DAVID W. PALOJARVI

** ***** ******, *********, ** 01468 H: 978-***-**** ac16r6@r.postjobfree.com

Experience

Systems Services & Support Analyst 07/2006 to 05/2016

Fidelity Investments Support Center

Responsible for 1st level monitoring of the following.

Network Data, Internet, and Voice infrastructure.

Distributed platforms including, Windows and Unix.

Mainframe Online, MVS System Console, and Security Operations.

Fidelity Managed Network, Retail and Institutional applications.

Escalation and management of incidents, from discovery/root cause determination through resolution.

Brokerage War Room Systems Analyst 06/1996 to 07/2006

Fidelity Investments

Recruited to design, develop, and maintain Fidelity Brokerage War Room.

Played primary role in designing fully operational Brokerage Services Hotline.

Primary business hours problem contact for Brokerage Systems originating from Dallas Online Support,

Customer Service Center, and Development.

Responsible for maintaining Acceptance and Test complex data file integrity including monitor and control

of file maintenance during and after hours.

Responsible for transaction maintenance using FMNU (Fidelity Menu) for Test, Training, and Acceptance

complexes.

Primary coordinator of Brokerage War Room crisis situations including Systems Problems and Market

Corrections.

Responsible for dissemination of information in and out of War Room during crisis' including

coordination/notification of technical and management staff.

Primary contact for client/user community utilizing direct lines to New York Order Room, 14 Wall Street,

Dallas Online Support, Fidelity Capital Markets, and Epic Data Center.

Centralized help desk for all questions pertaining to Brokerage Systems (FBSI).

Professional Choices 03/1996 to 06/1996

Osram Sylvania Danvers, MA

Lead Computer Operator

Responsible for providing first level support of AS400 midrange and 3090 mainframe systems including

monitoring and execution of backups on AS400 and Windows/NT Osram nationwide network.

Help Desk Analyst 01/1996 to 03/1996

Aerotek Data Services Group Andover, MA

Responsible for providing help desk support for store level point-of-sale hardware, back-office, and

associated peripherals.

Troubleshoot client software/hardware including first level support of 8580 in-store-controller and RS6000.

Problem escalation/resolution through Q-SUPPORT tracking system for nationwide network including

Hawaii and Puerto Rico.

Computer Operations Shift Manager 01/1989 to 12/1995

First Data Technologies Medford, MA

Responsible for the supervision of mainframe computer operations staff and network control center help

desk.

Provide first and second level support to master console operations servicing Boston Company and

Shareholder Services Group nationwide client network including London office.

Computer Operations Shift Manager 09/1985 to 01/1989

Filenes Department Stores Natick, MA

Responsible for the supervision of mainframe computer operations staff and help desk.

Provide first and second level support to master console operations, printer, and forms distribution areas.

Supporting online and batch requirements to meet service level agreements with nationwide store network.

Lead Computer Operator 02/1981 to 05/1984

American Hoechst Corporation/Foster Grant Company Leominster, MA

Lead Computer Operator 05/1984 to 09/1985

American Hoechst Corporation/Hoechst Fibers Industries Spartanburg, South Carolina

Computer Operator 06/1978 to 02/1981

Simplex Time Recorder Company Gardner, MA

Education

Associate of Science: Data Processing Technology

Mount Wachusett Community College Gardner, MA

Skills

Customer Service

Help Desk Technical Support

Mainframe Computer Operations

Shift Management

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