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Customer Service Software

Wilkes-Barre, Pennsylvania, United States
April 07, 2018

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

Pringle, PA 18704-1854

Home – 570-***-****

Cell – 570-***-****


Extensive experience in Systems Software Programming, Systems Security Administration, and Software Project Management in z/OS, MVS, UNIX, OS400, LINUX, SOLARIS, HP-UX and Windows environments.

Experience includes installing, supporting. Upgrading and configuring system software in support of system software and messaging software, across mainframe and distributed environments.

Established procedures for installation, testing, verification, managing and implementation of IBM WebSphere MQ and DB2 Connect software.

Managed, installed, configured, implemented, upgraded, debugged and maintained instances of IBM MQ on OS/390, z/OS, AIX, HP/UX, LINUX, SOLARIS, OS/400 and Windows.

Experienced in SAS, REXX and Visual Basic coding.

ITIL Foundations certified (Problem and Change Management).

Availability to Start: Immediately

Location: Pringle, PA (Will work remotely)


UNIX, Linux, Solaris, OS/400, Windows (2003, 2008, 2012), Z/OS, MVS, JCL, REXX, SAS, SMP/E, REXX, Excel, Word, Visio, Outlook, Remedy, Service Now, Service Desk, UNIX Scripts, Service Manager, ITIL, Windows 8, 9 and Windows 10.


Manpower (March 2017 to September 2017) - Maximus Federal Services (Affordable Healthcare Act)

Administrator II – Customer Service and Call Center

Facilitated Healthcare Appeal Hearings with Appellants and Federal Hearing Officers. Utilized Ready Talk and Finesse to record hearings.

Developed electronic Healthcare templates (notices) to be sent to Appellants for various phases of the Appeals process.

Processed Inbound Call Center calls and Outbound Appeal Reminder calls as required.

Northrop Grumman (March 2016 to September 2016)

Contractor – Software Support

Worked on building the Environment Management team, supporting the U.S. Postal Service, Wilkes-Barre, PA Application team.

Use of SQL queries utilizing SQL Developer software, to determine points of failure in Oracle tables for applications.

Use of Service Now for Problem Management.

Responsible for all On-Boarding software installations and security designations for new system employees.

Supported MQSeries 7.5 messaging software.

Selective Insurance Co. (2012 to 2015)

Technical Consultant – Software Support

Coordinated the implementation of all MQSeries and DB2 Connect 7.x upgrades on all distributed platforms, allowing the Enterprise to function with all current messaging enhancements.

Established procedures for installation, testing, verification, managing and implementation of IBM WebSphere MQ and DB2 Connect software, allowing for a robust enterprise.

Interacted with application developers and Help Desk personnel, to resolve messaging issues, in a timely manner.

Interacted with IBM to obtain required software and open PMR’s to troubleshoot application issues.

Hewlett Packard-EDS-Altria (2001 to 2012)

Technical Consultant III – Software Support, Customer Service

Developed Asset Management and TCP/IP request systems to enhance the Help Desk functionality, using Visual Basic and VBA with EXCEL.

Utilized SAS programming to interrogate z/OS RMF files, creating performance files for management.

Supported IBM MQ and DB2 Connect environments for five separate clients.

Performed MQSeries system installations and modifications and troubleshooting to enhance and diagnose IBM MQ on OS/390, z/OS, AIX, HP/UX, LINUX, SOLARIS, OS/400 and Windows.

Installed and configured Message Broker for MQSeries on UNIX.

Designed and implemented automated backup strategy for MQSeries Queue Managers and object security on OS/400, AIX, LINUX and Solaris.

Customer Service established for users in 5 companies.

Established all procedures for MQSeries and DB2 Connect software.

Coordinated, managed and implemented WebSphere MQ upgrades to Version 6 and Version 7.

Planned and implemented DB2 Connect 9.5, 9.7, 10.1.x instances on UNIX, Solaris and Windows.

Coordinated all messaging Business Recovery exercises.

Utilized Problem and Change Management for the Enterprise.

Nabisco-Kraft (1987 to 2001)

Systems Programmer – Software Support

Installed and supported and upgraded ACF/NCP, NetView on MVS systems.

Daily activities included: NetView automation, NCP gens for 3745/3725 FEP as required, SMP/E program product and PTF installations as required.

Upgraded, installed, and debugged Connect: Mailbox on OS/390 allowing for EDI support.

Established Customer Service for all users.

Supported CICS systems, including table maintenance, problem determination and resolution.

Designed and developed a Visual Basic/Enterprise Management system.

Coded REXX Clists for automation purposes.

Established procedures for Business Recovery exercises.

Automated processes for the network using Visual Basic, Excel, SAS and REXX coding.


Bachelor of Science in Computers and Information Systems, King’s College, Wilkes-Barre, PA

ITIL Foundation Certified

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