TECHNICAL SKILLS

IPCenter, Racon, Volcano, Control-M Scheduler, IPTOOL, UNIX, DataStage 8.5, Oracle SQL Developer, SFTP, FTP, Connect Direct, CA Unicenter Service Desk, Remedy, Peregine, HP Ticketing Software, Lotus Notes, Outlook, OpenView, CA-Unicenter Scheduler, Unix- Sun Solaris, AIX RISC, HP, Tivoli Workload Scheduler Maestro , TDWS, VERITAS Netbackup 6.5 7.1, EMC Legato NetWorker, IBM System Storage TS3500 Tape Library,SMARTS, TIG DPQM , Sitescope Topaz, MVS/ESA with LPARs, JES2, VTAM, WinSCP, Putty, FileNet.

PROFESSIONAL EXPERIENCE

Confidential

Tech Ops Analyst

• Worked Credit Card Services Production/Application Support environment. Handled a variety of application, users, and software issues or requests.
• Resolved Incident Management issues.
• Performed Implementations from ITSM Change Management in the UNIX and Windows platform.
• Triaged failed jobs from TDWS and Control-M.
• Utilized Oracle SQL commands to process Developers request.
• Ran Scripted scripts ksh and perl

Confidential

Support Engineer Level 1

• In the National Technical Operations triaged and fixed customer-facing issues for live streaming and Video on Demand for TV, Web, phone, and tablets.
• Used analysis, specific SOP's, replication and engage additional resources as needed to resolve service impacting events, team effort to meet SLA.
• Handled incoming escalations from other organizations via ticket repository, phone and emails.
• Followed SOP to engage specific engineering teams for advanced troubleshooting, or determining escalation protocol by gathering data, research, and result from triage.
• Tracked, followed-up, and distributed information pertaining to application and network problems.

Confidential

Batch Operations Analyst

• In Credit Card Services researched files respective to job failures, requests or concerns to achieve successful completion in Control-M. Analyzed failure by jobs' SYSOUT, searching for various types of errors: Oracle, DataStage, Unix or file data error.
• Proactive in forecasting job anomalies. Followed Instructional Plans to implement changes.
• Change conditions, command line, Order/Force, searched specificity via Filters. Stop and change Resources.
• Investigated issues, communicated effectively with teammates, developers and technical personnel continuously and vendors.
• Performed Secured File Transfer Protocol SFTP , deletes, moves, copies, etc using AIX and Solaris. Verified data in Connect:Direct. Communicated with TSYS on a daily basis.
• Changed command-line in Control-M to rerun job from point of failure. As well as used command-line on Unix servers.
• Studied logs and monitored sub-jobs. Reset sequencers, sub-jobs and Recompiled jobs in DataStage 8.5.
• Utilized Oracle Database PTYLPHY to search for files incoming and outgoing SELECT sql command to display information about file.
• CA Unicenter Service Desk used to record all Incidents in addition the Ticket Repository utilized as a research tool, and to perform Change Management request.

Confidential

Technical Operator

• Monitored backups, clients and servers across multiple solutions, utilizing VeritasNetBackup, Tivoli Storage Management, SMARTS, TIG DPQM , and BrightStor.
• Manipulated tape function for silos via IBM System Tape software.
• Adhered to standard operating procedures in response to failed backups.
• Performed restores, tape inventory, cancel and decommission backups.
• Troubleshoot open tickets for CA Unicenter Service Desk and contact appropriate personnel when applicable.

Confidential

Production Support Analyst

• Assisted Operations Business Managers OBM in managing clients' web page by investigating, analyzing, and replicating.
• Applied critical thinking to identify existing anomalies ran set queries to test.
• Researched intricate proprietary ticketing and application software for historical data.
• Prioritized handling of email requests in massive repository.
• Represented OBMs to appropriate vendors in order to address issues/concerns.
• Managed Production Support proprietary Ticketing Repository inbox.

Confidential

Operations Analyst contractual

• Monitored processing on Stratus system. Recorded and performed daily procedures on Stratus and AS400.
• Verified validity of file transmissions.
• Utilized Remedy to record incidents.
• Ran jobs and failed jobs from point-of-failure with authorization.

Confidential

Web Support Analyst contractual

• Provided technical support for websites and technical applications.
• Documented all incidents in Peregine and tracked all Technical Service Center related tasks of an implementation according to standard operating procedures. Also, utilized Remedy and proprietary Ticketing Repository to record incidents. Monitored web pages via Sitescope and Topaz.
• Participated in implementation to ensure that tasks and validation procedures were performed, followed, and documented properly.

Confidential

System Analyst

• Monitored via OpenView for anomalies in the Global Enterprise.
• Analyzed issues to determine which technical group or person to contact in the Global dynamic infrastructure.
• Researched and recorded problems in Remedy. Executed all job requests for CA-Unicenter Scheduler.
• Re-ran failed backup jobs, restored data and manipulated tape drives in jukeboxes using VERITAS Netbackup.

Confidential

Senior Computer Operator

• Monitored servers' availability, file systems, daemons and processes using OpenView.
• Used Unix HP commands in restores, files transfers, permissions and ftp.
• Managed job-flow in Tivoli Workload Scheduler Maestro .
• Used Remedy Ticketing Repository to record and research incidents.
• Provided Help Desk support assisted end-users.
• Performed backup operations using EMC Legato NetWorker utilizing the command line.

Confidential

UNIX Systems Technical Support

• Assisted UNIX technical personnel with request for profile changes, permissions to manipulate jobs, scheduling jobs using crontabs, along with installing software.
• Operated and monitored multiple CPUs in an MVS, and UNIX environment. IPLed.
• Powered systems up and down.
• Monitored schedules.
• Provided first-level help desk support. Serviced users in resolving PC, UNIX RS6000, SUN Solaris , and mainframe computer related problems in worldwide network.