Manager Management

EGDA NIAMA

*** ********** ***. 973-***-****

(cell)

Clifton, NJ 07012 973-***-****

(home)

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

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

Senior IT operations analyst with twenty-two years experience in the

Pharmaceutical Industry working in a complex multinational company within a

data center environment. Holds a Bachelors Degree in Computer Information

Systems with a working knowledge of Windows PC applications (Word, Excel,

PowerPoint), MS Office tools, Unix and NT systems. Complete understanding

of basic client/server concepts coupled with IBM Mainframe MVS experience.

Strong organizational, interpersonal, and communication skills with a

demonstrated ability to identify and accurately resolve imperative problems

in a timely manner.

BUSINESS EXPERIENCE

IBM

2013

Incident Management Resource - (2/2013 to 6/2013)

Respond to queries and expeditiously fulfill service requests. Diagnose,

troubleshoot and resolve application incidents. Get inputs on root cause

analysis and develop checklists for typical problems. Escalate incidents to

the Level 2 experts when appropriate according to established procedures.

Frequently update ticket status in the Remedy Incident Manage-ment System,

ticket tracking application. Produce macro reports from Sharepoint. Alert

management of critical incidents and recurring problems or incident trends.

Serve as a liaison between end users, technical and functional support

groups and Command Center managers.

Saint Barnabas Medical Center

2012

Computer Operator - (10/2012 to 12/2012)

Responsible for monitoring and maintaining the downtime of 724 Access

System. Reacting, reporting and troubleshooting all alerts for Cerner VSF:

724 Online Reporting Tool. 724 Access is a web base monitoring tool, this

is a clinical information system consisting of electronic health records

and health information exchange system.

Hoffmann - La Roche 2007-

2011

Computer Operations Operator - (6/2007 to 7/2011)

Performing proactive monitoring and incident management for all computer

systems including but not limiting to: hardware, software,

telecommunications equipment, WAN/LAN networks, data bases and all

environmental support equipment. This includes Media management,

Monitoring, System Operating based on operational procedures, Problem

Escalation, Documentation of Incident logs and Incident Management.

Oversee tape backup procedures, vital record processing, network and

applications monitoring, and problem reporting.

Software products include NetIQ AppManager Control Center, HP OpenView

Storage Data Protector, HP OpenView Service Desk, Tivoli Job Scheduling

Console, Cronacle, Networker Management Console Legato software, EMC

Corp.), and Smarts InCharge Global Console.

Networking & Computing Services/Johnson & Johnson

2004-2006

Server Monitoring Operations Analyst - (10/2004 to 3/2006)

Responsible for monitoring all servers using the appropriate monitoring

tools, initially analyzing and troubleshooting all alerts plus handling

customer's telephone calls. Responsible for the appropriate escalation of

any issues that cannot be successfully troubleshot within the timelines

specified.

Monitoring different consoles such as Microsoft Exchange Administrator,

System Performance, HP SIM (Systems Insight Manager), Arcserve, NetIQ

AppManager, HP OpenView and Wintel Hardware Monitoring.

Providing any first level troubleshooting and escalating if necessary.

Creating daily shift turnover reports for Exchange servers, NT application

servers and Windows 2000 (SMS servers, AD servers, File & Print servers,

NetBackup servers, QIP servers). Reports included any pending issues still

being worked on, NetIQ alerts, SIM alerts and any other significant

information.

Monitoring Arcserve backups for Exchange Servers. Including/adding the

Exchange Backup report sent by the Exchange IM to the daily shift turnover

report, troubleshooting and escalating problems if necessary.

Using Picasso(REMEDY) as the tracking mechanism for any issues. Any

incident was expected to have a Picasso Ticket assigned to it. For

incidents where an alert came from either SIM or NetIQ, the alert message

should be copied into the problem description field within Picasso. Issues

that were phoned or E-mailed in to Operations also needed a Picasso ticket

assigned.

Pfizer/Warner-Lambert 1986-

2002

Senior Operations Analyst - (9/1986 to 5/2002)

Responsible for routine monitoring and maintenance of multi-server platform

(Intel, UNIX, etc.) environment and operating peripheral technologies,

subordinate consoles, and controls (input/output) for the varied computer

systems.

Additional Responsibilities:

Provide Help Desk telephone support to global and headquarters client base

CIT's (data centers).

Identify technology problems and follow-up resolutions.

Maintain accuracy of procedural/problem logs/databases regarding the

operation analyst's tasks and technology (Maestro, IT/O(OpCenter),

Peregrine, NetBackup, Veritas, ExecView, etc.).

Perform as Tape Librarian maintaining the tape library system via OmniBack.

Work with Storagetek silos, mount/eject tapes, send and receive tapes from

vault.

Maintain audit trails for all inbound / outbound media.

Assist in Disaster Recovery Testing.

Special Assignments:

Media Tape Inventory and storage.

Training

1 EDUCATION

BS Computer Information Systems 1985

Bloomfield College, Bloomfield NJ

2

3

4 CERTIFICATION

5 Information Technology Infrastructure Library

6 SKILLS and TECHNOLOGIES

Software:

Windows PC applications (Word, Excel, PowerPoint), MS Office tools, Tivoli/

MAESTRO, Cronacle, HP SIM (Systems Insight Manager), HP CIM (Compaq Insight

Manager), System Performance, Microsoft Exchange Administrator, HP

OpenView, NetIQ AppMananager Control Center, HP OpenView Storage Data

Protector, Networker Management Console Legato, Smarts InCharge Global

Console, CA Manager, TSO, IDMS, CICS, DB2, TCPIP, JCL, VTAM, NETVIEW,

OMEGAMON, JES2, IT/O (OpCenter), HP OpenView Service Desk Client, Picasso

(REMEDY), Peregrine, Heat, Veritas NetBackup, OmniBack, STK SILO Automated

Tape System, VCI, ExecView, Change Management and Incident Management.

Operating Systems:

MVS OS/390, NT, and HP/UNIX

Hardware:

IBM Mainframe, Intel, and HP 9000

References:

Upon Request.

Contact this candidate