Brent Timothy Utana
Lead Software Support Analyst
Valenzuela City
Summary
As a Lead Software Support Analyst specializing in Oracle Utility Projects, I have developed a strong expertise in providing advanced technical support, troubleshooting, and optimizing Oracle’s suite of utility solutions. My experience spans various Oracle applications, including Oracle Utilities Customer To Meter (C2M), Oracle Utility Meter Data Management (MDM), and Oracle Customer Cloud Service (CCS). In this role, I lead a team responsible for ensuring the seamless operation of these systems, providing technical guidance, and working closely with clients to resolve complex issues. I focus on minimizing system disruptions while leading the deployment of software patches, upgrades, and performance optimizations.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Lead Software Support Analyst
RIA Advisory
08.2022 - Current
- Investigated and resolved software issues reported by clients, utilizing troubleshooting techniques and diagnostic tools to identify root causes and implement effective solutions.
- Implemented targeted training sessions to improve team efficiency and expertise in supporting specific software applications.
- Developed effective communication channels between support teams for seamless information sharing on ongoing cases, improving case resolution times.
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements within the agreement of SLA.
- Mentored new team members to facilitate rapid onboarding and integration into the support department's work culture.
- Developed and maintained technical documentation, including support guides, knowledge base articles, and troubleshooting procedures, to facilitate efficient issue resolution and knowledge sharing.
- Generated reports to track performance and analyze errors.
- Streamlined client support processes by providing clear documentation on common issues and resolutions.
WSSC
Washington Suburban Sanitary Commission
01.2025 - Current
- Worked as Software Support Analyst / Team Lead
- Provided Resolution and fixes for the bugs in PROD Environment.
- Conducted Knowledge Trainings for the team.
- Monitor Batch Jobs and Scheduler Jobs in UC4 PROD (Automic) and C2MPROD (Customer to Meter)
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Developed and maintained technical documentation, including support guides, knowledge base articles, and troubleshooting procedures, to facilitate efficient issue resolution and knowledge sharing.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and scheduler jobs
- Monitor inbound and outbound files in C2M, Putty application, WinSCP.
EPE
El Paso Electric
03.2024 - Current
- Conducted Technical Trainings.
- Worked as Software Support Analyst.
- Provided Resolution and fixes for the bugs in PROD and UAT Environment.
- Conducted Knowledge Trainings for the team. Supported end to end Process.
- Monitor Batch Jobs and Tidal Group Jobs in Tidal Automation Application.
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Developed and maintained technical documentation, including support guides, knowledge base articles, and troubleshooting procedures, to facilitate efficient issue resolution and knowledge sharing.
- Worked with Automation Team for Regression Testing in Test Environment to transition into Production Environment
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and batch streams.
- Monitor inbound and outbound files in landing zone and object storage ex. for (Reads and Events files, Bill Extract and Letter Extract files, etc.) for landing zone or local storage.
EPW
El Paso Water
11.2022 - Current
- Worked as Software Support Analyst.
- Provided Resolution and fixes for the bugs in PROD and UAT Environment.
- Conducted Knowledge Trainings for the team.
- Monitor Batch Jobs and Scheduler Jobs in Oracle Customer to Meter (C2M), Oracle Enterprise Manager (OEM) and SQL Developer.
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Developed and maintained technical documentation, including support guides, knowledge base articles, and troubleshooting procedures, to facilitate efficient issue resolution and knowledge sharing.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and scheduler jobs.
FPWC
Fayetteville Public Work Commission
08.2022 - Current
- Worked as Software Support Analyst.
- Provided Resolution and fixes for the bugs in PROD and UAT Environment.
- Conducted Knowledge Trainings for the team.
- Monitor Batch Jobs and Batch Streams in Oracle Customer to Meter (C2M) and CA Workload.
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and batch streams.
GCPUD
Grant County Public Utility District
08.2022 - Current
- Worked as Software Support Analyst.
- Monitor inbound and outbound files (payment files, meter read files, postrout files and etc.) in Object Storage (OOS).
- Provided Resolution and fixes for the bugs in PROD and TEST Environment.
- Conducted Knowledge Trainings for the team.
- Create a technical service request (SR) in Oracle Support for issues encountered in CCS (batch failures, environment performance issues, etc.).
- Monitor Batch Jobs and Batch Streams in Oracle Customer Cloud Service (CCS).
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and batch streams.
HCFL
Hillsborough County Florida
08.2022 - Current
- Worked as Software Support Analyst
- Monitor inbound and outbound files (payment files, meter read files, postrout files and etc.) in Object Storage (OS)
- Provided Resolution and fixes for the bugs in PROD and TEST Environment.
- Conducted Knowledge Trainings for the team.
- Create a technical service request (SR) in Oracle Support for issues encountered in CCS (batch failures, environment performance issues, etc.).
- Monitor Batch Jobs and Batch Streams in Oracle Customer Cloud Service (CCS).
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and batch streams.
LPL
Lubbock Power and Light
09.2022 - 11.2022
- Worked as Software Support Analyst.
- Monitor inbound and outbound files (payment files, meter read files, postrout files and etc.) in Object Storage (OOS). Provided Resolution and fixes for the bugs in PROD and TEST Environment.
- Conducted Knowledge Trainings for the team. Supported end to end Process.
- Create a technical service request (SR) in Oracle Support for issues encountered in CCS (batch failures, environment performance issues, etc.).
- Monitor Batch Jobs and Batch Streams in Oracle Customer Cloud Service (CCS).
- Collaborated with development teams to escalate complex issues and participate in the resolution process, ensuring timely delivery of fixes and enhancements.
- Sending a Daily Report to the client regarding the status of all systems including batch jobs and batch streams.
Education
Bachelor of Science - Computer Science
University of The East
Caloocan City 06.2018 - 07.2022
Skills
Oracle Customer Cloud Service
Oracle Customer to Meter
Oracle Enterprise Manager
Strong foundation of troubleshooting in Oracle Utility Projects
Oracle SQL Developer
Oracle BI Publisher
Self motivation
Active listening
Troubleshooting
Issue and resolution tracking
Timeline
WSSC
Washington Suburban Sanitary Commission
01.2025 - Current
EPE
El Paso Electric
03.2024 - Current
EPW
El Paso Water
11.2022 - Current
LPL
Lubbock Power and Light
09.2022 - 11.2022
Lead Software Support Analyst
RIA Advisory
08.2022 - Current
FPWC
Fayetteville Public Work Commission
08.2022 - Current
GCPUD
Grant County Public Utility District
08.2022 - Current
HCFL
Hillsborough County Florida
08.2022 - Current
Bachelor of Science - Computer Science
University of The East
06.2018 - 07.2022
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