Support Management

Location:

Wylie, TX

Posted:

June 15, 2017

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Resume:

Cell: 469-***-****

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David Vance Price

Summary

I am an IT professional with 29 years’ experience and I am a self-motivated employee. I have excellent problem solving skills and I have spent the last 29 years troubleshooting and solving unique issues. I am accustomed to doing research to resolve issues. I am project oriented. I enjoy working on working on new projects that lead to new solutions and new ways of working.

Education

2006 Parsec Group

OpenVMS System Performance Management

2000 Global Knowledge

VMS Advanced System Management

1982-1983 Control Data Institute Dallas, TX

I studied basic electronics, digital logic, and computer theory.

Professional Experience

Speed Commerce February 2014 – May 2017

Production Support Analyst

Use tools such as Graphite and Monit to monitor key systems to prevent failure of websites or Warehouse Management systems.

Send out alerts and notify the appropriate groups in the event issues are detected.

Monitor tickets created in the Service Desk ticketing system, and reassign tickets to appropriate groups based in the issues.

Monitor for Severity one tickets using tools such as Pager Duty and redirect to the correct group. Work directly with the group to resolve the severity one issue.

Create and update documentation for the Service Desk team. Update and maintain knowledge documents.

Work on projects to update accounting software.

Manage projects to create redundancy for shipping software.

Helped to develop a Release Management and Change Management process.

I conducted Change Management.

I managed the FedEx and ConnectShip servers.

Use Skybot to create and maintain cron jobs for our various Linux servers.

I reviewed and updated compliance documentation.

I audited and review user access for compliance.

Worked with Active Directory to maintain compliance standards for PCI Compliance.

Cognizant Technology Solutions June 2008 – December 2013

Senior Associate

Production Support for Blockbuster Inc.

Maintained and updated the weekly System Health report. Added fields to monitor the number of customers per store, and increased several other fields to keep up with the current status of the POS Retail environment.

Updated Macros and tools used by the Retail Help Desk.

Created and managed Change Management changes for POS Releases.

Monitored change and updated as needed through the completion of the POS Release.

Monitored the stores for errors during the Alpha and Beta phase of POS Releases.

Assisted with maintenance on VMS Servers in the Data Center.

Sharepoint support.

OpenVMS Virtualization. Installed and setup Charon AXP Alpha Emulator. Used Stromasys Charon AXP to create a Virtual copy of our OpenVMS environment so we can move off of Alpha and VAX hardware.

Program in DCL (Digital Command Language) to create Programs, Tools, and Utilities used by the Support Services Group.

Provide maintenance, support and upgrade tools and utilities used by the Support Services group.

Third level support for the Retail Help Desk on store issues that are beyond the scope of documented procedures.

Run a weekly System Health report with the status of the stores computer systems.

Generate weekly First Alert Tickets within Service Desk to proactively solve store issues discovered by the System Health report.

Test new POS Hardware to evaluate its stability and compatibility with our POS System.

Work with Change Management and create Change Management requests to deliver new POS Software to all of Blockbuster’s store systems.

Work with the Development Group to coordinate a timely and affective delivery of POS Software for Alpha, Beta, and National releases of POS Software.

Blockbuster Video January 1998 – June 2008

Support Services Engineer