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Help Desk Analyst Resume

New Rochelle New, YorK

Professional Experience

Confidential, NY, New York January 2009 to February 2011
Senior Consultant
Strategic Analysis of Technology Optimization

Provide onsite consultant analysis of enabling tool inventory, operational support and maturity modeling, and development of blueprints for alignment for phased adoption of best practice frameworks for improving service level management. Develop business cases and cost benefit analysis and work breakdown structure for managing the allocation of resources using advanced project management principles.

Confidential, Brooklyn, New York March 2002 to November 2008
Senior Data Center Operations Manager
Mainframe & Client Server Management & Strategic Improvements

Managed Data Center Operationsteams of 50 plus professionals both onshore and offshore as well as consultant groups, ensuring all work and assigned tasks were performed, completed and documented prior to turnovers. Strong understanding of Straight Through Processing of the Trade lifecycle and all working components for operations monitoring and control. Performed all aspects of personnel management which included hiring, displinary actions and staff coverage.Lead strategic improvement initiatives across the firm for Incident and Problem Management, which achieved a reduction of 80% of issues related to systems outages. Ensured critical milestones met their targeted SLA's. Chaired conference calls and served as escalation point for all production and operational streams, with senior management regarding all major outages, which also included SOD//EOD calls and daily health checks. Established Incident and Problem management policies and procedures based on ITIL best practices on how to identify and handle incidents to closure,proactive problem management and problem determination. Created a Known Error database for repeat offenders of production batch jobs.Developed global remediation strategies for resolving abended jobs by instituting enhancements to the production management process and procedures.Streamlined and managed disruptive system maintenance, implementations and found opportunities for automation.

Confidential, NY, NY September1998 to October 2001
Senior Manager of Data Center Operations
Change Management & Disaster Recovery Planning

Managed a team of 10 data center professionals, which require overseeing the monitoring ofthe system's health and status of batch streams.Conducted weekly IPL and POR procedures on test and production systems.Performed scheduled and unscheduled system shutdown and startup (IPL) utilizing the Hardware Management Console. Chaired change management process. Managed end to end the process of tape archival (on and off site), and built the recovery procedure testing on a recurring basis to validate continual preparedness against localized system failures and/or larger disaster scenarios.

Confidential, NY, NY February 2001 to July 2001
Data Center Operations Consultant
Interim Leadership Role

Managed a team of 13 data center professionals and 5 collaboration teams that worked together to manage all backup tape operations for both New York and New Jersey. Devised a systems protocol for managing the schedule of routine and adhocshutdown and startup procedures.Orchestrated several improvement initiatives to review all production delays and standard deviations from production jobs to ensure system availability and continuity operations for all lines of business.

Confidential, NY, NY April1997 to September1998
Senior Operations Analyst
First Level Troubleshooting

Provided subject matter expertise into the daily operational practices of the Data Center, which improved level 1 & 2 supports such astimeliness and accuracy ofincident escalations related to infrastructure and/or application failures. Performed system administration for distributed environment, data center moves, batch job monitoring and reporting, and password resets.

Confidential, October1996 to January 1997
Senior Help Desk Analyst - Consultant
First Level Troubleshooting

Provided phone and on-site support for end users.Managed, recorded, and tracked helpdesk tickets within the internal helpdesk system. Responded to various issues, categorized issues, and identified root causes. Assisted customers with problem solving or basic questions.Performed level 1 and level 2 Incident and Problem management support.

Confidential,Smith Barney, NY, New York November 1992 to October 1996
Senior Computer Operator
First Level Troubleshooting

Monitored health of systems, status of batch streams, and conducted weekly IPL and POR procedures on test and production systems and upgrades. Ensured all alerts for Production Control Applications, Systems, Mainframe and Network were assigned an owner and were actively being managed.Managed escalations to Senior Management of any major problem or delay as well as environmental impacts to the infrastructure and or applications.Tracked each shift lead to ensure their teams worked at peak performance, using the proper procedures and protocols.Managed level 1 troubleshooting and diagnosis of system and batch job problems.Responsible for tape backup and archival, scheduled and unscheduled system shutdown and startup (IPL) utilizing the Hardware Management Console (HMC) and environmental verifications after IPL was complete. Performed and verifiedsystem configuration changes as specified during weekend maintenance / shutdown periods.

Education and Credentials

Business Administration

Computer engineering
cobit 4.1., Best practices framework 2009
ITIL foundation, best practices framework 2008
morgan stanley 2005-07

  • Certification Training, IBM ZOS
  • Certification Training, Job Control Language
  • Certification Training, CA 7 & 11
Technical Skills

IBM CPU 9672/OS/390, IBM Z/OS2097, IBM Z/VM/Linux, IBM/3020, IBM/OAM, IBM DS4800/8300 TAPE DRIVES 3480/ 3490/3420, DASD IBM 3390/3380/EMC2, RS 6000, HP 9000, IBM Magstar 3494, SUN/STK SILOS Timberline 3480/3490 & Eagle drives 9840 and Virtual Tape System, and Compaq DLT drives

CA Unicenter, AUTOSYS, MVS/ESA, VTAM, RMM, JES2, OPC/ESA, Tivoli, OAM, SDSF, JCL, OPSMVS, Omegamon, Db2, HSM, CICS, Jobscan, Mainview, HMC, TSO, TMS, MIM, VM, VMS, STK VSM, Microsoft Office 97 & 2000, Windows 95, Windows NT 3.51 and 4.0, Back-up Exec. for Windows NT, NT backup, Omniback, Unix AIX 6000 and HP 9000, X-tree Gold, Exceed, Netview, Oracle, Sybase, Lotus Notes 4.0, CA1, CA7 and 11

ReferencesFurnish upon request.

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