Support Manager

Kenneth Leung

**** ********** **

New Port Richey, FL 34655

Phone 727-***-****

Phone 727-***-****

Email: *******@*****.***

PROFESSIONAL SUMMARY:

IT Professional with over 30 plus years of experience, 27 years of MVS, 21 years of JCL and Procs. In addition I have 7 years of experience with Healthcare industry and 7 years Banking/Credit Card Systems (Vision Plus and FBS Equifax) from Posting Programs to Statements. Utilizing Jobtracs and CA7 to run end-to-end schedules for full system test, regression testing and unit testing for both Mainframe and client server (i.e. Java). Desiring an Information Technology position where my technical skills, ability to adapt and experience will be fully and effectively utilized to manage data and to enhance company goals.

TECHNICAL SKILLS:

COBOL

File-Aid

CA7/TWCK/OPC

Store Procedure

Spufi

Changeman

CICS

Oracle DB

Eztrieve

JCL

Redbrick DB

SAS

TSO/ISPF

Quality Center

Dyl280

DB2

Jobtrac/Runtrac

Syncsort

SQL

CA7/CA11

Store Procedures

HP Quality Center

Test Director

Service Now

PROFESSIONAL EXPERIENCE:

Sr. System Analyst (Dec 2014 to Present) CITI, Tampa, FL

Provided first level technical and production support for 31 Sanctions, Messaging, CASH and global applications.

Coordinated and led all Sev One (S1) calls with senior managers, technical and business teams in order to efficiently resolve important production issues for the application support group.

Managed production Service Level Agreements (SLAs) and served as point of escalation for missed SLA’s.

Created processes, procedures and runbooks to maintain a knowledge base for each individual application supported.

Managed the Service Desk for all incoming issues to ensure all tasks were assigned, resolved and completed.

Supported weekend code promotions and Disaster Recovery testing to ensure system integrity.

Streamlined processes to reduce and make daily workload more efficient. Increased efficiency by 35%.

Coordinated the technical support teams and managed production incident calls for rapid problem resolution. All incidents addressed immediately upon receipt and escalated based on financial, business and reputational impact within allotted timeframe.

Received recognition with the various bank recognition programs by management, business teams and peers.

Sr. System Analyst (Oct 2012 to Sept 2014) JPMC, Tampa, FL

Environment-Natural, COBOL, Adabas, CICS, JCL, MQ, TSO/ISPF, FILEAID, INTERTEST, PANVALET, SDLM, PEEK,ICEMAN, ITSM, EVP, CA7, I PAR, PMM, ITSM, ITPAM, EPV(Fire Account), PTO and PMC.

TS-Core EMEA Production Support

Operations Install new software releases/updates into production for all assigned applications, by working closely with Development, Change management, SYSAdmin, DBAs, and Production support.

Conduct reviews of application release notes to identify potential problems prior to release of software in the production environment.

Monitor the production environments for all assigned applications, work to resolve system abends, and following established escalation procedures as required.

Ticket Resolution - level 1 support.Develop, repair and enhance operation's Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.

Assist in the gathering of metrics to track and the reporting of performance trends for all assigned applicationsProvide technical expertise and system knowledge to Production Support personnel efforts, as it relates to customers, problems, issues and concerns.

Sr. System Analyst (Jan 2008 to Sept 2012) Ciber GSC, Tampa, FL

Environment-COBOL, DB2 SQL, CICS, JCL, VSAM, TSO/ISPF, FILEAID, INTERTEST, CHANGEMAN, QMF, DYL280, EZTRIEVE, DCCS and CA7.

WellCare

Sr QA Analyst – RTB production support team perfoeming qa testing and utilizing PLSQL Developer, SQL Server 2008, Toad, Quality Center 10 WinSCP, X-win32 for UNIX in a Health Care environment.

UHG

COSMOS CIS – Solution Architect applying BVD, PRD towards IET solutions for estimating cost for projects. Supplying system flows for SA to evaluating cost. Completed RSA level two training within two weeks.

QA team support – create new test script, unit testing, apply new simple and complex table, Data extract for system testing and code analysis UHG CIBER team.

SWAT team - analysis of the OM Alert ticket (average 90-50 issues per day). Provided assistants to the current team on IBM issues. Attended war room meeting for level 1 issues.

OM Team - problem ticket (PT) to support the Claims team with enhancement, attend daily meeting and testing.

DTR team – provide system enhancements, fine tune (production JCL, Programs (COBOL, Xgen), PROCs, Scheduling, error handling, DB2 SQL analysis

Elsevier

Operations setup team to develop a new CA7 schedule in Orlando on the client site.

Production Support and new development for Elsevier COPS system that provides online order entry, and batch processing.

Developing new coding and enhancement to existing COPS system. Providing Detail, Unit Testing script and Technical documentation for the SDLC process.

Helping the team with technical knowledge on the COPS system.

Programmer Analyst II (May 2007 to December 2007) BOCC Pasco County FL, New Port Richey FL

Environment-COBOL, Data-COM, CICS, JCL, VSE, X-RAY, INTERTEST, DotNet, TOMCAT/APACHE/JBOSS.

New development, production support and QA for CJIS, JJIS, AC, Utilities, and Central Permitting are systems on the IBM mainframe.

In three months I supported HEAT, BEA Plumb-Tree and 911/CAD Administrator for the Pasco County FL.

These systems are MS Dot net 2.0 in C#, VB, HTML, XML and AS400 SQL RPG environment.

Sr. Programmer Analyst (Feb 2006 to May 2007) Cibersites, Tampa, FL

Environment-COBOL, DB2 SQL, CICS, JCL, VSAM, TSO/ISPF, FILEAID, INTERTEST, CHANGEMAN, QMF, DYL280, EZTRIEVE, DCCS, Stored Procedures.

Mopar

New development for Chrysler ARO system that provides automation for the dealers to restocking parts process.

Coding over 30 Stored procedures process by working with the Java front-end programmers. Provided Unit Testing script and results for user to verify.

Harcourt

Remediation of the ISBN-13 System. Analysis of the current ISBN10 system and providing documentation of system flow process.

Creating Specification Documentation for the different site to perform the remediation of the Code.

Creating Standard Operating Procedures Documentation for off site personal on System Tools.

Program change to the current ISBN10 system to the new ISBN13 system.

SQA Analyst Contractor (March 2005 to October 2005) Nielsen Media Research Inc.

Creating Unit Test Plans and Unit Test Scripts for various projects.

Executed test cases in a mainframe environment using JCL, PROCS, PL1, CICS, DB2, TSO/ISPF, and M204/CMS.

The defect tracking tool utilized was Lotus Notes.

Interfaced with development, UAT and Operations personnel in defining system requirements and while testing the applications.

Tax Manager (December 2004 to March 2005) Amscot Inc.

Managed new tax office, hiring new personnel, creating new procedures, work schedules, and training personnel.

Auditing tax return process prepared by tax associates and customer service. Created open/close checklist guide for personnel with little training.

Testing preparers with new tax laws from the IRS Pub17.

Senior Product Support (May 2003 to November 2004) Catalina Marketing, Inc.

Environment-MS Office XP, VB, Oracle SQL, Brio SQL, Access DB SQL, CSDB, RDOL, CMS.

Production Support in a retail systems environment for Loyal Card Program, Store Systems, RDOL, CMS, and Call Center. Support CMS Web pages for our client.

Manage Data SQA for domestic and international, including support 24X7.

Utilized strong Oracle SQL Analysis for reporting sales and marketing strategies for large retailers.

Handle customer calls on issues related to the marketing and IT questions on data reporting issues.

Self Employed (July 2001 to May 2003)

Service personal computers for clients in the Pasco area and developed web pages for my clients.

Built computers and fixed software problem related to everyday use, and performed LAN maintenance and services for customers and local businesses.

On call 24X7. Created new EBooks for the education of all age group, and managed customer sales and support of personnel computers.

Senior Programmer Analyst/Production Control (December 1998 to June 2001) Health Plan, Tampa, Fl.

Environment-COBOL, DB2 SQL, CICS, JCL, VSAM, Jobtrac, CA-Roscoe TSO/ISPF, FILEAID, INTERTEST

In a health insurance environment, supported and developed COBOL/CICS/DB2/VSAM programs.

Programmed and maintained various applications utilizing CA-Roscoe and Jobtrac to develop and test programs and provide Production support.

Created a new method of FTP file transfer protocol from the mainframe to a UNIX server. Provided support for online system changing Procs, JCL for reruns and restarted jobs in the schedule.

Made decision to restart or hold the job based on priority of the job, and its criticality in the prod process.

Y2K Contractor

Y2K Testing Support/Production Control (May 1998 to November 1998) Verizon, Ajilon, Tampa, Fl.

Environment-COBOL, DB2 SQL, IMS, CICS, JCL, VSAM, FILEAID, Expeditor, Spufi, TSO/ISPF

In a telephone communication environment, I supported a COBOL/IMS/DB2 development staff.

Programmed and Installed Year 2000 Tracking System utilizing CA-Endevor, and also

Creating Analyst Reports from Endevor. Performed SQA testing, while developing detail specs for the changes that were required, and interacting with the system analyst.

Senior Production Control/Change Control Manager (September 1997 to May 1998) Equifax, St. Petersburg, Fl.

Environment-MVS, COBOL, DB2 SQL, CICS, JCL, VSAM, TSO/ISPF, Expeditor, CA-CCF Librarian, CA-Endevor.

Installed the FBS Credit Card system to CCF from EC system and implemented the Endevor product.

Created new libraries for the system migration to CCF, responsibilities included CCF Administrator (Production Control Manager) and creating new Quality Assurance Analysis for the company to test end-to-end of the Credit Card system.

Transfer the existing FBS System for Card Processing System to new CA-CCF System. Created new SQA testing system and procedures for production promotions of Programs, Procs, JCL, Docs, and Control Cards.

Programmer Analyst/Production Scheduler/QA Analyst (August 1994 to September 1997) Talbots, Tampa, Fl

Environment-COBOL, DB2 SQL, CICS, SAS, JCL, SYNCSORT, VSAM, SAR, FILEAID, Expeditor, BMC, TSO/ISPF, Librarian, Jobtrac, Runtrac, and EDI JCL.

Maintained Vendor Software PAYSYS (Vision Plus) Credit Card System. Was tasked with running daily schedule of Vision system from posting to Historical posting and resolved all ad-bends related to the Credit system.

Managed the TAX SYSTEM, Taxware International Software, and maintained and supported various other systems: Sales Audit, Sales Reporting, Cash Reconciliation, and E-MAIL. Provided support for the Japan office for all financial systems for sales reporting.

Contributed to the team tasked with installing the International Catalog System for the Credit team for all promotions related to Vision-Plus. Provided on-call support on a weekly rotating basis, and used SAR for problem reporting.

Fixed JCL, Data and program problems using operational tools such as Syslog and VSAM file contentions, File-Aid and Expeditor. Modified EDI JCL to be used in production from the test versions.

CERTIFICATIONS:

Solution Architect, UHG-2/17/12 – Level ll

DB2

Cobol

CICS

TRAINING:

Oracle DB, IECube – 5/2002

EDUCATION:

Associates of Science/Computer Science, St. Petersburg Junior College 05/1983

Associates of Art/Accounting, Pasco Hernando Community College 05/1979

CA CCF/Endevor Administrator 09/1997

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