Julian C. Sobers

About Julian C. Sobers

I have a passion for problem solving and demonstrate strong analytical and problem solving techniques that provide me the ability to resolve business and service-impacting problems quickly in order to restore vital business services. I successfully work as a member of a high performance and geographically dispersed team in a cross-functional and dynamic production environment to included operations, development, and networking. I ensure the highest level of communication with both internal and external customers meeting contractual Service Level Agreements by providing regular updates with respect to the progress of each incident concluding with high quality and timely solutions in a professional manner. I build skills in myself and co-workers by taking every interaction as an opportunity to gain and/or dispense knowledge.

Experience

1. Production Support Engineer i

   Deluxe

   Apr 2008 — Present · Charlotte, NC, US

   Perform weekday, after-hours, and occasional weekend production support for the company’s dynamic high transaction volume lockbox processing and reporting systems. Watch emails and Service Desk Manager ticketing queue to provide timely responses to both low and high priority requests for assistance by 24/7 operations and client services teams. Reproduce problems to determine and perform root cause analysis of production issues and evaluate all alternatives to current and past resolutions. Consult with other team members, Production Support Engineer Lead, and other senior technical leaders regarding findings. Escalate to senior level, vendor management and support, and/or business partners complex problems I cannot resolve or that are unusual. Implement changes, support coordinated upgrades, and configure software and database systems as requested after business hours. Analyze existing system and programming logic to provide more efficient machine operations or to identify difficulties and revise the logic and procedures involved as necessary. Assist with the development and maintenance of tools and processes to improve efficiency. Monitor the health of the platform by analyzing system configurations and log files. Understand end to end operational processes with the ability to develop and/or update internal user/support team and operational training documentation in addition to a system knowledge database and wiki page.

Education

• University of North Carolina at Charlotte

  Bachelor of Arts, Psychology

  1989 — 1993

• Horace Greeley High School

  High School Diploma

  1985 — 1989

Skills

• Credit Cards
• Troubleshooting
• Payment Card Processing
• Human Resources
• Performance Management
• Financial Services
• Analysis
• Banking
• Risk Management
• Vendor Management
• Business Analysis
• Payments
• Customer Service
• Testing
• Program Management
• Payment Systems
• Management
• Project Planning
• Process Improvement
• Leadership
• Microsoft Office
• Networking
• Databases
• Coaching