IT technical support
Resume:
Vanessa Yount ! ! ! ! ! ! ! ! ! !
919-***-**** **1 Riggsbee Farm
********@*****.*** ! Cary, NC 27519 ! !
! ! ! ! !
PROFILE
• 19 years of experience in IT mainframe and distributed environments.
• Seeking an IT role with a company that embraces a person who possesses a passion for technology and
has an appreciation for the customer that uses it.
• Project Management relative to IT
• Recent courses: Introduction to Java and C#
• Currently enrolled in an A+ certification course
• Knowledge of government classified processing requirements and previously held US Government clear-
ances
• Consistently recognized by management and fellow committee members for superior performance in pro-
viding customer satisfaction and solving problems
!
• Adapts easily to changing technology
EXPERIENCE
Client Services Professional 2015-present
!
(H&R Block)
• Use H&R Block systems to schedule and confirm appointments, check in clients and match clients to the
optimal Tax Professional based on the complexity of their tax returns.
• Ensure payments are received for services performed and tax returns and checks are given to the clients.
!
• Handle all inbound/outbound phone calls to H&R Block office.
Distributed Systems Technologist 1997-2000
(Pratt & Whitney, United Technologies/Computer Science Corporation)
!
• Developed deployment processes for the delivery of software/hardware upgrades to the desktop.
• Managed hardware and software upgrade and migration projects.
• Interfaced with various business units regarding PC requirements and problems.
• Provided technical support for hardware/software issues.
!
Customer Interface Team Leader 1995-1997 ! Pratt & Whitney, United Technologies
• Served as a liaison between IT and the various business units at our company.
• Required a thorough understanding of the business unit's technological needs and communicated these
needs to the IT organization.
• Maintained the balance of meeting the customer's computing goals while at the same time meeting IT's
computing goals. These were not always aligned and required careful planning and management of the
! hardware/software deployments as to minimize the impact to the customer.
MVS Systems Programmer 1983-1995
!
(Pratt & Whitney, United Technologies)
• Installed, maintained, and administered RACF, JES2, and MVS on IBM mainframes. This entailed trou-
bleshooting problems, analyzing system dumps, working with IBM to resolve issues, and updating the sys-
tem software with fixes and maintenance releases utilizing SMP/E. Collaborated and coordinated with
fellow MVS/JES2 system programmers at remote sites for system changes, upgrades and migrations to soft-
ware and to the network.
• Wrote code in Assembly to to the MVS/JES2 environment to meet installation specific needs.
• Developed procedures and processes (Clists and Started tasks) to support the mainframe console op-
erators and help desk in tier 1/2 level support and to simplify their jobs.
• Interfaced with customers, both onsite and remote, to understand their computer needs regarding the op-
erating system, network, and 24/7 availability.
• Provided disaster recovery procedures, support, and testing.
• IT security administrator. Wrote and maintained Standard Practice Procedures (SPP) for classified comput-
er systems and worked with US DoD to ensure secure operating system and networking environments and
the physical security of classified systems. Routinely performed audits and validated that SPPs were being
! followed correctly with Pratt & Whitney security inspectors and the US DoD.
Business Application Programmer 1981-1983 Pratt & Whitney, United Technologies
!
• Supported and developed COBOL programs to meet customer requirements.
• Implemented changes to support problems and new requirements in a timely manner.
• Monitored production jobs in the job scheduling system to systems were operating as defined.
• Debugged software failures by analyzing system dumps .
• Understood the financial and business unit computing needs.
• Programmed in COBOL, Clist, and JCL.
!
MAJOR ACCOMPLISHMENTS
• Key contributor on team that consolidated two physical data centers between CT and FL. Received the
UTC Pratt & Whitney 1994 Leadership Award for this modernization project.
• Developed and implemented code for MVS and the JES2 subsystem to incorporate security requirements
required by DoD to provide additional protection of the network.
• Part of a team that introduced our customers/business units to web-based technology and how this tech-
nology could be applied to our company in 1999.
• Developed the procedures to deploy Office 97 across the campus.
• Received appreciation awards for the deployment of NT, Windows 95, Office 97 and for the successful
and timely deployment of over 600 desktop and laptop computing systems as a part of a company-wide
! initiative to migrate from a mainframe to a distributed environment.
!
PROFESSIONAL DEVELOPMENT
Arca Systems Network Security, IBM MVS/ESA SP V4 Technical Conference, IBM MVS/ESA - RACF Security
Topics, Windows NT 3.5, Windows NT 3.5 Advanced Administration, Managing Multiple Projects Seminar,
Office 97, Systems Management Server, Microsoft Certified Professional (MCP), Implementing Self-Directed
Work Teams, Administering Windows NT 4.0, Supporting MS Win NT 4.0 - Core Technologies, Internetwork-
!
ing MS TCP/IP on MS Windows NT 4.0, System Administration for MS SQL Server 6.5
TECHNOLOGY SKILLS
MVS, VM, NT, Windows XP, IBM 3090, IBM 4381, PC, MAC, Cobol, Assembler, CLists, HTML, IMS,
MS Access, TSO/SPF, JCL, SMP/E, SMS, Apple products, MS Office products, Photoshop Elements,
Quicken
EDUCATION
University of South Florida, Tampa, FL M.S. in Computer Engineering, 1989
Northwestern State University, Natchitoches, LA B.S. in Mathematics with emphasis in Computer Science,
!
1981
VOLUNTEER
• Treasurer Davis Drive Middle School
• Treasurer Riggsbee Farm Homeowner’s Association
• Vice President Riggsbee Farm Homeowner’s Association
• Managed Fundraising at GHHS for Marching band
• Publication design for local dance company
Contact this candidate