Service Management

Wendell Hargrove

*** **** ****** ***. *

East Rutherford, New Jersey 07073

Emailto:********@*****.***

Cell: 201-***-****

Objective

Seeking opportunity to work within Information Technology environment, I

have a vast experience working in 24/7 Computer Operation Data Centers.

Experience working with Mainframe systems and software applications. The

ability to work with production processes with the understanding of

completing Service Level Agreement that's company establishes.

Education

[09/80 thru 01/82 ] New Jersey State University Jersey City New

Jersey

Work experience

[12/11 - current] System Administrator UBS Jersey City, New

Jersey

Working as a System Administrator in a mainframe environment handles

multiple systems. Managing mainframe production associated with stock

exchange market. Using operating systems MVS-ZOS commands ensuring that the

environment is effective and processing properly. Working with CICS, DB2,

MQ Series and Connect-Direct associated with both mainview and OPC

scheduling software packages. Working with support groups and management

teams to ensure that all Service Level Agreements are achieved.

[09/98 - 9/2011] Shift Supervisor Computer Operations UPS Mahwah,

New Jersey

Supervisor both multi-platform environments within data center handling

daily operations. Experience working with bath processing using CA7/11

scheduling software packages to ensure batch processing completes in timely

manner. The ability to monitor UNIX systems provide Level 1 support manage

queue and relieving dead letter queues. Experience working with IBM and EMC

hardware to assist vendors regarding issue within Data Center.

The ability to work with multiple support groups, system users and senior

management in troubleshooting problems. Experience using PeopleSoft

products (HDFS) for incidents reporting handling ticket management system.

Experience using bridges to facilitate issues with support groups when

problem arise.

The ability to provide incident notification to the user community

regarding production issue, also providing the root causes the issue and

solution. With the understanding of adhering to Corporate and departmental

policies/procedures established.

[04/88 - 09/98] Computer Operator Xerox Corporation Morristown

N.J.

Responsible for Monitoring ZOS operating systems executing production jobs

utilizing mainframe software. Also performing IPL, POR and system upgrades

to Z/OS operating systems.

Software experience

Experience working with os390, z/OS 1.9 thru 1.12 environments, JCL,

CICS/MQ, DB2, IMS, OPC, Main view, TSO/SDF, Net view, Net cool, TCP/IP

protocols and Change Man, CA7/11, Connect: Direct, FTP, SFTP, IBM

Utilities, TWS, 3270 /secure emulators sessions. Also vast experiences

working with Web sphere products. Event tickets experience using HDFS

products. Also experience working with Capacity products to perform

extensive trouble shooting.

Hardware experience

Experience working with IBM and EMC DASD situations. Perform loads and

ejects on Tape Drives, Automated Tape Libraries, Silo and VSM experience.

Vast experience performing Initialization program load (IPL), Power on

Resets and Standalone dump procedures.

ITIL Certifications

ITIL Foundation Overview: The ITIL Foundation Overview course will

enable you to develop an understanding of some key aspects of IT Service

Management.

ITIL V3 - Service Operation Processes: IT organizations need to ensure that

their services are operating properly. Service Operation processes are

important because they enable organizations to correctly perform, manage,

and control their day-to-day operations.

ITIL V3 - Service Operation Principles and Functions: IT organizations must

manage their day-to-day service operations according to their business

objectives, so that their services are aligned with their business needs.

Within the IT Infrastructure Library (ITIL), Service Operation is a phase

of the Service Lifecycle that helps IT organizations manages their daily

operations to provide these IT services.

ITIL: Problem and Change Management: Every information technology (IT)

system suffers unexpected problems and errors. These unexpected

interruptions can be extremely costly in terms of lost productivity and

lost customer satisfaction. The IT infrastructure library (ITIL) is the

most widely accepted approach to IT service management (ITSM), and it can

help organizations set up rigorous processes to identify, classify, and

resolve problems and errors, as well as identify and implement appropriate

solutions. The delivery and support of IT services are divided into core

processes within ITIL.

ITIL V3 Foundation Syllabus v4.2: Service Design Processes IT organizations

require information to create the design specifications necessary to

provide IT services to their customers. Service Design processes are

important because they provide organizations with information that will

affect their decisions on designing solutions for new or changed services.

ITIL: The Service Desk and Incident Management: Organizations that provide

IT services to internal or external customers need to provide excellent

services to increase the quality of, and the profits for, the organization.

The IT infrastructure library (ITIL) can help organizations achieve these

goals. At the same time, ITIL can help organizations to increase external

and internal customer satisfaction. The delivery and support of IT services

are divided into core processes within ITIL.

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