Customer Service Manager

Kevin Carvatt

*** ***** ***

Canton, GA *****

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

770-***-****(home), 678-***-****(cell)

SUMMARY

A motivated and dependable Data Center Professional with proven communication, training and

leadership skills within the Mainframe production control environment. In a fast paced, 24/7

production environment, has shown the ability to work under pressure and for utilizing trouble

shooting techniques to maintain systems and applications. Demonstrated skills interpreting verbal

instructions from application programmers to solve problems and improve processes. Is a focused

team player who takes ownership of projects and challenges to complete work and maintain

production systems.

• •

Monitoring and Resolving Problems Change Management

• •

Mainframe Batch Processing, Trouble Shooting for JCL Problems

•

manipulation and prioritization Training Employees

• •

Team Leadership Alert/batch/online monitoring

• •

Incident management and Monitoring of transmissions and batch

escalation flows.

• •

System performance monitoring and Interaction with external vendors and

management (initiators, input transmission partners

queues, CPU utilization)

TECHNICAL SUMMARY

SOFTWARE AND OS/MVS, VM(virtual machine) systems, DOS and Window

MAINFRAME OPERATING Applications, Change Management, BEM, Tivoli, Lotus Notes,

SYSTEMS Oracle, Sysout, Remedy, BMC Event Manager,

CA7, CA11, CA/ESP, Maestro(Tivoli Workload Scheduler z/os)

MVS, JCL, JES3, TSO/ISPF,

IBM OS/390, Windows/Unix Servers.

PROFESSIONAL EXPERIENCE

NEW YORK LIFE INSURANCE COMPANY 1977-2012

Computer Operator 2002-2012

• Possesses excellent troubleshooting techniques and has good working knowledge of

distributed/mainframe batch procedures using JCL.

• Has knowledge and ability to modify simple JCL statements.

• Monitored Maestro 8.5, CA-7 and CA/ESP for Mainframe Batch Processing and

Distributed Batch Processing, resolving job failures and submitting Ad-Hoc jobs.

• Maintained Online/INET Applications for IVR, Cyberlife, NB21, CTP, DB2, Agency Portal,

AWF, GDS, and Virtual Service Center using Tivoli, BEM and Remedy.

• Skilled with CA's Workload Automation (ESP) and BMC's Event Manager in an IBM

Mainframe JES3 Environment.

• Has in depth knowledge of a first class data center operation.

• Knowledgeable in JES3 and TSO/ISPF commands used in monitoring batch production

and can troubleshoot, debug and correct JCL syntax errors.

• Trained in basic and advanced ESP operations and functions.

• Experienced with daily, weekly, monthly and annual production requirements, pertinent

reports, and turnover logs.

• Assisted in Scheduling, Transmissions and Change Management.

Senior Peripheral Operator, Print Management/Distribution Systems (PMDS) 1990-2002

• Operated IBM Bowes Info Printers 3800/3900 Series with Troy attachments.

• Performed Production Quality Control.

• IBM Infoprint 3900 with Troy attachments, Pitney Bowes Mail Inserting systems,

Bell and Howell Mail Inserting and High volume Mail sorting systems.

Tape Expeditor/Lead Operator

1985-1989

• Operated Mainframe computer console and peripheral equipment for routine and regularly

scheduled jobs.

• Supported and maintained IBM Tape drives and Silo systems.

• Labeled output and performed routine maintenance.

Mailroom Operator/Shift Manager/Mail Chief

1979-1984

• Operated and maintained Pitney Bowes, Bell and Howell Mail inserting machines.

• Delegated mailing, folding and decollator machine operators to daily responsibilities.

• Insured all letters billing and checks were properly handled and ready to mail to

customers.

Supply Clerk

1977-1978

• Routinely filled and shipped invoices for agents and General Offices with proper inventory.

• Operated forklift and other shipping equipment.

EDUCATION

High School Diploma, North Hunterdon Regional H.S., Annandale, NJ

PROFESSIONAL DEVELOPMENT

Diversity Training, Customer Service, Internet Security

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