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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE LINKEDIN LINK AVAILABLESpecialties:Mainframe Operations, OS/Street Address , Z/OS, MVS, TSO, CA7/CA11, JES2, IMS, CICS, DB2, MQ, VTAM, DFHSM, HMC, SYSVIEW, OMEGAMON/OMEGAVIEW, MIM/MIA, Virtual Tape, GRS, IPL/POR, SDSF, BMC Remedy, Vantive Incident and Change Management Systems, Service Now Incident and Change Management Systems, Digital Workflow Service Center, Basic Abend resolution, Monitor production batch cycles.Experience:GCC Mainframe Operator / SME (at AIG) (6 yr total)Pomeroy -- Nov 2019 Dec 2023 (4 yr 1 mo)Getronics -- Mar 2019 - Nov 2019 (9 mos)Collabera -- Dec 2017 - Mar 2019 (1 yr 4 mos)Monitor 48 z/OS mainframe systems via system consoles and TSO. Provide effective communication and problem resolution to the calls into the Command Center. Research and respond to alerts on the consoles and email requests from support groups. Perform health checks proactively throughout the shift. Update and participate in bridge calls as needed for ongoing issues or upcoming projects. Perform IPL maintenance as requested per scheduled changes or email requests from support. Perform Operations duties during DR exercises. Act as SME or mentor for offshore or new personnel in Operations. Update online and verbal turnover to oncoming shifts. Update documentation as needed. Train/mentor new international personnel in all mainframe tools, duties and procedures via MS Teams.Mainframe Infrastructure Analyst (at Citigroup)Collabera Mar 2016 - May 2017 (1 yr 3 mos)Monitoring and event and fault management of the clients 100 mainframe infrastructure for the Americas, EMEA and Asia Pacific regions while using Command Center standard procedures.Recognize severe events as they occur through use of monitoring tools. Engage management and technical support teams immediately upon awareness of severe technology degradation. Provide immediate health check on the technology infrastructure that may be involved in the incident. Mitigate potential or current business impact by taking immediate action in response to monitoring alerts or upon receiving phone calls indicating issues on the Command Center hotline. Server as the entry point for incidents into the support incident lifecycle. This includes initial incident recording and classification, engagement of support groups and assisting on conference calls to resolve system issues.Customer Service Representative FraudAdvanced Call Center Technologies, LLC Jan 2014 - Mar 2016 (2 yrs 3 mos)Customer service representative Fraud department for credit cards at various banks.Operations ManagerBelievers Broadcasting (KVJS 88.1 fm) -- Jul 2013 - Aug 2015 (2 yrs 2 mos)IT hardware and software management, website development, audio editing and scheduling.Document Control SpecialistTucker Electronics Jan 2013 - Jun 2013 (6 mos)Wrote detailed descriptions and took pictures of manuals for electronic equipment and uploaded images and descriptions of manuals to eBay for sale.HP Enterprise Services (formerly Electronic Data Systems) -- (16 yrs 4 mos total)ITO Service Delivery Representative IV / Team Lead Aug 2008 - Jun 2011 (2 yrs 11 mos)Facilitated communication between team and management and support groups, representing team in various meetings regarding problems, changes, migrations, projects. Performed various administrative tasks on behalf of managers.Client Migrations Migrated in/out operations support for clients per client contracts. Ensured the transitioning personnel had the access, software and training necessary. Wrote or reviewed operations and client documentation to meet Quality Management standards and procedures that were instrumental in training operations personnel.Customer Service Mitigated hundreds of customer outages and improved their systems availability and data processing ability, allowing them to access and process data on a timely basis and maintain or improve profitability.Technical resource and trainer SME locally and internationally for technical questions, or finding appropriate documentation or contact information. Trained others on new software and tools. Wrote and animated an online course for EDS University for a new tool using iTutor.Project coordinator Spearheaded project for development and implementation of a new tool/automation to detect and report when a problem situation regarding high spool usage/high cpu usage/possible looping job is happening on a system. Developed project goals and coordinated efforts of several support groups and operations in order to implement the new automation onto multiple systems.Senior Computer Operator Nov 1999 - Jul 2008 (8 yrs 9 mos)Incident Management, Problem Management, Change Management, Project Management, Teamwork/ Team Management led a small team focusing on both cost and quality management. Trained/mentored local and alternate site team members on new procedures and tools and on new clients and systems. Trained/mentored international operations personnel on migrating systems via Webex, Netmeeting and other tools.Advanced Computer Operator Apr 1999 - Nov 1999 (8 mos)Computer Operator Aug 1997 Mar 1999 (1 yr 8 mos)Print Operator Mar 1996 Jul 1997 (1 yr 5 mos)Offline Equipment Operator Mar 1995 Mar 1996 (1 yr)Education:Bryn Mawr College BA English (1976-1980)East Texas State University (now Texas A&M Commerce TX) -- graduate work in Information Science/Education (1980-1981) |
