SUMMARY:

• 20+ years’ experience in Information Technology performing the following IT Service Management processes and functions: Data Center Management, Availability Management, Enterprise Systems Management, Systems Analysis, Incident Management, Change Management, Problem Management, NOC Operations, and Enterprise Service Desk
• Experience with monitoring software: Nagios, Orion, Dynatrace, Zabbix, ManageEngine, Catchpoint, Confidential,
• Experience with ITSM Tool software: BMC Remedy, ServiceNow, Heat,
• 5+ Experienced working with SharePoint, Active Directory, LDAP, firewalls, file systems, network protocol, Citrix and VPN proficiency required
• 8+years of experience in Electronic File transmission methodology - FTP, SFTP, PGP, GPG, HTTPS and digital certificates.
• 8+ years supporting, testing and implementing managed file transfer solutions: Confidential Direct, Confidential, Confidential, FTexpress, Tibco, Moveit
• 8+Experience supporting applications using the following technologies: Windows Linux, Oracle, Apache, Tomcat, Sharepoint, Atlassian Confluence, Jira
• 8+ years working experience in banking financial industry
• 5+ Experienced working on major Batch Automated Job Scheduling software products
• Understanding of ITIL and Incident Management practices

PROFESSIONAL EXPERIENCE:

Confidential

Senior NOC & Batch Operations Analyst

Responsibilities:

• Monitor infrastructure issues in a 24x7x365 operational environment act as after business hour support for Network, LAN/WAN, Linux, Windows and Telcom troubleshoot/solve all but the most complex infrastructure issues and collaborate with Sr Sysadmin for complex problem resolution and root cause analysis.
• Responsible for monitoring/supporting Tidal Batch Scheduler automated critical processing job flow ensuring successful completions and applying corrective actions for failures; support clients with their non-standard requests for ad hoc reports; implement schedule changes in accordance to policy and SOP's to prevent data backlog and SLA breaches;
• Support/Monitor healthcare applications Encounters claims/Facets/Trizetto Claims processing system; daily monitoring of EDI file processing and troubleshooting of issues impacting successful receipt or delivery of client files
• Execute Sybase data correction scripts, queries, showplan, update statistics for corrections to database tables, rows.
• Work with internal and external client contacts supporting data file deliveries via Confidential, Confidential: Enterprise, via protocols FTP, SFTP, HTTP and NDM
• Support/Monitor the stability and performance of the Confidential File Gateway, Confidential B2B Integrator, Confidential Control Center and Confidential Secure Proxy.
• Responsible for creating best practices for Confidential File Gateway, Confidential B2B Integrator with supporting documentation and standard operating procedures.
• Participating in remediation of EDI Confidential B2B incidents and events troubleshooting and issue resolution. Work closely with other teams to remediate all B2B issues, i.e. (server, network, MQ, database, etc.) Coordinate with Service teams to prioritize daily work for code deployments.

Confidential, Philadelphia, PA

Data Transmission Services Analyst

Responsibilities:

• Collaborate with Confidential line of business staff and file transfer customers to select transfer methods tailored to meet their business requirements to securely exchange data, following corporate and industry standards and minimize the risks of unauthorized access, theft, or manipulation of data.
• Provide technical support, and facilitate completion of Firewall, Batch for Confidential and Confidential: Enterprise configurations. Analyze connectivity and business workflow problems and recommends appropriate solutions.
• Consult with IT management and staff, in problem resolution, system monitoring, and capacity planning. Responsibilities also include implementing, troubleshooting and customer service support for protocols such as: NDM, FTPS, SFTP, HTTPS, SSL, and PGP TCP/IP, FIREWALL transmissions; FTP client software, Winscp, Filezilla, Ipswitch, Confidential File Gateway and Confidential Secure Transport.
• Review assigned transmission requests and configures a standard file transmission solution. Partners with vendor’s and clients to select transfer methods that meet business requirements.
• Communicate and coordinate with internal team members such as Network and Server Admins, external vendors and clients as it relates the to the transmission projects.
• Troubleshoot transmission issues as required and escalates as necessary.
• Create and maintain file transfer documentation.
• Utilize batch scripts that coordinate file transitions from test to production.
• Migrated file transmissions from Wachovia to Confidential environment (Posi Pay, ICL, BAI, ACH).
• Partnered with customers to implement and test new PGP keys for FTP transmissions.
• Remediate customers from one certificate authority to another (data transmission)
• Testing connectivity between the bank and internal /external customer sites
• Coordinate the execution of F5 certificate renewal and refreshes.
• Implement NEW transmissions between Confidential internal applications and External customer; Manage the implementation process updating worklogs, conference calls and email correspondences; Provide general transmission support for non-production issues; Provide File format support with External customers and DTS Standard Applications; Create and maintain processes/procedures in a centralize location for knowledgebase;

Confidential, King of Prussia, PA

Command Center Administrator

Responsibilities:

• Managed production systems as the First and Second tier analyst, troubleshooting Network, Performance, Availability of Web, Hardware and Application issues using custom tools and proprietary monitoring tools to diagnose, fix or escalate all within the SLA to ensure root cause quick resolution.
• Executed installs/ deployment in maintenance window the activities required to support large scale, high availability 24x7 production environments of transactional web sites.
• Facilitated business impacting incidents that involved issues or high risk data / application issues, sent out the time sensitive communication regarding P1 outages; Documented timeline updating issues logs, followed issues to completion, and escalating to management team if needed; Associate active incidents with other records (i.e. Changes, Problems, Task); Assign unresolved incidents to appropriate support group; worked with external teams (DBA, SysAdm, Release Management, Production Support and Engineering teams) to diagnose problems and drive resolution; Coordinate with vendors and assist in hardware replacements verified resolution with users and resolved incidents in ITSM tool.
• Supported web server /web applications (weblogic, websphere, tomcat, jboss, Apache) in Linux environment with basic commands required to effectively troubleshoot a Unix file, move, open and delete; ping servers, reviewing logs to differentiate an OS system issue from an application server issue; scheduled maintenance scripts, application restarts, logrotate etc via crontab;
• Monitored batch workflow ( Appworx, Control-M, Tidal job scheduling application and ( Crontab ) for responding to failures via system console and email alert notifications; review error logs, referencing documentation from ( Confluence Wiki and Sharepoint ) and my own working knowledge of the applications to resolve or escalate failures; Ensure all production incidents tickets and notifications are launched and clearly detailed in a timely manner within the (Jira) and GSI/ Confidential proprietary incident management system and ticketing system.

Confidential, Mount Laurel, NJ

Operations Support Specialist

Responsibilities:

• Performed a wide variety of duties to support the network operations center in the areas of Job scheduling and batch processing, Quality control, Report distribution, Data and voice backups, Tape management and recovery,
• Updated production runbooks workflow charts and procedures
• Tivoli Work Scheduler console for batch process monitoring and scheduling in a 24X7 environment
• Troubleshoot the job scheduling errors from log files, and TWS abend notification alerts for root cause; manually re-run failed jobs if applicable; scheduled and modified a batch based on events or based on calendar.
• Used Tibco Server for sending and receiving data between business partners, application to application, (credit files, loan files, loan modifications, etc.)
• Maintained job definitions, job streams, command files for operations scheduling
• Managed accounts and passwords that access TWS
• Confidential Hobbit Monitor network, applications, hardware.
• Monitored the enterprise and troubleshoot alarms and system problems confirming all computer/network operations for the NT and UNIX client server environment connections are operational.
• Escalated problems to appropriate IT personnel for repairs, monitors the progress in daily event logs; Communicated production issue, resolution, and preventive measures post mortem;
• Operate and monitor special data processing equipment such as impact printers, laser printers for monthly billings;
• Monitors access of vendors and contractors in and out of data centers and that has remote access;
• Resolve trouble tickets as assigned in accordance with failed file transmissions, accounts and passwords and SLAs not met due to TWS abends.

Confidential, Wayne PA

IT System Operator

Responsibilities:

• Nagios monitored multiple solutions including Server Disk space utilized by the system to ensure critical processes on the server had sufficient system resources; the Middleware environment served as the middle man between applications accessing the database producing Confidential ’s machine readable world traffic reports with current traffic conditions. Each of the severs had a JMX page I referred to for details about the server such as database pending service request and staleness of data, file systems are mounted, the Ram and Swap space, OS loaded, CPU Checks and memory.
• Windows 2003 (Nuance Application) supported the application inbound/outbound call traffic, from voice systems to the consumer device; monitor CPU, Memory, and Disk Utilization.
• Solarwinds Orion Network Performance Monitor (NPM) used the web interface for network operations, response time, availability, routers, switches, links, nodes, internet availability for the Confidential Operation Centers.
• F5 Big-IP used for load balancing the Confidential network traffic;
• Zabbix monitored Amazon Cloud Ec2, Database, Linux, Window servers the production front end
• ManageEngine Advent Checked health and availability for the middleware environment JMX, Jboss, Apache, Tomcat, https urls, Exchange Mail Server, custom scripts, Confidential applications; database environment includes Oracle, MS SQL, Sybase, DB2 checking performance issues, uptime database size, buffer cache, connection time, pending service request; validate pages are reachable from loadbalancer; server CPU Usage if CPUs are running at full capacity.
• HP Sitescope used for monitoring Webserver access point for external consumers servicing Traffic.com, Confidential .Com and Trapster.Com. These sites provide hotspots, maps, keyroutes, weather and traffic alerts based on customer selected criteria delivered by phone, email, text (SMS) mobile cell and RSS xml format ; I supported availability of these services by responding to response time, credentials authentication, connectivity, page load time and content display errors, ping monitor; delivered notification for certificate expiration SSL Certificates protocol HTTPS, POPS and SMTP and FTPS; confirmed DNS lookups were resolving domain names and if DNS Server not functioning could redirect end users to different website; FTP Servers monitoring for upload/download speeds, availability, and correct login credential.
• Carried out server reboots, dropped logs, handled stabilizing PROD/UAT/DEV/TEST/SIT environments by customizing data threshold alerts for configuration files; updated knowledge base Sharepoint/Confluence wiki when operational procedures, technology, processes, escalation points changed; reported day to day operation issues in the daily shift report (Wordpress ); assisted SA with the datacenter racking and deploying physical hardware; tested and deployed 14,000 logfiles custom monitors for specific faults; performed health checks to support demo, showcasing Confidential ’s products, and services.
• Utilize Jira for Bugtracking, Project tracking, Software, Patches installs; supported development team with testing new software.
• Confidential Monitor supporting the client’s production system’s network, domains, mail, workstation