1. Roland E. Blumer
2212 Kentucky Ave S., St. Louis Park, MN 55426
612-251-6425 / roland_blumer@yahoo.com
SKILLS
Oracle, Tivoli, TSQL, Weblogic (versions 8, 9, and 10), Service Manager 7, Wily Introscope, Tibco, HTTP
Watch, Unix, Windows Servers, IIS, SiteScope
Working knowledge of Microsoft Word, Excel, MS Visio, MS-DOS, HP3000, Airline and Travel
Industry Standards and Processes, Healthcare Industry Standards
Development experience with Power Point, HTML, Perl, and VB.
Experience in communicating verbally and in writing with clients from all over the world.
Customer service oriented and trained.
EXPERIENCE
Optum, January 2013 – Present
Senior IT Security Consultant – September 2015 – Present
Responsibilities:
 Review and prioritize application related vulnerabilities
 Track security vulnerabilities and contact application owners for remediation
 Enforce Security policies
 Coordinate remediation efforts with application teams
 Work on ad-hoc reports and projects as assigned by manager
Senior Technical Support Analyst – January 2013 – August 2015
Responsibilities:
 Service Level Owner for a production application.
 Provide production support to multiple applications.
 Troubleshoot, identify, and resolve Production issues in a timely manner consistent with Service
Level Agreements.
 Test reported issues to replicate the problem and provide a solution to the customer.
 Run Oracle and SQL database queries to determine potential data issues.
 Work with Developers to understand code changes and how to support new functionality when
promoted to Production.
 Review new functionality for security risks.
 Create and document Policy Exceptions for functionality that does not meet Security standards.
 Engage Security team to review application risks and plan a course of action to be implemented
in a timely manner.
 Work with Development/Business Analysts on identifying possible bug issues and providing a
solution.
 After-hours point of contact for production issue troubleshooting & resolution or
escalation.
 Collaborate with various Corporate IT teams for any changes.
 Assist with on-boarding new applications into the support team.
 Train team members to assist in supporting new and existing applications, both Onshore and
Offshore teammates.

2. Data Recognition Corporation, October 2010 – January 2013
SQA Analyst – May 2012 – January 2013
Production Support Analyst – October 2010 - May 2012
Responsibilities:
 Write and use SQL scripts to validate data in testing scenarios.
 Perform system testing of enhancements and new functionality.
 Write Test Cases on steps taken to perform tests.
 Setup new projects and ensure attributes are set to the Project Requirements.
 Perform initial tests of new projects and make sure projects run according to their attributes
through the various applications successfully.
 Work with various project teams to determine project settings.
 Work with Developers to understand code changes in order to perform system tests.
 Provide production support to multiple applications, with a primary focus on the Shipping,
Receiving, Reporting, and Inventory systems.
 Create custom report queries using TSQL and run as needed.
 Data manipulation using TSQL to provide solutions.
 Work with Development/Business Analysts on identifying possible bug issues and providing a
solution.
 Troubleshoot, identify, and resolve Production issues in a timely manner.
 Test reported issues to replicate the problem and provide a solution to the customer.
 Provide support to project teams for setting up materials.
 Support online applications for reports and testing.
Carlson Wagonlit Travel, May 2006 – September 2010
Senior Technical Support Analyst, January 2008 – September 2010
Technical Analyst, May 2006 – December 2007
Responsibilities:
 Supervise and lead the 2nd level Technical Support team with 6 direct reports.
 Identify, resolve, or escalate production system issues in a manner consistent with CWT
processes and service levels. To include communication of major production incidents,
incident impact analysis and reporting. Resolution to be based upon standard operation
procedures.
 Responsible for restoring system service to Tier 1 applications in a timely manner
 Provide support for 3rd party booking tools
 Lead projects to incorporate new support procedures within the Tech Support team.
 Develop a sense of ownership, urgency and responsiveness appropriate to issues as they
arise.
 After-hours point of contact for production issue troubleshooting & resolution or
escalation.
 Responsible for collaborating with other IT teams to provide support to their products
and applications.
 Assist with the creation of departmental SOPs, maintenance of processes and procedural
documentation.
 Serve as subject matter expert and escalation point for the Tech Support and Service Desk
teams as a whole; including during off hours if assistance is needed.
 Coaches, mentors, and trains new staff.
 Provide technical assistance and work direction to other employees.
 Flexible to cover other work shifts as required ensuring delivery of service and support
offerings.
 Increase team member’s knowledge of existing CWT technologies, research and

3. development of new systems.
 Follow through with open / pending incidents to ensure timely resolution and/or escalation.
 Track Application Availability.
 Create and provide reports.
 Work on special projects as assigned.
Navitaire Inc., November 2001-May 2006
Associate Customer Support Analyst, November 2001 – May 2006
Responsibilities:
 Support applications for external clients in a production environment
 Provide 24x7 on-call support when necessary
 Gather information from clients for critical production issues
 Troubleshoot and respond to general inquiries from clients
 Administer production jobs, scripts and processes
 Make database changes to resolve issues
 Run one off reports upon clients requests
 Contact appropriate personnel for critical issues
 Strengthening human service skills though addressing customer inquiries and complaints
 Document and communicate verbal and written resolutions to clients
 Maintain team notification web page
 Triage a ticket queue and assign tickets to the appropriate team using a ticket system
 Document tickets with a course of action and resolution
Augsburg College Athletic Facilities, June 1997-October 2001
Supervisor, May 2000 – October 2001
Student Worker, June 1997 – May 2000
Responsibilities:
 Supervised student staff
 Collected payments
 Assisted customers with general questions and concerns
 Resurface ice rinks in between rentals
AmeriPride Services Inc., May 2000-October 2000
Database Analyst
Responsibilities:
 Responsible for maintaining user’s in the database
 Oversaw the updating of the Purchasing system for version control purposes
 Deployed executables to production environment
 Created ad hoc reports when requested
 Functionally tested programs to make sure they worked properly after being revised
 Relocated programs to the appropriate directories after testing
EDUCATION
Bachelor of Arts, Management Information Systems
Augsburg College, Minneapolis, MN May 2000

4. REFERENCES
Available uponrequest