Customer Service Support

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Information Technology resume (Los Angeles, Irvine, Ca)

Argie B Hill HOME: 909-427-8031CELL: 909-578-3458Fax: ***-***-*************@****.***

Summary

Excellent Operation-Production batch Monitoring skills for Mainframe and Open-end Systems UNIX platform. A professional Computer Operator offering twenty plus years of experience in the computer industry Excellent written and verbal communication skills Self motivated and driven to succeed; work proactively with a minimal level of direct supervision. Strong organizational and administrative skills, including problem solving and analytical skills Outstanding customer service management skills; experienced with clients in technical a support Environment.

Expertise/Core Competencies

Strong multitask that can prioritize job requirements. Work experience in a PeopleSoft, Mainframe and Network environment with knowledge of Mainframe administration. Support in-house users by phone for system support questions. Worked with tools like OMEGAMON, CA7/CA11/CA1, CICS, TSO/SDSF, Pan valet, Librarian, TCP/IP, HSM and Lotus Notes. Correct batch job abends and Midrange scripts, JCL errors in a MVS, JES2 TSO environment. Perform Mainframe IPL 0n a bi-weekly basic through IBM Cmos Console for LPAR1 production, LPAR2 and LPAR3 for test and development. Monitor CICS MTBATCH re-allocation to bring companies online system down and MTBATCH to bring companies online system up to meet SLA services for user access. Good oral and writing communication skills. Experience with customer service and client soft skills.

HARDWARE EXPERIENCE

IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 4.3/Z-OS390 1.3 thru 1.10 Mainframe HP-UX-9000/Midrange / IBM/AS400 I-Series / SUN-FIRE E6900 Symmetric AIX-Linux / UNIX NGenius Performance Manager servers File-Aid (RDX) -- Version. 3.0 And 4.0 CA Advantage Repository Data Shopper 3.1 Document Direct 1.3, 1.4, 2.1 and 2.3 (Mobius) View-direct / infopac-rds / auto balancing (Mobius) EMC Dasd Hardware Wintel/Veritas / Netback up system. CA Command Center / CA (Platinum) Repository 3.8, 4.0 & 7.0 / SAR (CA-View). PANVALET (CA) V.14.2 RACF / ACF2 / COMPAC DL380 TALAERT

RDBMS DATABASE EXPERENCE

SQL Database, MS Access, DFSMS, ADSM, DFHSM, IMSP/IMST

OPERATING SYSTEMS

UNIX-AIX, Linux, Win/2003, Win/NT, Win/XP, MVS, Control-M/R, CA7/CA11, Zeek/Zebb, Cisco Tidal, Autosys, Tivoli Workload, Maestro Schedulers, Info-Man, Serena Change-Man / ITSM & ITIL Change Management / Lotus Notes 4.5, and 6.5 / Microsoft Office 2010 / Microsoft Windows NT, XP and Window 7 / Mainframe TSO / ISPF / SDSF / MVS / Remedy (Action Request System) / Endevor / Librarian / Microsoft Outlook 2010 / Service Center Client / Heat / Clarify Incident Ticking / Desktop and Laptop Hardware and Software Support (IBM / COMPAQ / Etc) / EXPRESS (CA-Deliver) / PeopleSoft / SAP/ Nortal Transport / SharePoint 2007 / CSI Loans.

STRENGTHS AND SKILLS

Twenty plus years experience in Mainframe/UNIX systems environment.Performed scheduling at the senior level with knowledge and experience of Control M/R, CA1/CA7/CA11, Tivoli workload scheduler, and Maestro, Zeek/Zebb, Tidal Admiral, Autosys and Jobtrac database software. Setup scheduler batch Processor and successor. Performed full test case development life cycle applications for loan, HR Payroll, Retail, and the Financial Application. Perform Mainframe Test cases execution with summarization of results of new develop applications. Perform analytical and technical knowledge to mainframe Batch production. Ability to coordinate and adjust schedule requirements when needed. Twenty plus years of experience working with JCL/PROCs correcting job abends, OS/MVS, TSO ISPF, Endeavor and Change-Man, CA1/CA7/CA11, NDM, FTP, DB2 and CICS online database. Performed network monitoring tools and functions (ping, telnet), Synsort/SORT, TCP-IP, FTP, VPN, LDAP, HTTP, IBM Utilities, IDCAMS, VCAM, VTAM, JCL, Microsoft Excel, Word, and Outlook. COBOL, VM/CMS, VSAM, DB2, Microsoft Access, and SQL and Bug tracking software Bugzilla. Process and Supported Adhoc Request by completing customer requests for data transferring from Mainframe to Desktop using software Easytrieve. Perform installation of upgrades and patches on the Mainframe. Perform Microsoft Word, Excel, and PowerPoint and Access technologies for data center projects. Have excellent written and verbal communication skills in the IT environment. Work with high-level applications for production business, Strong quick thinking; with effective Decision-making. Self motivated and driven to succeed in the IT industry; work proactively with a minimal level of direct supervision. Have strong Organizational and administrative skills, including problem solving and analytical skills. Outstanding customer service management skills; experienced with clients in technical a support environment. Ability to multitask and prioritize job requirements. Administer changes to companies scheduling software database when needed. Experience and knowledge to Create, modify, or remove scheduling jobs per change request. Perform scheduling Synch-up database environments. When schedule changes. Ensure productivity of production processing through resource planning and Hot Batch processing. Ability and technical knowledge of mainframe production.

Employment Gap

09/2012 to Present: Seeking Employment and interviewing. Taking CBT Courses for ITIL Operation Certification

Professional Experiences

IT SAP Production Operator ContractorSPHERION / COKE COLA 09-2011 -- 09/2012 Ontario, CA

SAP Console Monitor / IBM AS400 CPU / Remote location Ontario California. 60% Manages a caseload of incoming service requests each day Records and resolves incoming requests for service. Documents and maintains a detail history of the case notes from start to finish. Proactively suggests improvements to reduce incoming requests. Provides a high degree of customer satisfaction, technical expertise, accuracy, and Timeliness. Facilitates communication upward and across team including status, variance and Technical information. 20% Creates knowledge base tools for future reference on "how to" solve problems Step by step. 10% Gives and receives training on products that are supported by the Help Desk. 10% Audits case activity of other members of the team for accuracy.

Warehouse Operation Support Associate ContractorSPHERION / KOHL'S 09-2010 -- 09/2011 Ontario, CA

Monitor Warehouse E-commerce Console/ AS400 CPU / San Bernardino CA Monitor and correct Application batch failure on Mainframe & Midrange systems. Perform network-related task including connectivity and server monitoring. Support System Administrators to provide hands-on support for the systems on site. Knowledge of applications patches for software distribution system, Strong listener and team player. Trained co-worker and provide technical experience. Good oral and writing communication skills with a strong supervisor background. Complete documentation on all work requests using Service Center ticket system. Correct Batch application for the Mainframe and Midrange systems.

Employment Gap05/2009 to 09/2011: Seeking Employment and interviewing.

Sr. Mainframe Operation Support Analyst Contractor JBA / COUNTY OF LOS ANGELES 09-2007 -- 05/2009 Pasadena, CA

Technical Support, Change Control, Production Support & Operation support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Los Angeles CA Duties are to centralize tracking changes, Process Serena change packages, Service Center Changes, Correct Batch application for the Mainframe and Midrange systems and updates batch documents. Schedule and process batch application through CA7, Control M scheduler. Support HP/UNIX/platform production and test batch eCAPS application for different client servers. Responsible for critical path batch application from Mainframe to Midrange systems. Approved and process compiled packages and escalate batch control related problems with the potential service impact. Strong listener and team player. Trained co-worker and provide technical experience. Good oral and writing communication skills with a strong supervisor background. Knowledge of automated balancing, output management, Understand data center practices, operational procedures and processes. Technical ability to perform problem resolution Perform network-related tasks, including connectivity and server monitoring, support Cisco call center and Blackberry enterprise server center knowledge of applications patches for software distribution system.

Sr. Data Center Engineer ContractorCompuware / Pacific Life Insurance 12-2006 -06-2007 Newport Beach, CA

Technical Support, Change Control, Production Support & Operation support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Newport Beach CA Duties are to centralize tracking changes, Process Serena change packages, Service Center Changes, Correct Batch application for the Mainframe and Midrange systems and updates batch documents. Schedule and process batch application through CA7, Control M scheduler. Support HP/UNIX/platform production and test batch eCAPS application for different client servers. Responsible for critical path batch application from Mainframe to Midrange systems. Approved and process compiled packages and escalate batch control related problems with the potential service impact. Strong listener and team player. Trained co-worker and provide technical experience. Good oral and writing communication skills with a strong supervisor background. Knowledge of automated balancing, output management, Understand data center practices, operational procedures and processes. Technical ability to perform Problem resolution Perform network-related tasks, including connectivity and Server monitoring, support Cisco call center and Blackberry enterprise server Center knowledge of applications patches for software distribution system.

Sr. System Administrator Analyst Contractor Irvine Technology /AARP 08-2006 - 12-2006 Santa Ana CA

Technical Support, Change Control, Production Support & Operation support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Lakewood CA Duties are to centralize tracking changes, Process Migration, ADHOC Changes, SAP Batch Balancing, People-soft batch changes, Correct Batch Date changes of the environment for No-profit applications. Escalated application abends to correct personal. Test new software applications and updates documents. Schedule and process migration and batch application through ZEEK/ZEB scheduler. Monitor Applications changes for AARP, responsible for critical batch application path that fee other batch systems. Approved and process compiled packages and escalate batch control related problems with the potential service impact. Strong listener and team player. Trained co-worker and provide technical experience. Good oral and writing communication skills with a strong supervisor background. Receive request from Application Department, System Technical Department, Productions department, party Vendors and off-site centers. Perform network-related tasks, including connectivity and server monitoring, support Cisco call center and Blackberry enterprise server center knowledge of applications patches for software distribution system. Communicate problems to the local technology departments and escalate calls or page the on-call technician after hours.

Sr. Production Operation Support Analyst Contractor VOLT Global/Computer Science Corp 09-2005 - 07-2006 San Diego, CA

Technical Support, Change Control, Production Support & Operation Support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / San Diego, CA Duties are to monitor the mainframe and Unix AIX Government defense batch applications for Boeing (Mesa-Hacomnet, St Louis, Long Beach, Seal Beach and Philly). Raytheon (Garland, Fort Wayne, Fullerton and Andover). The County of San Diego and General Dynamics. Manage and restore batch service delivery batch backups and application for (CSC) Data Center. Responsible for critical batch application path that fee other batch systems. Approved and process compiled packages. Update RACFM userid to correct batch program issues and Process Serena Change-Man Packages Knowledge of MVS (zOS) and UNIX Operating systems, AIX, JES2/JES3/JESA/JESB and JESZ subsystems in a multi-platform of CICS, IMSP, TSO/SDSF, Control M/R, OPCE, CA7/CA11, Panvalet, and Lotus Notes. Knowledge of NT server, Windows 2003 server, and UNIX operating system. Knowledge of automation, output management and change management. Provided technical ability to perform problem resolution procedures for MVS/JCL, NT/Windows server, UNIX and storage systems. Trouble shoots software system problems and Have a clear understanding of IBM system utilities. Tivoli scheduling background. Strong listener and team player. Trained co-worker and provide technical experience. Good oral and writing communication skills with a strong supervisor background.

Sr. Mainframe Operation Support Analyst Contractor Teksystems-IBM / Toyota Corp 02-2005 -- 09-2005 Los Angeles, CA

Technical Support, Change Control, Production Support & Operation Support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Torrance, CA Duties are to Monitor, manage and restore service delivery of networks (data and voice), servers and mainframes for Toyota DC1 Data Center. Duties are to monitor stop/start IMSP/IMST databases and to DBR the database for production batch when there are batch contentions. Approved and process Serena Change-Man packages. Update RACFM userid to correct batch program issues. Implement the changes into the production environment, Mainframe and UNIX. Resolve computer related problems and Provide immediate recovery of services for in house client and users. Knowledge of MVS Z/390 operating system, JES2 subsystem in a multi-platform CICS, IMSP, TSO/SDSF, HSM, Control M/R, Tivoli Workload Scheduler, Pan valet, and Lotus Notes. Knowledge of NT server, Windows 2003 server, and UNIX operating system. Knowledge of automation, output management and change management. Provided technical ability to perform problem resolution procedures for MVS/JCL, NT/Windows server, UNIX and storage systems. Trouble shoots software system problems and Have a clear understanding of IBM system utilities.

Sr. Operation Support Analyst Contractor Login Consulting Svc/WELLPOINT 12/2004 -- 02/2005 El Segundo, CA

Technical Support, Change Control, Production Support & Operation Support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Woodland Hills, CA Duties where to monitor stop/start IMSP/IMST databases and to DBR the database for production batch when there was batch contention. Approved and process InfoMan Change packages. Support and troubleshooting other departments' mainframe related issues. Support offshore related test abends Support job applications, for migration and upgrades. Support in-house users by phone for system support questions. Set up batch Schedules for programmer and users. Knowledge of CICS, IMSP, TSO/SDSF, Control M/R, Panvalet, and Lotus Notes. Experience in a PeopleSoft environment with an AIX administration background.

Sr. Operation Support Analyst Contractor Spherion/Warner Bros Studios 04/2004 -- 12/2004 Universal City, CA

Technical Support, Change Control, Production Support & Operation Support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Burbank, CA Monitor and troubleshoot job processing and system performance through OMEGAMON and Tivoli console control. Assist the lead Analyst in supporting and troubleshooting other departments' Mainframe related issues. Help coordinate the system implementation of job applications, for migration and upgrades. Work experience in a PeopleSoft environment with knowledge of Mainframe administration. Support in-house users by phone for system support questions. Set up users ID for TIDAL Schedulers Midrange UNIX. Working knowledge of OMEGAMON, CA7/CA11/CA1, CICS, TSO/SDSF, Pan valet, Librarian, TCP/IP, HSM and Lotus Notes. Correct batch job abends and Midrange scripts, JCL errors in a MVS, JES2 TSO environment. Good oral and writing communication skills. Experience with customer service.

Employment Gap01/2004 to 04/2004: Seeking Employment and interviewing.

System Technical scheduler Analyst ContractorTentek Inc. / American Honda Motor Co. 10/2002-01/2004 Glendale, CA

Technical Support, Change Control, Production Support & Operation Support. IBM Z/OS V2.1/ MVS ESA 4.3/ JES2 / Torrance, CA Knowledge of the Mainframe and UNIX environment and NT environments, Duties were to setup batch schedule for Autosys and Zeek & Zebb GUI for batch production. Corrected JCL after batch failure; set file permissions for the UNIX users. Monitored Honda NT network with Net view and Master Cell. Display and verified the Network major nodes to insure NT workstations were up and functional. Monitor CICS on lines

Cerritos College Courses Information Technology One and Half credits Attained - 1975-1976

CERTIFICATIONS Farmer Insurance Certificates:/Robert Half CBT Control M Scheduling course TCPIP, ENDEVOR, CICS/ESA, Communication and Business writing. Compuware XPEDITER/TSO, UNIX, C A Certificate CA11/CA7

HIGH SCHOOL DIPLOMA ATTAINED GENERAL COURSES

References

References available upon request.

Location: Los Angeles, Irvine, Ca

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