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Engineer Help Desk

Washington, District of Columbia, United States
November 29, 2018

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James A Blackwell

** ********* ** *.*. #***

Washington, D.C. 20032



More than fifteen years of experience, great ability to operate large and small IBM MVS mainframe operating systems OS/390, IBM’s- z/OS, z/2.0 z/10, Z196, zEC12. Excellent MVS commands for multiple processing platform system software and related hardware peripheral equipment. Ability to perform system administration duties in a mainframe, Experience with offsite storage with loading and unloading backup cartridges from ATL,s. Client server and storage area network environment. The ability to communicate verbally as well as written skills, assist multiple user’s clients with CBP vendors, Federal Reserve Board clients, in-house and business all applications, also provide afterhours Help Desk Support from previous employment history.


Senior Help Desk Analyst Tier2 (Infojini Contractor)

Federal Reserve Board

April 2018 – Present

1709 New York Avenue NW

Washington D.C.

Senior Help Desk Analyst Tier 2

Troubleshooting technical issues reported to Federal Reserve Board Help desk via phone, email or ticketing system CA

Experience, includes providing 15 years of experience providing general help desk support with previous experience opening and maintaining help desk cases via CA Service Desk or BMC Remedy.

Experienced in desktop/laptop troubleshooting and Mainframe monitoring or operations support.

Excellent written and oral communications are required as this position will interface with clients via phone and e-mail. Demonstrated ability to concisely summarize and document client issues is required.

Responsible for executing and supporting issues with TFS (Team Foundation Servers)

Over five years supporting Microsoft Windows 7,8, and 10 Microsoft Office (2013), and Microsoft Outlook

Perform shutdown/load procedures on z\VM 6.3, z\OS 2.1 series Mainframe, plus including working knowledge and skill operating z/OS, JES2, ACF2, DASD (Hitachi VSP) IBM VTL TS7720 VTAM, NetView, TSO, and the use of JCL to monitor and initialize Mainframe resources.

Perform IPL/WCDR settings TOD CLOCK procedures with time changes or from to Daylight Savings Time.

Assisting clients with a secured network and VPN connection to Boards Network Domain.

Provide assistance with Lync/Skype Conferencing Web Scheduler

Remotely Wiping I-phone, Blackberry phones due to lost or stolen

Unlocking /resetting NRAS(National Remote Access System) Tokens for proper authentication

Performing BitLocker Recovery authentication

Troubleshoot network connection, verify Wired Auto Configuration, check Ethernet cables for laptops, desktops.

Provide Printer support to Clients after a print server upgrade

Perform\completed DNS Resolve Cache in Windows 7

Installs Software via SCCM Deployment Wizard

Create Knowledge Base articles

Monitor Solar Winds for Nodes, Active Alerts and or problems with applications within the Federal Reserve Board’s Network

Provide support for Wireless Network Connections settings, passwords at other Reserve Banks, remotely or in-house accounts

Troubleshoot clients issues with Windows 8 PC and Hardware Specification for Tablets

Submit requests for AV Conference Room, Meet-Me Conference, Audio Conference Bridge Set-up

Acknowledge International Travel request via Outlook, execute proper travel procedure for clients

Assisting Remote Clients with VPN connection issues such as CISCO ANY CONNECT

Demonstrated analytical and problem solving skills.

Strong interpersonal and communication skills who can work with people at various levels of the organization.

Senior Systems Technician/ NOC Engineer

CareFirst Data Center

August 2017 – December 2017

9100 Guilford Rd.

Systems Engineer/NOC

I have experience/training of more than 15 years of related experience in data processing in a mainframe, midrange and distributed computer environment.

Previous experience should include operational monitoring of multi-mainframe-systems and distributing platform computing with experience in providing first/second level problem resolution in a fast-paced environment, and dealing directly with clients in the resolution of these problems. The individual must have strong experience in Z/OS Operating System and Operational Software.

Enterprise Operation Center (EOC) Analyst performs technical analysis of system issues.

Working knowledge of standard Microsoft Office products is required.

Ability to work within the UNIX and Windows environments using basic commands to navigate system availability and problem investigation.

Provides project management support for Enterprise Data Center Services and IT Operations, which includes properly following a project life cycle, the development and updating of project plans, completing all appropriate documentation and notifications in order to obtain resolution within the established timeframes.

Must possess strong knowledge and skills in CA7 Job Scheduler functionality.


Base UNIX and Windows commands and structure.

Knowledge of DB2 commands, functions, control tables and DB2 subsystems, DB2 Stored Procedures and some understanding of data sharing.

Strong CA7 skills to create and alter new and existing jobs and job schedules.

Experience in meeting project deliverables on time with quality results.

Strong organizational, interpersonal, and analytical skills.

Capable in diagnosing and resolving complex problems using experience and standard tools and methods such as creating system dumps, trace analysis, and vendor support.

Strong written and communication skills.

Ability to maintain composure while working under pressure during major network and system emergencies.

Proven ability to work within a team of technical and business professionals and work independently.

Leidos / Lockheed Martin

5404 Wisconsin Ave N.W.

January 2017 – August 2017

(Microsoft Contractor)Washington, D.C.

Jr. Systems Administrator, /NOC

My role currently is to directly support our customer Microsoft at their facility located in Chevy Chase MD. Part of a team that supports the Microsoft Azure Cloud.

Provides part of a team supporting 24x7 cloud operations and includes shift work.

This program is a performance based contract that provides the full scope of IT Infrastructure support services to a commercial IT program.

Support the vision of federal, state and local agencies cloud computing services.

Combine an understanding of core system components and an ability to troubleshoot using third party diagnostic and monitoring tools, logs, graphs, and performance data to maintain the health and availability of the environment.

Operates at the direction of technical guides and recovery procedures written by development and engineering teams to maintain system health and support outage recovery activities.

Provide a point of escalation and support to the Network Operations Center and Data Center Technicians.

Perform general system administration duties.

Support, maintain and administer third party applications.

Produce and adhere to appropriate documentation for application deployment, upgrade, release of new services’ versions, updates and fixes to the cloud environment, and Production System Maintenance activities (Security Patching, Service account maintenance, live escorting, and certificate renewal).

Executing SQL deployment upon request, acknowledge incidents queue, RDTASK, etc.

Deploy approved Windows Azure platforms and components through the Release pipeline

Create and maintain certificates and secrets for Fairfax location

Escalating incidents and driving for resolution

Unblocking and working around platform or tooling issues

Communicating actively status updates and detailed analysis of issues in email and bugs

Ensuring the deployment flow is proceeding smoothly and any issues are escalating promptly and accurately.

U.S. Customs and Border Protection

Telesis Corporation

7681 Boston Boulevard

Springfield, Virginia

September 2015-December 2015

Systems Engineer/NOC

Monitoring systems using Manage Objects and z/OS for multiple critical systems including servers, storage, and applications

Monitor z/OS Master Consoles in Production, Development and Test environments responding and or reply to messages, using JES2 commands notify the appropriate personnel via email, phone if action is needed, etc.

Monitor Computer Room and identify and reports any hardware issues with vendors

Performs IPLs as needed on any LPAR per instructions from MVS group or other programmers.

Evaluate real-time monitoring, diagnosis and troubleshooting of incidents and events in the CBP Datacenter.

Experience with various z/OS and JES2 commands

Experience in using Hardware Management Console (HMC)

Experience with AO Portal monitoring alerts with Performance Reports and AO Tools

Notify Vendors for Hardware Support for hardware failures on DASD, s ATL Library issues, etc.

GEICO Direct. Washington, D.C.

August 2001-July 2015

Senior System Technician/NOC

IBM zEC12 (2827) mainframe server operating system in a 24x7x365 NOC Data Center

Operate mainframe computers systems software applications.

Adjust, manipulate, and respond to console request, commands.

Works independently modify configuration panels on the Hardware Management Console (HMC) and system consoles in support of system engineers request to perform system Initial Program Load (IPL), adjust resource availability or respond to write to Operator (WTOR) messages.

Working knowledge of JES2, SDSF, TSO, CICS, ISPF, DB2, IMS, JCL, SYSLOG, VPN, MQ Series, Novell (SSO) Nortel Network, S-List, and CA-11 Tape Management System.

Familiar with monitoring tools such as Omegamon SYSVIEW, SMF, BMC, DNS, Proactive Net

Working knowledge of CA7 Job Scheduler, with the ability to navigate through screens to schedule,

Enterprise Operation Center (EOC) Analyst performs technical analysis of system issues.

Execute, troubleshoot job failure, and restart the jobs independently.

Load /Unload cartridges from IBM System Storage Tape Library TS3500, TS7700, and ATL’s, 3584 Tape Library, or vary device off/on line for vendor maintenance.

Experience working with Problem Management reporting tool such as REMEDY

Escalate issues and problems per procedures and best judgment.

Make accurate entries in shift logs of all events, issues, responses, and resolutions.

Performs backups, and assist with off-site distribution of UNIX backup cartridges.

Work with engineers, programmers, and technical staff to resolve production problems.

Knowledge of BMC Patrol, and Microsoft SharePoint.

ACD system for broadcasting critical information to internal users in event of a Global business application outage.

Knowledge of TCP/IP, VTAM networks, Nortel Network. Remote Access, Remote Desktop Connection

Adding or Modify DNS entries with DNS administrative Tool

Manually blackout servers from alerting (paging) if servers are being rebooting at request, or scheduled outage.

Assist in troubleshooting GEICO’s web-based business applications, other engineers and resolved the issues with less downtime as possible.

Performs passwords resets for McAfee, Safe boot, RSA and Active Directory.

Managing an outage conference call bridge line.

Reboot or restart z\VM servers for overseas clients who are unable to connect, through V-sphere Client application.

Ability to work with minimal supervision, good written and verbal communication skills.

Provides off hour Helpdesk Support, password resets, assist users with network remote connections, and users with GEICO’s mobile (SMS) applications with iPhone, iPad, Android, and Kindle Fire problems.

Build Remedy tickets for LAN support off hours, includes accurate description of problem with hardware, software, or other related issues. Monitor conference calls for support in Monthly patch management deployment –company-wide servers.

Resolves some hardware, software problems for users with the use of DAMEWARE tool.

Activate and de-activate lines, major nodes, vendor connections.

Using Remote Desktop tool to assist users with software problems, or configure OUTLOOK Email accounts or equipment installations.

Restart servers per request from team members, system programmers, LAN Team with the use of ILO and LanSweeper, or Infoblox

Assist users to modify, create, delete user’s system accounts, as well as follow calls to insure IT issues have been resolved in a timely manner and with our Service Level Agreement levels( SLA,s)

Document all incoming calls and requests in our REMEDY database.

Knowledge of basic TCP/IP and other Internet protocols as well as experience with tools such as Ping, Traceroute, NSLookup commands.


Active BI-Public Trust

Department of Homeland Security

U.S Customs and Border Protection

Expiration August 2020



(Completed at the Federal Reserve Board)

CompTIA A+ 220-902: Operational Procedures (2018)

CompTIA Cloud+ CV0-002 System Patching and Maintenance (2018)

CompTIA Security+ SY0-501: Incident Response Forensics and Disaster Recovery (2018)

CompTIA Security+ Present Threat Landscape (2018)

CompTIA Cloud+ CV0-002: Troubleshooting Deployments (2018)

CompTIA Network+N10-007: Network Monitoring & Remote Access Methods (2018)

CompTIA Cloud+ CV0-002: Planning Cloud Migrations and Extensions (2018)

CompTIA Cloud+ CV0-002: Planning Cloud Computer Resources (2018)

CompTIA Network+ N10-007: Policies and Best Practices (2018)

ITIL Service Strategy Process (2018)

ITIL Service Design Concepts (2018)

ITIL Service Transition Concepts and Processes (2018)

ITIL Service Operation Concepts (2018)

ITIL Service Design Processes (2018)

Electronics Records Management

CBP Suicide Prevention

CBP Annual Integrity Awareness Training

CBP Safeguarding Classified National

DHS No Fear Act and Anti-Security Harassment

Contact this candidate