Objective

• To obtain a position within the technology area that will utilize my skills that will advance my career and knowledge within this field.
• Summary of qualifications
• Twenty eight years of diversified experience from product to process within the operations and application field that encompasses the technical knowledge and ability of the client server and Mainframe area in mission critical 24/7 leveraged environments.

Work Experience

Morningstar

TOC - Network Support Analyst

• Fahrenheit It Staffing consultant at Morningstar. Confidential, hired as an employee at Morningstar.
• SPOC responsible for monitoring all of Morningstar's products and technical infrastructure for any operational impact events and meeting SLA with internal and external customers and providing telephone and email support. Supporting 6000 physical and virtual Windows and Linux servers in a load balanced environment. Most web based application.
• Set up and configuration of monitoring tools BMC Patrol for all new additions including TMART synthetic transaction checking, which includes documentation of all operational procedures associated with the service.
• Troubleshoot and resolve 1st and 2nd level technical issues with applications, websites, servers and infrastructure. Communicate and escalate technical issues to 3rd level support and beyond to stakeholders.
• Event Management, this includes monitor and respond to alerts and events from hardware or software systems as may occur.
• Act as Incident Management by following a standard set of processes and procedures for all incidents encountered. This includes determining priority of the incident, opening bridge calls, notifications, escalation and managing to resolution.

Operations Analyst

• Utilize IBM Tivoli Maestro and SAP to configure and Monitor schedules and job processes.
• Proactively monitor and troubleshoot issues relating to Kellogg's global network infrastructure and initiate timely escalation procedures to minimize detrimental impact on the business process.
• Configure, troubleshoot, and Monitor cross-platform and online backup and restore processes for the Kellogg enterprise environment using HP OpenView Storage Data Protector manager.

System Administrator / Analyst

• Monitoring and acting in a break-fix capacity of 7 backup environments multiple clients located in various data centers processing over 5000 nightly jobs..
• Exposure to Storage Management by working in the Storage team as a System Administrator working directly with Operations on their night shift as their direct contact for nightly backup resolution.
• Execution of scheduled or special backups. Responsible for Data Restore Requests or emergency flat file, SQL, Exchange for Leveraged Environments.
• Install and configure Netbackup agents on clients. Create and update backup policy changes / schedules for server backups as needed.
• Provide immediate response to Operation's escalation of tickets for backup failures/issues.
• Research and diagnose backup failures through a standard set of Level 2 troubleshooting steps and remediate for resolution.
• Respond to Requests, Change or tasks associated Commissioning or Decommissioning of servers.
• Generate manual reports on a nightly basis to address the requirements of a customer's SLA.
• Field all Storage calls and escalate to the proper levels in the event the failure cannot be resolved
• End User Support Senior / Helpdesk Lead
• QC consultant for IBM for the Student Information Replacement Program for CPS. This involves the conversion and replacement of a new web based software database that effects 65,000 users at 625 locations. The EUS group's and my responsibility are the following:
• Field all Storage calls and escalate to the proper levels in the event the failure cannot be resolved.
• Assessment of locations, which includes software hardware standards. Help with PC remediation when applicable
• Development of a new Help Desk dedicated to this new application, which includes SLO/SLA standards and various Project Management tasks
• Support Level I II for Chancery SMS software

Development and testing of self-paced instructional material for users for the Business Process Reengineering team

Sr. Operations Support Analyst/Helpdesk

• Duty Lead for 2nd shift for problem escalation and resolution of issues for mainframe, scheduling and client server in a 24/7 POS environment.
• Perform execution of daily online and batch applications along with resolution procedures for job abends, job restarts, modifying JCL, overrides, modify schedules add job dependencies, user requirements, triggers and submits jobs
• Provide 1st 2nd level Helpdesk support with creation of problem tickets and escalation for Spiegel, Eddie Bauer and Newport News including software, hardware, network and server diagnostics.
• Proactively monitors system performance on the mainframe and server environment along with environmental system requirements that includes system and network related problems
• Experienced Senior / Supervisor Operations
• Supervisor in charge of 2nd shift operations in a 24/7 environment. This includes the enterprise mainframe and client server environment in charge of over 500 various servers which involved monitoring daily backups web site s checking mail log checking, hardware and software upgrades along with weekend maintenance. In charge of a staff of 7.
• Knowledge and understanding of the Enterprise Server environment, monitoring and maintaining the environment, including processing a majority of the batch programs.
• Responsible for training staff with new or modified procedures in both server and mainframe environments, including daily procedures and monitoring activities.

Other positions at Arthur Andersen newest to oldest .

Other Technical Skills Server / Mainframe

Operating systems - Mainframe - MVS, JES2, z/OS.

Software - Server - F5 BIG-IP, VMWare Vsphere, ACSLS ,ASG Zena, Veritas Netbackup 3.4 7.1, Legato 5.1, ArcServe 5, 6, 7, 2000, Mainframe - TSO/SDSF, JCL, CA-1, CA-7, CA-11, CA-Endevor, OPSMVS, SA/390, Infopac / RDS 1, 2 5, REXX scripting

Databases - Server - Lotus Notes 3 - 7, Lotus Database Design, Domino, DB2.

Ticket tracking Remedy, Helpstar, Service Center, CMS, Impact, TrackIT, Infoman / ASIM, Vantive,

Monitoring software - SiteScope , BMC Proactivenet, Nagios, Cacti, Tivoli Maestro, Compaq Insight Manager, HP Openview, Netview, Omegamon, TMON for CICS

Monitoring software - Site Scope, BMC Proactivenet, Nagios, Cacti, Tivoli Maestro, Compaq Insight Manager, HP Openview, Netview, Omegamon, TMON for CICS

Relevant Projects

Addition of 1600 servers to report to BPPM

In charge of 3 interns to head a project to add over 1600 relevant servers to now report to BMC Proactivenet. This involved manually coding the server's names by using best practices. Applying rules for the desired KM for the OS and verified they report metrics to the tool for monitoring. Troubleshooting was done by manual installation mostly Linux boxes of the Patrol agent . The process took from 6 12 steps this included re-installing Patrol on the client, changing permissions, configuration files to get them to report. This was completed within 250 man hours.

Instrumental in accomplishing a higher number of 100 successful backups for the evening.

Being proactive and recognizing patterns and potential problems, I was able to initiate proper procedures quicker. Higher successful rates were achieved. This allows for less negative impact when waiting for other groups to complete their end for related issues to the server s . This allows me to balance the increase of three to seven backup environments that are monitored through the night.

Helpdesk Center Creation

One of the Leads involved in the input and aid in identifying needs and responsibilities for creation of a new application helpdesk to be used at CPS.

Creation of mainframe procedures and weekend work plan book

Initiated and undertook the creation a 200 plus page mainframe procedure document that was necessary to set a standard within the area to be used on a weekly basis and also for cross training..

OPSMVS Conversion to SA/390 / Automation Administrator

One of three analysts involved in the conversion of OPSMVS Enterprise server automation software to the SA/390 platform. 600 rules had to be identified and categorized to determine the correct process on conversion and implementation on five logical partitions. This was used to automate the Enterprise Server environment and to automate manual operator intervention. Rules were created using REXX scripting to suppress and capture messages to key off commands from the system logs. System console message suppression was improved and was brought down to 93-97 across all logical partitions.

Creation of Data Center databases

Designed and created Lotus Notes databases for the Operations Data Center for requests for documents that include passwords, on-call, day-off requesting and hardware upgrades. A Turnover Database to consolidate both Client Server and Enterprise environment. The consolidation reduced the overall space by 40 and turnover mail was reduced by 50 ..