SUMMARY:

A professional with NOC, command center and mainframe experience. He possess excellent verbal and written communications skills and is a strong support Analyst/Audit engineer and experienced liaison between system support personal, clients, carriers and a variety of service providing vendors over current, pending and possible forthcoming mainframe, network communications and applications as well as facility related issues. Antonio has a full knowledge of Data Centers/ Command Centers and their infrastructure, security process, procedures and office protocols. He has a complete understanding and interpretation SLA and of the Corporate Standard of Integrity. Mr. Wilson is a results orientated individual who requires no supervision and possesses solid experience with financial and utility institutions and their day - to-day transaction of financial and service related information including support of their internal as well as external clients.

PROFESSIONAL EXPERIENCE:

Confidential

Operations Manager

Responsibilities:

• Management of 5 locations with a staff of 15-17 in total consisting of scheduling and monitoring staff activities and setting operations standards and priorities.
• Responding to client’s requests and demands over standard operating procedures.
• Providing support to staff and clients, resolving any problems that may occur within the range of their activities.
• Schedule online training for staff and ensuring non-confliction with scheduling demands.
• Constant telephone consultations with staff, clients resolving any issues that may have, is or is expected to occur.
• Preparing documentation to ensure thorough recording of daily activity at all locations and reviewing documentation to identify similarities and possible future issues.to

Consultant

Confidential, NYC

Responsibilities:

• Support and respond to user’s request regarding Outlook 365. Remotely setting up their email accounts.
• Performing client/user support function for E-time and Active Directory users.
• Determining outages and failures in clinical applications as well as connection used by Confidential users and their locations.
• Remotely reconfiguring printers and perpetual devices to user’s workstations.
• Assisting and guiding users thorough attaching their smartphones I-phone’s, Confidential ’s and Blackberry’s to the Confidential systems.
• Proactively responding to system generated emails indicating users experiencing security lockouts in the Confidential network and Outlook 365.
• Assist in new equipment rollout and installation in field offices/remote locations throughout New York City.
• Determining
• Documentation of all issues and their required actions in their problems management system, (Remedy) and the daily log/turnover.

Confidential, NYC

Responsibilities:

• Monitoring IBM Mainframe Z/OS systems operations, functions and devices. Scheduled and Non-Scheduled processes and services. Solid knowledge of MVS JES 2/3, SNA VTAM, TSO/ ISPF, TLMS.
• Overseeing the operations of 5 locations totaling 15 -20 personnel’s consisting of maintaining operational standards, scheduling, overtime approval and client consultations and response.
• Controlling multiple Confidential (Customer Information Control System) regions and providing user support by problem determination and isolation. VTAM operations performed, such as controlling nodes, physical/logical units and lines.
• Connect Direct used to monitor and retransmit data transactions.
• Constant consultations with service providing vendors and support personnel over any current failures, planned and unplanned outages (UPO) and special events.
• Identifying outages based on alerts monitoring and incoming calls from the user community.
• Documentation of all afore mentioned activities/events from time of occurrence up to their eventual and final resolutions identifying their root cause and post-mortem reports on the in-house problem management system and turnover reports.
• Report updates on active projects as well as completed ones, testing and continuous first, second and third level operations support including scheduling of end to end testing of clients connection media.
• Prepared, maintained and updated technical specifications, documents, drawings and standard operating procedures for operations and network.
• Provide leadership and guidance to both the Operations team and cross-functional teams in setting objectives, following procedures, troubleshooting complex problems.
• Support of client, users, software and hardware.

Confidential, Syracuse, NY

Consultant

Responsibilities:

• Responsibilities consisted of responding to network, hardware and applications failures via alerts using Big-Brother, Net-Master, emails and telephone calls.
• Determining and assigning appropriate severity order to incidents, issues and failures with respect to organization’s service level agreement.
• Alerted field tech and assignment groups of failures via telephone, emails, and text messages and problems management systems.
• Taking ownership of failures and incidents often recording actions taken, detailed updates and eventual resolutions on the in-house Problems management system (Remedy), etc.
• Assigning problems management records to their proper administration groups in accordance to their subject factures.
• Performing first call resolutions on a moderate level of issues/incidents.
• Constant consultations with users, support staff, field service tech, service providing vendors and stake holders over current, pending, and forth coming scheduled and non-scheduled service interruptions.
• Escalation of incidents past their service response criteria to their next level often making after hour calls to their administrative head/lead/managers.
• Monitoring change management investigating and documenting issues that are past their or failed to meet their deadlines often notifying stakeholders of delays ion service.
• Attending staff meetings, turnover meetings on a regular base, filing daily turnover reports, updating problems management records, alerts and performing closeout’s on resolved issues.

Confidential

Network Operations/Helpdesk

Responsibilities:

• Responsibilities consisted responding to network communication, application system hardware failures.
• Documentation of all incidents, occurrences and outages on in-house problem management system.
• Escalations and follow-up on all failures up to but not limited to resolutions and root cause analysis.
• Accepting ownership of incidents from origination up to but limited to completion and often post mortems (meetings).
• Constant telephone communications with control center technicians discussing any occurrences that took place and remain unresolved and/or were expected or predicted.
• Facilitating all on-site scheduled and nonscheduled networks (Circuits (support end-to-end user test, repairs, installations, changes and upgrades in coordination with managers and clients.
• Provide leadership and guidance to both the NOC team and users.
• First call resolutions of moderate user’s issues without the need of escalations.

Confidential

IT Administrator/Help Desk

Responsibilities:

• Responsibilities consisted of working with business customers, internal IT Staff and 3rd party vendors such as Verizon to perform but not limited to proper diagnostics, coordinating, escalating and resolving technical support issues related to computer hardware, network connectivity and security.
• Determining changes in CB10 equipment’s and vender provided services.
• Providing outsider community with assistance navigating through CB10 Website.
• Accepting ownership of incidents from origination up to but limited to completion and often post mortems.
• Frequent telephone consultation/conference calls with various parties involved in pending, current and forthcoming issues.
• Provide leadership and guidance to both the Help Desk and cross-functional teams in setting objectives, following standing operating procedures in compliance with current standards.
• Facilitating on and off site service (repair and updates) with respect to demands/request in cooperation with available resource (service, manpower and service availability) but not limited to schedule down time only.
• Field incoming requests from internal and external customers via telephone, email and service requests and properly identify services to be performed and directing service request to the correct administrative/support group
• Participate in team projects that enhance the quality and efficiency of User Services.
• Ability to accurately document problem and steps performed for each issue.
• Document all service requests in help desk problem management system and daily turnover report, participate in staff meetings to determine proper standard operating procedures (SOP) for new assignments and upgrade/enhance old standards based on requirements and resource assessments.
• Create trouble tickets and initiate workflow for problem resolution, escalate trouble tickets to appropriate engineering level of support.
• Resolve moderate user issues over the telephone without escalation whenever possible such as resetting user passwords, re-establishing sessions via trouble shooting communication failures, navigating users through resetting their communication equipment and lines to re-establish connection while escalating other issues as appropriately required to ensure proper resolution.
• Assist in development and maintenance of staff training materials as well as training new staff members.
• Perform, or ensure performance of, all tasks and responsibilities described in the Help Desk Analyst position description, Such as confirming users requests are handled in a timely manner, closing open/pending problem reports pending on the user's confirmation. Monitoring all open problem reports ensuring they are updated regularly with resolution progress.
• Determining level of severities leading to prioritizing, isolation of and applying special attention to critical/urgent issues such as carrier failures (UPO's) Unplanned Outages, application, hardware failures and replacement.
• Proactive assessments of areas of repeated failures leading to a more in-depth investigation, possibly resulting in new hardware installation or replacement and upgrades.
• Off hours notifications to management with updates of critical issues.

Consultant

Confidential

Responsibilities:

• Assigned to a major New York financial institution with global clients, communication networks and connections.
• Report updates on active projects as well as completed ones, testing and continuous first, second and third level operations support including scheduling of end to end testing of clients connection media.
• Analyzing and determining points of failures in FTP, LPR/LDR, CONNECT DIRECT, SNA and transmissions of their financial information along with controlling numerous MQ/Series channels and Confidential regions.
• Monitoring all of afore mentioned using MAINVIEW, SYSVIEW, ACF/VTAM, Netview, Net master, and Net-access. Providing support for clients of the NYSE during tests over their transmission media as well as during live transmission of production.
• Analyzing and correcting performance problems and failures using HP-OPENVIEW (Service Informational Portal), NNM (Network Node Management) .
• Provide leadership and guidance to both the NOC team and Cross functional teams in setting objectives, following procedures, troubleshooting complex problems and proactively monitoring the network.
• Constant consultations with other support personnel, clients, banks, brokerage houses, traders and carriers over residing communication and financial transmission failure issues and their eventual resolutions and determining their root cause. Launched daily conference bridges for (UPO) Unplanned Outages, failures and any incident that transpired over the last/past shift, night, 24 hours or weekend ECT.
• Performing corrective recovery actions and consulting with local carrier providers and clients of the New York Stock Exchange.
• Performing and scheduling end to end test with clients over their transmission media while they test their firewalls.
• Daily as well as frequent conferences calls’ discussing any occurrences that took place, remain unresolved and/or were expected/predicted.
• Documentation of all failures and transmission bottle necking occurrences and their updates along with and up to their eventual resolutions.

Confidential

Operation Specialist IT Operations

Responsibilities:

• Experienced with MVS, OS/390, Z/390, SYSVIEW, AOC, OMEGAMON, and OPCA.
• Controlling multiple Confidential (Customer Information Control System) regions and providing user support by problem determination and isolation, ACF/VTAM, Netview, operations performed, such as controlling nodes, physical/logical units and lines. MQ Series, Connect Direct used to monitor data transaction channels between PSEG and EDS in Plano, Texas and Sacramento, California.
• Frequent IPL of mainframe systems with use AOC.
• Initiate and coordinated corrective actions involving system engineers and/or service providing vendors. Problem documentation, updates and resolutions as recorded on various problem-tracking applications.
• Participated in 24, 48, 72 hours disaster recovery planning and testing from remote offsite location (SunGard) Pa.
• Combined Responsibilities consist of monitoring, controlling and troubleshooting a large-scale Cisco and LAN/WAN network, (Ethernet, Optical, Analog, Digital, Token-Ring, ATM, and SAN). Responding to connectivity failures, generated alarms/alerts and mainframe environment activities as a member of an elite Integrated Technology Command Center (ITCC).
• Strong knowledge of TCP/IP, FTP, LPR/LDR, and protocol (stacks).
• Analyzing failures and performance degradation problems on all platforms and performing corrective actions using any of the following tools/utilities, HP-OPENVIEW, STARSCAN, COMMAND-POST NMS-5000 (Network-Management-System), IDNX, IGX, CMS (CMS-400) and PFM (Port Fail-Over Management). Performing node testing and reactivations and outage investigation, channel switching, end to end and integrity testing, Solid knowledge of NMS systems, used to monitor network activity and performance, reactivating nodes, cards/ports and reconfiguration of routers and switches.
• Supports monitors and administers the operation of the data network throughout the enterprise including hardware and software (e.g. routers / switches / CSU / DSU / Multiplexer / operating system network management apps,
• Remote access solutions such as VPN, AT&T dial-up). Dial backup testing, activations and problem determinations, IDNX and IGX problem determinations and resolutions.
• Facilitating all on and offsite scheduled and nonscheduled network (Circuits (support end-to-end customer test and turn-up) and Hardware), applications (consisting of determinations and isolations of areas of failure and notifications), telephone and IT facilities related problems, repairs, installations, changes and upgrades in coordination with managers, project managers, clients and vendors.
• Proactively monitors the operation of the network to ensure proper functioning of links, hardware and software as well as potential security threats.
• Provide leadership and guidance to both the NOC team and cross-functional teams in setting objectives, following procedures, troubleshooting complex problems.
• First, second and third level call-center response during on and off hours for the entire organizations applications, communications (network and telephone) and their information systems environment.
• Prepares & maintains standard operating procedures for the network, technical specifications and documents, drawings, system documentation & operating manuals.
• Frequent dealings with the FAA (Federal Aviation Association) regarding failure of signaling beacons throughout the state of New Jersey. Excellent written and verbal communication and skills.
• Support on a daily basses included the NBU (Nuclear Business Unit) while being monitored by the NRC (Nuclear Regulatory Commission) during refueling and frequent drills was a standard requirement.