Customer Service Manager
Resume:
Kenneth R. Kunz
810-***-**** acru1b@r.postjobfree.com
Mainframe Computer Operator
Technical professional with 25+ years of progressive experience in mainframe operations and operations management, providing customer service, problem resolution, technical planning, and supervision of technical staff. Proficient in MVS and JES operating systems, CA7/ESP scheduling, UNIX, Ingres database, and MVS/JESII SME. Offering solid leadership, communication, organizational, and interpersonal skills, with experience working with people from a diverse range of backgrounds. Self-motivated, with the ability to multi-task independently in a high-pressure, time-sensitive environment.
CORE COMPETENCIES
System Monitoring Failure Documentation Corrective Measures System Maintenance
Status Reporting Teamwork Verification Procedures Performance Monitoring Leadership
Incident Response Service Level Management Continuous Process Improvement
WORK EXPERIENCE
STG/CHRYSLER 2014 – 2015
Operation Manager APR - JAN
Oversee day-to-day activities of 24x7 mainframe operations and production control, with accountability Ensure consistent adherence to Service Level Agreements (SLAs), reviewing requirements routinely with business partners.
tEstablished and supervise automation group; hold weekly meetings to discuss projects and testing procedures.
tMonitor the work of offshore staff, review daily status reports, and address abends.
tManage flow of communication between application staff and offshore staff, serving as liaison and conveying operational changes to all staff members.
tReview software requirements for future organizational plans to ensure that mainframe systems can accommodate growth.
SSS/BCBSM 2014
Shift Lead, Weekends FEB - APR
Operated and manage mainframe in 12-hour shifts on Saturdays and Sundays, with additional responsibility for filling in during staff breaks.
tVerified batch completions and provided documented status to weekday team on Mondays.
tSuccessfully reviewed and completed scheduled system changes.
tProvided Tier 1 technical support to resolve outages, working directly with operations manager.
tMaintained detailed activity log for all weekend shifts.
AT&T 2009 – 2013
Senior Specialist – Operations Project Manager (Midrange Mainframe) OCT - OCT
Managed midrange & mainframe operations in a UNIX/MVS environment, ensuring adherence to SLA, coordinating resolution of technical issues, and managing scheduled changes.
tAdministered LEIS I/T service midrange servers, oversaw application with CA7 scheduling and execution, and resolved LEIS application problems, including all batch restarts through CA7.
tInstalled and provided technical support on Citrix, RLP, and Ingres database.
tIdentified and translated business functional requirements using Req-Pro software.
tResolved data integrity errors and addressed internal customer requirements.
tIdentified and resolved risks associated with software changes by running test scenarios.
tVerified CA master calendar scheduled for accuracy through schedule scan of application.
AT&T 1999 – 2009
Senior Operations Analyst. JAN - OCT
Oversaw day-to-day activities of 24x7 mainframe operations, with responsibility for maintenance of the LFACS/SOAC application processing.
tTested and scheduled LFACS/SOAC batch jobs, using CA7/ESP software.
tLead Designer and developer of LFACS/SOAC scheduling conversion from CA7 to ESP.
tAssisted with software installation, modification, and testing.
tKey role in transition of SEast applications onto the mainframe environment.
tTriaged and resolved off-hour incidents, including P1 outages.
tAttended change management meetings to address and improve scheduled changes.
tImplemented changes and devised long-term solutions to technical problems.
tOptimized online application, saving $100K+ and improving efficacy of database backups; received special recognition for leadership in this project.
AT&T 1997 – 1999
Operations Analyst DEC - JAN
Operated mainframe system and resolved errors in a 24x7 production environment.
tResolved JCL/batch abends, modified applications, and corrected errors in processing.
tDesigned detailed CA7 scheduling packages to streamline applications.
ALLNET/FRONTIER COMMUNICATION 1986 – 1997
Data Center Manager SEPT - JAN
Managed day-to-day 24x7 data center operations, with responsibility for hiring and development of 22 employees, as well as policy and procedure development.
tInstalled tape robotic device, implemented DASD and D/R testing, and established quality standards based on Baldridge quality control principles.
tEstablished SLAs with internal departments and external vendors.
tProvided daily status updates to executive staff.
tCo-designed and built UPS for data center and customer service departments.
tMet daily with shift leads to review scheduling, changes, and issues.
tResolved outages and set up triage system for addressing severe (P1) system outages.
tChaired change management meetings involving application and mainframe staff.
tResearched and selected new technologies, including ESP & CA7 scheduling and Boole/Babbage software, to identify tools for better support of mainframe activities.
tContinually reviewed and analyzed processes, implementing changes to improve productivity.
tDeveloped and implemented “just in time” inventory process.
tReceived award for saving $100K+ in one year by reducing tape usage.
PROFESSIONAL CREDENTIALS
API Bronze Certificate, 2013
Leading with Distinction at Management Summit, 2013, 2012
IT UP Bronze Certification, 2013, 2012 2011
MVS/JESII Expert
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