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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEPROFESSIONAL SUMMARY:A Technical Support professional with over 11 years of experience in large corporate environments, including McGraw-Hill, Grainger, and HewittExtensive experience in 1st and 2nd level Help Desk Analysis and support in fast paced, high call volume environmentsLocal to Illinois, 8 years of previous 3rd shift experience, available immediatelyCommunicates clearly with clients, co-workers and supervisors and vendors, elicit input and develop rapport. Escalates cases as necessaryIdentifies potential concerns, survey available options and implement strategies to resolve issuesTECHNICAL SKILLS:HARDWARE / OPERATING SYSTEMS -- IBM AIX, IBM 2084/2094,Z/OS, OS/390,Sun Solaris Unix and Linux Servers, Command Script, JCL,EMC, MVS/ESA VTAM,CISCO Routers, Switches, and Hubs. AS400,VPNAPPLICATIONS / SOFTWARE -- PeopleSoft, Control M/EM, Control R, Control D, Control O Lotus Notes NT, MS Office Suite, Remedy, Same time, Communication 2007,BW Reports, SDSF, CICS,,Direct Connect, Web Sphere, Web methods, Java Script, Filenet,,P8, FTP,TCIP,STRACS,NDM,VTAM,NETVIEW6000(Tivoli),NMC,SilkCentral/Segue,IMS4000,DataSynapse.Sharepoint,Outlook, Smarts, Siebel,MQ,SAP, Window XP, Maestro, WAN, TSM. MAC, BMC-Patrol, BMC Site scope, Novel, Marimba, SSH, Avaya.SAP, HP Open view, Carbon Copy(Remote), HDS Universal Replicator, SQL and Perl scripting, Active DirectoryPROFESSIONAL EXPERIENCE:Lake County-Waukegan, Illinois March. 2017-PresentComputer OperatorMonitor daily job scheduleUpdate and Modify JCL as neededMonitor and Schedule Daily VM/VSE Batch ScheduleCreating Daily DR back for offsite storageDaily recycling of CICSSetup and perform maintenance of peripheral equipmentWeekly IPL of all ESA machinesPerforms Daily Linux DB2 maintenancePerforms Daily printing of all Court required documentsPerformed password resetsComplete JCL, date changes to ensure items are processed on the correct datesPROFESSIONAL EXPERIENCE:BP-Naperville, Illinois JULY. 2016-Feb 2017Network POS TECHProvided advance troubleshooting of Networking, Credit Card Processing and POS Software Issues.Provided Tier 1 and Tier 2 Technical Support to all BP US Sites.Performed VNC and Remote Desktop troubleshooting and issue resolutionResolved Network connectivity issues to Netgear and other brand Switches, Cisco Routers, Commander, Mako, Hughes and other Network devicesFacilitated the GO live installation of all Network,Credit Card and POS Equipment at all new BP sites.RR DONNELLEY/IBM-ST. Charles, Illinois APR. 2016-SEPT.2017Computer OperatorMonitor daily job scheduleMonitor Servers VIA Dameware remote controlAnswer incoming customer phone callsComplete processing date changes to ensure items are processed on the correct dates.Process batch output for print processingATS- Schaumburg, Illinois Dec 2015-Mar.-2016Help Desk Analyst..Received telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.Performed password resets and software installs via Active Directory and LogMeIn Rescue-Remote Support & Customer Engagement ToolEscalated all unresolved calls to higher support levels.Provided other customer services at the PC Help Desk as defined in contract requirements for position.Keep supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.Assisted in generating defined PC Help Desk performance reports or charts toschedule.Comcast- Oak Brook, Illinois Feb 2012-Oct 2015Help Desk Analyst/CAE IPProvided first level customer support, for 50-75 daily callsProvided Technical Support for Comcast Products and services (Video, CDV, Internet)Handled Customer Billing payments and questionsSold Comcast products and servicesProvide New Hire Training Support as a SMEAssisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari, and Password resetsAssisted Customer with VPN connectionsUsed Remote Management Software (Log me in)Supported Microsoft Windows 7 and 8(Remedy)Ticketing systemMcgraw-Hill- Burr Ridge, Illinois Nov 2010-Feb 2011Help Desk AnalystProvided first level customers support, addressing issues and escalating to customer care support staff as necessary based on 50-75 daily callsProvided Technical Support for Mcgraw-Hill online Higher Educational Products. (CNE, CNT, Learn Smart)Assisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari and Password resets via Active DirectoryRemedy ticketing systems.Grainger Niles, Illinois Nov 2009-Sept 20101st Level SAP Analyst/Help DeskProvide Technical Support for SAP software installation for production modules(Password Admin),CRM(CIC), PEA (BW Production Reports),PRA (R/3),Provide Technical Support for the following SAP interface applications-Supplier Connect, OSS Inventory Solutions,GPAT, SOE,Thoroughly troubleshoot and document troubleshooting steps for 30 - 60 calls per daySupported OutlookProvided MS Application remote support via Carbon CopyProcess and create HP Open view incident ticketsDetermine severity, impact, and nature of incidents.Analyze, determine, and document reported production outages/incidents.Password Resets via Active DirectoryProvide assistance in the migration of the Grainger SSC solution database to SharePointHEWITT ASSOCIATES -- Lincolnshire, Illinois Dec 1997-Dec 2008Command Center Support/Incident Managemnt 1999-2008Incident Manager/Help Desk/Control M SchedulerUsed Tivoli/Remedy Ticketing SystemsProvided MS Application remote support via SametimeScheduled Batch jobs using Control M and Auto Sys Scheduler.Provided Password Resets via Active DirectoryProvide first and second-level technical support to clients, addressing issues and escalating to Third-level support staff as necessary.Monitor console and network operations, performing preventive maintenance for multiple systems and applications including MVS, Z/OS, LAN, WAN, UNIX, Internet,Windows.MAC, Telephony, DB2, CICS/Sysplex, JES2,Control M/EM, VM,VPN, DASD storage and Tape library, Production scheduling System and Remedy PM.Provides technical support to customers in software application.Determine severity, impact, and nature of incidents.Analyze, determine, and document reported production outages/incidentsProcess and create Remedy incident ticketsSupport Lotus NotesMonitor VPN connectionsEscalate to third party vendors if needed.Disaster recovery experience monitoring the TECH teams to insure time lines are met.Prepare daily turnover reportsAnswer incoming customer phone callsParticipate in incident critical conference callsMainframe/AS400/OS390/ZOSMonitor and acknowledge mainframe system eventsPerformed weekly and emergency IPL's and POR's of the ZOS Mainframe.Outage coverage and support including quiescing and resuming batchPerform DB2 maintenanceMonitor IBM Tape library and IBM DASD storage environmentMonitor McData FICON Directors andMonitor CICS/Sysplex nightly recyclesMonitor FTP EFT transmissions (NDM,STRACS)Monitor Telephony VRUs ( Automation Point)Monitor Edgemarc System (VOIP)Monitor Voice Transport CommunicationVirtual Remote Tape CreationProduction Scheduler- Control-M/EM, CA7Upgrade/Install BMC software (Control-M/EM,R,O,D)Monitor jobs for all applications to which schedulesDesign and create complex batch schedules for several business groups based on the business requirements across multiple environments (SAP, Unix, Linux, Windows, Mainframe, NT, Oracle)Troubleshoot abends and own the problem until resolution.Train global associates via Same Time.Network & AdministrationPerform basic server troubleshooting in accordance with procedurePerform JVM recyclesMonitor Web, Network/LAN and WAN- Tools: (Patrol, Site Scope, Smarts, NMC, Silk Central/Seque,Netview6000(Tivoli)EDUCATION:COLLEGE OF AUTOMATION -- Chicago, IllinoisDiploma in Computer OperationsGPA 3.5/4.0 |
