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Customer Service Social Media

Location:
Frisco, Texas, United States
Posted:
May 22, 2019

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Resume:

Danny Williams

***** ********** ****, ******, ***** 75033 • 972-***-**** • ac9ft0@r.postjobfree.com

Professional Summary

Seasoned System Administrator with 30 plus years background in Information Technology. Progressive experience in the field marked by continuous contributions above and beyond requirements.

Skills

Technical analysis

Software testing

Business analysis

Hardware knowledge

Infrastructure planning

Program installations

System upgrades

Debugging proficiency

Self-motivated

Team leadership

Materials preparation

Project Management

Process implementation

Extremely organized

Skilled in IBM CICS, CICSPLEX,CA-CICS Service Facility, CA-Dataquery, CA- Datacom/DB,CA-VSAM Transparency, SAS/MXG, Compuware Xpediter, Compuware Abedn-AID, Compuware Strobe, Compuware FILE-AID, CA-Librarian. Duties were accomplished using TSO, building JCL and PROCS for started tasks, maintaining APF members, SMP/E, ISPF, DHFHSMS, DFHHSM,JES2 and associated z/OS utilities.

Strong verbal communication

Work History

P&P FX Taxidermy, 07/2015 to present

Owner/operator of P&P FX a full service Taxidermy business. During this time in order to still keep IT skills I have constructed and maintained an encrypted Linux environment for my own use.

Group Manager, 06/2014 to 07/2015

HCL Technologies – Frisco, TX

Developed reporting matrices for tracking available free space in a 5 petabyte storage system that supported all mid-range computing systems including the SAS, AIX, HP-UX, Suse Linux, Redhat Linux, VM platforms and Windows platforms for PepsiCo located in Plano, Texas a Fortune 25 company.

Oversaw teams that dealt with robust requests for SAN storage and NFS systems that received storage from EMC ISOLON and IBM Shark storage arrays. Teams were located in Frisco, Texas, India and Singapore. Followed up on all storage requests with team members to assure client that requests were being expedited in a timely manner. when requests were delayed for whatever reason, communications were sent to the client outlining reasons and estimates of completion times

Individual contributor in analyzing and determining current availability of free storage and determining future space needs for the organization.

Participated in annual disaster recovery exercise for PepsiCo and worked with both Storage and UNIX Engineering teams to insure success. All issues during the test were documented and the procedures for the annual test were updated accordingly to reflect any required changes.

Attended planning sessions with client to stay abreast of new projects and timelines in order to proactively stay ahead of storage demands and availability.

Monitored and participated in support calls when issues were escalated to vendors and maintained communications with client during any issues providing updates and estimated times to resolution of issue.

Worked with vendors to insure that the existing SAN storage and SAN switches were current with all firmware updates. When updates and maintenance were required worked closely with client leaders and stakeholders to determine appropriate stakeholders that maintenance windows were scheduled in the right time frames to bring about the minimum impact to the client company and applications.

Performed forecasting to identify necessary changes for supply chain business.

Applied performance data to evaluate and improve operations, targeted to current business conditions and forecast needs.

Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.

Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Managed client correspondence and tracked records to foster office efficiency.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Evaluated employee performance on semiannual basis and conveyed constructive feedback to improve skills.

Facilitated change management activities for department and staff of 20 individuals that consisted of onshore and off shore employees.

Consulting with the Mainframe team and assisting in determining timelines for upgrades to CICS, CISPLEX and CA products associated with CICS. Assisted in the upgrade of CICS and CICSPLEX in a controlled SE environment. Documented the changes in the disaster recovery plan and updated those steps that were impacted with the new releases of software. On weekends that the upgrades were moved into place I was on site to assist with any problems and remediation.

Associate Manager Storage Team, 01/2012 to 06/2014

PepsiCo – Plano, TX

Developed team communications and information for planning future projects meeting s, on call rotations. Hosted a daily call with team members to discuss any challenges, needs or issues that were encountered during previous shifts.

Supervised 6 Storage Administrators in providing excellent customer service to callers requiring assistance for the allocation and presentation of SAN Storage and NFS file systems in an environment that consisted of 4000 servers across multiple operating systems and any issues that revolved around the fulfillment of requests.

Coordinated efforts of 6 team members engaged in ongoing projects for solution development to hurdles to storage delivery.

Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance. The daily call was initiated to keep all team members updated on current projects, workloads, known issues and resolution and upcoming demands for SAN storage.

Saved $350K by researching and implementing clean up effort of old systems, cost-saving initiatives and creating fresh new approaches to long-standing problems.

Managed quality assurance program including on site evaluations, internal audits and customer surveys.

Worked with Storage Engineering to resolve configuration problems, improve operations and provide exceptional customer service.

Monitored social media and online sources for industry trends.

Continued working with the Mainframe Engineering team consulting and aiding in the release upgrades for the software packages that had been my responsibility as SME in order to make z/OS upgrades as seamless as possible and to keep projects on track and within timelines for completion. Trained my replacement on the team in performance reporting, collection of data for reports on usage as well and familiarizing that person with the flow of events dealing with disasterrecovery procedures.

UNIX Systems Administrator, 01/2010 to 01/2012

PepsiCo Inc. – Plano, Texas

Implemented, developed and tested installation and update of file servers, print servers and application servers in all departments.

Analyzed complex project server issues and worked on large enterprise and business-critical applications.

Resolved issues and escalated problems with knowledgeable support and quality service.

Continued working with the Mainframe Engineering team by mentoring those persons who had assumed my role and duties. During break fix or outages assumed the lead role as the SME in order to return the business back to normal operation in the most timely and expedient way possible. Given my years of experience in the software that had been maintained it was the most economical and efficient use of the skills I had developed.

Continued working with the Mainframe Engineering team during the disaster recovery exercises in both planning and execution. Documented any required changes and updated the relevant materials to reflect any change.

Mainframe SE, 09/1999 to 01/2010

PepsiCo Inc. – Plano, TX

Mainframe SE responsible for administrating, planning upgrades and installing software upgrades and fixes. Participated in annual Mainframe disaster recovery test. Primary duties during this time was being responsible for IBM CICS, CA-CICS Service Facility, CA-Dataquery, CA- Datacom/DB,CA-VSAM Transparency, SAS/MXG, Compuware Xpediter, Compuware, Compuware Abend-AID, Compuware Strobe, Compuware FILE-AID, CA-Librarian. Duties were accomplished using TSO, building JCL and PROCS for started tasks, maintaining APF members, SMP/E, ISPF, DHFHSMS, DFHHSM,JES2 and other zos utilities Served 24x7 on-call for the products supported. Familiar with COBOL, COBOL II writing routines for some job duties and REXX. Assisted application teams with problem resolution and capacity planning. Developed and implemented disaster recovery procedures for CA-Datacom/DB and developed the monthly database reorganization routines which were placed into a monthly schedule in automation software. Routinely monitored all supported systems and proactively implemented software updates to prevent or in response to break/fix issues.

Mainframe Consultant, 03/1998 to 09/1999

CommsPeople – Dallas, TX

Mainframe consultant- specialized in CA-Datacom/DB. Placed with PepsiCo to assist in effort to relocate the Tropicana mainframe from Burbank, California to the Frito-Lay data center that was located in Plano, Texas. The entire data center and operations were relocated in a 48 hour time frame over the July 4th weekend in 1999. Once the systems were relocated tasked to serve as the DBA and SE where monitoring, tuning and ensuring system up-time for mission critical systems for Tropicana were performed. Routinely monitored all supported systems and proactively implemented software updates to prevent or in response to break/fix issues.

At the end of the contract hired directly to PepsiCo where duties were expanded to utilize additional skills as a Mainframe SE

CA-Datacom/DB DBA / SE, 03/1997 to 03/1998

Clarke American – San Antonio, FL

Mainframe SE responsible for CA-Datacom/DB upgrade installation and upgrade for Y2K support as well as serving as the DBA for the Y2K team. Duties also included the SE functions for the CA-IDEAL 4GL product. Developed and implemented backup routines and procedures including full database restores to aid in the completion of the Y2K effort.

Worked directly with the Y2K team to ensure system was available 24x7. My duties were expanded to utilize my mainframe skills also worked daily with the SE team and production systems in order to fully utilize skill set as a Mainframe SE

Mainframe SE / DBA/ Security, 02/1982 to 06/1997

Corporate Systems LLC – Amarillo, TX

Primary mainframe SE responsible for MVS / CICS/ CA-DATACOM/DB / CA-IDEAL / CA-TOP SECRET/ QUIKJOB/ Compuware suite of products.

Education

West Texas A& M - Canyon Texas



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