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Service Analyst

Charlotte, North Carolina, United States
November 29, 2018

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Michael W. Bryant,



Skills Set: Z/OS 390, MVS, JES2, CICS, DB2, JCL, TSO/ISPF, SDSF, VTAM, CA-1, CA-7, CA-11, CA-Workload Automation (D-Series and M-Series), Omega-Mon, Main-View, Dynatrace, Splunk, CA-Wiley Interscope, Remote Desktop, Web-Logic, Service Now, Remedy/Picasso, FTP MS Office Suite, and exposure to Windows 2008/ 2012, and UNIX systems.

Summary: Analyst possesses significant I/T experience in a variety of diverse environments, which include financial, utilities, and pharmaceutical to name a few. Experience includes Production Support and Command Center Operations experience with an emphasis on batch processing across Mainframe and distributed platforms. Strong monitoring skills which include infrastructure monitoring, server health monitoring, and web applications monitoring. Analyst also has strong Incident Management experience which includes triage, root cause analysis combined with problem management.


07-17 to 08-18 N-Tier Solutions – Winston-Salem, NC – BB&T

Production Control Analyst

Responsibilities included but were not limited to monitoring complex interdependent batch applications across mainframe UNIX, Windows, and SAP based systems using CA-Workload Automation M-Series. Analyst responded to abends and batch schedule delays. Analyst pursued issues with file transmissions, FTP and connect direct issues, Analyst Initiated notifications and escalations as necessary. Infrastructure monitoring included ESP agents, mainframe applications including CICS, and DB2 regions via Tivoli/Omega-Mon and ESP Event Monitor consoles. Addressed hung transactions and hung threads under the supervision of systems programmers. Engaged various SME’s to resolve production and test issues as necessary. Utilized Service-Now to document and track issues to resolution. Also used Service Now to establish patterns and trending for recurring issues. Performed triage and incident management via Webex, internal bridge lines, and Skype chat. Interacted with external vendors to resolve issues related to file delivery and debit and credit card transactions issues.

10-14 to 04-17 HCL America - Cary, NC – TIAA

Operational Command Center -Tier 1 Lead

Duties include monitoring; High Availability Web Center, server monitoring, network monitoring and mainframe monitoring using Tivoli, Splunk, OpNet/Riverbed, Spectrum and mainframe system consoles. Starts and stops CICS regions on request. Used Service Now to establish trending and frequency for chronic issues. Used Service Now data to work with various SME’s to identify recurring issues and help drive permanent resolution via Problem Management within Service Now. Responds to Alerts and events on distributed systems, mainframe and high availability web center. Monitored and manipulated the mainframe via MVS and JES2 commands. Monitored batch processing and facilitates restarts via AutoSys, and CA-7 schedulers. Responded to Service Now tickets, task, and changes as necessary. Acted to resolve or escalate issues as necessary. Manages bridge calls for triaging web and online services as necessary. Provided technical mentoring and guidance to junior teammates.

Michael W. Bryant p2

03-13 to 08-14 SVAM International, Great Neck NY – NYC- DEP- OIT

Production Control Analyst/ Change Management

Used CA-Workload Automation D-Series to execute Daily Cash Post process and nightly billing process on the mainframe systems Monitors the health of Mainframe LPAR via SDSF, JES2 and MVS commands.. Executed ad-hoc scheduling as requested across Mainframe and distributed platforms. Performed manual Q/A across Production and Q/A environments. Implemented D-Series schedule builds. Addressed production issues via interaction with internal and external entities to address and resolve production issues with file transmissions, missing FTP’s. Builds FTP scripts from scratch. Reaches out to internal and external entities for resolve issues surrounding missing files. Reviews approves, and tracks changes from initiation to post implementation follow up status.

02-05 to 03-13 Modis Professional Service, Charlotte, NC – Duke Energy Corporation

Production Control Analyst

Monitored Enterprise-wide production batch processing using CA-7, Zeke, CA Workload Automation - D Series Schedulers, MVS and JES2 commands. Monitored three concurrent Customer Billing cycles on a Z/OS 390 mainframe sys-plex environment. Supported batch processing across Mainframe, Windows, PeopleSoft, Informatica, and UNIX platforms via D-Series scheduler, Zeke and CA-7. Acted as first level support for issues with mainframe performance and alerts. Acted as level 2 support to resolve abends, ad-hoc scheduling requests, and mainframe system issues. Performed JCL modifications and job restarts via CA-11, Zeke restart facility, and ESP/D Series console. Ensured critical processes completed in accordance with SLA times. Documented and escalated production issues via Picasso tickets


01/11 - 06/11 Gaston College - Gastonia, NC

Successfully completed Database I, II, Networking, and I/T Security coursework.

06/00 - 08/00 MCSE Training Program Windows NT 4.0

Completed: Networking Essentials, Administering Windows NT, Windows NT

Core Technologies training tracts.

10/85 - 10/89 Central Piedmont Community College - Charlotte, NC

Computer Operations / 3.5 GPA

Successfully completed Computer Operations I-IV, JCL, and Business courses.

On going Computer Based Training:

Computer Operations I-III: JES2; VTAM; NETVIEW; ISPF/PDF; CA-7; CA-Scheduler; Remedy; Lotus Notes; Data Communications; and Chameleon Change Management; Remedy; Remedy Real Time Problem Alerting, ZOS/390 Parallel Sys-Plex Processing, Picasso, Cybermation ESP D-Series, DB Management, I/T Security, and Networking.

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