Shawkat N. Choudhury
**** ****** ******* **. **** Worth, TX 76244
Cell=913-***-****
Email address: ********@*****.***
Objective:
To obtain a position to utilize my education and experience that will contribute to the success of an organization.
Relevant Knowledge & I/T Capabilities:
Knowledge of the following Distributed tools: Aperture, Alarmpoint, Citrix, BSM, Netcool, HMC alerts, NICE systems, Speedswitch and ServiceNow.
Knowledge of JOB structure using TWS (Tivoli Workstation). Batch recovery: demanding in Adhoc jobs, restarting, etc.
Understanding of chronic/repetitive incidents or alerts, and of multiple alert correlations.
Ability to monitor multiple screens.
Ability to troubleshoot issues and escalate them in a timely manner.
Knowledge of following: ISPF, TSO, JCL and MVS.
Knowledge of a variety of software packages including Microsoft Word, Excel, PowerPoint and Outlook.
Desktop assistance
Quick at understanding new environments/concepts and implementing them.
Detail oriented and organized to function well in fast-paced, multi-project situations with calm and efficiency.
Comfortable working as part of a team or independently.
Flexible, conscientious employee with a positive attitude at all times.
Possess strong verbal/written communication skills.
Employment History:
CitiGroup – Global Command Center (GCC) – Irving, TX – 10/2013 – 4/2015
Service Monitoring Analyst
Performed highly effective monitoring in addition to event and fault management of the CitiGroup’s infrastructure and applications for the Americas, EMEA, and Asia Pacific regions by doing the following:
Mitigated potential or current business impact by taking immediate action in response to monitoring alerts while operating within the Command Center standard procedures by prioritizing Critical path and SLA.
Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation.
Record highly detailed incident descriptions inclusive of technical details and business impact into the Incident Recording system (ServiceNow).
Use TWS (Tivoli Workstation) to monitor batch abends, demanding in Adhoc jobs, restarting, mark complete, etc.
Received calls from internal clients or partners reporting business impacting high severity issues which require immediate engagement and immediately engaged the Command Center Management and Technical Support teams.
Use the monitoring systems to provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident.
Provided effective response when answering phone calls into the Command Center Hotline.
Assisted in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents.
Clark County School District – Las Vegas, NV - 2/2009 – 5/2012
Substitute Teacher
High School Math, English and Science.
Carvel Ice Cream – Las Vegas, NV - 3/2005 – 12/2012
Owner/Manager
Human Resources: recruiting, hiring, training and development, performance management, payroll, and scheduling.
Product management: ordering, receiving, pricings, handling damaged products, returns and problem solving.
Store business operations: managing profit and loss, safety and security, loss prevention, banking, and customer service.
First National Bank of Olathe – Olathe, KS - 9/1996 - 2/2005
Internet Banking Representative/ Loan review Analyst
Instrumental in the implementation of online banking system. Maintenance and support for the system.
Identify technical problems; take corrective action; escalate problems to second level via phone and/or email.
Responsible for the online availability to customers and handling all incoming online banking customer calls (i.e. customers need help re-setting password and other miscellaneous transactions).
Ensured timely response and resolution of customer issues. Documented problems and procedures.
Assist in the daily processing of online banking.
Experience in testing integration of online statements into online banking system.
Knowledge of online statement and online banking business practices.
Training co-workers on online banking system.
Analyze current credit data and financial statements of individuals and businesses to determine the degree of risk involved in extending credit for use in the loan decision-making process. Ensure all company policies, regulatory and compliance concerns and procedures are adhered to and implemented.
Respond to requests for technical assistance in person, via phone or remotely (diagnose and troubleshoot: online banking system, MS Outlook, password reset, etc).
Metmor/Mellon Mortgage Company - Overland Park, KS - 9/1993 - 8/1996
Mortgage Processor II
Reviewed residential loan applications to insure they are within specified criteria.
Analyzed income, assets, credit, real estate property appraisals, homeowner’s insurance, mortgage insurance, title commitments and loan conditions for approval.
Experience calculating Loan-To-Value (LTV) and Debt-To-Income (DTI).
Mariam’s Fashion, Inc. – Dallas, TX - 11/1992 - 9/1993
Manager
Manage all aspects of a small business, including human resources, accounting, sales, marketing advertising, and customer service.
Maritz Travel Company – Kansas City, MO - 1/1991 - 10/1992
Corporate Account Representative
Identify clients travel plans and negotiated favorable terms with vendors and ensured the client needs were meet and customized individual solutions based on client’s requirement.
Developed new clientele based on referrals from existing clients and leads from other consultants.
Metropolitan Life Insurance Company – Olathe, KS - 5/1989 - 10/1990
Account Representative
Ability to sell Life Insurance coverage over the phone and in person.
Additional Information:
B.Sc. Computer Information Systems - DeVry College, Kansas City, MO – 9/2002
B.Sc. Mathematics – University of Karachi, Pakistan – 5/1982
US citizen