Customer Service Technical Support

Steven R. Saelens

*** * ******* ******

Palatine, IL 60067

847-***-****

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

Summary

Technical Support Professional with expertise providing MVS Mainframe

Software, Security and Job Scheduling Support. Extensive experience

providing administrative and technical support services for client team set-

ups and implementations. Demonstrated ability to provide effective

training and consistently solve problems. Excellent communication and

customer service skills.

. Mainframe JCL RACF

Security Tools (VRA)

. SOP Development & Documentation Control M

Scheduling Software

. Microsoft Word, Excel & PowerPoint

Professional Experience

Hewitt Associates, Lincolnshire, IL

Technical Support: Production Scheduling

2006 - Nov 2009

Responsible for troubleshooting 1st and 3rd level processing problems and

implementing solutions. Provided direct Client team training and support

to resolve technical issues and reduce incidence of errors.

. Selected to work directly with Client teams to train, code and set-up

automated scheduling of Client jobs.

. Worked with client teams to help define unusual/unique Control-M

scheduling records.

. Assisted clients across the business in conversions of manual job

processing to automated processes using Control-M.

. Documented procedures and processes for day-to-day Job Scheduling

operations handled by Control-M group.

. Consistently met productivity and quality Service Level Agreements.

. Implemented new procedures or processes independently or through teamwork

to resolve problems, analyze situations, and implement solutions as

needed to remediate Job Scheduling issues.

. Knowledge in trouble shooting, testing, planning and configuring relevant

technologies.

TBA PROD Support

2003 - 2006

Responsible for providing Total Benefits Administration system support to

Client teams.

. Performed DB2 database setup for new Client installation and

processing.

. Handled MVS Batch job support including JCL migration. Assisted client

teams to isolate and resolve issues occurring during batch job

processing.

. Performed migration of MVS batch jobs through development life cycles,

using software migration tool Endevor.

. Performed a variety of batch job, responded to questions and resolved

problems, including restart and rerunning individual jobs.

. Support upgrades of IBM-supported products.

. Data analysis and report writing skills including RACFRW, JCL, DB2/QMF,

DB2/SQL.

Security Administrator: TBA Mainframe Access

1999 - 2003

Responsible for Mainframe Security access for TBA Practice, providing

secure associate access during years of rapid corporate expansion.

. Performed problem-solving of security access errors to maintain and

comply with company standards.

. Test new release and maintenance upgrades for the z/OS security system

. Knowledge of RACF, Vanguard Administrator

Technical Support: Production Scheduling

1995 - 1999

. Key member of team tasked with evaluating, testing and recommending

mainframe products for automated job scheduling that led to the Control M

conversion.

. Handled manual conversion from ADC2 Scheduling software to Control-M

Scheduling software involving 400 to 500 scheduling records.

Establishing job naming and condition formatting standards in Control-M.

Unit Manager, Data Center 1992 - 1995

EDUCATION

Elgin Community College, Elgin, IL

Certificate in Computer Operations

CERTIFICATIONS

Control M, 4th Dimension Software Company

Endevor Training

Volunteer with American Red Cross

Contact this candidate