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Vice President - Production Support Resume

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New York Ny Tempe, AZ

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SUMMARY:

ITIL Certified Information Technology Manager and Vice President, Production Support, for major financial institution. Progressive experience leading global technology teams and managing multi - million dollar budgets in the delivery of technical solutions to business problems in 24x7 environments. Accomplished in initiating and driving technology changes that measurably improve production and operations efficiency, security, and accuracy. Certified, ITIL V3 Foundation, ITIL V3 Intermediate, and Computer Operations.

KEY PROFICIENCIES INCLUDE:

IT Project Management Command Center Management Quality Assurance

IT Team Leadership Incident Management & RCAs IT Managed Services

Production Support & Control Budget Management Mainframe Support

Systems Development Lifecycle Change & Release Management IT Policies & Procedures

CAREER HIGHLIGHTS:

Confidential, New York, NY & Tempe, AZ

VICE PRESIDENT - PRODUCTION SUPPORT

Responsibilities:

  • Evaluate, coach, lead, and mentor team of technicians handling L1 support services as well as batch support, data management, vendor connectivity, z/OS infrastructure support, change and incident management, and DB2/DBA activities.
  • Collaborated with Level 2 and 3 support teams to facilitate the creation of knowledge articles and fix logs to support the transition and execution of 360 tasks daily to L1. Created system/application thresholds for alerting and monitoring 24x7 command center.
  • Created Known Error Database (KEDB) that saved time and effort in troubleshooting problems. Initiated and directed weekly knowledge transfer sessions between application experts and consultant team to facilitate seamless operations.
  • Chair daily defect conference calls and manage communication sharing to ensure root cause analyses and follow-ups are conducted for all significant outages. Review and analyze data on change, defects, incidents, and outages to develop and direct technical solutions.
  • Developed comprehensive efficiency report for senior management by creating SLAs in Time to Acknowledge, Time to Resolve, Time to Escalate, and Time to Close parameters, tracking these areas in conjunction with work volume.

Confidential, Roseland, NJ

MANAGER, TECHNOLOGY SUPPORT - PRODUCTION CONTROL

Responsibilities:

  • Spearheaded daily activities in JCL creation, 24x7 batch processing, release installations, defect resolution, and technical support across 15 QA/test environments.
  • Managed support, in-house installations, and shipment of monthly mainframe software releases to 27 regional offices.
  • Minimized data and revenue loss and security risks to company by leading the initiative to limit and control access to the system.
  • After presenting the potential risks to management, reviewed the access activities of more than 300 staff.
  • Revoked thousands of entitlements, instituted new controls for approvals, and implemented weekly reports to ensure adherence to new policies.
  • As Testing Support Representative on Technical Advisory Team, formulated and developed functional and batch processing best practices during analysis and design phases of new products and releases.

LEAD TECHNICAL SPECIALIST

Confidential

Responsibilities:

  • Provided 24x7 testing support to 14 MVS test environments consisting of 30 CICs, 14 multi-user facilities, and a DB2 subsystem.
  • Initiated and maintained disaster recovery backups.
  • Trained staff in technical troubleshooting and provision of end-user support.

LEAD COMPUTER OPERATOR

Confidential

Responsibilities:

  • Managed process of securing disaster recovery data off-site.
  • Supported Computer Operations Manager.
  • Trained junior associates.

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