Resume Production Control Analyst, Boston, MA - Hire IT People

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Production Control Analyst,

Confidential, Boston, MA

Responsibilities:

Act as Lead Analyst - Responsible for Confidential center operation and condition for teh overnight processing shift.
Provide weekly time and attendance for teh Operations Center on 24 individuals.
Monitor nightly production processing for both distributed (UNIX, Linux, Windows) and mainframe (MVS, OS/390, z/OS) platforms.
Identify processing exceptions and take corrective action and/or notify appropriate support personnel of teh situation.
Rerun / restart batch processes using Tivoli (Confidential, OPC) for mainframe and Autosys for distributed platforms.
Monitor server environment using CA/Unicenter ensuring proper operation - performing corrective action to address abnormal conditions.
Document all processing exceptions / customer calls using HP's ServiceManager.
Provide off hours support for halp desk.
Designed and implemented SAS bases/reports to track processing exceptions across 3 processing platforms (z/OS, UNIX, NT).
Create metrics for senior management showing cross-platform processing exceptions and telephone call volume on a monthly basis.

Operations Analyst

Confidential, Medford, MA

Responsibilities:

Direct and control inbound call volume for three National Contact Centers.
Adjust staffing levels based on demand to ensure contracted client service levels.
Extract real-time statistics for management reporting on an hourly basis.
Process Customer Service Representatives time off requests and schedule adjustments.
Create Excel Spreadsheets and Charts using real-time for management reporting.
Monitor CSR’s call handling times - offering assistance where required.
Manage teh overnight shift from a Confidential level.

Customer Service

Confidential, Medford, MA

Responsibilities:

Take inbound roadside assistance calls from motorist covering twelve different programs.
Provide information to customers on program details, guidelines and escalation procedures.
Defuse irate customers over dissatisfaction wif vehicle performance or benefit availability.
Dispatch emergency assistance ( Confidential, Confidential, Confidential ) where required.

Technical Support Analyst

Confidential, Boston, MA

Responsibilities:

Provide telephone Technical Support for internal and external clients.
Batch job rerun/restart caused by abnormal termination.
Real time modifications to automated scheduling system (OPC) to address processing exceptions
Central Mainframe Processor weekly IPL and maintenance.
Work wif 3rd party providers concerning external file transmission issues.
Monitor batch production schedule ensuring timely processing and on-line availability.
Developed SAS programs producing print and graphical reports for Senior Management identifying problem processing trends.
Created SAS bases containing batch processing workload wifin a 12 Confidential mainframe processor SYSPLEX.

Senior Systems Analyst

Confidential

Provided programming and technical support for Payroll / Human Resource divisions.
Perform software test to insure payroll system was Y2K compliant.
Created automated process to transmit payroll after each cycle to department managers in Excel Spreadsheet format.
Produce print and graphical ad-hoc reports as requested from end-user community.
Designed, coded and implemented a 400 element Payroll / Human Resource base containing personnel and payroll information on over 14,000 individuals.

Operations Analyst

Confidential

Responsibilities:

Provided mainframe automated scheduler (OPC) and on-line report distribution (Mantissa) support for user community.
Maintain NetView alert table.
Provide mainframe scheduling support during implementations.
Identify potential processing conflicts and make required dbase corrections.