Mainframe Support

TERENCE POOLEY

**** ********** ***** ****** *****, TX 75028

940-***-**** *****.******@*****.***

MAINFRAME SUPPORT ANALYST - I.S. OPERATIONS

Experienced IT professional with supervisory and technical skills in all aspects of Computer Operations

and support, including 16+ years as a shift manager. Offer outstanding team leadership and conflict

resolution skills. Possess well-developed interpersonal skills and the ability to motivate and direct others

in a supportive, cooperative team environment. Coordinate with management, cross-functional teams

and vendors in the execution of daily tasks and functions. Effectively manage shift personnel to

consistently meet and improve service levels. Thrive in deadline-driven environments. Strong technical

background with a solid history of delivering outstanding customer service

SKILL SUMMARY

Efficient Management Skills Excellent Communication Skills Vendor Relationships

Efficient Analytical Ability Excellent Technical Skills Written Correspondence

Change Control Management General Office Skills Counseling & Coaching

TECHNICAL SUMMARY

TSO/ISPF CICS HSM IMS DB2 SYSPLEX LPAR

TPX VTAM OPCA CA7 CA11 CA1 NETVIEW

MVS JES2 JCL IPL IBM utilities JHS Tivoli

UNIX VPN DNS TCP/IP FTP Lotus Notes GWI

Desktops Laptops Modems Scanners Routers Servers Windows

PROFESSIONAL EXPERIENCE

LEAD ADMINISTRATOR AUG 2010 – DEC 2014

WIPRO TECHNOLOGIES

Initially hired as a contractor to assist with the Neiman Marcus account. Hired as an employee the

following year. Working with incident and problem management in a distributed systems environment.

Assumed a leadership role for the offsite Operations team providing assistance with hardware that was

onsite. Implemented and coordinated scheduled weekend system changes. Performed scheduling

functions utilizing Tivoli.

ACCOMPLISHMENTS:

Ensured Service Level Agreements were met, including week-end and month-end processing.

Consistently exceeded 98% system online availability.

Demonstrated ability to satisfy users through analysis and problem resolution.

Recognized as ‘gotoperson’ for resolution of technical issues.

COMPUTER OPERATIONS SHIFT MANAGER MAR 1994 - APR 2010

NEIMAN MARCUS

Managed staff of three individuals in a multi-platform, service level intensive environment. Responsible

for the hiring, monitoring, training, development and performance of shift personnel. Informed upper

management and/or support areas of significant errors (loss of a system, service levels to be missed,

etc.) via Escalation Procedures and problem recording via GWI. Provided technical support and guidance

during problem determination and resolution. Collaborated with cross-functional teams to ensure optimal

use and availability of all systems. Implemented and coordinated scheduled weekend system changes.

TERENCE POOLEY PAGE 2

ACCOMPLISHMENTS:

Designated ‘Subject Matter Expert’ while department transitioned to sourcing company.

Ensured Service Level Agreements were met, including week-end and month-end processing.

Consistently exceeded 98% system online availability.

Streamlined production schedule and updated JCL procedures to increase system throughput.

Ensured shift personnel completed corporate-mandated training commitments.

Provided after hours support for Network, Help Desk, NT Client/Server and Website

environments.

First point of contact for internal user community.

Strong technical background with solid history of delivering outstanding customer service.

Genuine commitment to quality and customer satisfaction.

Initiated Shift Turnover report to continue communications for unresolved problems.

SENIOR COMPUTER OPERATIONS ANALYST DEC 1989 - MAR 1994

NEIMAN MARCUS

Provided first-level technical support for IT infrastructure supporting 10,000+ employees throughout the

United States. Investigated and resolved hardware, software and connectivity issues in a multi-platform,

service level intensive environment. Challenged to provide timely resolutions to support mission-critical

application users. Escalated issues as needed and maintained communication with cross-functional

teams as well as management when necessary. Earned solid reputation for resolving complex issues

and providing exceptional customer service. Promoted to manager for consistently meeting and

surpassing production and quality requirements.

ACCOMPLISHMENTS:

Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as

‘gotoperson’ for resolution of technical issues.

Achieved system online availability and investigated all system degradation issues.

Monitored nightly batch cycles and ensured critical batches were completed successfully.

REFERENCES

Don Rouze Sergio Dominguez, Jr. Nancy Sampson

Vice President, NM Direct & Contractor, Information Services Contractor, Information Services

Data Warehouse Systems - Wipro Technologies Wipro Technologies

Information Services 111 Customer Way 111 Customer Way

Neiman Marcus Irving, TX 75039 Irving, TX 75039

111 Customer Way 817-***-**** Home 682-***-**** Home

Irving, TX 75039 817-***-**** Cell 817-***-**** Cell

972-***-**** Office ******.***********@*****.*** *************@*********.***

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

Brett Kretzschmar Brent Faulk Thom Rouse

Project Manager Contractor, Information Services (formerly Customer Support

Neiman Marcus Wipro Technologies Analyst - Neiman Marcus)

111 Customer Way 111 Customer Way 972-***-**** Home (Pref.)

Irving, TX 75039 Irving, TX 75039 972-***-**** Cell

972-***-**** Office 972-***-**** Cell ********@*******.***

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

TERENCE POOLEY PAGE 2

REFERENCES

Don Rouze Sergio Dominguez, Jr. Nancy Sampson

Vice President, NM Direct & Contractor, Information Services Contractor, Information Services

Data Warehouse Systems - Wipro Technologies Wipro Technologies

Information Services 111 Customer Way 111 Customer Way

Neiman Marcus Irving, TX 75039 Irving, TX 75039

111 Customer Way 817-***-**** Home 682-***-**** Home

Irving, TX 75039 817-***-**** Cell 817-***-**** Cell

972-***-**** Office ******.***********@*****.*** *************@*********.***

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

Brett Kretzschmar Brent Faulk Thom Rouse

Project Manager Contractor, Information Services (formerly Customer Support

Neiman Marcus Wipro Technologies Analyst - Neiman Marcus)

111 Customer Way 111 Customer Way 972-***-**** Home (Pref.)

Irving, TX 75039 Irving, TX 75039 972-***-**** Cell

972-***-**** Office 972-***-**** Cell ********@*******.***

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

Contact this candidate