IT Analyst
Resume:
Gerald T. Green
Haddonfield, NJ 08033
215-***-**** **********@*****.***
PROFESSIONAL EXPERIENCE
Comcast, Philadelphia, PA 02/01/14 -
Consultant, Application Support, Technology & Products Production Support
* Managed and supported the day to day Problem Management operations pertaining to Cloud DVR (cDVR)/Linear products
* Provided leadership by designing and implementing the process workflow for Cloud TV platform Problem Management
* Performed troubleshooting and root cause analysis for Problem Management operations and fixes for their products
* Executed business communication processes regarding new problems to stakeholders
* Decreased the number of high priority incidents by 30 percent in one quarter
* Coordinated and facilitated problem resolution by engaging a variety of support teams
* Produced weekly/monthly Dashboard and KRI reports
* Reported issue and resolution status’ to executive management daily via morning Cloud TV scrum
* Coordinated with Change Management to track failed releases and identify fixes going into production that would resolve open Problem investigations
* Participated in the daily Change/Release Management Scrum reviewing that day’s maintenance and production releases
* Prepared executive summaries and After Action Reviews for high priority incidents
INDEPENDENCE BLUE CROSS, Philadelphia, PA 10/02/13 – 12/31/13
Consultant, Problem Management Coordinator, Operations Technology & Analytics (OTA)
* Developed and maintained the Problem Management process inline with ITIL
* Facilitated cross functional team meetings twice weekly to review Problem Candidates
* Liaised with problem/incident resolution groups to ensure swift resolution of issues to meet or exceed SLA/OLA targets
* Mentored junior members of the team
* Monitored Problem trending to link incidents and change records to existing Problem tickets
* Acted as a single point of contact for Problem Management activities
* Responsible for the coordination of releases (RFC) with Change Management to determine business impacts
AMERICAN WATER, Voorhees, NJ 10/15/12 – 10/01/13
Consultant, Sr. Process and Problem Management Analyst, Infrastructure & Operations
Facilitated the optimization of the Information Technology Services (ITS) Problem Management process
* Created the process management functions including the design, build and implementation of ITSM work flows which delivered high quality services to its clients
* Performed the day-to-day execution of the Problem Management process and was responsible for the implementation of improved process tools
* Specific responsibilities included: gathering and reporting metrics, monitoring the Problem record queue, facilitating conference calls to determine root cause or discuss recommendations, assessing Problem records and assigning them to the appropriate resolver groups for further investigation and escalating major issues using predefined process
* Provided workarounds to engineering and IT operations groups while maintaining a known error database
* Created and maintained the Problem Management SharePoint site
* Backup Change Control Coordinator; Facilitated the Change Advisory Board (CAB) meeting that discussed high-impact changes to the Production environment
* Backup Incident Coordinator; Facilitated Conference Bridge calls for high priority incidents, open incident records and assign to appropriate support groups for remediation
JPMORGAN CHASE, Wilmington, DE 12/29/11 - 10/12/12
Technical Consultant, Project Coordinator Card Services Production Services Tech Ops
* Key team member who assisted in converting 300 applications supported by the businesses to meet the technical and operational standards of production services.
* Assisted the various business support groups by setting up training for application monitoring, job scheduling, and change management as well as migrating some of those support functions to the Production Services team.
* Ensure that the developers deliver work that meets production Services standards.
* As a member of the core project team, attended various project meetings and ensured that the business development teams understood the requirements while working within a project plan and timeline.
* First point of contact for production services for any questions or concerns raised by the businesses or development teams.
* Performed Change, Incident and Release Management activities for the Production Services team.
* Member of the Change Advisory Board (CAB), reviewed and approved Change Control Records including implementation/backout plans.
* Provided 1st level support for incidents that were escalated from the Service Desk.
CITIGROUP, New Castle, DE 06//11/07 – 10/28/11
Windows Server Manager/Senior Technical Analyst, Distributed Change, Release & Deployment Management
Released and deployed various hardware and application software changes from controlled environments into UAT and Production systems via Change Control process. Utilized Perl script for deployments and Infoman for Change and Incident Management.
* Worked with System Administrator to perform backup and disaster recovery operations. Monitored disk space and performance issues pertaining to the Release management stand-alone server. Resolved server performance issues by freeing up disk space and troubleshooting process issues
* Served as an approver for Change Control records, enforcing predefined release processes into production
* Performed up to 30 releases on a daily basis utilizing Change and Release Management processes
* Accepted software packages from development application teams, locked and archived software releases and migrated them to production machines utilizing Change Control processes on various Distributed Systems platforms
* Utilized Windows commands and Perl to support scripts and utilities that monitored or ran software migration tools. Cleaned up disk space and scripts to automate backup of Change Control staging servers.
* Provided off hour support to clients including nights, weekends and holidays
* Ensured that standardized methods and procedures were used for efficient and prompt handling of all changes to minimize the number and impact of any related incidents
* Created over 100 user accounts annually and performed deletion and configuration on Change Control Staging Server utilizing Windows manager
* Created and maintained a run book that was used internally by colleagues for day-to-day tasks
BANK OF AMERICA, Newark, DE 03/07/05 – 06/08/07
Technical Consultant, Bank Card Services, Testing Center of Excellence
* Created and supported multiple test environments for various bank applications
* Acted as first contact when environment and infrastructure issues were found; managed day-to-day activities performed in middleware environment
* Verified application interdependencies with regard to ports, middleware files, connectivity, DB2 regions and creation of user Id’s and server trusts
* Provided assistance to the test environment daily, via bridgeline telephone conferencing, for production support related environment needs
* Performed Websphere administration and start and stop middleware services in product-test environments
* Utilized Unix Shells (bsh, ksh), Perl and SQL to develop / support scripts that automated monitoring / running of batch jobs, data-load scripts and scripts to automate startup / shut down of tuxedo servers
* Supported UAT / SIT testers and production for various bank applications. This involved triage of production issues, resolving tickets, root cause analysis, scheduling jobs using maestro and working with CMVC (version control).
* Utilized test tools, such as HP Quality Center, to record and track all environment related defects through use of Quality Center Incident Tracking
THE PHILADELPHIA STOCK EXCHANGE, Philadelphia, PA 12/04/00 – 03/04/05
Analyst / Intranet Developer, Trade Data Access Systems
Developed and maintained pre-production and production code utilizing UNIX shell scripting, SQL and Perl.
* Maintained and administered Trade Data Access System, TDAS, Intranet website utilizing: HTML, UNIX Shell Scripting, SQL, Perl / CGI and JavaScript on UNIX platform
* Standardized, upgraded and analyzed on-line applications for Market Surveillance Department reports
* Generated reports used for investigating and preventing abusive, manipulative, or illegal trading practices on the Nasdaq Options Market PHLX
* Released software via standardized Change/release process
* Facilitated requirements gathering meetings with the various business groups
EDUCATION
E-Commerce Professional Certification Program, College of Evening and Professional Studies, Drexel University, Philadelphia, PA
BS, Kinesiology, Specialization in Athletic Training, College of Health, Physical Education, Recreation, and Dance, Temple University, Philadelphia, PA
CERTIFICATION
ITIL Foundations, v3
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