Computer Operator Desktop Support

Charles Bittle

Title/Role:

Senior Computer Mainframe Network Operator Desktop Support Analyst

Summary of Qualification:

•Computer Learning Center Graduate.

•The Learning Tree Graduate.

•With over 20 years of experience in the Computer Operations/IT field, received several employee appreciation awards and bonuses

•Worked as a Senior Computer Network Operator, Program Analyst, Senior IBM Mainframe Operator, Helpdesk Support and Lead Production Print Operator.

•Experience in Unix/Linux, Open VMS, JES, TSO, MVS OS support.

•PC, Printers, Coiper and Fax installations and repairs.

•VBScript and PowerShell experience.

•Over (20) years supporting Microsoft Windows XP, 7, 8 and currently using version 10 including Microsoft Office (2013), Microsoft Outlook and Active Directory support.

•Level 1 network and VPN diagnosis and troubleshooting skills.

•Knowledge of BlackBerry enterprise server client administration and/or Blackberry, Ipod, Andriod or similar smart phone support.

•Poesses very good analytical and problem solving skills.

•Strong interpersonal and communication,with over (12) years of experience providing general help desk support with previous experience opening and maintaining help desk cases via CA Service Desk or BMC Remedy. Also skills who can work with people at various levels of the organization. Excellent written and oral communications are required as this position will interface with clients via phone and e-mail.

Education:

Degree

(AA/AS, BA/BS, MA/MS/MBA, PhD, JD)

Area of Study

School/College/University

Location

Was the degree awarded? (Yes/No)

OPTIONAL: Date (MM/YY)

H.S Diploma

General Studies

Randall Senior High School

Washington, DC

N/A

1979

Employment History:

CACI International Arlington VA Jun 2015 - Nov 2016

Senior Computer Operator - Helpdesk / Desktop Support Specialist/Program Analyst

Responsibilities:

•Performed mainframe IPL's as requested by technical support staff and issued MVS command line statements to insure the completion of production jobs and resolved system problems.

•Oversaw, monitored and managed all Computer operations, Production controlling, Job scheduling and Networking.

•Identified gaps in the incident management and problem management process and recommended, documented, communicated, and implemented new processes.

•Led and coordinated projects to ensure complete and efficient system and platform migrations as well as datacenter relocation.

•Participated in planning, setting up, scheduling and executing schedules to ensure quality control batch processing.

•Monitored client updates via BMC Control-M scheduler and insured updates start and completed on time to meet client service level agreements.

•Used Remedy as a ticketing tool to analyze categorize tickets and distribute the tickets to the concerned technical tracks to meet the SLA.

•Monitored/provided technical support to database batch system using AutoSys job scheduling system an IBM Z10 mainframe complex consisting of (10) LPAR'S.

•Performed scheduled checks for Network links using NetView to ensure network availability.

•Worked as System programmer for MVS based system & created various automation script using JCL

•Monitored all Mainframe system hardware and support hardware for error conditions, escalate failures to hardware vendor(s), complete hardware failure forms, escalate and / or notify Management.

•Contributed to Production support efforts and customer support efforts using CA7 and JCL

•Operated and monitored the IBM Mainframe Computer System using z/OS operating system and released batch production jobs from an automated job scheduler into the system for processing.

•Performed weekly mainframe system backups & escalated any issues or failures to Mainframe SupportPerformed weekly IPL’s of all mainframe domains and log start/stop times. Escalated any issues to Mainframe Engineering CACI Management.

•Ensured proper support in Windows Administration for creating new user accounts and set-up their profiles, granting access to network share folders, creating batch files to add/remove/modify user access Involved in design and implementation of disaster recovery (methodology and testing), datacenter relocation and support and operating system internals and user service objectives.

to different applications, etc.

•Assisted and supported in converting all mainframe, UNIX/LINUX and Windows jobs to run in a Control-M schedule environment.

•Provided First Level troubleshoot for Users and Client with mainframe related issues and document issue and take steps required to correct issue(s).

Key technologies/Skills: Remedy, JCL, CLIST,JES2, TSO, ISPF, SDSF, z/OS, MVS, Mainframe, UC4, CA7, CA dSeries, ASG-ZENA, NetBackup, VTAM, NetView, AutoSys, AIX, UNIX, LINUX, WINDOWS, Microsoft Office Suite ( MS Word, MS Excel, MS PowerPoint)

DPSCS (Department of Public Safety and Correctional Service – ITDC)

Pikesville MD Dec 2014 - May 2015

Supervisor Computer Operations – Helpdesk / Desktop Support Specialist/Program Analyst

Supervision of the Computer Operators who duties are associated with monitoring and distributed system, JES2 subsystem controls. Supervise and provide printer support for the mainframe area working with impact and laser printers. Supervise and provide tape library management, backup and offsite vaulting support for all mainframe and distributed systems environments. Assist online users, vendors and technical support with software and hardware problems. Supervise and preform task associated with a busy helpdesk that supports all communications lines and equipment associated with the National Law Enforcement Teletype System (NLETS, Maryland Department of Transportation (MDOT-MVA), National Crime Information Center (FBI-NCIC) all Maryland Correctional Institutions, Public and Probation faculties and all Maryland District Court Systems.

Responsibilities:

•Monitored multiple mainframe environments and handled all trouble-shooting activities by performing mainframe system IPL's and interfaced with systems support

•Monitored incident management queue and worked on ticket in accordance with defined Service Level Agreement priorities

•Analyzed, developed, coded, and compiled batch programs for various reports and application elements using JCL, SDSF, and TSO/ ISPF

•Installed and supported AIX, UNIX and Linux systems and application software including NetBackup and Oracle.

•Architected and implemented data backup and recovery operations using IBM Tivoli Storage Manager and Veritas

•Provided Windows administration and monitored Windows systems including Server and workstation upgrades and backup and recovery.Collaborated in the planning and participated in the design and execution of a disaster recovery plan to proactively reduce the negative impacts of a disaster.

•Designed and built dynamic dataflow diagrams with daily process schedules for analysis and evaluation during datacenter relocation.

•Designed, developed & supported IBM mainframe platforms using z/OS and MVS system technology.

•Created new job setup and job scheduling in BMC Control-M application and supported the business with quality assurance and production support.

•Involved in planning, establishing and executing schedules, and technical specifications based on customer requirements.

•Performed windows administration functions such as add/delete/change of user accounts in Windows server.

•Administered Windows in the areas of user & group creation, file system control and network security.

•Developed and managed batch production schedules utilizing the CA7 scheduling package

•Planned, developed, implemented and maintained security measures as described in the ITCD Security Checklist under Section 1: Policy and Procedures (or other sections as assigned. .

•Involved in design and implementation of disaster recovery (methodology and testing), datacenter relocation and support and operating system internals and user service objectives.

Key technologies/Skills: Remedy, JCL, TSO, ISPF, SDSF, z/OS, MVS, JES2, Mainframe, CA7, CA ESP, ASG-ZENA, NetBackup, VTAM, AIX, UNIX, LINUX, Microsoft Office Suite ( MS Word, MS Excel, MS PowerPoint) 2013, MS Project 2013

Insight Global Vienne, VA Dec 2012 - Nov 2014

Senior Computer Operator/Helpdesk Support Specialist

Responsibilities:

•Maintained IBM Mainframe system IPL processes/procedures including scheduling of system IPLs

•Monitored and managed servers and processes on Unix and Windows platforms using NetBackup

•Managed the full Incident Management lifecycle process within IT Services from ensuring all incidents are logged and tracked to completion as defined by the Service Level Agreements (SLA’s)

•Provided Windows administration in a production environment (Incident Management, Problem Management, and Change Management)

•Designed, tested & implemented Disaster Recovery Procedures for various clients and internal servers.

•Developed/implemented datacenter relocation project & managed end user expectation in the process

•Defined, prepared and created batch schedules using the BMC Control-M scheduler across multiple job platforms to ensure accurate and efficient execution.

•Monitored all mainframe jobs submitted by the user and through the CA7 scheduler.

•Involved in design and development of programs and jobs using JCL and CLIST

•Performed scheduled checks for mainframe software to ensure availability.

•Worked closely with production control teams on CONTROL-M job scheduling tools for elimination process.

•Initiated IBM Tivoli administration (Linux and Windows) for back-ups and restores,

•Performed weekly mainframe system backups & escalated any issues or failures to Mainframe Support.

•Performed scheduled checks for Network links using NetView to ensure network availability.

•Involved in design and implementation of disaster recovery (methodology and testing), datacenter relocation and support and operating system internals and user service objectives.

Key technologies/Skills: Remedy, JCL, CLIST, SDSF, TMS, z/OS, MVS, JES2, Mainframe, UC4, CA7, CA ESP, NetBackup, VTAM, NetView, UNIX, LINUX, Microsoft Office Suite ( MS Word, MS Excel, MS PowerPoint) 2010/2013, MS Project 2010/2013

Democracy Federal Credit Union, Alexandria, VA Jun 2010 - Nov 2012

Senior Computer Network Operator - Desktop / Helpdesk Support Specialist/Program Analyst

Responsibilities:

•Ensured all incoming incident requests are managed and resolved to completion using Incident Management software in accordance with Service Level Agreement

•Tracked help desk tickets using Remedy software and managed the ticket queue for compliance with service level agreements.Assisted in the redesign and implementation of a new Business Continuity Plan and updated Disaster Recovery Plan.

•Performed mainframe CA7 batch productions, restarted amends using JCL, and TSO/ISPF commands

•Involved in Batch monitoring, Console monitoring and Job scheduling using various tools like, CONTROL M,CA7 (basic) and AutoSys

•Developed and deployed replacement distributed system backup infrastructure, using NetBackup and Solaris server platforms,

•Provided Windows administration and support services on customer software projects, including migrations, consolidations, and deployments.

•Monitored various data processing systems, such ATM connectivity with STAR, VISA, Audio Response (Vysym), consoles and any system that we come into contact with.

•Responsible for planning, developing, and executing schedules to ensure timely completion of project deadlines and milestones.

•Implemented auto start and shutdown task using BMC Control-M scheduler for LINUX, UNIX, and Windows Server

•Created and monitored data conversion cycle using Autosys scheduling tool.

•Secured mainframes running z/OS and ensured they complied with all security policies and controls.

•Maintained inventory and participated in special projects such Disaster Recovery tests.

•Maintained accurate and sequential data processing logs for backup tapes, batch control transactions and tape site offsite.

•Involved in design and implementation of disaster recovery (methodology and testing), datacenter relocation and support and operating system internals and user service objectives.

•Installed, implemented and administered the BMC Control-M scheduler.

Planned and executed datacenter relocation, consolidations and processor upgrades.

Key technologies/Skills: Remedy, JCL, TSO, ISPF, TMS, z/OS, MVS, Mainframe, UC4, CA7, CA ESP, OPC, NetBackup, OpenView, AutoSys, UNIX, LINUX, Microsoft Office Suite ( MS Word, MS Excel, MS PowerPoint) 2007/2010, MS Project 2007/2010

Paradigm Solutions Corporation, Rockville, MD Aug 2009 - May 2010

Senior Computer Operator Helpdesk Support

Tantus Technologies Corporation, Washington, DC Dec 2007 - Aug 2009

Senior Computer Operator / Program Analyst

Service Argos/CLS America Incorporated, Lanham, MD Jan 2004 - Dec 2007

Senior Computer Operator

Interactive System's Inc., Beltsville, MD Oct 1991 - Dec 2003 Senior Computer Operator

American Trucking Association, Alexandria, VA Jun 1985 - Oct 1991

Computer Operator

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