Management Service

Robert Werling

*** ********* ******

Staten Island, New York 10308

917-***-**** ********@***.***

Summary

Information Technology Professional with ITILv3 foundation certification

in IT Service Management.

I have significant experience as a incident management / change management

/ application support analyst at leading financial and technology

businesses. Proven strengths in meeting goals, producing bottom line

results and leading successful team efforts. Excellent interpersonal,

motivational and communication skills. Fluency in windows/unix/linux and

root cause analysis issues. Create autosys jobs and monitor critical batch

streams using autosys and cron

Hardware

HP servers and peripherals, HP ILO, Dell servers and peripherals, Dell

iDRACS, IBM RISC/6000, IBM ES9000, Hitachi Hitmux.

Software

Windows 2000/XP/7,Windows Server 2003/2008, Autosys, Netcool, Sybase, UDB

DB2, MSSQL, MS Exchange 2003, Blackberry, Sun Solaris, RedHat Linux, IBM

AIX3.2,WINDOWS, MVS/ESA, JES2, JES3, Microsoft Word, Microsoft Excel and

Peregrine.

Professional Experience

JPMorgan Chase Whippany, New Jersey May 2012 - October 2012

Infrastructure Services Support Analyst -Incident Management

Performed incident management duties for all severity issues.

( Responded decisively on all incident issues concerning credit cards,

loans, real estate and infrastructure.

. Created/resolved incident tickets using the Peregrine ticketing system.

. Create priority 1 incident telephone bridges and gathered all responsible

parties to the bridge to resolve issues in a timely manner within SLA.

. Followed up with aforementioned parties in gaining root cause analysis.

( Expedited conference bridges to drive incidents to a quick

resolution.

( Upgraded/downgraded any incidents depending on impact to business.

( Informed upper management of any issues that may be business

impacting and conferred on proper actions to be taken.

GOLDMAN, SACHS & CO., Jersey City, New Jersey 1995-2011

Windows Systems Administrator - Servers and Messaging (2010-2011)

Monitored 2500 servers for h/w, s/w and capacity issues. Provided ongoing

support and resolved issues.

( Ordered h/w replacements for Dell and HP servers when found through

Ilo and Idrac and worked in tandem with vendor to replace failed

components.

. Start and stop various services on servers when needed

. Monitor Blackberry, Microsoft Exchange, OpenFax and other perimeter

services and ensured optimal functionality.

. Cleaned up disk space on servers when thresholds were exceeded.

( Used DPM to add space to exchange servers when needed.

( Served as group liason with alerting system engineers on any issues.

Tested qa alerting system. Added alerting mechanisms when needed.

( Performed root cause analysis for any system alerts including space,

services and h/w issues.

Special Projects (2010)

Team member of BCP, and Powerdown teams. Sole person in charge of special

restoration of data for the Custody Technology business unit for the

Goldman Sachs and federal government lawsuits. Developed and implemented

new filtering system for Resolution Services, (system, application, dba and

networking) and tested the same in all aspects of the QA, UAT and prod

lifecycle. Brought the same system into production.

. Coordinated BCP team with applications teams in readying all aspects of

business continuity program for Infrastructure systems and its successful

testing. Reported results back to Information Security.

. Coordinated off site data centers successful powerdown/up and reported

post mortem back to management.

( Solely restored >200TB of data for Goldman/SEC lawsuits.

Database Support Technician (2009)

Supported Sybase, UDB(db2), Oracle and MSSQL databases. Provided support

for db maintenance jobs, backups, user queries, replication, syncing, and

applications issues in a community of >2500 dataservers

( Created and altered databases when capacities exceeded thresholds

set, and updated tables accordingly.

( Liason with primary dataserver dba's and or application teams when

issues were warranted.

( Generated Change Management tickets for altering of databases and

followed through until completion.

Lead Production Support Senior / Incident Management Analyst - Team Lead

(1995-2009)

Team lead for production support team of 4, covering all aspects of

distributed computing including resolution

and escalation of all system, dba, app and other critical issues. Respond

to user issues through email, phone

and web requests. Initial member of the Incident Management service desk

team reporting on

business critical issues/downs that affected everyday GS business sectors.

Mentored and trained employees.

Create runbooks for various job functions.

( Call facilitation between business / technology contacts during sev1

incidents for IM service desk.

( Facilitate restoration of normal service operation on high severity

issues, minimizing business impact from start to resolution of incidents.

( Perform timely escalation and status updates to IT Senior Management

and Business areas.

( Review and validate resolved incidents for closure.

( Gather data for use in root cause analysis and for metric reporting

of incidents.

( Decreased database generated alerts 30% via self initiative by

analyzing, publishing and tracking alerts. This process later become

start of root cause analysis for database alerting.

( Proactively monitored the firms critical application so that client

deliverables were completed within SLA. Monitored these jobs through

autosys, cron, netcool and procnosticator fx batch processing.

( Created production support autosys jobs when needed.

. Provided job support for daily and weekly database maintenance jobs.

Liason with dba team.

TOYO INFORMATION SYSTEMS, Staten Island, New York 1992-1995

Customer Support - Computer/Communications Senior Operator

Supported all systems and communications for International JGB credit card

and Sanwa Bank. Reviewed and transcribed various runbooks.

( Provided help desk operations support for user inquiries and terminal

issues for JGB card.

. Monitored hardware of SYS/88, Tandem and ES9000 systems and review

error recoveries with Japan team.

. Installed new system modules for MVS systems.

. Monitored IDNX, HITMUX and modems for errors and troubleshoot the same

in coordination with vendors.

. Created trouble tickets for issues that occurred during daily business

operations.

IBM Yorktown Heights, New York 1978-1992

Systems Administrator - AIX Help Center (1990-1992)

Information Systems Support Services / VM Systems Programming Group (1987-

1990)

Operations Support Technician (1983-1987)

Computer Operations Lead (1978-1983)

EDUCATION

Fiorello Laguardia Community college, Long Island City, N.Y.

Achievements

IBM Watson Research award for migration of MSS 3850 data to IBM 3380 DASD.

CERTIFICATIONS

ITILv3 Foundation Certificate in IT Service Management

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