Management Service

JERRY J. MEANS

**** ******* **, ******,**. *****

951-***-**** Cell, 951-***-**** Home

abnlqn@r.postjobfree.com

Incident, Problem, Change Management, Service Desk, IT Operations

Seeking leadership position that will utilize my communication and extensive

decision-making and team building skills within several IT environments.

EDUCATION: University of Phoenix / Bachelors of Science Business

Management - 2004

Professional Training:

Situational Leadership II Sarbanes-Oxley (SOX)

Problem Solving & Decision Compliance

Making

Implementing Improvements

Exercising Influence Change Management Roles &

Responsibilities

Business & Technical Writing

HIPAA Privacy for Managers

& Leaders

Managing Your Workforce

HIPAA Security for KPIT

Introduction to Six Sigma

ITIL - The Service Desk & ITIL - Financial and Security

Incident Management Management

ITIL - Problem & Change Change Management

Management Knowledge Review

Software:

Applications Supported & Utilized:

MS Office Applications (Word, IBM Mainframe utilities and

Excel, PowerPoint, Front Tivoli Workload Scheduler

Page, Access, MS Project, (TWS).

and Visio) all versions TSO/SDSF/ISPF and RACF,

JES2, Omegamon, MVS, IMS, HSM, Jobtrac, CA-

VTAM, NCCF, Netview, Deliver & CA-View, Network

Sametime (Lotus Notes Data Mover, experience

working with JCL, Prose -

Messenger)

Remedy 6.0 Ticket Database Batch Job Processing/Restart

Information

CICS Customer Information Control System

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JERRY J. MEANS

Organizations: Help Desk Institute Member

PROFESSIONAL EXPERIENCE:

G4S Justice Services Inc. - 2008 - 2009

Director - System Support

Ensured service level management and prioritization performance

requirements are adhered to for system availability and responsiveness.

Communicated relevant time dominant subject material via briefings to the

Technology VP, and other Senior Executive daily regarding systems

status and impacts. Collaborated with other G4S senior management

team members to define system support policies and IT strategies.

Proactively identify and resolve Resource conflicts and set priorities

across multiple parallel projects. Developed and maintained department

backup and DR equipment, process plans and procedures. Insured

system meets customer availability while monitoring and tracking system

problems. Lead team to develop and implement corrective measures

where required.

Proactively analyzed information throughout the Incident Management,

Problem Management and Release Management. Consistently evaluated

processes for constant improvement.

Kaiser Permanente - 2001 - 2008

Manager – Incident Management Team - 07/07 – 12/08

Managed 12 technical SME’s (Subject Matter Expert) during the course of

an outage supporting 8 geographical KP locations, over 30 hospitals

24/7/365.Managed vendor resources during outages to ensure an

appropriate and expeditious response.

Identified performance trends.

Provided regular Incident bulletins and status to KP Senior Management

and support staff concerning open issues. Provided expert advice to all

support staff in the resolution of Incidents/Change, including calibrations

and negotiation with customers and service teams in order to resolve

issues which may delay resolution.

Provide guidance on Problem/Incident/Change Management to all support

staff and assisted in their training and knowledge development. Reviewed

and improved the accuracy and content of the Service Management

System knowledge base. Assisted with implementing

Problem/Incident/Change Management best practices as defined by ITIL

Provided Problem/Incident/Change Management for an environment with

over 2500 applications, Telephony Systems and Network. Provided staff

and participated in EPIC go live support.

3

JERRY J. MEANS

Supervisor – Production Support – 10/05 – 07/07

As Production Support Supervisor, I effectively led, mentored and supervised 10

staff members within the Production Support unit.

Responsible for scheduling of Jobtrac and TWS batch jobs, Tandem

Support, CA-Deliver reports, and Change Man in MVS environment using

JES2, JCL, TSO/ISPF/SDSF.

Developed reports that provided metrics on key components within our

business unit that identified performance trends.

Prioritized work to address client needs and ensure long-term solutions to

mitigate future occurrences. I communicate high-interest time-sensitive

matters to senior management and on an ad hoc basis as needed.

Conducted employee performance appraisals, identified areas of

improvement and fostered commitment and professional development

among all team members for career growth.

Motivated team to accomplish organizational vision and mission goals. I

continued to advocate diversity and create an all-inclusive environment by

identifying personal strengths in the team members.

Senior Programmer Analyst - 06/01 – 10/05

Database Administration and Customer support of CA-Deliver & CA-View

supporting the Kaiser National Operations clients.

Administrator for the planning, analysis, data integrity, testing, qualit y

assurance, installation, implementation, integration and maintenance of

the Report Distribution systems for all Kaiser Locations.

Diagnosed and resolved all CA Deliver & CA View system problems in

response to customer reported incidents. Provided end user training

needs as necessary.

Computer Science Corporation - 2000 - 2001

Senior Helpdesk Support Lead

Team Lead for weekend support staff of midrange, mainframe, network,

and desktop software platforms supporting over 30 medium to large CSC

outsourcing clients.

Troubleshoot client problems utilizing Mainframe, Window NT, Novell,

Citrix, AS/400, Lotus Notes tools. Documented all trouble calls using both

Expert Advisor and Advanced Help Desk.

Ensured timely task completion and evaluation of individual job

performance for the Helpdesk analysts displaying strong analytical

leadership and communication skills in a fast paced environment.

Password resets and logon ID administration using RACF.

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JERRY J. MEANS

Systems Management Specialists – 1997 - 2000

Lead Helpdesk

Lead for all first and second level analysts in support of over 25 clients

utilizing Computer Associates UNICENTER/TNG hardware/software

solutions.

Working knowledge of Windows NT, Windows 95/98 in performing daily

tasks relating to desktop support for over 1,100 users local and remotely

using UNICENTER Asset Management Option, UNICENTER Software

Delivery, UNICENTER Remotely Possible.

Password resets and logon ID administration using RACF.

Documented scripts to perform logon routines and ping status of routers

and servers. Responsible for training new hires in Network

troubleshooting, using Paradigm Service Desk tracking database.

Responsible for the growth of all analysts and provided them with required

feedback for improvement to better support our clients and organizational

objectives.

Kaiser Permanente - 1996 - 1997

Consultant – Helpdesk

Service Delivery Analyst for Kaiser assisting clients with first level phone

support on various clinical applications and hardware malfunctions.

Analyzed and documented procedures and call volume trends for

proactive tasks.

Assisted with knowledge transfer of both Kaiser NCAL and SCAL Service

Desk using the VANTIVE database to record all problems, changes, and

requests for the business partners..

REFERENCES – Personal and professional references provided upon

request.

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