Daniel S. Alvarez

About Daniel S. Alvarez

Flexible, motivated, multilingual, top-achieving Electronic Engineer with 24+ years of mixed work experience in Electrical Engineering, IT, Product, Management, Marketing, and Sales; willing to embrace new challenges to contribute to organizations’ growth and excel within the IT Product/Application Support and IT Application Operations Management fields.SpecialtiesData Platforms | APIs | System Administration | Human Capital Management (HCM)| Enterprise Relationship Planning (ERP)| Content Management Systems (CMS)| Customer Relationship Management (CRM)| Applications Operational Support | IT Management | ITIL | ITSM | ServiceNow (SN)| Technical Product Management | Engineering/Marketing Management | AGILE | SDLC | Rally | JIRA | SQL | Salesforce | TFS | VSTS | AZDO | KQL | Business Analysis.Skills Summary• Data Platform Support controlled via REST APIs (Workbench, Leap). Analytics tools (Alteryx, R, Jupyter Notebooks), Big data tools (Hadoop, Spark, Kafka, Dremio), Visualization tools (Tableau, PowerBI, Zoomdata), Automation tools (UIPath, Automation Anywhere), UX/UI, Data integration tools (Snaplogic, Informatica, Apache NiFi), Data modeling Compute tools (Azure VMs, AKS), Storage tools (Azure Data Lake, Blob) log aggregators (Splunk, Prometheus-Grafana and DataDog).• Oracle\'s Siebel CRM, Salesforce, content delivery applications (CMS) such as, NStein’s web content manager (WCM), Perfect Sense Digital’s Brightspot and Anvato’s media content platform (MCP).• Supporting and maintaining reporting tools: Adobe Marketing Cloud.(Omniture), Compuware Gomez, AlertBot, New Relic and site 24x7.• Language exposure: Assembler, Dbase, Visual Basic, Visual FoxPro, java, C++, T-SQL, my-SQL, PL/SQL, KQL, and several other SQL variations.• Microsoft Windows DOS-11, Server 2008R2-18, Active Directory, Aspera, Box, DocuSign, Kaleo, and Office Suite (93-365).• Managing priorities on different helpdesk topologies while complying with ITIL methodologies (several ServiceNow versions).• Managing bugs, epics, spikes and enhancements according to Agile principles (JIRA | Rally | AZDO).• Excellent coordination, supervisory, communication, customer service, troubleshooting, training, escalation, negotiation, presentation, and people skills.• Seasoned systems Administrator: HCM, ERP, CRM, CMS, MSRP, APS, AS400, JD-Edwards, IBMS, Salesforce, Baan, Syteline, JIRA, ServiceNow & SAP.• Prolific use of Confluence, Google Drive and SharePoint tools for documentation.• Prolific use of TFS, VSTS and AZDO.

Experience

1. IT Platform Senior Application Support Engineer Analyst L3 (Bsa)

   Grant Thornton International Ltd

   Jul 2023 — Present · Silver Bluff Estates, FL, US

   Identified, classified, triaged, resolved, and documented complex issues related to Leap Audit\'s Platform via UI OR REST APIs. Used Azure Logs Analytics and Application Insights along with Kusto (KQL) for troubleshooting.• Granted Firm’s access to SQL and PBI.• Used ServiceNow and AZDO to address and record requests, incidents, changes, knowledge articles, bugs, tasks, enhancements, and requirements. RCA followed up for each escalated issue.• Conjunctively worked with Product and QA teams, scrum teams and Business Stakeholders to understand product’s features feasibility, improvements, and limitations.• Created and managed stories, bugs, problems, tasks & changes.• Created how-tos, general and known error KBs for lower support tiers as needed.• Collaborated and engaged with vendors and other Support Analysts, QAs, Developers, Product Owners, Team Leaders, Stakeholders, Directors to achieve platform’s acceptable QoS and served as last line of defense to ensure proper bug validation which rendered efficiencies for all teams mentioned earlier.• Reviewed and authored technical procedures and documentation for the applications teams including SOPs, technical manuals, workflows, user guides and any other technical documentation required for the Apps knowledge bases in ServiceNow, GTConnect, MSTeams and, SharePoint.• Coordinated with internal stakeholders and external vendors to continually improve IT System applications, dashboards, reports, extracts, filters, overall reliability, integrations, monitoring and existing automated processes.• Reported to the Global Senior Director of Application Support.

Education

• University of Southampton

  Bachelor of Engineering (B.Eng.), Electrical, Electronics and Telecommunications

• The Academy of South Florida

  Network Associate, Information Technology

• Glasgow Caledonian University

  Scottish Highers, Sciences