Project Manager Customer Service

Udell B. Hollins

**** ******** ***. ( COLUMBUS, OH 43207 740-***-**** (

********@*****.***

Information Technology Professional

Service driven IT professional with 10 years experience in: Execute the

operation of information technology systems, applications, and services.

Plan and coordinate the personnel and processes required achieving superior

system availability and organizational performance.

Technical Skill and Knowledge

Unix (HP-UX, AIX) Ksh Scripting Tuxedo

Windows (Server 2003 & SQL, Perl Solaris

2008, XP, Vista, Windows Enabler, Control M HTML, JavaScript

7)

Oracle 10g

Education

( COMPUTER INFORMATION SYSTEMS ( DEVRY UNIVERSITY, COLUMBUS. OH (

( Associate of Applied Business in Computer Science ( Jefferson

Technical College (

Certifications

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A+ Network+ Security+

VCP - VMWare Certified Professional (VCP4)

Microsoft Certified Technology Specialist (MCTS) - Configuring and

Troubleshooting Windows Server 2008 Active Directory Domain - July 2010

Microsoft Certified Technology Specialist (MCTS) - Configuring and

Troubleshooting Windows Server 2008 Network Infrastructure - August

2010

Professional Experience

COLUMBUS,OH 11/2008 - CURRENT

VMWare Administrator/ Systems Administrator

Independent Consulting

. Desktop support - install/remove PC's, mapping network drives, manual

software installation, hardware troubleshooting, replace and/or repair,

printer configuration.

. Security - User and system password administration, group rights and

permissions, OS and Application upgrade,/releases, Software installation,

configuration and troubleshooting (Norton, McAfee, Kaspersky).

. Network Support - installation, configuring, and troubleshooting

connectivity issues ( wireless/wired connections.) - 802.1x TCP/IP, SSH,

Telnet, NTP, FTP, TLS/SSL, HTTP, HTTPS, SFTP, PKI Certificate, KERBEROS,

NAS, RADIUS, DNS, DHCP, POP, SMTP, IP (IPv4,IPv6)

. Configuring Active Directory Services

. Administration - Setup system backups, installed needed applications,

Patch management

. VMWare (ESX/ESXi 3.5, 4.0); VMware - DHCP/Wins/DNS administration

. File Sharing troubleshooting, imaging and configuring servers

. systems implementation, upgrades, and installation of applications and

software.

. VMware - Optimizing VM resources, configure access control,

configuring Nic teaming, and network load balancing

. VMware - Workstation, VDI -Virtual Desktop Infrastructure, ThinApps

(Configuration, Management, MSI)

. VMware - Infrastructure (ESX, ESXi, DRS), Storage (SAN's, NAS, LUN's,

NFS, VMFS), Networking (Fibre Channel, iSCSI, Virtual Switches,

Distributed Switches), Fault tolerance, V2V, P2V, HA, DRS

. VMware - Install and configure ESX/ESXi, Server console, vCenter

Server, VSphere Client, and Virtual

Amdocs, Champaign, IL 2006 -2008

Senior Application Support Analyst/Supervisor

. Maintained and managed Java based applications and production

environments for performance, reliability, and stability during daily

operations, application code releases, systems software releases, security

patch releases, and service pack releases.

. Supervised and mentored a team of 5 Production Support Analysts to be the

first response to all issues, maximizing Production/Application uptime and

meeting Service Level Agreement (SLA) goals.

. I was responsible for managing the whole production environment including

personnel (distributing workload & managing shift schedules), applications

and systems, and all other departmental resources ( DBA's, Systems

Admin's, Development team).

. I wrote shell scripts to monitor daemons and process activities, these

scripts sent out pager alerts and emails based on predetermined production

conditions.

. I managed total job control through job management software and manual

command-line processing. I managed all the applications, processes, and

job failures including multi-department bridged call escalations for

critical production issues.

. Managed all process to the Application. Handled the troubleshooting for

the application configuration issues, resource issues, and bottleneck

issues.

. Conducted all incidents, failures, and ticketing system meetings daily,

weekly, and monthly. Conducted end of shift meetings and reports (turn-

over).

. I wrote "work-around" scripts for production issues that were not solved

immediately by the development team.

. Wrote SQL (Oracle 10g) embedded shell scripts to process records on the

database.

. I also maintained perl and ksh scripts that monitored daily processing.

. Supported Java based Weblogic servers and processes. Mapping and

Architecture.

. Directed on-call critical production and application outages. Analyzed

and provided corrective action for program problems and established

orderly maintenance procedures for routine (daily, weekly, or monthly)

application and system tasks.

. Provided technical assistance to other application support teams to

ensure systems and applications run per contract requirements with our

clients Sprint and AT&T.

. Developed system tools, production alerts, and maintained perl and shell

scripts. .

. Read, analyzed, and diagnosed errors generated in debug logs, systems

error logs etc. Established corrective actions to resolve issues based on

analysis and provided alerts/notifications to customer service, support

personnel, and management.

. I was a great troubleshooter and problem Resolver for real-time Unix

production, systems, and application issues during outages as needed.

. Skills - Unix (HP-UX, AIX), Windows Server 2003/2008, Enabler, Oracle

10g, ksh scripting, SQL, Perl.

Convergys, CINCINNATI, OH 2006-2006

Production Support Supervisor/Environment Manager (Contractual)

. I managed the day to day operations of the production environment and the

production support team for a 24x7 operation. Operating in a data intense

environment.

. I provided troubleshooting and resolution for real-time Unix production,

systems, and application problems during outages and other production

related issues as needed. Consistently maintaining and supporting the

applications functionality through new releases.

. I was project manager for new application relaeases, application

upgrades, and data conversions.

. Worked closely with internal and external departments. Provided technical

assistance to application programmers and/or

DBAs to ensure systems and applications run per standards and requirements

(i.e. OS standards, schedule release

requirements, monitor system utilization, etc.).

. My team was responsible for writing system tools, production alerts, and

maintaining perl and shell scripts.

. Setup logical and physical system architecture and application flow

charts for the production environment.. Implemented/updated the

production schedules based on the day to day issues or the production

requirements. Hired and trained new staff .

. Setup the on-call production support system based on the business needs..

Analyzed and provided corrective action for program problems and

established orderly maintenance procedures for systems.

. I Managed the overall escalation resources for all production and

environment issues.

. I was responsible for accurately analyzing and reporting system capacity

and availability results to all support staff and internal department

Heads and Vendors. I lead escalated problem resolution efforts including

coordination of internal staff and all concerned resources.

. Skills - Unix(HP-UX, AIX), Windows Server 2003, ControlM, Oracle, Tuxedo,

ksh scripting, SQL, Perl.

Call Tech Inc, Columbus, Oh 2004 - 2006

Technical Support Lead Supervisor/ Data Center Management

. Lead Supervisor for 30 supervisors and 500 Tier 2 & 3 Technical Support

agents in 24x7 Data/Call Center Operation.

. Developed and managed processes, procedures, and resource allocation

required for effective IT operations, including the following: problem

resolution response; moves, adds, and changes; and information security

audit activities.

. Work with Tier II and Tier III personnel to effectively manage cross-

departmental activities, including: work order (trouble ticket and

service request) acceptance and escalations; IT project implementations;

and vendor, contract, and asset management functions.

. Oversee staffing assignments, call routing, and after-hours on-call

rotations. Provided regular call/event metrics and analysis to identify

trends; pro-actively recommended solutions in problem areas. Monitored

and reported on profitability of applicable service areas. Managed

subordinate staff through compliance with and support of all company

policies, regular performance counseling, mentoring, and facilitating

professional growth. Developed ongoing training and coaching assessments

through call monitoring and analysis of employee call center data.

. Organized service contract data handed-off from Contract Fulfillment;

identified risks, equipment/training needs and implemented solutions.

Facilitated regular communication between Technical Support teams in all

national offices; pro-actively identified training and equipment needs;

facilitated weekly discussions among peers to share knowledge.

. Work with Tier III personnel to manage training and development plans for

Tier II staff

. Responsible for providing ongoing training and coaching through call

monitoring and analysis of employee call center data.

Mr. Moonies Professional Services, Columbus, Oh

2004-2006

Systems Administrator - Independent Consultant

. Manage Small Business IT Division.

. Setup Home & Business Networks.

. Analyzed and repaired PC software/ hardware issues.

. Installed software, hardware, patches, and OS upgrades.

Bank One, Columbus, Oh 2002 - 2002

Open Systems Administrator

. Installed and configured VERITAS net backup servers and clients (Solaris,

HP-UX, AIX, and Windows 2000).

. Managed and Monitored backups and restores with VERITAS net backup.

. Configured net backup clients as needed.

. Rack & setup new servers. Compaq DL380s, RISC 6000, Sun Enterprise 450s.

. Install needed applications on the servers; fixed 90% of the Tivoli

tickets for UNIX or Window servers.

. Troubleshoot network connectivity issues locally and/or remotely.

. Provided phone support for internal customers with software, hardware,

and/or network problems.

. Wrote shell scripts to automate some of the daily tasks.

Xicon International, Columbus, Oh 2001 - 2002

Analyst (Pre-startup Company)

. Managed a staff of twelve professionals (Developers, DBAs, & Network

Administrators).

. Designed and setup company relational database infrastructure- ACCESS.

. LAN Network and Server installation (including cable modem, web server,

and operations & backups).

. Development for front-end and backend technology for GUI, in-house

application, sales presentation GUI, and development tools.

Allard Programming Resources, Columbus, Oh 2000 - 2001

Lucent Technologies Systems Administrator (Contractual)

. Provided administrative support for Windows Servers and Windows

Workstations.

. Installed and configured VERITAS net backup (classes, schedules, backup

types) on servers, cluster and clients.

. Part of the support Team for setup installations, and troubleshooting

Novell and NT servers.

Contact this candidate