SUMMARY:

• A Technical Support professional with over 11 years of experience in large corporate environments, including McGraw - Hill, Grainger, and Hewitt
• Extensive experience in 1st and 2nd level Help Desk Analysis and support in fast paced, high call volume environments
• Local to Illinois, 8 years of previous 3rd shift experience, available immediately
• Communicates clearly with clients, co-workers and supervisors and vendors, elicit input and develop rapport. Escalates cases as necessary
• Identifies potential concerns, survey available options and implement strategies to resolve issues

TECHNICAL SKILLS:

HARDWARE / OPERATING SYSTEMS: IBM AIX, IBM 2084/2094,Z/OS, OS/390,Sun Solaris Unix and Linux Servers, Command Script, JCL,EMC, MVS/ESA VTAM,CISCO Routers, Switches, and Hubs. AS400,VPN

APPLICATIONS / SOFTWARE: PeopleSoft, Control M/EM, Control R, Control D, Control O Lotus Notes NT, MS Office Suite, Remedy, Same time, Communication 2007,BW Reports, SDSF, CICS,, Direct Connect, Web Sphere, Web methods, Java Script, Filenet,,P8, FTP,TCIP,STRACS,NDM,VTAM,NETVIEW6000(Tivoli),NMC,SilkCentral/Segue,IMS4000,DataSynapse.Sharepoint,Outlook, Smarts, Siebel, MQ,SAP, Window XP, Maestro, WAN, TSM. MAC, BMC-Patrol, BMC Site scope, Novel, Marimba, SSH, Avaya.SAP, HP Open view, Carbon Copy(Remote), HDS Universal Replicator, SQL and Perl scripting, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential, Illinois

Computer Operator

• Monitoring the daily job schedule
• Updating and correcting JCL as needed
• Monitoring and Scheduling the Daily VM/VSE Batch Schedule
• Creating Daily DR back for offsite storage
• Daily recycling of CICS
• Setup and perform maintenance of peripheral equipment
• Weekly IPL of all ESA machines
• Performs daily Linux DB2 maintenance
• Performs daily printing of all Court required documents
• Performed password resets
• Complete JCL daily date changes to ensure items are processed on the correct

Confidential, Illinois

Network Support

• Provided advance troubleshooting of Networking, Credit Card Processing and POS Software Issues.
• Provided Tier 1 and Tier 2 Technical Support to all BP US Sites.
• Performed VNC and Remote Desktop troubleshooting and issue resolution
• Resolved Network connectivity issues to Netgear and other brand Switches, Cisco Routers, Commander, Mako, Hughes and other Network devices
• Facilitated the GO live installation of all Network, Credit Card and POS Equipment at all new BP sites.

Confidential -ST. Charles, Illinois

Computer Operator

• Monitor daily job schedule
• Monitor Servers VIA Dameware remote control
• Answer incoming customer phone calls
• Complete processing date changes to ensure items are processed on the correct dates.
• Process batch output for print processing

Confidential, Illinois

Help Desk Analyst..

• Received telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
• Performed password resets and software installs via Active Directory and LogMeIn Rescue-Remote Support & Customer Engagement Tool
• Escalated all unresolved calls to higher support levels.
• Provided other customer services at the PC Help Desk as defined in contract requirements for position.
• Keep supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.
• Assisted in generating defined PC Help Desk performance reports or charts to schedule.

Confidential - Oak Brook, Illinois

Help Desk Analyst/CAE IP

• Provided first level customer support, for 50-75 daily calls
• Provided Technical Support for Confidential Products and services (Video, CDV, Internet)
• Handled Customer Billing payments and questions
• Sold Confidential products and services
• Provide New Hire Training Support as a SME
• Assisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari, and Password resets
• Assisted Customer with VPN connections
• Used Remote Management Software (Log me in)
• Supported Microsoft Windows 7 and 8
• (Remedy)Ticketing system

Confidential - Burr Ridge, Illinois

Help Desk Analyst

• Provided first level customers support, addressing issues and escalating to customer care support staff as necessary based on 50-75 daily calls
• Provided Technical Support for Confidential online Higher Educational Products. (CNE, CNT, Learn Smart)
• Assisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari and Password resets via Active Directory
• Remedy ticketing systems.

Confidential, Illinois

1st Level Analyst/Help Desk

• Provide Technical Support for SAP software installation for production modules(Password Admin),CRM(CIC), PEA (BW Production Reports),PRA (R/3),
• Provide Technical Support for the following SAP interface applications-Supplier Connect, OSS Inventory Solutions, GPAT, SOE,
• Thoroughly troubleshoot and document troubleshooting steps for 30 - 60 calls per day
• Supported Outlook
• Provided MS Application remote support via Carbon Copy
• Process and create HP Open view incident tickets
• Determine severity, impact, and nature of incidents.
• Analyze, determine, and document reported production outages/incidents.
• Password Resets via Active Directory
• Provide assistance in the migration of the Grainger SSC solution database to SharePoint

Confidential -- Lincolnshire, Illinois

Computer Operator/Incident Management

• Incident Manager/Help Desk/Control M Scheduler
• Used Tivoli/Remedy Ticketing Systems
• Provided MS Application remote support via Sametime
• Scheduled Batch jobs using Control M and Auto Sys Scheduler.
• Provided Password Resets via Active Directory
• Provide first and second-level technical support to clients, addressing issues and escalating to Third-level support staff as necessary.
• Monitor console and network operations, performing preventive maintenance for multiple systems and applications including MVS, Z/OS, LAN, WAN, UNIX, Internet,Windows.MAC, Telephony, DB2, CICS/Sysplex, JES2,Control M/EM, VM,VPN, DASD storage and Tape library, Production scheduling System and Remedy PM.
• Provides technical support to customers in software application.
• Determine severity, impact, and nature of incidents.
• Analyze, determine, and document reported production outages/incidents
• Process and create Remedy incident tickets
• Support Lotus Notes
• Monitor VPN connections
• Escalate to third party vendors if needed.
• Disaster recovery experience monitoring the TECH teams to insure time lines are met.
• Prepare daily turnover reports
• Answer incoming customer phone calls
• Participate in incident critical conference calls
• Mainframe/AS400/OS390/ZOS
• Monitor and acknowledge mainframe system events
• Performed weekly and emergency IPL's and POR's of the ZOS Mainframe.
• Outage coverage and support including quiescing and resuming batch
• Perform DB2 maintenance
• Monitor IBM Tape library and IBM DASD storage environment
• Monitor McData FICON Directors and
• Monitor CICS/Sysplex nightly recycles
• Monitor FTP EFT transmissions (NDM,STRACS)
• Monitor Telephony VRU’s ( Automation Point)
• Monitor Edgemarc System (VOIP)
• Monitor Voice Transport Communication
• Virtual Remote Tape Creation
• Production Scheduler- Control-M/EM, CA7
• Upgrade/Install BMC software (Control-M/EM,R,O,D)
• Monitor jobs for all applications to which schedules
• Design and create complex batch schedules for several business groups based on the business requirements across multiple environments (SAP, Unix, Linux, Windows, Mainframe, NT, Oracle)
• Troubleshoot abends and own the problem until resolution.
• Train global associates via Same Time.
• Network & Administration
• Perform basic server troubleshooting in accordance with procedure
• Perform JVM recycles
• Monitor Web, Network/LAN and WAN- Tools: (Patrol, Site Scope, Smarts, NMC, Silk Central/Seque,Netview6000(Tivoli)