Sr. Manager. system support
Resume:
Paul Simmons
Fort Worth, TX *****
**********@*******.***
PC-Hardware and Software:
Experienced with use of: different versions of Windows/ Microsoft Office Apps (Excel/Word/PowerPoint/ Outlook/Sharepoint). Atlassian JIRA used for scrum board, and scrum projects. HP Service Manager & Service Now, both used for change, incident, and problem management. LIVEOPS / Skype for business / Lotus Sametime /ITEC – project portfolio Management Center – demand/project/time/resource management. Xmatters – on call Paging. In house Jmagic Explore – used for alerting/change/incident/asset/paging & calling on call, and many other components.
Mainframe Hardware:
Experienced with various mainframe processors and associated hardware, including the IBM parallel sysplex configuration. AS/400 experience with backups, transmits, and receives.
Mainframe Software:
JES2, VTAM/NCP, Top Secret, TSO/ISPF, TSO/IOF, TSO/SDSF, CA-VIEW, JCL, CA7, CA11, CICS, IMS, Omegamon, Netview, DB2, Boole and Babbage (MAINVU), RMF, RUMBA, BMC Controlm -Workload Automation v8.0.00, with BIM & ALERTS, ENDEVOR, Connect Direct (NDM), TMS, SQL
WORK EXPERIENCE
Sunflower Bank
Plano, Tx
August, 2018 – present
ADMINISTRATOR FOR THE FOLLOWING SYSTEMS:
• Fiserv Signature – Loans, Decision Pro – application/underwriting, Laser Pro – documents, Compliance Reporter (new with HMDA 2018), Warehouse Loan System (WLS), Precision Lender
Primary Backup for Deposit Application Support Specialist
Fiserv:
• Common File parameters,Loan system setup, Any configuration changes, including but not limited to:
Global Level
Product Type Level
Escrow Payees
New Investors
New Indexes
New Products
Updates to statements/notices
Updates to codes (UDF’s, FDIC, Collateral etc…)
• Annually
1098 tax form production, Escrow Analysis production, FASB Cost updates (from Finance/Accounting), Create HELOC cycle dates.
Monthly
Monitor a report for missing short names, Loan CIP
• Daily
Verify Daily Trending, Ensure notices and statements are getting to Info Image (our statement vendor)
• As requested
Loan Audit Extract (National Credit Tool Loan Trial Balance) for Alissa, Rob, etc… typically for the OCC exams
• Releases
Release Notes
Testing
Communication with Loan Operations and others as needed
• Support
Interact with Fiserv Client Services as needed to support Loan Operations and the bank. Interact with Signature User Group. Work with our coupon vendor
Decision Pro:
• System Maintenance parameters
User Provisioning, Product & Credit Policy setup.
Any configuration changes, including but not limited to:
Regulatory (TRID, MLA, HMDA 2018…)
New Branches
New Products
Updates to Tracking List items
Updates to Reasons (decline, override, etc…)
Updates to Rate Sheet (structural)
Updates to license codes
New Certificates
Tailoring
Other services integrated within Decision Pro
TransUnion (to pull credit reports)
Fair Isaac (FICO) Liquid Credit
First American (to pull flood certs)
NADA (for auto valuations)
Export to Laser Pro
• Releases/Updates
Distribute release notes
Submit through Change Management process
Coordinate release/update to be installed in Test Environment
Research/troubleshoot any issues found during testing
Coordinate release/update to be installed in Live Environment
• Annually
Update Non-business days (holidays)
• Support
Interact with Finastra Support as needed to support Consumer Underwriting, Loan Operations, and the bank.
Interact with Decision Pro User Group
Laser Pro:
• General System Setup parameters
User Provisioning
Lenders – just for documentation, no access
Operations, Compliance, Auditing
Branch Setup
License Code updates
• Laser Pro Admin / SBA Admin
Any configuration changes, including but not limited to:
Regulatory (TRID, MLA, HMDA 2018…)
Updates to Products/Templates
Updates to Libraries
Updates to Additional Provisions/Exhibits
New Indexes
Other services integrated within Laser Pro
CSO – Central States (Credit Insurance)
Export to Fiserv Signature (in process not going yet – hopefully soon)
ICC Admin = Interface Control Center – only I use
Laser Pro Upload = Interface Upload for Loan Ops to board loans
• Releases/Updates
Distribute release notes
Submit through Change Management process
Coordinate release/update to be installed in Test Environment
Research/troubleshoot any issues found during testing
Coordinate release/update to be installed in Live Environment
Annually
Update Reg Z ATR and HOEPA Thresholds
Update Rate History for HELOC
• Weekly
Verify APOR data – ensure dates updated appropriately
• Support
Interact with Finastra Support as needed to support Loan Doc Prep, Loan Operations, and the bank.
Interact with Laser Pro User Group
Warehouse Loan System (WLS):
Still learning, mainly user provisioning at this point.
Precision Lender:
Only User Provisioning
OTHER:
Info Image (statement vendor) – help monitor daily automatic emails to ensure notices/statements get sent in a timely manner.
Quarterly review of users in systems above to ensure appropriate titles, branches, etc… Quarterly review of NMLS numbers in LP and DP
Work miscellaneous requests from Internal Auditing and Compliance
Support all bank staff as needed, including but not limited to:
Collections
Business Intelligence
Retail Support
Deposit Operations / Exception Items Processors
New World international Auto Parts
IT specialist
Irving, TX
November 6, 2017 – August, 2018
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Install, configure, test and maintain operating systems, application software and system management tools in a Microsoft Windows network environment.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
• Assist in maintaining security, backup, and redundancy strategies
• Participate in the design of information and operational support systems
• Liaise with vendors and other IT personnel for problem resolution
• Assist in ensuring the highest levels of systems and infrastructure availability
• Install new hardware and software.
• Setting up accounts for company employees with passwords and permissions.
• Monitoring a company’s systems with security the prime objective.
• Assist in fixing network faults.
Supported Microsoft Dynamics AX 2009 for the Warehouse Management for production and Inventory management.
Dialog Direct
Customer Service Representative
Fort Worth, TX
March 1, 2017 – November 6, 2017
Provide the highest level of customer service. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. The drive to support new technology and systems, the dexterity to enlist the assistance of others, as well as the capacity to synthesize large amounts of information are surpassed only by the goal of earning customer loyalty by serving them with courtesy, timeliness, and respect.
Worked in ALLSTATE roadside assistance call center making sure that members are assisted in the event they have a disablement with their vehicle which includes but is not limited to:
Gathering and entering information about the disablement and then determine the best course of action for that member.
Escalate to a provider that can assist the member in a timely fashion.
Maintain composure during difficult situation with customers who are highly upset.
Work with co-worker to ensure they are getting the necessary information needed in order to complete the task.
Within the time there, was asked to work with American Motor Club, Maserati, and Ferrari
FIDELITY INVESTMENTS
Senior Manager Systems Services and Support Management
Westlake, TX
December 29, 1992 – April 23, 2014
• Managed Market day support ensuring Service Level Agreements are met: Ensure that all batch abends (abnormal ending) recoveries are handled in a timely and accurate manner; escalations are initiated, when needed. Ensure that procedures are consistently adhered to. Recurring abends must be reported and escalated to application development team.
• Control M, Enterprise Manager, ControlM WEB reporting: Ensure integr
Review job operational documentation and ensure consistency between Operational documentation and job definition. Provide training to application developers. Maintain related Control M processes: automated install, override process, PSR process. Serve as on-call resource to support the organization's service and escalation model. Provides application support and assists in the identification, isolation and escalation of problems of limited scope
• Manage the Disaster Recovery exercise and continue incremental improvements and maintain accepted recovery time and improve processes and procedures.
• Assist in application functionality analysis by gathering appropriate data. Assisted in the preparation of technical documentations including system diagrams and operational procedures.
• Manage one-time scheduling requests: Strive for error free processing of one-time/ad hoc scheduling requests. Also continue to audit one-time requests to determine appropriate one-time requests. All one-time scheduling requests must have a fully approved Service Center change request. Handled technical service requests of varying complexity.
• Responsible for reviewing turnover reports and ensure that turnover items and checklists are all accounted for. Used SQL to create the report used. Ensure a seamless shift turnover by reviewing all shift turnover related reports and checklists; this includes incidents that may span from shift to shift
Supported processes, implement effective workflow and embrace best practices
Supported and continue to refine CRM change management standards and tools
Provide technical documentation and facilitate training to the administrators and end users of the system
Participated in building CRM forms, screens, and views as well as workflows and reports for the user interface
Provide redundancy and backup support for other team members
TECHNICAL SKILLS
Disaster Recovery, JCL, ITIL, Abend recovery, Mainframe, Software documentation, DB2,
Process improvement, SQL, SCRUM, COBOL, REXX, CA-7, ControlM & R, Unix, Microsoft Dynamics CRM
EDUCATION
Tarrant County College
Associate Degree, Applied Computer Science
Graduated May 1986
3.2 GPA
REFERENCES
Upon request
Contact this candidate