batch processes and data integrity, including pricing, security master, and trade data
    Determining technology support needs and assessing availability of resources
  • Coordinating technology efforts with Corporate IT and the business units
  • Providing support to business units in troubleshooting data issues and reaching resolution
  • Partial responsibility for vendor relationship management, including managing release cycles
    Partial responsibility for decisions affecting the operational state of the internal production computing environment within Russell Investments

Application Support Analyst

Guaranteed Rate
Chicago, IL
09.2020 - 10.2022
  • Contributed to technical support documentation by updating literature based on common support interactions and known issues with software.
  • Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
  • Troubleshoot and escalate technical issues to development or technical operations team following prescribed support guidelines.
  • Supported internal user requests for technical intervention using Fannie Mae Encompass loan software.
  • Install and maintain computer applications, and often adjust or reconfigure standard off-the-shelf applications and tailor them to meet the specific needs of the organization or individual users.

Tech & Apps Management Specialist II

ADP
Chicago, Illinois
05.2012 - 08.2020
  • Attend to all escalations, critical incidents, and alerts from Netcool2, Sitescope, and Splunk for various processing applications (Windows Servers, Linux/Apache Web Servers, SAP, and other internal job management tools
  • Participate in 24/7 support help line and team on call rotation
  • Monitor and manage data file transfer for daily automated processing for all ADP Benefits, Vantage, Affordable Care Act, and Outsourced Benefits Administration client daily schedules
  • Implementation of new SAP scheduler jobs via client request for data transformation as well as connection setup for file receipt and delivery both internally and externally
  • Including installing executables, promoting code to test and production environments
  • Testing new interfaces and providing successful signoff
  • Testing the upgrade of internal and external applications and tools via Agile strategies
  • Documentation lead for new team processes and support procedures
  • Developed corrective action plans and prevention strategies to improve product reliability

Senior IT Production Support Analyst

Weyerhaeuser
Tacoma, Washington
12.2005 - 08.2011
  • Provide technical support for all production Electronic Data Interchange/EDI interfaces from publish to subscribe adapter
  • Assist support team with break-fix analysis and production fixes
  • Communicate incident status to Business Focals, IT Focals, and Trading Partners relating to urgent high severity issues
  • Work with other application stewards, support teams, third party vendors, and Trading Partners to resolve message delivery issues using ITIL processes
  • Phone support for customer via production support line
  • Use internal search tools as well as work with Unix, AS400, SAP front end, and Windows operating platforms to identify and troubleshoot problems with data exchange
  • Participate in 24/7 on call pager rotation with other team members
  • Classify/track incidents and identify issues, trends, and problems and service calls for senior management via reports and problem log in order to assist in developing processes to improve support, and eliminate existing and potential problems
  • Participate in interface standard architecture designs via BizTalk mapping application for new integration requests, accurately inputting native and CMI formats into MTR (Message Transformation Repository) and document transformation rules
  • Provide adapter specifications based on analysis of interface requirements and existing standards
  • Teaming with Line of Business IT application stewards to create test plans and provide test data for data mappers and testers
  • Analyze and approve EDI mapping test results

Education

Deferred -

University of Phoenix

Microsoft MCSE Private Cloud And Server Infrastructure Certification -

Career Academy Inc
Texarkana, TX

Skills

  • Agile
  • Unix
  • Windows Server Support
  • Microsoft Cloud Services Support
  • Splunk
  • Performance Improvement
  • Splunk
  • Technical Troubleshooting
  • Power Shell
  • SQL
  • Application Subject Expertise
  • Linux/Apache Web Servers, Server Support
  • Sitescope
  • JIRA
  • Data Querying
  • Documentation And Reporting
  • Process Validation
  • Issue Resolution
  • Root Cause Analysis
  • System Troubleshooting
  • Software Deployment
  • Incident Management

Certification

Advanced Determination: Advanced Leadership: Advanced Multitasking: Advanced SAP Applications: Advanced Server Support: Advanced Product Support: Advanced

Accomplishments

  • Advanced Determination: Advanced Leadership: Advanced Multitasking: Advanced SAP Applications: Advanced Server Support: Advanced Product Support: Advanced

Hobbies & Interests

  • Outside of work I currently volunteer with Chicago Cares, participating in the reading program for elementary grade students. I am also a volunteer member of the United States Coast Guard Auxiliary. Presently I am working on training for a vessel examiner certification, and will then being training for watch tower communications and radio expert for search and rescue efforts on waterways.

Timeline

Production Support Engineer

Russell Investments
11.2022 - Current

Application Support Analyst

Guaranteed Rate
09.2020 - 10.2022

Tech & Apps Management Specialist II

ADP
05.2012 - 08.2020

Senior IT Production Support Analyst

Weyerhaeuser
12.2005 - 08.2011

Deferred -

University of Phoenix

Microsoft MCSE Private Cloud And Server Infrastructure Certification -

Career Academy Inc

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Shawnda TharpsProduction Support Engineer