Open to opportunities

Angela Holden

@angelaholden

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Experienced Production Support Analyst with a focus on operational efficiency.

United States

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What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for professional growth and development.

I am a dedicated Production Support Analyst with extensive experience in managing and troubleshooting complex production environments. My role at Ceridian/Dayforce involved collaborating with cross-functional teams to ensure operational efficiency and maintain service levels in a 24x7 environment. I have a strong background in incident management, utilizing tools like JIRA and Confluence to track project timelines and document operational procedures.

Throughout my career, I have demonstrated a commitment to excellence in customer service, providing timely support and solutions to clients. My experience at Online Insight LLC and GXS Inc. has equipped me with the skills to analyze support tickets, monitor EDI transactions, and troubleshoot technical issues effectively. I thrive in fast-paced environments and am passionate about leveraging technology to enhance business processes.

Experience

Work history, roles, and key accomplishments

Production Support Analyst II

Ceridian / Dayforce

Consulted and collaborated cross-functionally on complex projects, tracking timelines using JIRA. Troubleshot error tickets and monitored business processes using remote monitoring software. Maintained knowledge base, updated vendor/customer application details, and monitored data transmission and payroll processing.

Jira Confluence Sterling File Gateway Remote Monitoring SaaS Troubleshooting Collaboration

Production Support Specialist

Online Insight LLC.

Performed incident management, escalating and documenting production site impacts and root causes. Provided 24/7 help desk services, serving as a primary point of contact for problem resolution and application support. Monitored and supported the Empower Health e-commerce system and managed service requests in an issue tracking queue.

Incident Management Help Desk Customer Service Issue Tracking Collaboration Troubleshooting

Application Support Specialist

GXS Inc.

Monitored EDI transactions and conducted technical analysis of network logs in a 24/7 NOC environment. Troubleshot and triaged EDI translation error incidents and customer issues in ServiceNow. Researched and diagnosed firewall reports and escalated connectivity issues with TCP/IP protocols.

EDI Network Logs Troubleshooting ServiceNow TCP IP Incident Management