AKIKO ICHINOHE New York, NY 917-***-**** ac7sp8@r.postjobfree.com

IT Support Service Management

Experienced IT Support Service Management professional helping organization deploy, operate, maintain and optimize their IT services. Broad experience in Incident, Problem, Change Management. Provided production support on UNIX, Linux, Windows, AWS cloud platform and software application implementation. Certified in ITIL Intermediate.

TECHNOLOGIES

Linux, UNIX, Windows, AD, Citrix, Oracle database, Sybase, MySQL, shell scripting, SQL, vlookup, IT Service Management tools HPSM, Remedy, Monitoring tools HPOV, Tivoli, Scheduler JP1, crontab, AWS cloud monitoring, Sharepoint, JIRA Confluence, Jenkins, MacBook.

PROFESSIONAL EXPERIENCE

BNY Mellon, Jersey City, NJ 2017 -2018

Production Application Support

Supported on Linux Windows 2008: Advent Geneva Accounting Report, Markit connect, in-house fund transfer App

Monitored prevented production environment from unexpected downtime. Reduced unnecessary resource usage by monitoring user’s connection via SQL query, running report, memory cpu usage of process id on Linux. Re-executed failed job, communicated timely with Global team.

Provided assistance to users with client-side Application connection on laptop, both browsers based, client-server based. Escalated to bank wide network team for outside clients. Reset user’s password, escalated to proper id management team when necessary.

Bounced services running on Server when performance became slow with too many users’ connections.

Measured, provided load test result of resource usage on HPOV, with tester running high resource consuming report.

Reran failed scheduled jobs, notified job owner user for delay, development team for root cause.

Refreshed UAT by transferring recent Production backup copy. shutdown, restart application before & after the release/change, validate, confirmed with development team.

Made support activities reviewable from IT Management by collaborating with Development team business user, submitting incident ticket, change request to Remedy. Described technical details in JIRA Confluence. Improved team effort by finding root cause, eliminating repetitive issues.

Run reports from backend server command line directly for Advent Geneva accounting, so user can avoid connection issue, error.

Executed, verified Change Request on UAT PROD using Jenkins, timely announced service availability to tester, business users.

Created Powershell script that lists up top largest files in Windows disk space, Bash shell for routine sftp, log cleanup, locked id detection. Troubleshoot failed scheduled bash scripts, fixed error.

Collected latest version of Recovery document to meet Risk and Resiliency. Guided Application Development team to enable disable Production alerts during planned downtime. Organized Application onboarding tasks.

Managed access id to Production: requested to create, modify, unlocked.

SMBC/JRI America, Jersey City, NJ 2017

Production Management Operator

Monitored Bank’s batch processes, system status. Sent alert using JP1, Tivoli, HEAT. Escalated to support team.

Mitsubishi International Business Solutions/KDDI America, New York City, NY 2016 –2017

Technical Support Engineer

Resolved desktop problem in AD Windows Citrix environment as 1st line support.

Responded provided workaround and solution on Outlook, Office product, Internal website, printer, id/password, network, LAN/VPN problem, following through corporate security policy.

Setup corporate iPhone/iPad, desktop/laptop from Symantec ghost image.

Organized Inventory document using Excel vlookup. Supported On-boarding/Off-boarding.

Reported user issue as cost measurable event: Downtime, slow system response as business loss, replacement cost as expense. Helped designing next IT system environment.

UNLOCKD, New York City, NY 2015 –2016

Technical Support Engineer at Mobile Media Advertisement startup.

Ensured day-to-day availability of Ad Serving system. Health check of system resource in AWS could EC2 and S3 on Linux servers via VPN/VPC, memory usage across load balanced instances for performance. Utilized tools and analyzed for scaling, balancing and lowering cost.

Troubleshoot bash scripts on Linux servers that process data file, distribute output.

Prevented lines of application code from overtaking system resources. Troubleshoot error log utilizing tools NewRelic Sumologic.

Communicated with mobile end users, business partner, QA and escalated technical issue to development team accurately and timely.

Prioritized critical support area for entire organization, listed up, categorized tools/applications.

MUFG UNION BANK, Jersey City, NJ 2012 –2015

ITIL / IT Service Management, Tools Project Management, Production Support

Based on Service Level Agreement (SLA), enhanced reporting data retrieval process, liaised teams across globally distributed organization.

Enhanced accuracy of monitored data by updating existing configuration on availability monitoring tools based on current system assets, processes, and business requirement through collaboration with teams.

Managed reporting tools implementation project.

Published monthly SLA reports of over 20 applications (Global budget, Credit data, VPN, Mobile phone, Data Warehouse) by consolidating data sources from multiple tools, and overseas service providers.

Investigated incident tickets, clarified acknowledgement and confirmed resolution by communicating with service providers, service recipients and overseas reporters.

Influenced service awareness, and motivation across IT community by leading SLA document annual review meetings with stakeholders.

Resolved problem by performing root cause analysis of frequent user disconnect in application. Planned diagnosis approach and specified implementation. Resulted in development team changing overall design.

Implemented best possible data analysis query on incident tickets, access requests from database to retrieve SLA scoped data properly while bank wide configuration management system is being populated.

Created Change Management daily report for planned changes. Followed up on incidents caused by changes.

Production Support on Windows server that had PHP applications, Apache webservers, and MySQL databases. Updated configurations in monitoring systems. Monitored data from IBM tool Tivoli, incident data retrieved from HPSM using SQL, reviewed integrity and consolidated to monthly report.

BLOOMBERG, New York, NY 2011 –2012

Production Support

Production support for Equity data application and data subscriber.

Eliminated downtime of client systems by analyzing internal alert messages on application and Equity data. Reduced repetitive workload by automating support processes.

Reduced problem resolution time by organizing, analyzing, re-directing client’s inquiry to proper team, by following up with third vendor, exchange, internal organization.

Maintained strong relationship with entitled clients. Sent maintenance status, news from exchange in timely manner to global team.

IT CONSULTING, QUALITY ASSURANCE, New York, NY 2007 – 2010

Usablenet, Mobile Tech Company (2009 – September 2010)

MiSys, Loan Software Development Company (March – May 2009)

Thomson Financial, currently Thomson Reuters (February 2007 – January 2008)

JRI AMERICA, subsidiary of Sumitomo Bank, Jersey City, NJ 2008

UNIX System Administrator

Solaris, HP_UX with Oracle, Sybase, monitoring tool HP OpenView ITO (OVO), batch job on JP1 scheduler.

Stabilized system by disk replacement, firmware upgrade in SAN storage, Solaris Volume Management, clustering environment on scheduled maintenance hours.

Enhanced Disaster Recovery procedure by adding critical middleware server and identified through power-down test activity.

Resolved issues, planned requests as point-of-contact to vendors, oversaw developers, business users, following change control procedure, reported result.

WEILL CORNELL MEDICAL COLLEGE, New York, NY 2006

UNIX / Linux System Administrator

Review and modified Perl script as system environment changes.

Implemented Nagios, stabilized system.

Resolved network issues on TCP/IP, DNS, HTTP, and SMTP.

Simplified OS build via Network installation, Jumpstart, RedHat Kickstart and AIX NIM.

CITIGROUP, New York, NY 2002 – 2005

Application Support and System Analyst

Administered tools. File transfer direct connect NDM. LoadRunner, QTP on Windows. In-house tools on MySQL, Apache web server on RedHat Linux.

Tuned configuration and monitored database performance via mytop.

Automated webserver, application, database processes with startup and shutdown script.

Established new work request, dispatch procedures with other teams, using corporate standards procedures.

OTHER RELEVANT EXPERIENCE

CAMINUS CORP., New York, NY, UNIX / Linux System Administrator

EDUCATION

Master of Science, Operations Research at Applied Mathematics Department, SUNY at Stony Brook, NY

Bachelor of Science, Mathematics, Sophia University, Tokyo, Japan

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