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Management Technical Support

Location:
Raleigh, North Carolina, United States
Posted:
August 29, 2017

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Lamont Blackmon

Raleigh, NC *****

Cell: 919.***.**** ac12fw@r.postjobfree.com Home: 919.***.****

SUMMARY

Dynamic, results-oriented IBM Middle Ware System Assets Management/IT Analyst for operation management with extensive solid experience in information management, capital assets management, assets procurement, software compliance tracking, networking and mid-range storage products in manufacturing, E-commerce and environments. Over 6 years’ global data call center experience. Exceed at providing practical customer and end user service and technical support. Proven leadership capabilities in implementing and supporting technology-based solutions, solving business problems and improving processes, resulting in cost saving for customers and leading to cost reductions and improved efficiency.

TECHNICAL SKILLS

Operating Systems and Software

Windows 2010, Windows 7 Pro, IBM AIX Services, IBM Storage Manager, VM ware, Hyper vision, IBM Mid-Range Storage products: DS3000, DS3500, DS4800, DS5800, EXP3000, EXP710, EXP810, San Net app N series; IBM and HP 3000-9000 mainframes Cisco 3000 Concentrate Switch

Networking

LAN, WAN, TCP / IP, SPX-IPX, DHCP, DNS, ISDN, 802.11 Wirelesses; Frame Relay, T1 lines, Fax Server, VPN, Cisco Routers 1900 and Raid 5 and 10 redundant disk array technologies. Remote RAS server for remote access users

Desktop Software

MS Word, Excel, Microsoft Outlook, Microsoft Office, Lotus Notes and IBM suites applications, PowerPoint, Symantec Antivirus, Visio, Adobe, Photoshop, Auto CAD, Paradox Relational Database, Access Database,,McAfee Ant-Virus.

Networking Application Software

HP security monitor, Arch Serve Backup, VM Ware Ghost, Track IT, HP Open View, McAfee Virus Protection Products, TCP / IP, CICS and Help-Desk Professional Manager Ticket System

Hardware

IBM Servers, HP Servers, Dell Power Servers, HP9000 mainframe, IBM Mainframe, Windows server 2008

Video Conferencing

Tanberg Video Conferencing Connect Systems

Telecom Phone Switch

Hi Com 3000 Phone Switch – AT&T Lu cent Audi x Digital Phone Switch

PROFESSIONAL EXPERIENCE

IBM Research Triangle Park, NC. Oct 2014 thru 2017

Middle Ware Systems IT Capital Assets Management -IT Business Asset Analyst

Responsibility for total management of IT capital assets and resource allocations, tracking and budgeting for (4) IBM department division and 5 GEO countries for software middle ware systems-cloud and IOT Internet of things support within IBM. This includes financial justification and project management.

Manage procurement of all IT assets, collaborated with senior management assisting with budget management, assets forecasting, asset planning, asset tracking, inventory asset management, PO tracking, asset ordering and purchasing. GEO project planning for all middle ware systems assets that fall under the VP for middleware software system.

Draft and process for approval procurement of contract documentation, including license agreements, support agreements etc for software system group.

Asset ordering, price negotiation, distribution, control and allocation of assets to middle ware global staff.

Responsibility for proposals RFP/Bids cost analysis and successfully negotiation the terms of procurement / contract documents, as requested for new projects and resource requirement.

Managed the software application support for middle ware systems cloud and software license compliant for Dev Ops developers, including hardware inventory tracking and allocation.

Manage pricing negotiation, and allocation of assets to middle ware global staff that resulted in 30% percent cost saving for department in addition to working with senior management to continually drive down cost with better controls and resources allocation across many GEO's within IBM.

Oversite and lead responsibility for (7) team leaders with project oversite responsibility for all assets purchasing and allocation within middleware systems software group for processing and making necessary corrections and posting to SS sheets and ledger for accounting purposes and tracking.

Demonstrated consistent leadership, management through influence and collaboration creation in a complex and multi-site team-based environments.

Managing, processing and data management of IBM WWCT (worldwide capital tool use for capital IT asset tracking purchasing and management reporting. My accomplishment included but not limited to having implemented and put into place a change management/inventories processes improvement system and workflow tracking that enhance and brought a sense of control/ownership of the ordering processing, planning, asset management and control oversight to the position of Middle Ware Systems Global IT Asset Management. Interacting with senior management to set achievable goals and manage asset allocations/resource and planning for long and short term benefit of our user base. Management responsibility for all systems deployments to US, Mexico, UK, India and Canada IT users.

Utilizes strong analytical skills, including a thorough understanding of how to interpret departmental business needs and translate them into requirements and functional specifications for ongoing support for stake holders.

Collaborates with subject matter experts to establish the strategy and analyze tradeoffs between key requirements and the fulfillment of service level agreements.

Manage all break/fix operations, on site resolution, remote overnight resolution, deployments return.

Provides migration information to end users/ updates migration documentation as changes occur.

Tracking and management of all assets in e-AMT database management systems for asset tracking.

Acquisition’s asset validations, average 150 deployments/returns and scrap units per month. Provided migration data for all locations.

System Consulting Support for IT Clients- Raleigh NC - Oct 2014

Assist corporate IT customers with managing LAN/WAN and similar technologies as it it related to and impacted their storage, disaster recovery and backup and restore technologies their IT infrastructure.

Managed enterprise data application, system installs, laptop notebooks smart phone upgrades internet, including planning, operations and day-to-day management. Facilitated implementation and provided technical support for payroll, small retail system, hardware and software operations. Set up configuration and troubleshooting of customers Websites and social media platform application and design.

Strong IT Support in a ITIL environment.

Acts as senior technical support to resolve issues with wireless/telecom services

Management of Internet security for intrusion and virus detection.

Troubleshoots and restores technical services and/or equipment issues

Analyzes, identifies and diagnoses faults and systems using defined processes and tools

IBM Research Triangle Park, NC Feb 2008- till Sept 2013 - 5 years

IBM Global Storage/SAN/NAS/ Support Specialists for GTS services

Oversaw mid-level SAN/NAS technical storage support for global IBM clients and customers in global support call center. Analyzed customer technical requirements and made recommendations for storage support and fixes on SAN hardware platform and software firmware upgrades for storage on IBM DS Storage and Net app platforms. Serve in capacity as level 1 & II escalations point for field CE or technician dispatch for onsite parts replacement.

Prioritize issues of varying severity, effectively manage the resolution or escalation of all issues within accepted service levels agreements and in a timely fashion to meet customer expectation in resolving issues.

Performed detail troubleshooting of customer’s LAN/WAN environments which included but not limited to

HBA card configuration and installations in servers, controller firmware upgrades, SCSI trouble shooting, fiber backbone setup and configurations. This was done in a ITIL supported Data Center.

Trouble shooting, brocade routers, and SAN switch for connective issue and-IP as well as server applications support for major fortune 1000 nationwide and globe clients.

Improved customer systems up time performance by providing forward-facing customer support by troubleshooting various issues for storage outages, firmware upgrades, and resolution. Also communicated issues within IBM field Customer Engineers (CE) group for customer network environments.

Assist corporate IT customers with managing LAN/WAN and similar technologies as it it related to and impacted their storage, disaster recovery and backup and restore technologies for SAN/NAS environment.

Provide training to clients in the use of system and applications as related to Internet and company specific applications.

Configuration of client’s equipment to connect to the corporate network and network brocade switch support

for fiber and fiber channel switching in support of virtual storage and virtual tape systems.

Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.

Assist clients and customer with VM Ware ESX issue and VERITAS backup and restore issues on systems.

Work with customer on change management issues related to storage, with focus on metric tracking as well.

Assisted sales department with Sales of new SAN/NAS storage units, resulting in an increase to bottom line impact and revenue growth. While facilitating new system wide upgrades, configurations and firmware software system changes. Provided some basic firewall and port configuration for environment security.

Ensured minimal customer down time and improved customer internal networking and storage area by managing large and small customer SAN/NAS storage appliances for IT infrastructures; assisted with storage upgrades and software changes and made major recommendations for data center operational improvements.

Eased workload of incoming customer calls by monitoring job queues with quick refresh rates and handling incoming priority calls and call backs within timely manner, resulting in improving customer response time within global call center, as well as improving customer relationship and experience with remote technical support.

Maintained high clear rates and parts replacement accuracy for customer ordered, or requested parts replacement by CE for outside fixes by ensuring customer received correct part replacement the first time, which resulted in better service and up-time for customer SAN/NAS and IT data center, as well as maintained cohesive working relationship with on-site CE and field technician dispatch to site for fixes.

Developed correct fixes and action plans for resolution on client equipment, including storage SAN and software, resulting in quick and timely fixes and firmware updates for storage issues, parts replacements for customer machines, and improving customer satisfaction. Receive annual performance bonuses ever year for great customer support.

SENIOR FINANCIAL RESOURCES, Raleigh, NC 2005 – 2007

Senior Technology Information System Consultant

Implemented, managed and supported company internal small business computer network, including LAN / WAN, communications, and phone infrastructure, as well as designed, implemented and configured various computer applications for clients. Acted as company internal computer technology consultant for clients and staff; handled security and software installs and updates for windows XP, and XP Pro desktop clients, plus wireless routers, as well as software firewall management for company. Performed applications training, installs, updates and hardware.

Handle incoming customer calls and support in call center for new and existing wealth clients.

Manage small support staff of 3.

Implemented and managed installation of smart phones and remote dial-in laptops, as well as Sprint wireless cards for smart phones and wireless remote laptop setups, resulting in remote access to messaging and reports.

Managed and handled sales leads and contracts for digital streaming video media platform, resulting in increased net sales and increased customer base for North Carolina area.

Reduced operating costs by providing application support for in-house financial management system and core application by providing real-time applications management, resulting in better management system for financial tracking and posting. Manage all data capacity planning for servers and storage.

BUILD NET INC., Research Triangle Park, NC 2000 – 2002

(Company no longer in business)

IT Change Management Supervisor / IT System Management Administration

Provided data center technical support and operational supervision support for campus wide network infrastructure. Supervised change management process for IT internal network functions and assets tracking. Supervise staff of 8 for all change management revision and monitoring. Assisted with Build Net ERP SAP for resource planning asset management build material cost centers. and Build Net E-Commerce, T1 line communication circuits, ISDN communication circuits, Frame Relay lines and circuits, and web devices management. Provided leadership and awareness of IT enterprise regarding change management and quality assurance disciplines; assisted team members on server platform for over 60 servers OS and maintained security on all servers. Manage billing, purchasing and equipment inventory asset for data center.

Lowered operations costs and saved $110K in telecommunications costs by managing and negotiating Telecom carriers’ contracts with AT&T, Bell South, and Global Crossing.

Managed all software licensing requirements for enterprise network, resulting in significant savings in licensing fees.

Application support for the Build Net ERP SAP resource application system and back end wireless remote application for field support personnel.

Responsible for the implementation, management and support of the Build Net E-Commerce campus wide computer LAN/WAN network and communications infrastructure with assistants of core network team. Assisted with the implementations of new HRIS system for human resources.

EDUCATION

AS, in Management Information Systems, ECPI Technical Institute, Raleigh, NC

PROFESSIONAL DEVELOPMENT

Microsoft Professional

(MCSP) Courses:

Supporting MS Windows Core Technologies

Supporting MS Windows Enterprise Technologies

Network and Communication Management Advanced

CERTIFICATIONS

Network Administrations-San/NAS Storage Net App Basic Administration Course



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