Michael Peguese is seeking a technical support role and has over 15 years of experience providing tier 1 and 2 support to resolve complex application issues as well as managing new application rollouts. He has a background in database administration and analytics from roles at Fidelity Investments, where he monitored service tickets, created documentation, and provided on-call support to address production issues. Peguese is proficient in various technologies including SQL Server, Access, Brio/Hyperion, and Visual Basic.

1. Michael Peguese
5048 New Savannah Circle Wesley Chapel, FL 33545
919-886-1148  mpeguese210@gmail.com
Application Support | Technical Support | Query Analysis
A highly skilled Technical Support professional with experience in resolving complex application issues.
Critical thinker who addresses customer support issues quickly. Proven success as a motivational leader
who can easily work in and navigate a dynamic and sometimes ambiguous environment.
The ideal work environment would offer opportunities to work within a team that is passionate about
application efficiency which in turn mitigates user and vendor outage time.
AREAS OF EXPERTISE
Analytical troubleshooter  Project Management Vendor Relationship Retention  Detail Oriented 
Strategic/Tactical Planning
EXPERIENCES AND ACHIEVEMENTS
Fidelity Investments – Research Triangle Park, NC November 2014 – December 2015
Systems Services and Support Analyst
 Monitor service ticket queue and provide support to approximately 7,000 end users experiencing
application issues.
 Provide Tier 2 support to front line Techline associates to resolve complex user issues.
 Create detailed Knowledgebase documentation for Tier 1 and Tier 2 support technicians to
increase issue resolution efficiency and raise application education levels.
 Provide 24/7 On-Call support for Production system issues.
 Facilitate Sev 3 issues and collaborate with teams responsible for troubleshooting and resolving
system issues.
 Mange new application rollouts from vendors by documenting application standards and
application dependencies.
 Test Production servers and provide production application status before business hours and
after Sev 3 issues have been mitigated.
 Travel to Fidelity sites when new applications are introduced to new business units. Provide
On-Site technical support to teams and educate teams on new applications parameters and
features.
 Approve Change Tickets opened by QA and Development teams for applications before
application code and database changes are pushed to Production and Non-Production
environments.
Fidelity Investments – Research Triangle Park, NC March 2011 – November 2014
DB Data Analyst
 Brio/Hyperion server administrator. Server running over 150 Hyperion automation queries used
to drive operational efficiency.
 Create SQL and Hyperion queries to extract data from defined benefit (DB) recordkeeping
schemas in IBM DB2, Oracle, SQL Server, Sybase and MS Access.
 Create Visual Basic macros used to import SQL output and create workitems for production
associates.
 Implement SQL training classes teaching over 250 Operations associates how to extract,
manipulate and analyze data from schemas.
 Administer for DB Operations test machines used for configuration testing, bug identification and
code rollout in Non-Production environments.
 Provide technical support to Operations associates with heritage applications and new
application roll outs.

2. Michael Peguese Resume, Page 2
t Fostered relationships with clients and staff while managing all operational aspects of the
franchise business.
Fidelity Investments – Research Triangle Park, NC July 2008 – March 2011
DB Operations Team Lead
t Plan, supervise and balance workload handled by Us and India associates to ensure service level
agreements are met with 99% accuracy.
t Track and monitor daily work of the team and maintain measure for each process using
reporting tools.
t Create and maintain documents used to monitor procedural adherence for both
the Specialized Services Team and Survivor Services Team.
t Provide technical assistance and support of the Survivor Services Microsoft Access database as
well as educate associates on downstream impact of database input.
t Troubleshoot and analyze issues that arise with various Microsoft Access Databases and look for
an effective solution.
t Perform root cause and trending analysis for team escalations. Partner with upper management
and make corrective action recommendations for process improvements.
t Run Microsoft Access and Brio/Hyperion queries to determine risk assessment
and identify total population for executive reporting.
t Provide query analysis to the client in clear detailed report for their analysis.
t Single point of contact for IBM Program managers for the Specialized and Survivor Services
Team during escalations and client audits.
Fidelity Investments – Research Triangle Park, NC August 2005 – July 2008
DB & HW Analyst
t Research and resolve complex participant problems within client approved Service Level
Agreement guidelines.
t Audit quality and performance of Offshore Associates after cross-training new associates.
t Perform Quality Assurance and Risk Audit for financial information entered into Defined Benefits
(DB) system by Operation and Customer Service associates.
t Provide assistance with DB projects as needed by Project Managers and management.
t Process complex Health & Welfare (HW) Operations support to IBM Employees, Retirees and
dependents.
t Investigate and resolve customer inquiries using additional tools and reporting available to
operations associates.
t Provide timely, accurate and complete information to the customer and management team
through verbal and written communication.
Applications
Proficient in Microsoft SQL Server t Microsoft Access t BrioHyperion t Visual Basic t HTML t SQL
EDUCATION
Database Administration – Wake Tech Community College – Raleigh, NC (2012)
Sociology with Criminology concentration – University of NC at Greensboro – Greensboro, NC (2002)
Diploma – Scotland High School – Laurinburg, NC (1999)