CHRISTI SUTTON

Oviedo, FL 32766-5050
(407)340-5920
christi.sutton@outlook.com

T ECHNICAL ANALYST PRODUCTION SUPPORT

Developing and Implementing Technologies & Systems to Improve Complex Processes
Building Collaborative Partnerships which Enhance Productivity
Dynamic IT Analyst and with over thirty-one years of professional experience designing and integrating innovative
software which significantly improves the effectiveness of internal communication and application process management, mitigates
risk and ensures the highest level of client support. Demonstrated success across diverse positions with specialized knowledge and
experience managing the unique challenges and needs associated with a rapidly evolving telecommunications support
environment. Successful in creating, implementing and refining long-term solution plans. Adept at establishing productive
relationships with internal teams and stakeholders to prioritize needs, deliver practical solutions on time within fast paced
environments.

PROJECT MANAGEMENT
SECURITY COMPLIANCE & RISK MITIGATION
CONTINUOUS PROCESS IMPROVEMENT
NEW SYSTEM IMPLEMENTATION
DATA ANALYSIS, TRACKING & REPORTING
TROUBLESHOOTING & PROBLEM SOLVING
DATA RETRIEVAL

SHAREPOINT ANALYSIS, DEVELOPMENT &

IMPLEMENTATION
CHANGE MANAGEMENT
AUTOMATION
PROCESS EFFICIENCY
EXCEPTION HANDLING
METRICS COLLECTION
PROCESS DOCUMENTATION

P ROFESSIONAL H ISTORY
May 2012 April 2015
ANALYST, CLIENT PRODUCTION SUPPORT
Designed and implemented a SharePoint solution to support SSAE16 SOC1 audits. Client and management SSAE16 SOC1 audit
reporting using advanced Excel functions. User access management in the Managed Services production Open Systems
environment. Production Support in a multiple client, multiple platform, multiple application environment. Departmental
SharePoint subject matter expert providing development support to the Production Support group.

NetCracker Technology Corporation - Lake Mary, FL

Notable Highlights:

Managed user access in the open systems environment (OSE) for five managed services clients with 117 servers, generating
76 individual reports for 34 NetCracker applications production support and Convergys operations support group managers on
a quarterly basis.
o Reviewed the terminations report on a weekly basis to ensure user access that needed to be removed was performed
on a timely basis per service level agreements.
o Supported quarterly SSAE16 SOC1 audits and developed reporting processes using Excel and SharePoint. Resolved
significant audit compliance issues by detecting user access exceptions and working with security administration and
operations support groups to remove access.
o Standardized input to Excel using VLOOKUPs, including server reports, current headcount reports generated by
ERP, and eTrust Subscriber reports.
o Automated a previously manual report generation process by utilizing Excel pivot tables, formulas and macros for
data analysis, error detection and reporting.
o Built a SharePoint site in custom list format and added workflows to automatically distribute Excel worksheets and
track manager responses.
o Designed and implemented an efficient click through system which allowed management to indicate if user access
changes needed to be made for their respective reports. Reduced previous back and forth communication and had an
effective response rate of over 50% within 24 hours of sending out reports.

Developed and maintained SharePoint 2007 and SharePoint 2010 sites used to support the workload of the Production Support
Group. Troubleshot, resolved issues and made recommendations regarding site access and functionality.
o Consulted with other departments in the Managed Services area to identify and implement process improvements for
the SharePoint sites to support their specialized work processes.
o Supported the migration of SharePoint 2007 from the Convergys environment to the NetCracker environment.
o Developed and implemented creative workarounds for end users without SharePoint access.

CHRISTI SUTTON
2
Provided production support in mainframe, iSeries/Power systems, and Open Systems environments when requested by
management to accommodate the special project schedule needs of peers.
Worked a minimum of 1 day a week in this capacity.
August 1998 May 2012
ANALYST, ENTERPRISE PRODUCTION CONTROL
Facilitated production support for managed services clients in a multiple client, multiple platform, multiple application
environment. Functioned as the departmental SharePoint development and user access management subject matter expert and as a
Lotus Notes specialist.

Convergys Corporation Information - Lake Mary, FL

Notable Highlights:

Leveraged expertise in production support processes to create a SharePoint site for Enterprise Production Control. Migrated
Lotus Notes 6.5.1 databases to SharePoint Services v3 to incorporate the new Convergys corporate collaborative standard.
o Developed and maintained the SharePoint site including document libraries and custom lists to support departmental
functions for hundreds of end users.
o Created custom content using existing templates so that multiple forms could be used in a single custom list.
o Designed calculations to automatically populate form fields and control views in custom lists.
o Built pages with quick links, hyperlinks and graphics by utilizing content editor web parts.
o Troubleshot and quickly resolved problems during system upgrades to SharePoint 2003 and SharePoint 2007.

Supported automated batch processing, scheduling (ad hoc, permanent), and data retrieval requests in a complex environment
(mainframe, iSeries/Power Systems, Open Systems).
o Managed mainframe exceptions and coordinated resolution with business units, system support groups and
operations personnel, using CA7 and CA11 to restart and complete jobs.
o Utilized Help Systems ROBOT to monitor processing, handle exceptions and make schedule changes in the
iSeries/Power Systems environment.
o Retrieved data in the Open Systems server environment using backup and recovery software (NetBackup, Avamar).
o Participated in disaster recovery exercises in Open Systems, mainframe and iSeries/Power Systems environments.
May 1990 August 1998
SENIOR COMPUTER OPERATOR / ANALYST, ENTERPRISE PRODUCTION CONTROL
Operated and monitored master, MTO and systems consoles for errors. Detected and resolved or coordinated resolution of
software and hardware problems with internal support group and vendors. Performed recovery actions for hardware failures,
directly assisted end users and provided management with accurate documentation of events as they occurred.

Cincinnati Bell Information Systems - Lake Mary, FL

December 1988 April 1990

SENIOR COMPUTER OPERATOR, INFORMATION PROCESSING & NETWORKING SERVICES
Solved problems and provided procedural guidance in a new IBM 3090 environment. Monitored batch processing and data
transmissions with multi vendors including IBM, Unisys and NCR.

The Walt Disney Company - Lake Buena Vista, FL

September 1984 December 1988

COMPUTER OPERATOR
Monitored mainframe and System/38 nightly batch and online processing for Florida Hospital and Adventist Health
Systems/Sunbelt. Maintained compliance with all regulatory requirements including the security of patient information.

Sunbelt Systems Concepts, Inc. - Orlando, FL

Maintained online entries for automated report distribution software (WSF2/ERD) for Florida Hospital and 22 affiliate
hospitals.

Trained new employees in printer operations and prepared daily status reports for management.

E DUCATION
University of South Florida, College of Business Administration - Tampa, FL
Bachelor of Economics,

Rollins College, Hamilton Holt School - Winter Park, FL

Coursework in Social Psychology & Human Factors Engineering,

PROFESSIONAL TRAINING
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Skillsoft/Books24x7 subscription - SharePoint site and workflow design 2003 & 2007
Microsoft Office SharePoint Designer 2003 Step by Step Microsoft Office SharePoint Designer 2007 Step by Step
Microsoft SharePoint 2010 All-In-One for Dummies How to Do Everything Microsoft SharePoint 2010
Lynda subscription