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Customer Service Information Technology

Indianapolis, Indiana, United States
August 31, 2017

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Alesia Anderson

IT Supervisor

Indianapolis, IN *6235 - 253-***-****

Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.


3rd Shift Supervisor

INDIANA OFFICE OF TECHNOLOGY - Indianapolis, IN - October 2015 to Present Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.

Operations Associate

Finish Line - Indianapolis, IN - January 2014 to October 2015 Area

Provide 24X7 monitoring and basic support for IT systems including but not limited to network circuits, network hardware, servers, applications, web and scheduled jobs (Peoplesoft, Control-M). Acts as main point of contact for monitoring, maintenance and test and turn up of network infrastructure initiatives for all Finish Line locations. Monitors system health of servers (physical/virtual), databases (SQL, Informix, Oracle) and network (Cisco). Maintains system backups on a daily, weekly and/or monthly basis. Monitors processes such as nightly polling, backups and Distribution Center BOMs alerts against outages and performance issues to on-call IT personnel. Performs basic testing and troubleshooting as per runbook works with Telecommunication vendors for moves, adds and changes as well as network outages for dispatches and troubleshooting. Responsible for updating documentation as it relates to incidents and procedures.


Compucom - May 2012 to August 2013

Starbucks Coffee Company

Computer Operator/System Administration

Key Responsibilities:

Monitors all operating systems (UNIX, Windows, AS/400) platforms, networks, job schedules and database management systems. Analyzes and responds to problems referring more complex problems and issues to second-level support groups as appropriate. Follows established guidelines for maintaining data security and enforcing data access and security policies. Function in a continuously-operating production environment. Job process and server monitoring with ticket creation on following enterprise systems: Windows Servers

(2000, 2003, 2008); VMWare; NetApp and EMC Clariion SAN Storage; Citrix; AS/400-OS/400 System I; LAN/ WAN; job scheduling tools (Robot Scheduler, Control/M); HP Openview; SCOM; BMC ProactiveNet; Remedy Ticket System. Assist partners with AS400 and JDA application user accounts, work with developers to assist with control M scheduled jobs and provide basic troubleshooting on Windows Servers and VMware. Computer Operator/System Administration

Nintendo of America Inc - Redmond, WA - May 2005 to November 2010 Key Responsibilities:

Maintained systems uptime from the operations center as primary tier 2. I was part of frontline team responsible for 24x7x365 operations of services AS400, HMC BAS/HAL, IPL, Web Serving Applications Websphere, Domino, Apache, MAC tapes, Active Directory, JavaScript, Netbackup(NOM), VMware, VoiceWatch, MS Exchange 2007, Zenoss, Smart cards Unix/Linux Windows, Window server 2003, Veritas Backup, Novell AIX, TCP/IP, VPN.


Sr. Computer Operator

Universal Music Group - Fishers, IN - September 2001 to June 2003 Key Responsibilities:

Monitored and operated MVS/XA, JES2, CICS, AS400, UNIX, DEC, SILO, remote monitoring System 36, scheduling package CONTROLM. Responsible for implementation of new mainframe development projects. Consistently met deadlines requirements for all production work orders. Administered SunOS, Solaris, HP, UNIX, AIX and Windows systems to ensure availability for remedy developers. Experience with multi-tiered applications relationships and end-to-end process web server, database server. Operations Analyst

Lincoln National /IBM Global Services - Fort Wayne, IN - November 1998 to April 2000 Key Responsibilities

Scheduling test batch cycles, coordinate test rescues. First position held was lead operator. Performed moderately complex troubleshooting duties, analyze issues and recommend resolutions. Designed and implemented all phrase of intranet portal sites including requirement gathering, design, development, testing, deployment and training to connect company users, teams and information. Monitored master console, DB2, OMEGAMON, S2K, OPN, AWD, LAN, RS6000, PRIME, System 36, JES2, JES3, AS400, HP, NCCF, OPS/ MVS.

Helpdesk Analyst

SCT/System Computer Technology - Fort Wayne, IN - March 1997 to January 1998 Key Responsibilities:

Hardware/Software troubleshooting, Basic Pc support setup, Printer setup provided documentation on start- up, shut down and first level troubleshooting of processes to help desk staff. Provided daily support to ensure company staff had necessary tools to perform tasks efficiently. Provided quality customer service during support calls.

Data Coordinator II

North American Van Lines - Fort Wayne, IN - September 1985 to September 1996 Key Responsibilities

Tape Librarian, Data Coordinator I. Duties included monitoring MVS/XA, JES2, ISPF, GATEWAY, IBM SYSTEM 36. Scheduling using CA-7, CA-11, CA-1, running restores and backups, troubleshooting abends, IPLing system. Resolved application issues escalated from customer support and other departments with 100% success rate. Developed and implemented in-house source organization system, increasing efficiency by 10%.


As400 (8 years)


MVS Skill Pack for z/OS

May 2017 to Present

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