Resume

of

Donald Thomas Powell

Job Related Summary:

1+ years of experience in RAID, update servers.

2+ years of experience in Customer Service.

2+ years of experience in inbound call, troubleshoot, configure and tickets.

Call Center Technical Support: 79%.

Data Entry Alpha Numeric [Onscreen]-9338: 100%.

Office Grammar and Spelling: 72%.

Local Candidate.

Good Communication and interpersonal skills.

Summary:

Ability to handle and resolve queued tickets via Service Central to assist engineering team’s changes for existing hardware requirements.

Update management of any unresolved issues. Ensure updates and changes done in timely manner or schedule down time needed to accomplish tasks.

Experience in AS/400 iSeries environment, proficient with AS/400 technologies.

Excellent organizational skills in running of system jobs and processes to meet or exceed daily operations tasks.

Ensure night run completes in timely manner. Informed management, systems users and programming personnel of any errors and or problems with job processes and or equipment.

First line technical support of scheduling of batch jobs or report distribution issues.

Update operations procedure(s), manuals as needed. Complete systems backups, restores, IPL when necessary and schedule to ensure system availability.

Maintained tape library, offsite storage reports of tapes, on-site tapes and tapes returned from offsite storage to be recycled for reuse in a timely manner according to guidelines.

Run a complete system save option and install PTF’s. Run and monitor all FTP processes to completion and log as necessary for turnaround.

Ensure all servers up and running for accessibility, if not take proper corrective action.

Run and monitor all batch applications and take corrective actions when needed for normal job completion.

Edit and process both batch and test applications where applicable.

Maintain system wide availability 24/7 365 coverage with required shift rotations as needed.

Ability to effectively present information and respond to questions from executives, peers and all in-house and external customers via telephone and email.

Ability to read, follow and develop operating instructions and procedures.

Key Skills:

ILO/HP Servers, IDRAC/Dell Servers.

Update Bios/Memory/Configuration changes as needed/Hard Drives.

Inventory control/Tagging and location of hardware assets.

Hardware/decommission/location moves/updates as needed per engineering teams.

Tape management for offsite storage at Iron Mountain.

IBM Certified Specialist AS/400 Associate Systems Operator, 2001.

OS/400 Control Language (CLP).

CA/400 Operations Navigator.

IPDS printing, Xerox high-speed docu-print printer, IBM impact printers.

IBM 340/3590 tape libraries, auto loaders.

QualStar 8000 tape libraries.

Helpdesk/Heat/Service Central.

Veritas/NetBackup.

Robot Help Systems software, Scheduling, Save, Reports and Console.

Handle Router/Switches/Controllers, Devices and TCP/IP.

Integrated Lights Out software for servers.

Inventory control AP/AR processing/Payroll.

Shipping/receiving processes.

Education:

San Antonio College, San Antonio, TX.

Utah State University, Logan, UT.

oMajor: Business Administration

oMinor: Accounting

Professional Experience:

GT Distributors, Inc.

2545 Brockton Dr., Suite 100

Austin, TX 78758 July 2014 – Feb 2016

Responsibilities:

Process all web orders in a timely manner. Contact customers concerning billing and payment issues. Process all internal purchase orders in a timely manner. Address problems with supervisor as needed. Save all files to specified drive for purchases. Send email correspondences as needed for orders unable to fulfil due to lack of inventory. Update notes for all orders as needed. Assist supervisor with special projects as needed.

AMD (Advanced Micro Devices),

5900 E. Ben White Blvd., Bldg. # 3

Austin, TX 78741 July 2012 - November 2013

Data Center Operations Support

Responsibilities:

Handled multiple Technical Support Centers worldwide (US, India, China, etc).

Initiated and completed daily walk-thru of data centers server rooms to log servers with incidents.

Created and updated tickets with current issues. Storage teams would give permission to update servers as needed, hardware, ram etc.

Updated IP configuration, Raid, Bios, Software when necessary.

Worked with management teams to update asset locations.

Shipped/received all hardware when requested.

Answered all phone calls concerning hardware issues and closed out tickets in the queue.

Decommissioned servers, (powered off) when no longer needed.

USAMCO,

West Lake Hills, TX 78746 November 2006 - April 2010

AS/400 Night Operator

Responsibilities:

Ensured the night run completed normally, contacted appropriate staff when necessary.

Ensured backup tapes sent offsite storage facility.

Answered all phone calls concerning processes, print, user profiles and reports.

Printed and routed all necessary reports.

Printed and routed all company checks to appropriate departments.

Updated unresolved incidents to management and turnover logs.

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