Manager Customer Service

John S. Budlong

********@*****.***

Hampden, MA *1036

Cell (413) 530 - 0162

SUMMARY:

Technology professional with extensive experience, specializing in production support, Data Center Operations and monitoring.

SKILL SETS:

xMatters AlarmPoint

Symantec Endpoint protection

Incident communication and report writing

Disaster recovery testing and planning

F5 Load balancing Physical/VM @ Layer 4

VMware/vSphere dashboard

Windows Server level 1 & 2 support

Microsoft Active Directory

SharePoint document management

NetBackup Administration (2001)

Batch monitoring and manipulation utilizing CA7 & TWS/Maestro

Respond to requests for technical assistance via phone or electronically

Diagnose and resolve technical hardware and software issues

Research questions using available resources

CA Workload Automation Workstation ESP edition

Log all calls to the Data Center utilizing HP Service Manager

Incident communication and documentation

Redirect and escalate problems to appropriate support groups

Identify, report and escalate situations requiring urgent attention

Create and update activity reports

Stay current with system upgrades, changes and updates

Working knowledge of fundamental operations of relevant software and hardware

Knowledge and experience of internal customer service practices

Creation of Change Request tickets

Advise users on appropriate action

Windows 7/Windows 10

Mainframe, TSO/ISPF, CA Dispatch

EDUCATION:

Springfield Technical Community College – Springfield, MA December 2017

Computer Systems Engineer Technician (CSET-COC)

Operating Systems 2 (Windows Server 2012 R2)

Linux Pro Command and Shell programing

PC Pro Introduction to Computer Systems, (Windows 7 & Windows 10)

Cisco 1; Introduction to Networks & Cisco 2; Routing and Switching

Security Pro (Network Security)

Cloud Computing

Introduction to Storage Management

Springfield Technical Community College – Springfield, MA

Associate Degree, Data Processing

Subsequent classes include Networks 1 & 2 at (STCC). Basic Computer maintenance (STCC)

PROFESSIONAL EXPERIENCE:

MassMutual Financial Group – Springfield MA 1987 to 2016

IT Operations Specialist - Production Support

Network hardware and applications monitoring:

oHP OVO/OML, HP Business System Monitoring (BSM) 160, HP Real User Monitor (RUM) 120

John S. Budlong Page 2

oMicro Focus Network Node Manager

oHP SiteScope

oOrion/SolarWinds

oMS Systems Center Operations Manager (SCOM)

oF5 Load Balancing

oTWS/Maestro batch job scheduling

oCA7 Mainframe job scheduling/ workflow automation

Maintaining and updating Mainframe print:

oCA Dispatch (Mainframe print)

oMVS/Jes3 Mainframe systems monitoring and maintenance

Enterprise Network backup and Storage solution:

oVeritas NetBackup administration (2001)

Ticketing and knowledgebase:

oHP Service Manager

oService Desk (IT Help Desk application)

Contact this candidate