AREAS OF EXPERTISE:

PC - Hardware and Software: Experienced with use of: different versions of Windows/ Microsoft Office Apps (Excel/Word/PowerPoint/ Outlook/Sharepoint). Atlassian JIRA used for scrum board, and scrum projects. HP Service Manager & Service Now, both used for change, incident, and problem management. LIVEOPS / Skype for business / Lotus Sametime /ITEC - project portfolio Management Center - demand/project/time/resource management. Xmatters - on call Paging. In house Jmagic Explore - used for alerting/change/incident/asset/paging & calling on call, and many other components.

Mainframe Hardware: Experienced with various mainframe processors and associated hardware, including the IBM parallel sysplex configuration. AS/400 experience with backups, transmits, and receives.

Mainframe Software: JES2, VTAM/NCP, Top Secret, TSO/ISPF, TSO/IOF, TSO/SDSF, CA-VIEW, JCL, CA7, CA11, CICS, IMS, Omegamon, Netview, DB2, Boole and Babbage (MAINVU), RMF, RUMBA, BMC Controlm -Workload Automation v8.0.00, with BIM & ALERTS, ENDEVOR, Connect Direct (NDM), TMS, SQL

TECHNICAL SKILLS:

• Disaster Recovery
• JCL
• ITIL
• Abend recovery
• Mainframe
• Software documentation
• DB2Process improvement
• SQL
• SCRUM
• COBOL
• REXX
• CA-7
• ControlM & R
• UniX
• ERP

PROFESSIONAL EXPERIENCE:

Confidential

IT specialist

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem - solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Install, configure, test and maintain operating systems, application software and system management tools in a Microsoft Windows network environment.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Assist in maintaining security, backup, and redundancy strategies
• Participate in the design of information and operational support systems
• Liaise with vendors and other IT personnel for problem resolution
• Assist in ensuring the highest levels of systems and infrastructure availability
• Install new hardware and software.
• Setting up accounts for company employees with passwords and permissions.
• Monitoring a company s systems with security the prime objective.
• Assist in fixing network faults.
• Used ERP to manage inventory for the warehouse.

Confidential

Customer Service Representative

Responsibilities:

• Provide the highest level of customer service. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. The drive to support new technology and systems, the dexterity to enlist the assistance of others, as well as the capacity to synthesize large amounts of information are surpassed only by the goal of earning customer loyalty by serving them with courtesy, timeliness, and respect.
• Gathering and entering information about the disablement and then determine the best course of action for that member.
• Escalate to a provider that can assist the member in a timely fashion.
• Maintain composure during difficult situation with customers who are highly upset.
• Work with co-worker to ensure they are getting the necessary information needed in order to complete the task.
• Within the time there, was asked to work with American Motor Club, Maserati, and Ferrari

Confidential

Senior Manager Systems Services and Support Management

Responsibilities:

• Managed Market day support ensuring Service Level Agreements are met: Ensure that all batch abend (abnormal ending) recoveries are handled in a timely and accurate manner, escalations are initiated, when needed. Ensure that procedures are consistently adhered to. Recurring abends must be reported and escalated to application development team.
• Manage the Disaster Recovery exercise and continue incremental improvements and maintain accepted recovery time and improve processes and procedures.
• Assist in application functionality analysis by gathering appropriate data. Assisted in the preparation of technical documentations including system diagrams and operational procedures.
• Manage one-time scheduling requests: Strive for error free processing of one-time/ad hoc scheduling requests. Also continue to audit one-time requests to determine appropriate one-time requests. All one-time scheduling requests must have a fully approved Service Center change request. Handled technical service requests of varying complexity.
• Responsible for reviewing turnover reports and ensure that turnover items and checklists are all accounted for. Used SQL to create the report used. Ensure a seamless shift turnover by reviewing all shift turnover related reports and checklists; this includes incidents that may span from shift to shift.