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Lead Technical Support Resume

Burns Harbor, IndianA

PROFILE:

Technical Lead/Manager with a strong background in client services with strong troubleshooting skills. Detailed Oriented, Problem solver that listens carefully to understand a situation, considers all options, and makes decisions that get results. Flexible, versatile team player, who takes on added responsibilities, quickly learns new skills, and supports co - workers.

TECHNICAL SKILLS:

Databases: Oracle, Business Objects XI, Sybase, Informix, Rochade

Languages: COBOL, COBOL II, COBOL 74, AS400/COBOL, COBOL/370, COBOL/390CICS/VSAM, C, SQL, Easytrieve, Easytrieve Plus, Perl, Tandem, KIX, Micro Focus,COBOL, Focus, Korn shell, spufi, FORTRAN

Operating Systems: Windows XP/7, Windows 2003 Server, Novell, OS 10.x, UNIX

Applications: Visio, MS Project, MS Office Professional, Bomgar, Remedy, Etracks, XtendActive Directory, Vmware, Macfee Anti-Virus, Malwarebyte, Quickbase, Crystal Reports, InfoView, Ghost, WebEx, VNC, SQL Loader, Office 365, Lync

Mainframe: Assembler, JCL, ISPF/TSO, IMS DB/DC, PL/1, PL/SQL, Xpediter, FiIe-AidAbend-aid, Changeman, IMS/DLI, DB2

Hardware: Dell desktops/laptops/server, HP desktops/laptop/server, Wyse Thin Client Toshiba desktops/laptops, IBM/Lenovo laptops, IMac, Macbook pro/air, IPAD, IPhone, and Android, AS400, IBM Mainframe,DNS, DHCP,TCP/IP, Modems, Switches, printers, plotters

EXPERIENCE:

Confidential, Burns Harbor, Indiana

Lead Technical Support

Responsibilities:

  • Created Oracle tables and loaded data via SQL Loader, by writing programs via COBOL, DB2, IMS with JCL.
  • Through this process the files were converted and transferred to the Oracle server via FTP.
  • The KIX scripts were used for load the Oracle tables via task manager.
  • Triggers, functions, and complex queries in SQL have been written.
  • Debugging was done by desktop checking.

Confidential, Chicago, Illinois

Technical Analyst

Responsibilities:

  • Wrote in COBOL, IMS, DB2 with JCL programs for the Y2K preparation.
  • This was done ahead of schedule and provided a performance bonus. What was converted for the dates from a 2 digit year to a 4 digit year.
  • The production of testing plans and testing data was provided along with the test results per SDLC Methodology.
  • Data was produce for the data warehouse via COBOL, IMS, DB2 with JCL.
  • Debugging was done via Xpediter, Abend - aid and desktop checking.

Confidential, Deerfield, Illinois

Senior Programmer

Responsibilities:

  • Wrote in both TADEM, Cobol(II), IMS, DB2 and CICS.
  • I used TAL, TCL, and TSO/ISPF, JCL.
  • During the process the SDLC methodology was followed.
  • I was promoted from Program Analyst to Senior Programmer.
  • I also managed the department for 8 months while my manager was on military leave.
  • The application I was in charged was the Suppler Incentive application, this kept track of all the money that was being collected via the discounts that was being passed on to the customers that the suppler was given us a money back for.
  • Debugging was done via Xpediter, Abend-aid and desktop checking.

Confidential, Northbrook, Illinois

Programmer

Responsibilities:

  • Wrote in Assembler and COBOL, maintained the Policy Pages application; with COBOL, IMS, DB2 with JCL.
  • Received a performance bonus for reducing the production cycle by 50 percent.
  • The SDLC methodology was used in all projects being implemented.
  • Debugging was done via Xpediter, Abend-aid and desktop checking.

Desktop Support

Confidential, Chicago, Illinois

Responsibilities:

  • Coached and monitored support level I and II employees, and interviewed candidates for Level I and II positions.
  • I have Create and update SOP’s.
  • Provided technical support for recruiter, in house staff, remote staff and the CEO. Created backups for staff laptops and desktop via Ghost.
  • Add and modified Active Directory, and email accounts.
  • Installed software, printer VPN and maintain computer security.
  • Troubleshot various technical issues with desktops, laptops, printers, Wyse Thin Clients, and smart phones.
  • WebEx and VNC were used to remote into user computers.
  • Maintain a inventory log of laptops that need the current software loaded and any laptops that had been loaned out.
  • Supported over 1500 clients both in house and remotely.

Confidential, Rosemont, Illinois

Area Technical Support

Responsibilities:

  • Supported over 1000 sales representatives both in house.
  • Installed software and hardware, add and modified Active Directory, troubleshot laptops, desktops, printers, and smart phones.
  • Trained sale representatives on new software installed.
  • Managed the backup server.

Confidential, Chicago, Illinois

Lead Technical Support

Responsibilities:

  • Supported the staff and over 100 university police patrolmen.
  • The laptops uses were Toughbook, they were configured, troubleshot for a range of issue including connectivity related to cell signals.
  • Troubleshot issues with laptops, desktops (Mac and Windows XP, and 7 ), printers, and smart phones.
  • Assisted in the installation of security cameras for the building and campus wide.
  • Made recommendation for computer systems and completed the installation of the dispatch room which include with 6 wall security monitors attached to all the desktops.
  • Trained police patrolmen, dispatch and staffed on how use the new police system.
  • Created several SLA’s for the police department.
  • Coordinated and maintained a network for online gaming system (Quake) supported by the Renaissance Society.

Confidential, Chicago, Illinois

Manger and Owner

Responsibilities:

  • Provided Level I, II, and III desktop support for small businesses and home customers.
  • Advised customers on purchasing decisions

Confidential, Chicago, Illinois

Data Warehouse Developer

Responsibilities:

  • Gathered business and technical requirements for Business Object reports.
  • Created and troubleshot Business Object report and universes.
  • Designed and troubleshot SQL queries.

Confidential, Chicago, Illinois

Technical Analyst

Responsibilities:

  • Installed Webi (Business Object Web front end) for use in the Human Resource Department.
  • Developed a working knowledge of Business Objects and data warehousing.

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