Customer Service Engineer
Resume:
Emma Condry
Lutz, Florida *****
****.******@*******.***
SUMMARY
Professional background includes extensive experience as a technical engineer to on-line users, testing of installations, and verifications on MVS mainframes. Possesses leadership capabilities to promote and procure technical solutions to enhance productivity and stellar customer service.
Provide problem solving options and implementation through professional development capabilities.
Ensure productivity with superior technical skills.
Committed to customer service and satisfaction.
Assist with training team members to enhance skill level and productivity.
Eliminated data inconsistencies and reducing workload by two days.
Provided 24/7 support
Professional Skills
ACF2, BMC PATROL, CA1, CA11, CA7, CICS, COBOL, DFHSM, FTP, MVS /XA, TSO/ISPF, JCL, JES2, LOTUS NOTES, EXCEL, MICROSOFT OUTLOOK, MICROSOFT WORD, MVS/ESA, EXPRESS, RACF, TCP/IP,HP-UNIX, ORACLE, SQL, VSAM, Sun Solaris, Linux, VTAM, NDM, MFT, Tivoli, IMS, IBM UTILITIES, Connect Direct, File –Aid, ESP/ESPX Scheduler, Citrix, Endevor
EDUCATION / TRAINING
Bachelor's Degree: Business Administration
Florida A & M University Tallahassee, Florida
PROFESSIONAL EXPERIENCE
Verizon - Temple Terrace. Florida
MTS IV Specialist -Systems Engineer October 1997 -December 2015
Responsible for UAT and Production bill runs for Canada Mid Monthly, Canada Monthly and US Weekly using both UNIX and Citrix GUI, this include getting the bill runs to the auditors in a timely manner.
Installed and configure code for a wide range of HP/UNIX and Mainframe applications, assuring data integrity/accessibility, This included creating necessary JCL, Procs and Sysin members.
Coordinated Production ESP/ESPX events and creating the TEST ESP/ESPX events.
Provided Application support to online users on MVS mainframe and HP-UNIX systems, which involved problem resolution for failed or abended jobs.
Performed Data management activities using FTP,NDM and MFT to move active data files between systems.
Monitor, research and resolve Production issues; including the repair of job abends and failures.
Provided JCL expertise for the creation and enhancement of new/existing batch work running on MVS.
Executed Disaster Recovery Exercises routinely to ensure system continuity
Emma Condry 813-***-**** ****.******@*******.***
Computer Horizon - Tampa, Florida
IT Consultant - GTE December 1994 – October 1997
Provided rapid technical solution to facilitate the quick recovery of premium systems (Access Customer Gateway; Electronic Bonding Gateway).
Coordinated and facilitated a multi-disciplined team consisting of technical experts in operating systems, applications and networks, to determine a course of action in problem resolution cycle.
Proactively monitored, analyzed, and reviewed multi-platform computing environments.
Executed avoidance tactics in order to maintain a high level of reliability and availability.
Coordinated with external customer’s application maintenance schedules and release information.
Provide first line support(FLS) for SS mainframe on a rotation basis (includes beeper support on Week nights; weekends and holidays)
Worked Incident Records, Provide status/tracking, Run data clean up jobs, Run batch jobs for test, development, maintenance releases.
Performed environment installs and utilized UNIX shell scripts, FTP, Connect Direct and other utilities to trouble shoot failed scripts.
Performed program/module installs on the (MVS) Mainframe system using ESP Scheduler, ISPF/TSO, JCL, Infoman, and other IBM utilities to trouble shoot and fix mainframe monitored Abends.
Fixed Data integrity issues by running a mainframe job and verified it by running SQL through DBACCESS check data to ensure customers have correct ACNA codes. Sep up NNX/NPA splits when area code changes were requested.
Performed batch job reruns, file restores, backouts, recoveries and JCL Monitored batch jobs for abends and emails via Lotus notes
Supported clients and programmers with performing production support functions
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