Incident / Problem Manager Resume

TECHNICAL SKILLS:

Software: ACF/VTAM, ACF/NCP, TCP/IP (FTP, TN3270, TELNET, OMPROUTE, SNMP, SMTP, INETD, TLS/SSL, RIP, OSPF), Tivoli NetView, NPM, IBM Communication Manager, CA Netspy, CA XCOM, SNA/SNI, SNA/SDLC, Bisync, Asysnc, SMPE, Candle s CL Gateway Super Session, IBM Expedite, Sterling MVS Connect Direct.

Hardware: IBM 3745, IBM 3725, IBM 3172, Open System Adapter (OSA), IBM AS400, IBM RS600, IBM 3174, IBM 3270 series, modems, Cisco routers and switches.

PROFESSIONAL EXPERIENCE:

Confidential

Incident / Problem Manager

Responsibilities:

Responsible for facilitating and directing (RRT) Rapid Response Team crisis calls for the recovery of critical applications and resources from major incidents and outages.
Liaison between North American and offshore support teams during disruptions.
Confidential Management Suit, HP Service Manager, IBM Tivoli and Net Cool support applications. Provide Identity Manager and RACF temporary access to support teams.
Interface with business partners and Technical support teams to implement production changes.

Confidential

Incident Manager

Responsibilities:

Responsible for facilitating and directing crisis calls for the recovery of critical applications and resources from major incidents and outages.
Primary liaison between North American Help Desk, application systems support teams and other technical teams during and after service disruptions.
CA Global Service Desk tool for problem identification, business unit impact and root cause analyst. .
Determine alternate solutions with risk analysis to minimize service disruptions.
Interface with technical business units to determine and document root cause and development of preventative policies and procedures.

Confidential

Field Service Engineer

Responsibilities:

Dell Field Service Engineer.
Break / Fix engineer on all Dell Desktop and Laptop computers.
Dell PC certified technician.
Problem determination of Software and Hardware, repair and parts ordering.
Excellent Customer Service skills.

Confidential

Field Service Engineer

Responsibilities:

Imaging, configuring, and implementing Windows 7 workstations and printers in Confidential . Averaged over one hundred PC installations per week.
Imaging and configuring Windows 7 and XP workstations for multiple client companies using Symantec Ghost and Altiris software. Adding devices and changing names in Active Directory.
Building, imaging and configuring Windows Servers for multiple client companies.
Installing wireless cards and additional memory in workstations and servers.
Lenovo PC certified technician. Problem determination and repair of Dell, Lenovo and HP laptops and desktops.
Configured mobile phones, loading apps, and changing phone numbers for clients.

Confidential

Consultant

Responsibilities:

Provided IT Operations hardware and software supported for small businesses.
Implemented and supported Cisco routers and switches and Wireless Networks.
Implemented and supported Windows operating systems. (Windows XP, Windows 7)
Developed WEBPAGES for customers.

Confidential

Responsibilities:

Confidential Restaurant Franchises Owner.

Confidential

System Programmer

Responsibilities:

Implemented and supported a multi - node SNA/APPN and TCP/IP Network. (Telnet, FTP, RIP, EIGRP, OSPF, TLS, SNMP, HTTP, DNS)
Implemented and supported IBM Communication Server Products (VTAM, TCP/IP, NetView).
Used Help Desk internal ticking system to open, update and close tickets.
NOC support for Home Office Data Center and Remote Data Center locations using IBM NetView and HP Open View to resolve network and application issues for all shifts.
Deigned and implemented SNA/SNI and TCP/IP connections with business partners.
Supported Channel Cisco routers, switched and wireless networks.
Implemented VIPA (Virtual IP Address) on IBM z/OS systems.
Installed various vendor software products using SMP/E.
Supported NCP V7R8, SSP and EP on multiple IBM 3745 controllers.
Implemented and supported Candel CL Gateway/Supersession.
Implemented and supported TLS (Transport Layer Security) for z/OS FTP transmissions.
Implemented and supported CA Netspy for network performance and application monitoring.
Implemented and supported CA XCOM for file transmissions.
Implemented and supported IBM Information Exchange/Expedite MVS.
ACF2 rule setup for network started tasks, network datasets and tape.
Assembler, SAS and REXX programming.
Implemented and supported Sterling MVS Connect Direct.

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