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Click here or scroll down to respond to this candidate Candidate's Name
Bronx, NY PHONE NUMBER AVAILABLE EMAIL AVAILABLE
OBJECTIVE A position that would utilize Information Technology skills.
EDUCATION Marist College 2012 - 2016, Poughkeepsie, NY
B.S. Information Technology & Systems, Minor: Computer Science
IBM Master the Performed advanced commands, system setup, advanced system navigation, TSO,
Mainframe Contest ISPF, SDSF and JCL tasks. Hands-on experience with multiple operating systems (Linux on z
(Fall 2015) Systems, z/VM, z/OS, z/TPF). Recognized with a Certificate of Completion.
HONORS Marist College Alumni Scholarship (September 2012) President s Volunteer Service Award
Ruben Diaz Jr. Educational Merit Award New York State Assembly Certificate of Merit
SkillsUSA Computer Maintenance Technology Proficiency Assessment Certificate (June 2012)
TECHNICAL Writing: Ability to efficiently document code and produce reports pertaining to my assignments.
EXPERIENCE Operating Systems: z/OS, Linux (Ubuntu), Windows OS.
Software: Microsoft Outlook, Word, Excel, PowerPoint, and Teams.
z/OS: TSO, ISPF, SDSF, JCL, UNIX System Services, TN3270, Putty.
Interests: Thirst for knowledge and learning new things.
EMPLOYMENT IT Command Center, IBM Kyndryl / Pomeroy Technologies, LLC, REMOTE NY (July 2022
Present)
Provide Tier-1 hardware and application support in a Help Desk and data center environment.
Respond to in-house, client, vendor, and customer inquiries / phone calls.
Monitor Mainframe and Middleware infrastructure.
Respond to alerts (Severity level) critical incidents. Escalate to appropriate teams, follow through until
resolution completed, update and resolve ticket using ITSM ticketing system.
Handle bridge calls related to Sev# critical incidents. Coordinate with Incident Management and reach
out to appropriate teams if needed until problem resolved with a known root cause, update and resolve
ticket accordingly.
Train new hires and create SOPs as redirected.
Content management and issue tracking: SharePoint, Confluence, and ITSM.
Mainframe Technical Support, Express Scripts, Franklin Lakes, NJ (October 2016 June 2020)
Monitor ServiceNow ticketing system and complete work orders. Example: System Access Requests
update and execute JCL to create userIDs (Alias) for all Mainframe users.
Monitor real time performance of the Mainframe environment utilizing SYSVIEW monitoring
software and alert senior engineering staff on all issues.
Participate in Disaster Recovery activities. Perform system shutdown and startup (IPL) utilizing the
Hardware Management Console (HMC); follow through environment verification checklist (SOP)
after IPL is complete.
Follow and execute Mainframe change procedure upgrades during weekend maintenance window.
Send out email to Change Management and Mainframe teams upon completion.
Provide 24 X 7 on-call support rotation.
Content management and issue tracking: SharePoint, Confluence, Jira, and ServiceNow.
Desktop Technician, Marist Desktop Client Services, Poughkeepsie, NY (July 2014 May 2016)
Provide third level Help Desk Support for Marist College staff / faculty both on site and by
telephone.
Help resolve Spyware / Malware, printer, and hardware related issues.
Replaced and installed hardware parts for Lenovo warranted laptops (hard drives, RAM) for
computer labs and classroom use.
Document all repairs and installations.
Content management and issue tracking: in-house z/VM ticket tracking system.
ACTIVITIES Marist College - Web Master, Zeta Psi Fraternity Nominated for Web Master position; tasked
with monitoring and updating information available via website (January 2013 January 2014)
Computer Society Club Game Society Club Black Student Union Intermural Soccer Club
LANGUAGES Bilingual - English / Native GA (Ghanaian Language)
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