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Customer Service Technical Support

Location:
Dayton, Ohio, United States
Posted:
January 28, 2018

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MICHAEL A. TODD

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

Springboro, OH 45066

937-***-**** Cell

OBJECTIVE

A position working within the information technology field which offers a high level of challenge, responsibility, and the opportunity for continued career growth.

SUMMARY OF QUALIFICATIONS

● Has several years of top, diversified experience.

● Strong background in many areas including management, operations, system administration, staff training and development, installation coordination, system upgrade and configuration, system testing and troubleshooting, technical user support, disaster recovery, quality assurance, and customer service.

● Hard working, driven, and dedicated, while highly-experienced in all aspects of industry work, and thoroughly familiar with industry products, practices, standards, and protocols.

● Well-versed in overseeing day to day system operations, and ensuring that all systems and programs run smoothly and efficiently, and meet all organizational and project requirements.

● Results-oriented, with an ability to see any assignment to successful completion.

● Excellent organizational, communication, analytical, and people skills.

● Works well with all levels of management, co-workers, and the public.

● Thrives in a busy, fast-paced working environment.

PROFESSIONAL EXPERIENCE

TCS Contracting Services Omaha, Nebraska

Senior AS400 Engineer (4/16/12 to 10/30/2017)

Responsible for supporting all aspects of the AS400 for Conagra Foods. Work closely with the user community on how system changes impact the business model that has been established. In charge of all 3rd party vendor software implementation and updates. Responsible for maintaining the current hardware and software structure of the AS400 and its Operating System. Work closely with local IBM CE’s on all service calls related to the AS400. Responsible for all PTF’s related to the Operating System as well as the hardware for the HMC and Tape Library. Have accomplished multiple Disaster Recovery tests involving their production AS400. Create monthly matrix reports showing performance related statistics for all LPAR’s on the AS400. Developed training and documentation for all support personnel on proper procedures for completing processes on the AS400. Support all security enhancements related to all activities for the AS400. Successfully migrated 2 AS400’s that were acquired during new business purchases made by Conagra Foods.

Completed successful migration of 4 LPAR’s from Power6 running V5R4M0to a Power8 running V7R1M0 in a different state. Built each LPAR from system save tapes, then upgraded 11 3rd party vendor packages to run on V7R1M0.Built test plan to for all systems to connect to all remote servers used by the company. In total supported 14 LPAR’s across a variance of hardware specifications and OS release levels.

LOGICALIS INC. West Chester, Ohio

Tier 3 NOC Engineer (1/17/2008 to 3/22/2012)

Responsible for over 180 IBM I Series currently under contract with Logicalis Inc. Duties include handling issues related to software, hardware, installation, configuration and security for all clients. All systems are monitored using the NIMSOFT agent which is loaded and configured on all systems. Through NIMSOFT, thresholds are setup for monitoring DASD, CPU and memory usage. When any thresholds are reached an email is sent and troubleshooting immediately begins to resolve the issue. Spent 3 months training junior engineers on all clients nightly save processes and batch processing. Created numerous KB articles detailing troubleshooting techniques to be used when alerts were created indicating an issue. Proficient in Service Now ticketing system used to track all issues with any I Series customer. Completed multiple DR scenarios using BRMS, Ubistor and native IBM save and restore command. Responsible for maintaining security across all systems pertaining to user profiles and special projects which include installing 3rd party software and making sure compliance is met for the customer environment. Insure all clients are kept up to date on PTF patching per IBM. Have installed and applied multiple PTF CUME packages for all clients. Consulted and analyzed hardware upgrades pertaining to any system being supported by Logicalis. Used root cause analysis to solve many issues on systems and provided permanent resolution to many system issues.

CEVA LOGISTICS, Miamisburg, Ohio

Senior Systems Analyst (4/15/2003 to 7/08/2008)

Works within an AS/400 environment, which supports warehouse and office personnel, while utilizing JD Edwards, Lotus Notes, and Kronos applications. Responsible for directing system administration, system testing and troubleshooting, providing technical support to company personnel, overseeing system peripherals, applying database changes to proprietary software applications, database administration, working with program vendors, maintaining system records and documentation, and other related assignments. Also serves on company board, dealing with all manner of AS/400 issues. Supported internal network for scanners used by all floor associates and forklift drivers, insuring correct inventory was being used to assemble kits. Supported over 35 Zebra printers on the floor used to print bar code labels used for all kits shipped out of the plant. Supported the Kronos application and the physical time clocks used by all employees to track hours for the company. Managed the security system that was used multiple times to track accidents that occurred on the loading dock involving forklift drivers.

PLANET FORD, Centerville, Ohio

Internet Sales Manager (2003)

Responsible for coordinating dealership’s Internet sales operations, training and supervision of sales personnel, web-site development and implementation, establishing marketing and promotional strategies, providing technical support for payroll systems, and customer relations. Played a key role in dealership’s continued sales growth, and established many new sales programs. Was named Salesman of the Month during tenure with firm.

NEATON AUTO PRODUCTS MANUFACTURING, Eaton, Ohio

MIS Manager (1999-2002)

Responsible for directing day to day departmental operations, recruitment, staff training and development, workflow coordination, overseeing software installation, system upgrade coordination, providing technical user support, working with vendors, and customer relations. Personally led the implementation of new AS/400 system, while also implementing JD Edwards and Future 3 software packages. Personally installed software from project inception, and oversaw successful program transition. Also coordinated upgrade of network to Novell 5.0, and brought in an additional six servers, enabling smooth company operation.

INTERNATIONAL THOMSON PUBLISHING, Cincinnati, Ohio

Senior Systems Administrator (1995-1999)

Responsible for system administration, system installation and configuration, conducting system upgrade, configuring peripherals, securing system commands (more than 400), installing third-party vendor software, modem installation, disaster recovery, and customer relations. Worked extensively with IBM AS/400 system, and overhauled PC 5250 connectivity to utilize IBM Client/Access (utilizing TCP/IP communications protocol). Also installed and configured TCP/IP on all four AS/400’s, and upgraded AS/400’s from CICS to RISC.

CINTAS CORPORATION, Mason, Ohio

Operations Analyst (1993-1995)

Responsible for providing local and remote system support (for IBM AS/400), conducting hardware and software upgrades, production security coordination, conducting remote site processor and DASD upgrades, disaster recovery, providing technical user support, and customer relations. Provided support for Windows and DOS-based systems, and also facilitated communication between remote sites and corporate location.

JAMES RIVER CORPORATION, Milford, Ohio

Operations Supervisor (1992-1993)

Responsible for overseeing day to day computer operations, managing installations and upgrades, system configuration, installing emulation boards, processing security profiles, disaster recovery planning, working with system vendors, preventative maintenance, and customer relations. Personally supported 220 local users, in addition to thirty-three remote locations. Worked exclusively with AS/400

NORD RESOURCES, Dayton, Ohio

Systems Manager (1990-1992)

Worked with an IBM AS/400 system. Responsible for directing system operations, software and hardware installation, conducting system upgrades, formatting user profiles, establishing modem and communication lines, maintaining system documentation, and other functions.

EDUCATION

STRATUS EDUCATION CENTER, Marlboro, Massachusetts

Completed Systems and Network Administration Course (for VOS Users).

J.D. EDWARDS, Denver, Colorado

Completed extensive J.D. Edwards software courses.

UNITED STATES AIR FORCE, Sheppard Air Force Base, Texas

Trained in Telecommunications Technical School

IBM iSeries Administrator Certification across multiple functionality of the iSeries

IBM iSeries Advanced Administrator Certification.

IBM TCP/IP Certification

BRMS Certification

ROBOT Certification

HMC Certification

SPECIAL SKILLS

Hardware Knowledge:

Stratus XA/200, XA/400, XA/600, and XA/2000. Operates UNIVAC AC 9000 and OCR devices. Very knowledgeable of AS/400 LPAR configuration and support on Power5, Power6, Power7 and Power8 iSeries systems.

Familiar with MIMIX and other replication software in support of HA.

Software Knowledge:

V2R1M0 to V7R3M0 (installation and maintenance of operating system within CISC and RISC platforms of AS/400). Also knowledgeable of JD Edwards, ACOM, BPCS, LX, CDC, Powerlock, ROBOT, NGSI, ARCAD, DBU, Mark Magic and other 3rd party vendor software that runs on the iSeries. Applying PTF patches across multiple LPAR’s in support of the current IBM OS.

REFERENCES

Available upon request



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