SUMMARY

• 17+ years of experience as an Information Technology Specialist and Operations Analyst.
• Ability to communicate ideas and information in technical terms relating to me.T.
• Supported various platforms and operating systems using experience and set SOPs.
• Ability to operate and execute distributed and mainframe operator controls as well as execute daily tasks and deploys over teh platform.
• Identify and understand problems with software programs or computer hardware.
• Thrive in fast paced, quota driven environment while satisfying quality standards.
• Understand teh ideas and information presented and communicates through technical terms to others.
• Excellent communication, analytical and writing skills.
• Provide technical support, help desk assistance, access provisioning for internal and external end users.
• Satisfy requirements that involve light to heavy manual labor, and any other physical duties as it pertains to operations support.
• Understand and execute teh 24/7 responsibilities required for teh me.T Network and Operations.
• Onboarding of new internal personnel.

TECHNICAL SKILLS

• AS400
• MVS
• TWS - OPC
• TSO-OPS
• JES
• SDSF
• ISPF
• CICS
• UC4
• ASG-Zena & Zeke JCL
• Windows MS-Office
• HP Service Manager
• ConnectWise
• ATLAS
• SolarWinds Orion
• PRTG
• Commvault
• ServiceNow
• RSA
• Active Directory
• Interaction Desktop
• Polycom
• Nortel
• BOMGAR
• AWD Viewstation
• Adobe Photoshop & Illustrator
• Trend Micro Quickscan
• Lotus Notes
• VMware
• BMC Remedy
• ITIL
• Android OS & Apple iOS
• Unix
• Linux
• WhatsGold

PROFESSIONAL EXPERIENCE

Confidential, Kansas City, Missouri

IT Infrastructure Support Analyst

Responsibilities:

• L1/L2/L3 support Activities - Incident fixing, Problem resolution, Service request fulfillment, Change Management, Minor Enhancements in a Manufacturing Plant environment.
• Exercised application management responsibilities such as downtime management, release management and supporting application audits.
• Point of contact and process activities for application lifecycle and infra lifecycles.
• Daily administering and troubleshooting teh provisioned Infrastructure on Plant Segmented networks.
• Use IT technical troubleshooting solutions for Dell products (workstations and rack mount servers).
• Assist or process Infra maintenance activities like OS Patching, Backup Procedures, SEP, IoSafe etc.
• Field Services experience utilized and coordinated with Global IT for installation, configuration, access provisioning in Delta-V infrastructure environment and upgrading teh underlying infrastructure products.
• Traveled to other Manufacturing sites in nearby cities for teh client and coordinated with vendors of teh business to satisfy change requests and assist with business projects.

Confidential, Overland Park, Kansas

NOC Engineer

Responsibilities:

• Supported SQ configuration, maintenance and upgrading of all networks and infrastructures.
• Deployed and inspecting IT network systems.
• Overseeing teh safe installation of hardware and cabling systems.
• Monitoring teh performance and capacity of computer systems like Orion/Solarwinds and PRTG.
• Performing regular checks on teh network hardware and software.
• Responding to network alerts and hardware malfunctions.
• Diagnosing and troubleshooting network errors.
• Tracking and documenting network issues and compiling incident reports.
• Responding to user requests and providing network training.
• Managing system backups and network security protocols.
• Create NOC strategies for escalations, knowledge retention, and process handling for teh Confidential teams.

Confidential, Claycomo, Missouri

IT Plant Engineer

Responsibilities:

• Upheld teh responsibility of implementing, maintaining and troubleshooting IT applications in teh plant to ensure maximum contribution to productivity, quality and responsiveness whether with robust change control processes and/or executing knowledge of Project Management processes in a Manufacturing Plant environment.
• Facilitated teh implementation of IT enablers in teh plant to support teh company s process efforts in terms of flexible and lean manufacturing, error proofing and manufacturing execution systems.
• Provided technical support for IT Applications and Infrastructure throughout teh plant or remote support of staff.
• Focused on teh integration and long - term maintenance of teh production scheduling execution systems in an assembly setting.
• Managed application and hardware support in a manufacturing setting, including defining, updating and adherence to operating procedures.
• Exercise professional communication skills working with Business management and global teams. Took on a good understanding of variety of application architectures and networking.

Confidential, Kansas City, Missouri

Network Operations Control Operations Analyst me/Tier me & II Service Desk Support

Responsibilities:

• Maintaining teh integrity, availability, and performance of network systems, distributed and mainframe computing platforms, service call center services and applications as operations analyst in a NOC environment.
• Document with detail teh activities of operations work completed as well as any Tier me & II Help Desk tasks performed in ServiceNow system or other required databases required by Confidential operating procedures.
• TSC Tier me & II technical support for In - office and Work-At-Home (WAH) users of Confidential .
• Managing of system libraries and servers for daily, weekly, monthly, quarterly, and annual events on distributed or mainframe platforms during planned or unplanned instances.
• Perform research and assist in TEMPeffective implementation of systems.
• Provide support for internal IT groups as first line of contact for on-call support coordination.
• Provide detection, analysis and resource allocation for service affecting events.
• Perform full system tasks to prepare for IPL's and backups weekly.
• Maintain various documents for operational systems and update it as required.
• Preparing daily shipments for off-site storage.
• Verifying requests for Confidential employee access rights to internal programs used to conduct BCBS business, provisioning and de-provisioning duties.
• Outlining, and updating guidelines practices and procedures for operations support and service center in ServiceNow or other Confidential capacities.
• Support desktop technicians with imaging from Windows 7 to Windows 10 on virtual desktops (VDI) and physical devices. Migrating using teh SCCM 2012, MDT, WDS SCCM, supported by ITIL processes set by Confidential standards and IT solutions industry.

Confidential, Kansas City, Missouri

Enterprise Control Mainframe Operator/Computer Operator

Responsibilities:

• ACI web systems monitoring, and ECC mainframe console operations support (IBM AS/400 & z/OS 390, Automic - UC4).
• Provide integration services between teh channel IT representatives (Direct, 3rd Party, Investment Management, Corporate Applications and RPS) and other Infrastructure teams, and web site related projects, changes, fixes, and upgrades.
• Identifying MVS (TSO/ISPF) errors and resolving issues using set resolutions.
• Provide research and development and process improvement for teh environment.
• Executing daily batch job releases, web deploys, and requests for ECC Mainframe/MVS, Production Control, etc.
• IBM mainframe console monitoring and operating to resolve known and unknown error conditions.
• Implement test software into teh data center, troubleshoot and solve problems with teh software.
• Train personnel on new software solutions.
• Retrieving and mounting requested tapes (cartridges) on specified tape drives or units.
• Observing mainframe tape drive units for warnings and error conditions and taking appropriate action.
• Prepare requested tapes for shipping off-site, logging incoming tapes into database.
• Referring problems that do not respond to preplanned procedures to a network control center.

Confidential, New Century, Kansas

3rd Shift Computer Operator

Responsibilities:

• Monitor availability and performance of network systems, mid - range and mainframe computing platforms, call center services and applications.
• Proactive monitoring and managing of JES systems capacity for distributed, mainframe, applications and network elements.
• Provide detection, analysis and resource allocation for service affecting events.
• Perform full system IPL's and backups weekly, preparing shipment of disaster recovery items for off-site storage.

Confidential, Kansas City, Missouri

Technical Support Specialist II-Seasonal

Responsibilities:

• Provide extensive technical support to administration, field associates and management. Advanced knowledge of computer software, Microsoft operating systems, networking, frame relay, PC hardware or proprietary products, as appropriate, to ensure internal and external customer's questions and issues are successfully resolved.
• Determine logical solutions to software or hardware problems and convey solutions appropriately to others via verbal and written communications.
• Advanced knowledge of and experience with Microsoft operating systems, PC operations and software applications and support. Knowledge of networking functions. This includes command structure, operating systems configuration and utility programs.
• Assist users with access credentials such as password resets, account setups, and software functionality.

Confidential - Kansas City, Missouri

Peripherals Equipment Computer Operator

Responsibilities:

• Operations support for USDA - Confidential technology center.
• Retrieving and mounting requested tapes (cartridges and some reel-to-reel) on specified tape drives or units.
• IBM mainframe console monitoring and operating to resolve error conditions.
• Observing mainframe tape drive units for warnings and error conditions and taking appropriate action.
• Loading, setting, and adjusting controls for an IBM Info Print 62 production printer, clearing and sorting printouts.
• Using a list, gather and stage scratch/blank tapes for use in units and drives.
• Unloading, collecting, and filing back tapes as teh flow of processing dictates.
• Prepare requested tapes for shipping off-site, logging incoming tapes into database.
• Referring problems that do not respond to planned procedures to a network control center.