SUMMARY:

• Network Support Specialist with longstanding experience configuring and administering IT architectures, and providing comprehensive technical support, documentation, and services for internal and external customer groups. Facilitates quality IT support operations through the creation of customized technology platforms to address and fulfill customer inquiries, software upgrades, and knowledgebase creation and maintenance. Translates customer requirements into technical platforms and informative, dynamic support documentation. Professional strengths include a customer - focused work ethic, excellent interpersonal communication skills, and deep expertise in implementing and providing continuous support to enterprise IT network environments.

TECHNICAL SKILLS:

MAINFRAME HARDWARE: IBM 3090/600E, IBM ES9000, IBM, 3390 DASD, EMC DASD, RAMAC, 3174 Controllers, IBM 3420 and 3480 Tape Drive units, 9490 Timberline Tape Drives, 9310 LSM, SUTMYN 3590 VTS

MAINFRAME ADMINISTRATION: CICS, TLMS, VTS, BMC, NDM, RMF, VTAM, MVS, CA11, CA7

SYSTEMS MONITORING & ADMINISTRATION: Control M and Maestro. Managenow, Peoplesoft, Peregrine,Service Now, Citrix, Autosys and Unicenter., TIVOLI System Manager, Telalert, HP OpenView, Compaq Insight Manager, Candle Workstation, Whats up Gold, Sysview, Netview

LANGUAGES: JCL, TSO-C-List, JES2

DATABASES: Oracle, Access, DB2

OPERATING SYSTEMS: Microsoft Windows 2008, Sun Solaris, VMWare, Sun Zones, Linux, Red Hat

NETWORK DEVICES: Routers, Switches, Riverbed Appliance, Google Appliace, F5 Network Appliance, Sniffers

SERVER HARDWARE: HP Blade Systems, HP Rackmounts, Sun Rackmounts

SUPPORT & INFRASTRUCTURE SYTEMS: Active Directory LDAP, DNS, DHCP, Netbackup, AUTOSYS r11, Orion, Putty, iLO, Advocent(IPKVM)

PROFESSIONAL EXPERIENCE:

Confidential, Northbrook, Illinois

Help-Desk Specialist

Responsibilities:

• Perform various Data Center operations duties including monitoring and scheduling of data backups and restores, file server maintenance & upgrade (both physical and virtual servers) and incident management tracking and resolution of issues, installing and racking of file servers and server blades and supporting of the network environment.
• Provided global technical support on all business applications used by internal and external customer groups.
• Administered and monitored various IT infrastructures, including VERTITAS Net and Autosys 4.0/R11 backups, and Cheetah, Concord Fishbone, IP Monitor, and Enterprise Dashboard to troubleshoot production jobs.
• Document and update procedural manuals to ensure a current, accessible technical knowledgebase for use by internal and external business customers.
• Implement and maintain UNIX, Linux, and Windows-based servers, performing the full range of network administration, backup, and recovery services.
• Conduct regular application checkups to ensure 100% system usability and business continuity throughout the IT enterprise.

Confidential, Chicago, Illinois

Mainframe Console Operator

Responsibilities:

• Created and maintained accurate schedules and communicated project deadlines to appropriate departments.
• Ensured that daily and project-related deliverables were achieved through efficient follow-up and feedback with internal and external support groups responsible for managing technical workflows.
• Created and maintained forecasting reports to Production Departments; troubleshot errors in schedules, identified redundant processes, and led initiatives to automate obsolete workflows.
• Documented and trained users on application procedures to communicate proper start, restart, kill jobs, and services to technical staff.
• Communicated technical information and solutions to a non-technical audience to cultivate a knowledgeable user base and technical staff, achieving effective technical support operations.

Confidential, Schaumburg, Illinois

Backup Restorer Analyst

Responsibilities:

• Monitored systems services and provided root cause analysis of failed jobs, servers, and hardware; generated and tracked trouble tickets while documenting daily support events.
• Performed backups, restores, scheduling, and investigated and resolved all technical support issues related to hardware, software, and enterprise applications.
• Acted as Tier-2 technical support to deliver escalated services during HelpDesk creation, handling, and closure of trouble tickets.
• Resolved technical problems by referring to policies, procedure specifications and interact with programmers.
• Provided production batch resolution for the production environment, and conducted root cause analysis to identify and eliminate reoccurring problems.
• Ensured all batch scheduling was completed on time for six client companies, exceeding Service Level Agreement by 99.8% for customer availability.
• Collaborated with business partners and clients to identify and define business requirements, recommend system specifications, develop solutions, initiate test scenarios, test cases, system acceptance and unit testing, and finalize implementations to production environments.
• Delivered system support for the Life Re Insurance Unit, which was supported and serviced by an enterprise client/server operating environment.
• Compiled and created all documentation regarding system upgrades, modifications, user procedures, and general technical documentation.