Doreen Hamidou

Harrisburg, PA *****

773-***-****

abshwz@r.postjobfree.com

Skills:

OS/Environments: Windows 7, XP, MS Office 2000/2003/2010, PC-DOS,

UNIX, OS/390, Z/OS, Linux, AS/400

Development: COBOL, Assembler, JCL, TSO, ISPF, Telnet, File-AID, SDSF

and IBM Utilities (FTP, SMP/E, TPX), ILO (allow remote

control of servers), DASD, JES2, Active Directory, SQL,

TCP/IP, DNS, DHCP, Websphere

Software/Application: MSOffice 7(Word, Excel, Access, PowerPoint,

Outlook), Symantec Backup, Norton Ghost, IVR, AVR, RACF,

CITRIX, SQL

CA Products: eTrust CA-ACF2, eTrust Cleanup, ACF2/CICS, IMS, CA-

Unicenter, ACF2/VM, ACF2/DB2, CA-Examine, CA-LDAP,

ACF2/IMS, CA-1, CA-7, CA-11

Web Application: HTML, Compass, Kiosks, PIM I, EQUATE, WhatsUp Gold

Ticketing Systems: Heat, Remedy, StarTrak, Support Magic

Experience:

Mindteck/Deloitte-PACSES, Harrisburg, PA 6/2010 - 10/2012

Application Support/Helpdesk 1&2

Support 60+ counties for PACSES (PA Child Support)

Password resets for Network and EQUATE access

Application Support (PIM I, Equate, MS Outlook, CSWS, IVR & AVR)

Monitor WhatsUp Gold for downed Servers/Routers

Open problem tickets utilizing Support Magic

Perform necessary problem escalation

Assist web users with access and usage

Troubleshoot and identify application problems

Report, document and communicate LAN/WAN application problems

Update and maintain canned text documentation

Provided training for transitioning of helpdesk

Tested new Application modules

Assised remote access to CITRIX utilizing Connectra

Rose International/Bank of America, Chicago, IL 6/2009 - 2/2010

Lockbox Associate

Opened, scanned and processed payments for HIPPA accounts.

The Plus Group/Walgreens Corporate, Northbrook, IL 5/2008 - 3/2009

DTR (Data Technician Representative) Tech Support

Provided technical support to the depot technicians on the upgrade of the

various server types for Linux upgrade

Upgraded server hard drive, memory, network card, heat sink, fan and

performed configuration

Provided support to the technicians on the upgrade to VOIP

Troubleshoot and resolved related upgrade problems

Tested new printers, scanners and equipment prior to purchase to go into

the stores

Performed configuration of hardware for Linux upgrade

Prepared training video on upgrading procedures and documented procedures

online

Built/cloned the drives for the AS/400 servers

Received notification of problems via Remedy ticketing system, resolved and

closed them

Escalated problems to the appropriate groups per SOP

DeVry University/Ultimate Staffing, Chicago, IL 5/2008 - 7/2008

Technical Assistant

Provided functional and technical support troubleshooting and diagnosing

hardware problems at all levels

Dispatched technicians

Performed wiring and daily maintenance of computers in the campus labs

Configured the computer labs utilizing Ghost Norton software throughout the

campus

Reset passwords

Managed Active Directory

Set up and grant necessary system access and provide security badges

Resolved Windows related issues, Internet Explorer issues and other PC

software related issues

Resolved user problems with printing and connecting to the network

Research login issues, monitored printers, servers' stats and network, and

performed daily backups

Email administration

Performed computer refresh for the classrooms

Integrys/Todays Staffing, Chicago, IL 8/2007 - 04/2008

Excel Customer Service

Support a new promotion project to bring in new customer business thru a

mass mailing.

J P Morgan Chase Bank/Performance Dynamics, Chicago, IL 11/2006 - 06/2007

Help Desk/ Data Entry/Doc Prep/Mail Extraction

Create daily reports on batch job submissions status

Open problem tickets

Escalate problems to appropriate groups

Monitor the batch submissions

Submit network commands to notify the appropriate people of batch

submission deadlines

Monitor ongoing conference call for reports of problems

Opened problem tickets with appropriate IT group

Resolved user problem within batches during transmission by providing

necessary batch fixes

Escalated problems as required by contacting the appropriate IT support

groups

Jones Lang LaSalle Corporate/Todays Staffing, Chicago, IL 06/2006 - 10/2006

OnBoard Database Administrator

Administrator of a web based application that allowed resources

(workstation, office or conference room) scheduling provided training,

created reports on resources utilization.

Resolved user problems via phone support regarding product usage and

answered questions

Utilized Remedy ticketing system for problem reporting and documenting the

resolution

Conduct training sessions for users on product usage in person and online

via live chat

Provided training and supported users with Kiosks

Developed and maintained web page for product to instruct users on making

reservations of resources

Created daily/weekly/monthly reports on the resource usage (workstations,

office and conference rooms reservations)

Reports created using Excel VLookup, pivot Table and creating charts

Worked closely with vendor on product to resolve functionality problems at

client's site

Gatheright Auto, Chicago, IL 12/2004 - 06/2006

Administrative Assistant

Robert Half Technology, Chicago, IL 10/2005 - 11/2005

Help Desk Support

Provided support on migration from GroupWise to Outlook

Computer Associates, Lisle, IL 8/1998 - 11/2004

Call Center Support/ Technical Support Representative

Supported Security Administrators on the CA-ACF2 mainframe security

products

Support provided via ACD, E-Mail, and online ticketing

Assisted with product install, problems and usage

Instructed on setting up data and resource rules, system integrity reports

Secured the mainframe, UNIX, Linux, Websphere, Z/OS, OS/390, CICS and DB2

environments

Supported CA-ACF2 security products for IMS, VM and LDAP, DB2, CICS in the

mainframe environment

Resolved technical problems to determine the root cause,

Researched and answered client questions

Utilized Support Connect, FTP, Startrak and email to distribute or identify

fixes for clients

Collaborated with Management, Level2 and Development to expedite resolution

of client issues

Conveyed o Development and level2 on updates that are needed to ensure

product and solution quality

Administered CA StarTrak database to document accurate client history for

all issues resolved

Provided traces, downloaded sysdumps and debugging tools (violation

reports)

Composed Frequently Asked Questions (FAQ's) as an online resource for

clients

Reviewed documentation and assisted QA in testing of upcoming product

releases

Administered beta support for assigned products that attributed to new

product releases

Received client calls, opened problem tickets, resolved problem and closed

tickets.

EDUCATION: Chicago State University, Chicago, IL1/1990 - 6/1995

Received Bachelor of Science in Information Systems

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