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Service Manager

Jacksonville, Florida, United States
September 11, 2018

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Cary Maxey

Jacksonville, FL ***** • 904-***-**** • Information Technology Engineer • C ustomer Care Manager Multifaceted technical career with extensive record of innovation and success Technically sophisticated information technology professional with broad history of mainframe support, batch processing, capacity planning, and system development across various architectures and domains. Trusted team leader for IPL's and adding/removing mainframe system engines. Extensive knowledge, skills, and ability with analyzing requirements and implementing complex solutions across technology driven environments. Able to effectively evaluate project requirements in order to prioritize development, testing, and production of applications and systems. Skilled trainer with experience designing and facilitating complex sessions for large and small groups. Able to readily master innovative software and tools. Mainframe Support & Documentation / Project Management / User Training and Support/ IPL Systems Analysis & Capacity Planning / Troubleshooting & Issue Resolution / On-Call Support / Break/Fix Disaster Recovery / Problem Ticket Management / Batch Processing / Critical Facilities TECHNICAL PROFICIENCIES

Platforms: IBM Mainframe Systems, IBM Zos/390, IPL Mainframe Systems, HMC - Add/Remove Mainframe System Engines, MSP Loan Servicing Platform, MVS, VSE, UNIX, VTAM, Zeke Tools: Autosys, CICS, Citrix, Cybermation, DB2, Excel, Exchange, FTP/EDI/CD, JCL, JES2, SDSF, TCP/IP, TSO/ISPF, IBM Utilities, Interskill, Microsoft Office Suite, Omegamon, Oracle, Service Desk, Sentry Logic, SharePoint, Skype, Storage Management, Windows PROFESSIONAL EXPERIENCE

Customer Care Manager ( 3/2018 - 8/2018) P ulteGroup, INC. Responsible for responding to service requests in the field and managing those requests according to standard processes. Conduct in-person homeowner assessments on an as needed basis. Determine if corrective work order is needed. Lead root-cause analysis. Manage trades to completion of service requests to customers’ satisfaction. Perform minor service related tasks (e.g., adjustments, repairs), as requested. Establish and maintain positive customer relationships. Determine trade accountability for back charges and P.O.’s. Authorize payment for work performed up to approval limits. Follow applicable legal protocol and process necessary workflow.

(The following twelve years are considered consecutive employment under the Fidelity “umbrella”.) Production Support Analyst (8/2010 – 10/2017) Black Knight Financial Managed technical support for IPLs and IT projects, ensuring proper queue management and execution of incident tickets. Collaborated with stakeholders, clients, senior leadership, and SMEs for all system change requests. R esponsible for complex analysis of scheduled batch processing to ensure continued uninterrupted flow of mission critical applications. C onducted capacity planning and management functions across various platforms consoles, analyzing storage requirements for multiple systems while identifying issues with backup-tapes. Submitted incident tickets as needed to correct problems quickly and efficiently. Oversaw complex IBM mainframe systems, evaluating staging and testing environments, and adjusting mainframe engines to achieve maximum production. Monitored critical infrastructure systems, including power, back-up generators, HVAC, and fire alarms at seven separate facility offices. Provided shift turnover. Key Achievements:

Spearheaded Continuity of Operations Planning (COOP) and Disaster Recovery testing, ensuring successful initiation of mainframe systems.

Received highest department scores completing IBM Mainframe Training.

Developed test for basic mainframe knowledge given in new employee interviews.

Implemented HMC change to minimize operator error when adding or removing mainframe engines. Production Scheduling Analyst (10/2008– 7/2010) Lender Processing Services JP Morgan Chase dedicated support. Coordinated with project managers and SMEs throughout Lender Processing Services and Chase to gather specific requirements and establish production schedules for all mortgage loan platforms and systems. Reviewed service level agreements, comparing each document to services provided to ensure alignment with all client SLAs and that all metrics met. Developed and executed detailed plans to successfully migrate JCL and Proc changes to production libraries in accordance with programmer's requested schedule. Provided comprehensive production and testing support across all regional Chase systems, conducting production and test batch cycles as necessary. Provided 24x7 on call technical support.

Key Achievements:

● Implemented longer system file retention periods to ensure quicker batch processing.

● Adjusted Service Level Agreements to meet increase in mortgage loan processing requirements.

● Received monetary awards for implementing changes that saved LPS money. Senior Production Analyst (8/2005 – 9/2008) Fidelity Information Systems Conducted root-cause analyses of systems of architectures to effectively identify obstacles and implement repairs, ensuring all services conducted and maintained in accordance with service level agreements. Monitored complex mainframes and platforms to ensure accurate queue management and scheduling for all JCL changes. Documented detailed position turnover with departing and incoming shifts to ensure seamless transition of data and projects while minimizing work stoppages. Successfully analyzed client data and prioritized projects, escalating any identified issues to appropriate security groups for prompt attention. Developed and facilitated comprehensive training for all new employees and cross-training plans for all current employees.

Key Achievements:

Lead Analyst when FIS moved headquarters from Little Rock Arkansas to Jacksonville Florida.

Involved as Management technical lead for all new employee interviews. Prior Positions:

Senior Support Specialist – Winn-Dixie Stores, Inc. Senior Computer Operator – American Heritage Life Insurance Computer Operator – Prudential Insurance Company

Cary E. Maxey Page 2


Florida State College of Jacksonville - Computer Science and Business related studies Professional Development

IBM Interskill Mainframe training / MSP (Loan Servicing Platform) Mortgage & Home Equity Loan Life Cycle training / Financial Services Compliance & Regulatory training Cary E. Maxey Page 3

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