Production Support Engineer Resume

TECHNICAL SKILLS:

Proficient skills in Wang VS10000, MVS IBM Z900 Mainframe, UNIX, HP EVA,
AS400, Oracle, Novell 4.1 Server, VTAM, JCL, TSO, JES2, DOS, MS Office, Windows XP
VLF, LF, MF, HF, VHF, UHF, SHF and EHF spectrums.
Lotus Notes, Windows 2000, Microsoft Office 365, Microsoft 2008, Tivoli, Backup Exec, HP Openview, Netview, Automic UC4, Avaya Communications Manager, Zabbix
Maestro 8.21, Smarts, Candle Command Center, VPIS, Network Node Manager, Problem Management, F5 Load Balancer
Robot Scheduler/ Robot Save, Remedyforce, Salesforce, Infra, SalesLogix, SAP/R3 PC GUI, PC Anywhere, Orion, Crypto,Triage, Clearable

PROFESSIONAL EXPERIENCE:

Confidential

Production Support Engineer

Responsibilities:

Lead and oversee that IT support ticketing information is placed in a ticket and resolved. Ensuring that all customer communication is documented in the case.
Use BGP within our environment to peer with our ISP(ATT,XO,L3) and OSPF and EIGRP for internal routers within our environment.
Coordinate Triages
Process ACH Payments through Secured FTP Connection.
Informing appropriate parties (Support and Senior Management) about reoccurring incidents, identifying trends and escalating when necessary so that Service Level Agreements are not impacted.
Incident Management leadership - Escalating to upper management when assistance is required or tier 1 customer is involved. Utilizing ITIL processes for any and all incidents and problems that occurred in the production environment
Proactively exhausting networking monitoring tools Network Node Manager and Solarwinds to monitor, investigate and trace networking service interruptions - Nortel Switches and Foundry Switches
Assist with performing assigned task such as pulling log data and recycles utilizing Java Application Servers, and replacing disc drives on HP EVA, Websphere via UNIX, Weblogic, Oracle and Tomcat in Windows 2000 Server.
First level diagnostics and support on critical messages on Unix AIX using predetermined scripts and processes.
Accessing application servers via (putty sessions) UNIX to review and capture core log data to determine source of issue before taking executable action to restore normal functionality to services.
Java Virtual Machine experience includes IBM JVM 1.5, 1.6 and Sun Java 1.5, 1.6. - restoring normal access to customer for intermittent and inaccessible issues. Monitor disk space usage.
Assisting the operators, making sure they have the tools needed to do their job and the resources necessary to ensure success.
Utilizing Tivoli Workload Scheduler to monitor, schedule and correct batch jobs.
Monitors system and device utilization for both new and existing equipment. Perform system maintenance on a weekly basis.
Check ticket queues to ensure all open tickets are being addressed\
Maintain virtual desktops and phones.
Resolving problems in response to customer reported incidents via trouble tickets

Confidential

Lead Console Operator

Responsibilities:

Responsibilities include but are not limited to: Monitoring systems for systems health, monitoring the physical environment the systems are running in, monitoring the systems for threshold adherence, monitoring batch operations, performing required tape setup activities, performing tape post processing activities, performing backup and recovery operations, escalation of issue to the appropriate support groups and documentation of issues.
Focus points revolve around customer satisfaction with quality delivery being the primary objective.
This includes creating, participating and updating documentation as it relates to the support environment. Global Operators are currently monitoring 9 consoles -Mainframe, TEC, JSC, Candle, AS400, SAP, AutoOpChecks, NetIQ, and Smarts.
7 X 24 support for various system platforms and systems in the enterprise 90%
Workload Automation which includes automatic submission and restarts of job schedules (jobs, dependencies, Job streams)
Perform Global first level diagnostics and support on critical messages on all platforms (Mainframe Z/OS, AS/400, Windows NT 4.0/2000, and Unix AIX) using predetermined scripts and processes.
Monitor Global system alerts and alarms for business impacting
Ensuring online systems/subsystems are available according to service level commitments
Monitoring specific systems and subsystems for performance thresholds
Acting as an escalation point within Global Operations
Coordinate Triages Perform Backup and Recovery on all Global platforms to include analyzing requests for backup/recovery support

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