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Service Desk Support Resume Profile

SUMMARY

Provide systems analysis through operations support and batch processing.

TECHNICAL EXPERTISE

  • IBM Z10 Zos MVS command line HMC SYSPLEX IPL
  • TSO ISPF SDSF REXX command line
  • SNA network CICSVS regions SNADS TELNET FTP NDM Connect Direct
  • AS400 CL console command line ROBOT.
  • MVS command line JES2 job control language dataset execution batch processing
  • IMF NETVIEW MAINVIEW SYSVIEW performance tuning utility
  • File transfer protocol FTP SSL PGP MIPS
  • Visual Basic .NET SQL server analyzer query
  • UNIX HP9000 HPUX RISC6000 AIX Sun Solaris DEC/VAX DCL command procedure
  • CONTRL M CA7 OPC ESP job scheduler execution dependency restart
  • Tidal AppWorkx TWS batch job dependency calendars group scheduler administration.
  • Troubleshooting Microsoft Windows 7 operating system administration and Active Directory directory services configuring user privileges.
  • Customer service taking help desk calls diagnosis user account software hardware issues
  • Take client and users calls working Remedy help desk ticketing
  • Determine hardware and software malfunction functions with vendor escalation break fix repair Microsoft Server admin network operations.
  • Hands-on experience with workstation hardware and software installation
  • Remote desktop Active Directory objects organizational unit administration and manage domain controller network server and device alert replication mirror imaging
  • UNIX Legato Veritas and mainframe TMS BRMS ADSM database backup recovery mirror imaging replication
  • IBM STK tape robot librarian administration RTD VTD dataset and database backups.
  • UNIX shell super user administration
  • Tivoli Omnibus MVS console log and TWS UNIX network server alerts document IBM GSM help desk ticketing application restart
  • Sprint MasterCard DST console operator ISPF JES2 dataset / edit JCL logic / copy dataset insert proc / submit jobs / restart abends force complete/ KEI Kajax CONTRL M production control scheduler/ MasterCard OPC DST ESP batch job scheduler/ Tidal SME Ally Financial
  • Remedy document hardware or software issues escalate through help desk ticketing.
  • CA service desk take incoming calls ticket escalate and resolve help desk function.

PROFESSIONAL EXPERIENCE

Confidential

Tidal Job Scheduler Production Control Computer Operator

  • Computer Operation Tidal Job Scheduler Administrator subject matter expert auto loan financing production run processing
  • Ally Financial car loan processing is captured batched then processed in parallel on client server Oracle relational database servers creating extracts and files transferred to data warehouse mirror imaging transaction processing replication.
  • Organized schedules and controlled job submission and processing of workflow logic on Tidal Job Scheduler.
  • Created job groups and job dependencies using variables condition return codes and job events to schedule daily job processing of calendars.
  • Monitor job submissions queues on Tidal Job Scheduler documenting abnormal completion escalating to application developers for job restart recovery. .
  • Followed recovery procedures escalating to appropriate database administration support or applications developer for recovery.
  • Restored files and restarted jobs at appropriate job step.
  • Created and sent extracts through file transfer protocols to meet the service level agreement with our clients.
  • Take incoming calls creating ISM or Service Now tickets assisting in help desk functions troubleshooting user support and application development issues on Tidal Job Scheduler.

Confidential

Service Desk Support I

  • Contract computer operation batch production run for Pomeroy at DST in Kansas City MO servicing mainframe IBM Z10 Zos MVS JES2 ESP job scheduler monitoring automation BPPM alerts documenting issues with Remedy ticketing for programming database administration resolution and restart recovery.
  • Supported console operations with change management implementation on 15 network nodes and 21 system LPARS configured in HMC SYSPLEX IML IPL with SMS CICSVS regions monitored with MVS JES2 command line messages and displays.
  • Monitored ESP job scheduler batch jobs for process control abend restart ticketing.
  • Analyze system logs for abnormal condition codes within the jobs procedural steps, updated JES2 JCL for ESP restart per job restart procedures and programming escalation.
  • Each system's MVS JES2 console log gets SDSF analyzed for process control.
  • Analyzed system logs GRS contention and SDSF batch processing performance and tuning SYSVIEW utility while monitoring system state manager CICSVS regions automation and recycle DFHSM SMF and LOGREC backups TMS tape robotics librarian administration.
  • Take incoming help desk calls user account support Microsoft Active Directory and mainframe RSA Remedy ticketing documenting logs through escalation and resolution.
  • Provide mainframe and client server backup mirror imaging replication system support IBM Hydra 349L tape robot librarian RTD VTD tape backup command line hardware tape management Remedy ticketing and IBM service repair.

Confidential

Operations Support Technician

  • Contract computer operation batch production run for Programmer Resources International at MasterCard in Kansas City MO using mainframe IBM Z10 Zos MVS JES2 OPC TWS job scheduler monitoring automation Tivoli Omnibus alerts documenting issues with GSM ticketing for programming resolution and restart recovery.
  • Supported console operations with MVS JES2 commands messages and displays.
  • Monitored OPC job scheduler batch jobs for process control restart confirm and file transfer Connect Direct logs for condition codes.
  • Analyze system logs for abnormal condition codes within the jobs procedural steps, updated JES2 JCL for OPC restarts, and programming escalation.
  • Each system's MVS JES2 console log gets SDSF analyzed for process control.
  • Analyzed system logs GRS contention and SDSF batch processing performance and tuning MAINVIEW utility while monitoring system state manager automation for bounce of CICSVS regions and recycle DFHSM SMF and LOGREC backups TMS tape robotics librarian administration.
  • Take incoming help desk calls IBM GSM ticketing escalation document logs resolution for client file transfers and TANDEM network issues.
  • Provide Tivoli Ominibus alert network monitoring client server transactions and network configuration problem resolution for performance and stand in issues.

Confidential

Computer Operator

  • Computer Operation batch production tape and print AS400 Computer Operator working part-time for Pomeroy an IBM contract at Honeywell in Olathe KS.
  • The daily AS400 mid-range production run generated reports monitored in Boulder CO by IBM printed, decollated, burst, and distributed maintaining forms inventory spreadsheet system with forklift and pallet jack restocking shelves.
  • Worked with IBM converting Honeywell 6250 10 track reel tape library to DLT tape conversion for IBM Total Storage robot TSM ADSM tape librarian RISC 6000 AIX applications engineers programming data retrieval and offsite Iron Mountain vault disaster recovery movement automated datasets into RTD VTD migration.
  • Maintained Honeywell and IBM ticketing help desk functions taking user calls and resolving application software issues and documenting ticket escalation.
  • Document troubleshooting Active Directory user account advanced Microsoft Windows operating system and Microsoft Suite Word Excel computer operations procedures while monitoring server network controller alerts.

Confidential

Computer Operator

  • Computer Operator contract for ECCO Select at CenturyLink in New Century KS working nights servicing IBM Zos mainframe and AS400 midrange distributed system operations.
  • CA help desk advisor tickets and monitor network and environmental alerts controlling data center access.
  • Platforms supported are 3 IBM AS400 OS400 V5R1 CL RPG MQiSeries WebSphere solutions with ROBOT scheduler BRMS 3494 tape robot librarian Aviion predictive dialer network.
  • Primary duty is to support console operations with commands scripts messages and displays.
  • Run all backups and monitor batch processing for call center environments.
  • Perform AS400 system saves, IPL, apply PTF, run file reorgs and reclamation in a weekly maintenance window.
  • Determine hardware and software malfunctions providing support local and long distance telephone service batch processing and tape vault backup recovery on 7 IBM Z10 zOS MVS JES2 TSO ISPF SDSF MAINVIEW TMS SAN Fiber EMC VSM RTD Sun SL8500 tape silo operation tape vault backup recovery mirror imaging TMS librarian administration RTD VTD virtualization.
  • Perform VERITAS and makesysb tape backup and business recovery on Kansas Regional Data Center Sun Solaris, Data General Aviion, RISC 6000 AIX, HP9000 HPUX, and vault procedure.

Confidential

Computer Operator

  • Contract computer operation batch production run for Missouri Gas Energy using mainframe IBM Z10 Zos MVS JES2 Control M job scheduler monitoring automation documenting issues with Team Track ticketing for programming resolution and restart recovery.
  • Analyzed TSO ISPF SDSF input output queues changing classes printing confirm or force jobs monitor logs for condition codes.
  • Printing forms checks bursting and distribution on IBM 4000 series printer.
  • Provide help desk ticketing network monitoring client server backups and network configuration problem resolution.

Confidential

Computer Operator Systems Specialist II

  • Computer Operation batch production run processing 100,000 commercial loans through Tidal job scheduler .NET Enterprise application software.
  • Each clients commercial loan payment processing is captured and batched by treasury then processed in parallel on client server relational database creating extracts and sent Connect Direct NDM FTP PGP encrypted to data warehouse repository and factored into Acorn project management cost of processing a commercial loan.
  • Organized schedules and controlled submission and processing of workflow logic calendars queues variables on Tidal job scheduler job groups and job dependencies for submission of Day End batch processing when treasury closed for the day.
  • Monitored the Treasury batch jobs processed against Enterprise financial update for abnormal completion creating Remedy tickets and documenting recovery procedures.
  • Followed recovery procedures escalating to appropriate database administration support or applications development for transaction processing replication tape mirror imaging virtualization disaster recovery.
  • Restarted jobs at appropriate job step and maintain 99 service level agreement.
  • Created and sent extracts through NDM and FTP protocols to meet the service level agreement with our clients.
  • When PNC Bank at Midland Loan Services first started using Tidal job scheduler in 2004 there were 6 clients representing 100 billion in commercial loan assets which our team built out constructed designed and maintained the workflow logic growth of 18 clients by 2010 increasing revenues to over 300 billion in commercial loan special serving.
  • Each year business owners submitted their holiday schedules for the year and my job was to build calendars for Tidal job scheduler to release the batch processing for each client according to their observed holiday schedule.
  • Documented computer operations procedures in Sharepoint and maintained senior management monthly reporting and statistical data analysis.

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