Customer Service Manager

TYRONE NELSON

* ******* ****, **** ** ~ Peekskill, New York 10566

914-***-**** residence *********@*******.*** 914-

***-**** ******

QUALIFICATIONS

Perceptive, customer dedicated data center operator who meticulously

supports global enterprise infrastructure through collaborative

communication with clients, business management, and vendor partners at

IBM, SunGard, Goldman Sachs, and Merrill Lynch. Progressive technical

mastery of IBM mainframe and Microsoft Windows operating platforms, backup

hardware, and diagnostic support tools. Recognized by Merrill Lynch as an

outstanding client liaison nationwide with a Customer Service Award.

Willing to support all shifts. Microsoft Certified Professional Program

candidate. Highly accomplished technical professional with knowledge for

basic commands and concepts to operate AS400 .

PROFESSIONAL EXPERIENCE

OAO TECHNOLOGY SOLUTIONS, INC., Greenbelt, Maryland 2008 - Present

Data Center Operator, Partner: IBM, Rye Brook, New York

. Assure data center operating efficiency and 99.99% uptime,

environmentally monitoring an IBM data center.

. Relay incidents to five off-site IBM customer engineers, opening up to

four hardware tickets per shift.

. Schedule first, second, and third shift backup routines in concert with

IBM India and Brazil partner

server production and reboots. Monitoring of production jobs scheduled

for nightly backup..

. Sole support at a 24/7/365, 20,000 square foot data center with a 250 IBM

blade server farm in 217

racks, consoles,ten automated tape libraries (ATLs) a 3592 tape drive

storing 300

gigabytes, a 3590 tape drive with 60 gigabytes, an IBM LT04 Ultrium

tape drive holding 800

gigabytes, and 24 IBM 3480 tape drives each saving 210 megabytes. IBM

TS3200 tape drive 19.2TB

Tape Operatons/Library Functions.

HARVEY NASH USA, Wayne, New Jersey 2007 - 2008

Data Center Tape Operator, Client: SunGard Availability Services,

Carlstadt, New Jersey

. Investigated console alerts and resolved most hardware and software

issues, collaborating with a

SunGard shift manager.

. Fulfilled 100% of SunGard's contractual requirements: Assured 99.99%

backup and access

uptime; supported 20 IBM 3480 tape drives with one operator; annually

archived almost 1,000 tapes.

. Determined data management procedures that supported SunGard's disaster

recovery plans,

scheduling IBM 3480 tape drive mounts and dismounts, scratch pool

usage, and off-site

storage without production interruptions.

THE GOLDMAN SACHS GROUP, INC., Jersey City, New Jersey 2000 - 2005

Analyst

. Reduced outtrade identification time 95%, specified report reformats, and

directed one programmer.

. Prioritized up to 40 client and clearinghouse calls daily, served as

Euroclear liaison, and maintained

relationships with 20 retail and 20 institutional customers.

. Analyzed a 10-broker dealer Microsoft Access database and posting

deliveries versus payments

(DVPs) transactions up to $5 million for more than 20 British (London)

and American accounts.

MERRILL LYNCH & CO., INC., Somerset, New Jersey 1995 - 2000

Assistant Systems Coordinator (1997 - 2000)

Pricing Analyst (1995 - 1997)

. Managed a 1,000 plus prime broker national database, approving Securities

Industry Association

(SIA) 161 agreements, opening 20 equity and bond new accounts, and

closing one monthly.

. Resolved up to 30 client requests daily, ensuring customer compliance

with a $1 million minimum

capital reserve against DVP settlements by monitoring Euroclear and

United States exchange trades.

TYRONE NELSON Page Two

CERTIFICATIONS

KATHERINE GIBBS SCHOOL, New York, New York

Completed a six-month Microsoft Certified Professional Program (MCP)

Completed a six-month Cisco Certified Network Associate (CCNA) Program

RECOGNITION

MERRILL LYNCH & CO., INC., Somerset, New Jersey

Customer Service Award, Recognized by California District Director for

Outstanding Service, 1995

Twice Awarded Employee of the Month

TECHNOLOGY EXPERTISE

. Software Applications: Microsoft Office Suite and IBM Lotus Notes.

. Network Hardware and Protocols: Cisco, SMTP, VPNs, DHCP, TCP/IP, WINS,

and DNS.

. Operating Systems: Microsoft Windows 95/98/NT/2000/XP, Workstation NT,

and Server 2000; Sun Microsystems Solaris 10; IBM AS 400, z/OS JCL

(z/OS1.7), and OS/390; and Novell NetWare.

. Enterprise Hardware: IBM Blade Servers, E\S 3090 Model 600J Mainframes,

Automated Tape Library (ATL) Robotic Units M/T 3494 and 3584 (3590 and

3592 Tape Drives), and IBM LT04 System Storage M/T 3576. IBM TS3200

System Storage M/T 3573.

. Enterprise Software Tools: VTAM Concepts/Controlling VTAM,

IBM/MVS/JCL/JES2 Statements, MVS Utility Programs,TSO/ISPF/PDF, ISPF Data

Set Utility,VSAM, ID Cams Utility, Z/OS, OS/400 CL, JES System

Initialization/Shutdown, TSO Concepts/Commands and UNIX Basic Commands.

EDUCATION AND PROFESSIONAL DEVELOPMENT

WESTCHESTER COMMUNITY COLLEGE, Valhalla, New York

Associate of Science in Computer Science, Enrolled in 2006.

~ Completed some undergraduate coursework. Currently Pursuing.

THE CHUBB INSTITUTE, Jersey City, New Jersey

Diploma in Data Center Support

~ Completed a 16-month mainframe / computer operations program.

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