Daniel Bent
Charlotte
Summary
Results-driven Technology Major Incident Coordinator with strong skills in incident management, SQL development, and effective communication. Proven ability to lead teams, enhance system availability, and optimize performance for internal and external stakeholders.
Overview
15
15
years of professional experience
Work History
Technology Major Incident Coordinator
WellsFargo
03.2018 - Current
- Led production support environment for Technology Major Incident Management team, enhancing system availability.
- Coordinated resources to optimize performance for external customers and internal partners.
- Mentored hourly and salaried employees, contributing to year-end performance evaluations.
- Thrived in fast-paced environment requiring decisive action and constant attention.
- Managed incident response tasks, ensuring clear verbal and written communication.
- Facilitated production bridge calls and drafted accurate business communications regarding incidents.
- Assessed incident severity based on documentation and understanding of impact.
- Conducted training sessions on procedures, processes, and applications for new and existing staff.
Sr. Production Support Engineer
Finastra
10.2015 - 03.2018
- Provided level 2 and level 3 support for Solaris 10 and 11 servers.
- Deployed application and package upgrades in Solaris and Linux RHEL 6 environments.
- Developed SQL statements to deliver standard DBA activities and L3 support for Oracle databases.
- Maintained and troubleshot scripts written in Java, Bash, Perl, and jQuery across various systems.
- Automated manual tasks using Bash and JavaScript scripts to enhance operational efficiency.
- Maintained automated processes utilizing Control-M for job scheduling.
- Updated team Standard Operating Procedures documents following ITIL methodology.
- Acted as primary contact for customers regarding Service Level Agreement reporting and application issues.
Application Support Analyst Level 2
IHC
09.2014 - 10.2015
- Led contractor position on HELP1/Tandem support team.
- Executed periodic and daily application tests to verify functionality in custom Tandem system.
- Delivered Level 2 support for HELP1/Tandem clinical products, both internal and external.
- Updated SQL scripts for reports utilized by supervisors and developers in Oracle 10g.
- Troubleshot patient issues within the system, escalating as necessary to developers.
- Maintained HIPAA compliance regarding patient medical information.
- Provided 24/7 support for critical customer-facing applications.
- Utilized Nagios and Pagerduty for monitoring critical system alerts.
Production Support Analyst Level 2
Royal bank of scotland
03.2013 - 09.2014
- I maintain and update the connections to the databases that hold vital information for a suit of 16+ internal tools and publication sources.
- We also do periodic application tests to make sure that the applications under our care are working properly.
- When needed our team also helps with disaster recovery drills for the USA servers and the data stored on them.
- Our teams also writes SQL reports and stored procedures so that these can be made available to others through automation.
- Worked with DBA to extract information from customer payment files to prepare the information to get loaded into a distributed DB based on the Oracle platform.
- Loaded files into internally produced programs for automated DB insertion.
- Used excel spreadsheets to prepare information for insertion in Oracle and MSSQL databases.
Software Technician
DAKCS
10.2010 - 11.2012
- I provided technical assistance with the debt collection software being offered by DAKCS.
- I also did trouble shooting and programming for more serious problems that arose with the software.
- I was instrumental in setting up a general knowledge document for training purposes as well as updating out of date support documents to better coincide with the best practices being used in the business.
Education
Bachelor of Science - Network Security and Database Administration
Weber State University
Ogden, UT08.2025
Skills
- Java and JavaScript
- Incident management
- SQL development
- Technical support
- System troubleshooting
- Effective communication
- Employee training
- Production support
- Escalation management
- SLA management
- Service management
- Disaster recovery
- ITIL framework
- Incident command
- Adaptability
- Collaborative team player
- Project management
- SQL database
- Linux Systems
- Technical documents comprehension
- Teamwork and collaboration
- Issue and resolution tracking
- Risk assessment
- Analytical and methodical
- Remote Desktop
- Microsoft certification
- Technical issues analysis
- MySQL
- Multitasking and prioritization
- Defect analysis and resolution
- C programming
- SQL and MySQL
- Database administration
- UNIX administration
- Network security
- Software testing and development
Timeline
Technology Major Incident Coordinator
WellsFargo
03.2018 - Current
Sr. Production Support Engineer
Finastra
10.2015 - 03.2018
Application Support Analyst Level 2
IHC
09.2014 - 10.2015
Production Support Analyst Level 2
Royal bank of scotland
03.2013 - 09.2014
Software Technician
DAKCS
10.2010 - 11.2012
Bachelor of Science - Network Security and Database Administration
Weber State University
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