Customer Service Management

George Davis

Email: *********@********.***

Address: **** ********* ***

City: Plainfield

State: NJ

Zip: 07062

Country: USA

Phone: 908-***-****

Skill Level: Management

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

PROFESSIONAL SUMMARY

Experienced Production Application Support Professional with more than 20 years of experience supporting enterprise level computer operations. Well versed in UNIX/LINUX and IBM Mainframe environments including, troubleshooting, application upgrades, maintaining system libraries, scheduling and performing system maintenance keeping system up time and performance within service level agreements. Interacted with business clients, management and other IT support groups to facilitate problem determination and resolution. Maintains current knowledge of relevant technological advances.

Technical Skills and Competencies

IBM Mainframes, IBM MVS, Job Control Language (JCL), Linux, UNIX, AIX, Windows server, BEA WebLogic Server, IBM WebSphere, Microsoft Excel, SQL, Microsoft Word, Control-M(scheduler), Connect Direct, FTP, Change Management, Window7, EXCEL, PowerPoint, Office, Outlook, Lotus Notes, DNS, AFT, TSO/ISPF, JES2, Release Management

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CAREER HISTORY

Work Experience

AT & T Communications

UNIX / Mainframe Application Support

Piscataway, New Jersey

January 2009 to July, 2012

Extensive experience in leading and managing all aspects of application support for production UNIX/LINUX and MVS Systems based platforms.

Provided 24X7 production support to troubleshoot application and system failures to maintain application availability.

Provided UCT (User Certification Testing), UAT (User Acceptance Testing) and Regression testing for Major Mission and non Mission critical applications to implement flawless production releases.

Worked closely with Development team to ensure proper software were included and documented in all required releases and patch fixes.

Proactively identified testing issue and determine alternatives for problem resolution.

Made recommendations for process of improvement in Application Architectures, Interface Agreements, OA&M procedures, Testing, Installation and Backout Plans.

Updated and maintain Application M&P documentation.

Tested, documented and implemented Disaster Recovery on Mainframe and Unix HP Servers.

Drove problems to resolve and maintain SLA (Service Level Agreement)

Assisted in solving critical and escalated production related issues and assists in RCA (Root Cause Analysis

Maintain operation, monitoring and integrity of production systems to meet established standards

Provided complete and accurate status of problems

Tested and tracked production problems/outages to ensure the resolutions are being address to the final resolution

Resolved issues related to daily feeds to and from interfacing application systems.

Reviewed change requests for accuracy and conflicts.

Primary interface representation to customers, development for application related planned change activities.

Included thoroughly testing using IBM mainframe TSO, JCL, batch processing and batch job scheduler. Identifying batch Job abend resolution.

Worked extensively with Control-M for automated job setup and scheduling.

Performed sysout analysis and abend resolutions.

Maintained and updated job work flows, of scheduled batch jobs and identified areas of improvement.

Updated JCL/Proc and maintenance test and production libraries.

IBM Global Services

Production/ Technical Support

Piscataway, New Jersey

June 1999 to January 2009

Provided 24x7 production support for several mission and non mission critical applications

Coordinated with Development team and Business clients to implement system/application Coordinated monthly patches/fixes of application code for UNIX and Mainframe.

Maintained and updated job work flows, of scheduled batch jobs and identified areas of improvements

Worked with development team to ensure all required documents are delivered to technical team for review before installation.

Tracked problems/outages to the final resolutions.

Worked extensively with Control-M for automated job setup and scheduling.

Performed sysout analysis and abend resolutions.

Updated JCL/Proc and maintenance production libraries.

Updated and maintain Application M&P documentation.

Coordinated, documented, and implemented disaster recovery exercises, for Mainframe complexes and Unix HP Servers.

Participated, updated and executed several annually DR/Site Switches for supported and interfacing applications.

Assisted in solving critical and escalated production related issues.

Monitored network performance and provided network performance statistical reports for real time.

Resolved billing issues related to daily feeds to and from interfacing application systems.

Implemented enhanced software projects installments on mainframe (MVS) and UNIX machines.

Coordinated and scheduled meetings with Development staff and application support on related issues

Tested pre-installation software for new enhancement for quarterly release installs

Worked closely with upper management to identify and resolved area or improvement

AT&T, Bridgewater, NJ (Jan. 1981 to June 1999)

Data Processing Associate III

Ensure the successful completion of all processing cycles in order to meet customer service level agreements on MVS platforms. Provided hotline support in 24x7 environment.

Updated Job Control Language and maintain production libraries.

Worked extensively with CA7 for automated job setup and scheduling.

Implemented and setup schedules for application releases and disaster recovery exercises.

PROFESSIONAL DEVELOPMENT

Computer Science, Coursework, Union County Technical Institute

Business Administration, Coursework, Union County College

Business Administration, Coursework, Seton Hall University

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