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Hillsborough, New Jersey 08844: PHONE NUMBER AVAILABLEEMAIL AVAILABLELinkedIn: https://LINKEDIN LINK AVAILABLEIT SUPPORT OPERATIONS SPECIALISTAnalytical, dynamic & results-driven IT support professional with extensive experience supporting multiple operational technologies across global infrastructure platforms, strong work ethic, highly motivated & ambitious, sustain mission critical technologies across enterprise-wide data center infrastructure environments, creatively inclined, passion for technology, interact professionally as a team player with all organizational layers, manage tight deadlines to meet deliverables, juggle multiple work assignments simultaneously, detail oriented, focus on quality & drive for perfection lead to favorable results & strengthen service delivery outcomes.TECHNICAL PROFICIENCIESNetBackup NetApp Backup & Recovery IWS/TWS/JOBTRAC Batch Job Scheduling SharePoint HTML Web Design Adobe Experience Manager (AEM) Web Authoring ServiceNow Change Management Incident Management Disaster Recovery 24x7 Support ITIL Mid-Range MainFrame/TSO/JCL REVTRAC OKTA puTTy MobaXterm DataDomain Tape Drive Management UNIX WINDOWS LINUX AIX TEAMS ZOOM Writing for Publication MS Outlook/WORD/EXCEL/PowerPointPROFESSIONAL WORK EXPERIENCEORTHO-CLINICAL DIAGNOSTICS/QuidelOrtho, Raritan, New Jersey8/2016  04/2024 (8 Years)Sr. IT Support AnalystIWS Production Batch Job Scheduler:Developed, tested, monitored & executed complex SAP-based Production batch jobs & schedules configured to promote & sustain company goal objectives utilizing IWS job scheduling software supporting key business applications & strategic workflows in alignment with customer algorithms that drove business value across a global infrastructure landscape platform ensuring 100% program automation in support of manufacturing, supply chain, financial & customer service methodologiesTrouble-shot batch job failures in order to minimize impact to customer established SLAsProvided 24x7 availability in order to sustain global stakeholder business portfoliosDeveloped consensus-based recovery solutions in collaboration with team members to effectively address workflow impact disruptionsCreated, maintained & standardized IWS procedural content in alignment with all ServiceNow knowledge-based instructional documentation in adherence with internal standardsDeveloped & maintained SOP & SLA documentation in order to remain compliant with quality assurance & regulatory standardsMaintained Batch Scheduling CMDB assets in alignment with ServiceNow protocols securing asset management integrityTabulated service specific metrics-based statistical data for executive leadership assessmentDocumented team status activities & accomplishments in alignment with management goal criteriaInterfaced with third-party vendor support liaisons to facilitate problem escalation processes & maintain up-to-date system software including patches, fix packs & version controlsSharePoint & Intranet Web Services Creative Content Author:Authored intranet content tailored to the provisioning & delivery of IT based technology services enhancing accessibility & user engagementCreated & maintained a centralized document repository for all shared documents (on-call rotational calendars, systems maintenance & activities task agendas, online reference guides & tutorial manuals, IT support processes & procedures, service-based metrics & general IT announcements) to effectively streamline the Batch Scheduling, ServiceNow & Change/Incident/Release Management service delivery protocolsChange Management Support Liaison:Performed service delivery tasks relevant to the support of change related processes & procedural protocols established to mitigate risk in a global infrastructure environmentFacilitated weekly CAB meetings in attendance with a global audience in order to evaluate change risks & strategize on minimizing business impact implementationsEvaluated all moderate & high-risk change proposals in order to align with established risk mitigation protocols & compliance requirements prior to approving for production deploymentCoordinated the transport importation process via REVTRAC ensuring seamless integration & compliance with operational guidelinesJOHNSON & JOHNSON, Raritan, New Jersey10/1991  4/2016 (25 Years)Sr. IT Operations Support AnalystNetBackup Support Analyst, Global Data Protection Service Operations:Provided second-level Backup & Recovery support services in support of a global backup infrastructure, utilizing NetBackup & NetApp applications software deployed across Enterprise platforms that included 10 master backup domains consisting of over 20k UNIX, WINDOWS, AIX & LINUX clients per backup domainPerformed data recovery restores of business critical data ensuring 99.99% recoverability of key stakeholder folder dataProvisioned new backups & managed capacity workloads across multiple backup domains in alignment with key stakeholder protection criteriaConfigured backup policies in support of business crucial dataEngaged in problem analysis & recovery solutions in collaboration with team members in order to ensure 100% turn-around & recovery from business impact incidentsMitigated tape drive hardware failures, ensuring 100% data storage capabilitiesMaintained hardware maintenance schedules with third-party vendors in order to maintain up-to-date system software including patches, fix packs & version controlsTWS Maestro/JOBTRAC Batch Job Scheduler:Conducted production batch scheduling operational tasks to support stakeholder business applications & strategic workflows enhancing global operational efficiencies across diverse infrastructure global platform landscapesDeveloped, monitored & maintained complex batch job processes across both Mid-Range & MainFrame technology platforms ensuring alignment with stakeholder business algorithim workflows & service goal objectivesChange Management Support Representative:Developed diverse change protocols - normal, proposed, expedited & emergency  to enhance resilience & minimize outage risks across global enterprise backup landscapesServiceNow Support Representative:Managed & maintained Configuration Iem (CIs) asset details in order to ensure the integrity of all Tape/Storage assets within the Backup Configuration Management Data Base (CMDB) & to streamline asset tracking processes & enhance data reliabilityDisaster Recovery:Conducted comprehensive offsite disaster recovery exercises in support of backup & restore business continuity initiativesHelp Desk Analyst/Customer Relations Account Representative/Computer Operations Supervisor/Sr. Console OperatorAdditional Relevant ExperienceEQUITABLE LIFE ASSURANCE SOCIETY/CIGNA COMPANIES, Easton, PA.IBM/MVS Mainframe Systems Programmer/Sr. Console Operator/Shift Lead/Computer OperatorEDUCATIONPre-Bachelors completed in Computer Science/JournalismEast Stroudsburg University, East Stroudsburg, PA.Easton Area High School  DiplomaEaston, PA.PROFESSIONAL DEVELOPMENTITIL 4 Certified (Foundations of Service Management)Web Design & Development  Raritan Valley Community CollegeWriting for Publication  Northampton County Area Community CollegeComputer Programming COBOL/BASIC/FORTRAN  East Stroudsburg University/Easton Area High SchoolSHARON L ROTHERMEL