SUMMARY:

• To maintain a Support or Leadership position where my experience and training will be beneficial in accepting new challenges, those that will lead to greater career growth.

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, NC

Asset Management Analyst

Responsibilities:

• Identify software licensing, and services for data collection and entry into APM.
• Collect information for software compliance & inventory, contract summaries, and cost comparisons.
• Enter and maintain information in a database format to address software compliance & inventory, contracts, and cost.
• Communicate through email, participate in group meetings with management and vendors.
• Respond to requests from end users, managers, and team members for specific IT Software Asset Management data information.

Production Control Analyst III

Responsibilities:

• Responsible for monitoring Mainframe and Distributed system processing in a 24x7x365 environment.
• Respond to incidents, resolving issues with a sense of urgency in the Production, Quality and Test environments.
• Timely response of ad hoc job scheduling, responding to failures, reruns, etc. using Service Now and ESP Job Scheduler.
• Assist with problem identification, escalation and resolution, triaging while collaborating with other service organizations in support of Incident Management and returning degraded systems to service.
• Escalation of those high priority issues following Best Practice protocol.
• Responsible for the upkeep of group documentation and turnover reports in SharePoint

Confidential, RTP, NC

Lead Operations Analyst

Responsibilities:

• Ability to lead and maintain effective Operational services, while functioning as part of a Confidential, ensuring procedures are followed and providing guidance for teammates.
• Recommend change; follow process and standards in the delivery of Operations Monitoring Services.
• Regularly meet Service Level Agreement objectives by prioritizing problems/incidents, ensuring SLA’s are maintained.
• Work closely with customers/clients and vendors to provide services, drive change and provide solutions when necessary.
• Lead 4 shifts in 24x7x365 Data Center functions, ensuring work schedule meets the needs of the business, ensuring coverage during scheduled and unscheduled time off.
• Challenge teammates to ensure they are setting development goals for self - improvement.
• Research problems and provide solutions to Management staff.
• Assisted with the renegotiating / contracting of media storage vendor services.
• Participated in Lean Diagnostics project 2012, removing several processes from Data Center Operations daily functions creating time savings.
• Problem Management and escalation, monitoring batch performance for ERP, SAP and other critical applications in a production, test and development environments.
• Worked closely with the Operations Manager while reporting all problems and suggested solutions.
• Monitored inventory for cleaning / production tapes and labels to maintain on-hand supply for ERP systems, ordering when necessary.
• Delegating duties amongst the team.
• Managed the Building and Data Center Access databases via Lotus Notes.
• Performed monthly audits of all US Data Centers.
• Vendor escorting.
• Created hardware break/fix tickets, open- track and update tickets via Remedy.
• Provided manual server reboots for UNIX and Windows platforms.
• Monitored Remedy queue for incidents and requests.
• Supported and assisted with the coordination of the RTP and Zebulon Data Center planned outages to ensure support staff and DC Ops worked in concert to ensure a successful planned outage.
• Assisted with the decommissioning of NetApp servers and removal from racks.

Confidential

Communications Analyst

Responsibilities:

• Oversight and editor responsibilities for communication processes of the IT Hosting Services Organization to ensure effective messages to staff, stakeholders and customers.
• Management of news publication including trusted news editor to handle operational reviews / publishing on the ITHS and EIS news channels via SharePoint.
• Contribute to the quality and timeliness and targeting on communications to our staff, stakeholders and customers, updating Team and Topic Sites in SharePoint while maintaining creativity.
• Monthly reporting on Team and Topic site usage to upper Management.
• Partnership with functional project teams to ensure coordinated and aligned communications to drive strategic as well as project messages.

Lead Operations Analyst

Responsibilities:

• Function as an outsourced Service Management Role for the RTP Data Center.
• Ensured performance needs and service levels were met.
• Approved timesheets, time off requests, overtime and oversaw all scheduling aspects to provide the client with adequate coverage.
• Liaise with vendors and other departments when necessary.
• Support the Operations staff and my Manager to make sure the organizational needs are met and the client data and systems are available and secure.

Operator for ACS Global Data Center Operations Team

Confidential

• Identify and create solutions for process improvements.
• Research, identify and report missed Service Level Agreements; Work on various projects effectively with teammates across geographic areas.
• Investigate and resolve issues with production processes, daily procedures and escalating when necessary as the first point of contact.
• Also function as Database Application support for several products, including Web Time Sheet, eRoom and Dashboard for the Confidential account.

Operations Analyst

Confidential

Responsibilities:

• Maintain system performance to ensure availability to avoid system degradation, being the first point of contact for mainframe system and batch issues.
• Monitor and maintain Confidential production and nonproduction systems in a Z-Series Mainframe and multi-tiered environment.
• Troubleshoot problems on several platforms using MVS, JES2, TSO/ISPF and SA/390.
• Monitor via SA390, using PC based 3270 terminal emulation.
• Track and record customer problems using the Remedy ticketing system and following through to completion.
• Handle ad-hoc scheduling requests and monitor batch processing on both the Mainframe and UNIX environments, using Maestro and Tivoli Workload Scheduler.
• Responsible for running file restores via NetBackup, and VERITAS, and server reboots upon request.