TECHNICAL SKILLS

Mainframe: MVS - XA, JES2, JES3, TSO, ISPF, SDSF, VTAM, CA7, CICS, JCL, NDM, IMS, DB2, Secure Sync

Software: SAP, UC4, Autosys, MS Word, Excel, Outlook, Remedy ITSM(Problem / change management), Peregrine Service Center(Problem / change management), Confidential OpenView (Enterprise System Management system monitor(ESM), Confidential BSM system Monitor, ), Confidential Operations Manager system monitoring, Confidential Network node system manager (NNM), Tivoli Alert Monitoring, OpCon Enterprise Manager, NT Active Directory, Aperture Vista, Visio, Windows NT, Unix, Linux, AIX, Solaris, Netbackup, Veritas, Ping, Telnet, BGP, SSH, Putty, Confidential Operations Manager

Hardware: CPU: Confidential Z10/Z12, Confidential ES9000, 3090/3081/3033 , Confidential AS400, Confidential Non Stop, TANDEM, Xerox 9700 Printers, EMC Storage, Confidential Storage, STK Silo, Server Hardware, Confidential, Confidential, Confidential, CISCO Routers / Switches.

PROFESSIONAL EXPERIENCE

Confidential, - Houston, TX

Incident Manager

Responsibilities:

• Analyzed incident in Operations Management Center. Execute operations, escalations, ticketing, and communications with internal and external parties to drive solution.
• Triage calls, email, chats, and phone communications to achieve complete satisfaction. between vendor, system engineers and internal IT resources.
• Communicate with users, stake holders and CS SMEs on ongoing, outstanding issues to arrive at a solution.
• Excellent Communication skill - Ability to communicate with users, stake holders and CS SMEs. n ongoing, outstanding issues to arrive at a solution.
• Trained new employees on environment tools, triage procedures, escalates, and ticketing process.
• Managed detailed level Tasks, ensure timely updated, project plans and status reports.

Confidential - Houston, TX

Incident Manager

Responsibilities:

• Analyzed incident in Operations Management Center. Execute operations, escalations, ticketing, and communications with internal and external parties to drive solution.
• Monitored as first responder on 5 virtual rooms for critical, urgent, and other IT request.
• Triage calls, email, chats, and phone communications to achieve complete satisfaction between vendor, system engineers and internal IT resources.
• Communicated with users, stake holders and CS SMEs on ongoing, outstanding issues to arrive at a solution.
• Excellent Communication skill - Ability to communicate with users, stake holders and CS SMEs. n ongoing, outstanding issues to arrive at a solution.
• Trained new employees on environment tools, triage procedures, escalates, and ticketing process.
• Managed detailed level Tasks, ensure timely updated, project plans and status reports.

Confidential, Houston, Texas

System Analyst / Monitoring Analyst

Responsibilities:

• Unix / Linux /Windows Confidential OM Manager
• Install Certificates, policies, License, OS-level monitoring agents on servers.
• Resolve Incident Tickets and Create Tickets for System Engineering teams
• Monitoring 20,000 + Servers

Confidential, San Antonio, Texas

Service Desk Technician / NOC

Responsibilities:

• Reset / Unlock Windows NT user passwords via Active Directory.
• Reset SAP user passwords.
• Ping network routers and switches
• Open /Close incidents / Service Request using Cherwell Service Management
• Monitor Unix/Linux and Windows server alert using Confidential Operations Manager
• Monitor Batch using OpCon Enterprise Manager
• Event monitoring - application, server and infrastructure using enterprise monitoring tools.
• First responder for critical/urgent alerts and events that are triggered.
• L1 triage/validation of all events/alerts received within the Command Center.
• Execute daily NOC operations, escalations, ticketing, and communications with customers.
• Monitor the network and infrastructure for the enterprise.
• Able to use the tools provided to triage and escalate critical and major issues within the environment.

Confidential, Houston, Texas

Information Technology Specialist

Responsibilities:

• Monitored and controlled 30 Confidential Z/10 Mainframe LPARS. IPL systems during scheduled and unscheduled maintenance
• Event monitoring - application, server and infrastructure using enterprise monitoring tools.
• First responder for critical/urgent alerts and events that are triggered.
• L1 triage/validation of all events/alerts received within the Command Center.
• Execute daily NOC operations, escalations, ticketing, and communications with customers.
• Monitor the network and infrastructure for the enterprise.
• Able to use the tools provided to triage and escalate critical and major issues within the environment.
• Created and updated existing documentation of processes and procedures in support of administration tasks.
• Handled customer request relating to manipulating jobs, modifying batch initiator’s, canceling active jobs, resetting ACF2 passwords and replying to system WTOR.
• Conducted systems support activities, such as network and server monitoring, troubleshooting, escalation and resolution using Confidential Openview (Enterprise System Management system monitor (ESM)), logging into Network routers and switches and issued commands for problem determination.
• Opened Remedy (ITSM) incidents contacting affected site, Network level 2, AT&T or local carrier based on results from problem determination. Ping, Telnet, BGP, SSH, Putty
• Enterprise monitoring of 300 + SAP systems, bring SAP systems down/up via UC4 automated scripts upon request or during scheduled and unscheduled maintenance. Open and close SAP connections, depositing passwords into SAP Portal secured area, deposited user passwords.
• Monitored multiple Confidential AS400 midrange system making frequent health checks and contacting Midrange support team when necessary.
• Enterprise Windows/Unix/Linux server monitoring and escalation. Contacted server support teams, when necessary. Performed soft / hard server reboots, replaced server disk when required.
• Executed daily NOC operations, escalations, ticketing, and communications with customers.
• Worked directly with customers on support issues and service requests.
• Coordinated with team members to ensure timely resolution of incidents.
• Coordinated with carriers, service providers and vendors to correct issues.
• Maintained support and operational processes.

Confidential, Houston, Texas

IT Project Coordinator

Responsibilities:

• Interviewed, hired and managed 3 SME team members.
• Managed successful removal of old PBX wall frame with approximately 5000 connections as well as the installation of new cabinets and open frames.
• Removal of All PBX Inactive Jumpers/Cross Connects.
• Assigned, distribute and review work of subordinate personnel.
• Ensured all problem and change management tickets were approved prior to work starting.
• Created / Maintained work schedules and payroll hours.
• Strong ability to work with cross functional teams.
• Data center equipment inventory
• Ensured the successful delivery of projects.

Confidential, Houston, Texas

IT Project Coordinator

Responsibilities:

• Managed 3 SME team members to install 30 Confidential servers into existing cabinets, installed cables from servers to patch panels and ran jumpers to network switch/router following established customer cable management procedures.
• Created and labeled all servers and cables.
• Created excel spreadsheet for clear and concise cabling port information.
• Planned and established priorities

Confidential, Houston, Texas

Data Center Facilities Manager

Responsibilities:

• Attended all change management meeting to represent the data center regarding all equipment installation, placement location, arranging power and cabling to cabinet as well the racking and stacking of equipment and cable management.
• Data Center Project Coordinator attended all change management meetings and was an approver for the data center.
• Attended weekly meetings with building engineering teams to discuss all changes relating to the environmental equipment such as UPS, generators, cooling towers, PDU’s, CRAC units or any work that might have an adverse effect on the data center.
• Played key role on major project for controlled data center shutdown and restart.
• Attended all meetings to discuss coordinated removal of applications and operating systems.
• Approved all hardware installations and removal of equipment.
• Arranged all power installations for new equipment installations based on manufactures specifications.
• Utilized Aperture Vista tools to create real-time visualization of our environment.
• Created and Maintained data center top-down view, cabinet, and rack equipment elevation drawings.
• Managed and maintained vendor relationships.
• Managed processes, measured capacities, and planned for change.
• Performed monthly audit of data center equipment and ensuring all equipment was entered correctly into the asset inventory as well as entering the correct serial numbers, asset tags, owner and support group information.
• Maintained and ensured all employee and vendor JSA (job safety analysis) yearly certifications was up to date for physical access to the secured area of the data center.

Confidential, Houston, Texas

Data Center Manager

Responsibilities:

• Played role in data center migration from Houston to New Jersey (Mainframe)
• Full responsibility for production schedules
• Ensured training was provided as required to adapt and improve skill sets for changes in work environment.
• Created personnel evaluations and reviewed evaluations with employees.
• Coordinated disaster recovery efforts for Confidential mainframes systems.
• Data Center project coordinator
• Ensured production SLA’s were meet.
• Ability to direct, supervise and lead diverse staff.
• Responsible for monitoring the health and event logs of Network and servers in the NOC.
• Lead guided and developed direct reports on a day-to-day basis to achieve objectives and targets in accordance with the Performance Management process.
• Handled all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures.
• Ensured training was provided as required to adapt and improve skill sets for changes in work profiles.

Confidential

Data Center Manager (Mainframe)

Responsibilities:

• Played role in data center migration from Houston to New Jersey (Mainframe)
• Full responsibility for production schedules
• Ensured training was provided as required to adapt and improve skill sets for changes in work environment.
• Created personnel evaluations and reviewed evaluations with employees.
• Coordinated disaster recovery efforts for Confidential mainframes systems.
• Data Center project coordinator
• Ensured production SLA’s were meet.
• Ability to direct, supervise and lead diverse staff.
• Responsible for monitoring the health and event logs of Network and servers in the NOC.
• Lead guided and developed direct reports on a day-to-day basis to achieve objectives and targets in accordance with the Performance Management process.
• Handled all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures.
• Ensured training was provided as required to adapt and improve skill sets for changes in work profiles.

Confidential, Houston, Texas

Data Center Operations Supervisor

Responsibilities:

• Supervised data center day to day operations
• Planned and established priorities
• Assign, distribute and review work of subordinate personnel.
• Ensured training was provided as required to adapt and improve skill sets for changes in work environment.
• Created work schedules.
• Approved vacation schedules
• Created personnel evaluations and reviewed evaluations with employees.
• Escalated major problems to upper management.

Confidential, Houston, Texas

Lead Computer Operator

Responsibilities:

• Monitored and controlled 5 Confidential OS390 Mainframe LPARS. IPL systems during scheduled and unscheduled maintenance.
• Handled customer request relating to manipulating jobs, modifying batch initiator’s, canceling active jobs, resetting ACF2 passwords and replying to system WTOR.
• Execute daily NOC operations, escalations, ticketing, and communications with customers.
• Monitored Confidential Mainframe system consoles for error messages.
• Performed problem determination based on error messages received from mainframe.
• Recycled mainframe subsystems such as DB2, CICS
• Resolved batch contentions on Confidential mainframe LPARS
• Monitored Confidential Mainframe CPU usage and took necessary actions to resolve.
• Created and Copied system dumps to tape
• Monitored operator performance.
• Monitored system backups using NetBackup & ITSM, restarted backups when required.
• Varied devices online/offline
• Trained less experienced operators.
• Corrected batch JCL errors
• Performed tape management scans of media for offsite storage.

Confidential, Houston, Texas

Computer Operator

Responsibilities:

• Monitored and controlled 5 Confidential OS390 Mainframe LPARS. IPL systems during scheduled and unscheduled maintenance.
• Handled customer request relating to manipulating jobs, modifying batch initiator’s, canceling active jobs, resetting ACF2 passwords and replying to system WTOR.
• Executed system backups.
• First responder for critical/urgent alerts and events that are triggered.
• Replied to outstanding system request.
• Open/close CICS databases and files
• Placed call to application programmer for corrective batch abends.
• Reset user TSO logins via ACF2.
• Monitored NetBackup & ITSM backups, restarted failed backups when required.
• Printed daily output on Xerox 9700 Printers.
• Gathered and prepared tape backup tapes for offsite storage

Confidential, Alamogordo, NM

Senior Computer Operator

Responsibilities:

• Executed daily system backups.
• Sorted checks for several area banks.
• First responder for critical/urgent alerts and events that are triggered.
• Performed System Initial Program Loads (IPL) on Confidential Mainframe
• Executed system shutdown.
• Recycled mainframe subsystems
• Resolved batch contentions.

Confidential, Dallas, Texas

Lead Computer Operator

Responsibilities:

• Execute daily NOC operations, escalations, ticketing, and communications with customers.
• Monitored Confidential Mainframe system consoles for error messages.
• Event monitoring - application and infrastructure using enterprise monitoring tools.
• First responder for critical/urgent alerts and events that are triggered.
• L1 triage/validation of all events/alerts received within the Command Center.
• Monitor Network using Confidential BSM system Monitor), Confidential Operations Manager system monitoring, Confidential Network node system manager (NNM)
• Execute daily NOC operations, escalations, ticketing, and communications with customers.
• Monitor the network and infrastructure for the enterprise.
• Able to use the tools provided to triage and escalate critical and major issues within the environment.
• Performed problem determination based on error messages received from mainframe.
• Recycled mainframe subsystems such as DB2, CICS
• Resolved batch contentions on Confidential mainframe LPARS
• Monitored Confidential Mainframe CPU usage and took necessary actions to resolve.
• Monitored operator performance.
• Varied devices online/offline
• Trained less experienced operators.
• Performed tape management scans of media for offsite storage.
• Performed system IPL’S.
• Second level problem determination & resolution
• Ensured work is being performed in all areas.

Confidential, Houston, Texas

System Analyst, Lead Computer Operator, Operator I, II, III

Responsibilities:

• Created and manipulated system console messaging using vendor automated software.
• Execute daily NOC operations, escalations, ticketing and communications with customers.
• First responder for critical/urgent alerts and events that are triggered.
• Monitored Confidential Mainframe system consoles for error messages.
• Performed problem determination based on error messages received from mainframe.
• Recycled mainframe subsystems such as DB2, CICS
• Resolved batch contentions on Confidential mainframe LPARS
• Monitored Confidential Mainframe CPU usage and took necessary actions to resolve.
• Monitored operator performance.
• Varied devices online/offline
• Trained less experienced operators.
• Performed tape management scans of media for offsite storage.
• Performed system IPL’S.