Manager Technical Support

LINDA K. LYNCH

Warrenton, N.C. ***** 804-***-****

https://www.linkedin.com/linda-lynch ***********@*****.***

SUMMARY

Degreed Information Technology Professional.

Expertise includes experience with financial institutions, call centers, and manufacturing.

Have worked in a variety of support positions, such as Distributed Batch Operations, Mainframe Computer Operations, Technical Analyst, Systems Analyst, Application System Administration and Network Administration.

Team member of various versions of Windows client/server rollouts.

Effective communicator across all organizational lines and can find the simplicity in complex business structure and integrating end-user needs into system requirements.

Experience includes Network analysis and design, SDLC, telecom, demonstrations, applications, installation, implementation, technical writing/documentation, and client training.

EXPERIENCE

Capital One 2013 – 2016

Through Apex Systems, Inc., 2013 – April 2016; Full-time employee April 2016 – December 2016

Distributed Batch Operations Support Specialist II (March 2015 – April 2016)

Monitor DDE Batch jobs that have failed via HPSM.

Triage and resolve failures utilizing such tools as: PuTTY/UNIX, Tidal, Sterling, Resolve and Teradata queries.

Monitor critical job path, verifying their success.

Monitor disk space utilizing various UNIX commands.

Respond to adhoc requests.

Exhibit detailed understanding of application functionality to support production jobs.

Monitor production jobs to anticipate and identify potential problem abnormalities engaging the correct team for permanent fix.

Monitor and report failure to meet service requirements at the earliest sign of a problem consistent with Service Level Agreement.

MVS Mainframe Computer Operations Specialist (March 2014 – October 2014)

Monitored production jobs that were processed across the computing environment platforms.

Monitored critical path jobs and verified their success.

Monitored consoles, performed IPLs and assisted in Mainframe releases by utilizing the Changeman release management tool as well as JCL, CICS, TSO and other Mainframe Utilities.

Responded to adhoc requests for inserting request jobs into the scheduler by utilizing enterprise scheduling packages such as: BMC Control-M, CA-7 or TWS (Tivoli Workload Scheduler).

Exhibited detailed understanding of application functionality to support production cycle monitoring.

Monitored production systems to anticipate and identify potential problem abnormalities as well as proactively identifying production risks.

Monitored and reported failure to meet service requirements at the earliest sign of a problem consistent with Service Level Agreement.

Network Administrator II/McGuire Woods, LLP (August 2013 – January 2014)

Monitored, reported and made corrections when required, to all service and performance levels to Enterprise Network, application, hardware, security, telephony, data backup and data center/office environments using the provided tools for performance, event and capacity management such as SCOM (Microsoft, Systems Center Operations Manager), Solarwinds Orion NPM (Network Performance Monitor), BMC (Magic) Service Desk Express, PuTTY Terminal Emulator, Citrix XenApp, RDP (Remote Desktop), HealthCheck (PowerShell Script), Shadow Copy/DMS, AD (Active Directory) RSA SecurID and Cisco Unity.

LINDA K. LYNCH – ***********@*****.*** PAGE TWO

Reviewed and followed up to ensure issue remediation was complete and coordinated remediation plans for enterprise wide system issues.

Assisted in the creation of technical documentation as well as in the development and maintenance of applicable business processes.

Assisted in the design, implementation and administration of tools in the support of event, capacity, performance and incident management.

Project Coordinator/Capital One-ITO Enterprise Backup (April 2013 – August 2013)

Managed Change Orders via HPSM Configuration Management for Backup, Primary and Secondary storage allocations, migrations and DR tests.

Coordinated the schedule for the Change Orders, verified for completeness, the assigned the Change Orders for the various teams to the members for implementation.

Logged on to servers via CommVault to confirm if requested backup services were already in place if applicable prior to pushing Change Order forward..

Ran various Storage Policy Reports for Management for the purpose analyzing File System Duplication in order to remove redundant data during backup to reduce the amount of disk space required to store data.

Strategic Staffing Solutions August 2010 – August 2012

Systems Administrator II/Capital One-Global Finance IT

Provisioned the requested access and the deletion of users to the numerous Corporate Banking Applications.

Documented process and procedures to be employed by Corporate Solutions IT to be used for administering security rights within each application.

Defined and formalized the process by which IT administered correspondent banking and trading applications in order to reduce redundancy.

Documented all changes effectively and communicated all changes efficiently, for implementing new user (and system administrator) requests, password, certificate and PIN resets by specific applications

Audited all systems and applications on a semi-annual basis to alleviate potential risks.

Apex Systems, Inc. October 2007 – December 2009

Systems Analyst II/Wachovia Securities-CIS Access Controls

Provided Network Active Directory Network Domain and Backoffice access for end-users.

Troubleshot and resolved access and functionality issues for all applications, including but not limited to Active Directory, Windows NT4, 2000 and 2003 domains and the Thomson Financial suite of products

Network Administrator II/Wachovia Securities-TDS NOC Infrastructure

Provided network and server support for devices on the Wachovia Securities branch and home office network.

Change control administration with a working knowledge of Cisco network equipment.

Network and server projects providing technical support and project management for assigned projects of network and server devices.

Network and server monitoring for latency, outage issues and performance via MOM (Microsoft Operation Manager).

Troubleshot network problems involving servers, printers, and tape backup systems and procedures with a working knowledge of Trend, Norton AntiVirus, Veritas and Tivoli (TSM-Tivoli Storage Manager) backup software.

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QubicaAMF Worldwide, LLC May 2006 – July 2007

JD Edwards Applications/Technical Support Analyst

Assisted end-users with all facets of JD Edwards within a Windows 2000 and XP environment, regarding Information Integrity; Data Testing.

Setup Menus and Menu Options, Changes; created and debugged WorldWriter and E-Dash Reports.

Wrote and updated technical, training and troubleshooting documentation.

Set up and added new users, deleting and maintaining the user profiles on Exchange 2007 server.

Set up and modified user accounts for the Blackberry/email applications.

Performed technical troubleshooting and problem resolution involving LAN/WAN/VPN Remote connectivity, Blackberry/email connectivity issues, desktop applications, desktop configurations/ghosting/imaging, hardware issues and password issues; following established policies, procedures, and guidelines for logging, escalating, dispatching and following up on problem tickets in the firm standard problem management system, providing exceptional service to all customers, focusing on solving their issues or escalating to other resolver groups.

Wachovia Securities August 2001 – May 2006

Technical Support Analyst II

Performed technical troubleshooting and problem resolution involving LAN and Remote connectivity, desktop applications, desktop configurations, hardware issues and password issues; logging, escalating, dispatching and following-up on issues as needed.

Responsible for ensuring end user configuration and connectivity on the Exchange 2000/2003 server.

Communicated potential outage information to appropriate resolver groups.

Assisted in writing and updating technical, training and troubleshooting documentation

TECHNICAL

Operating Systems Windows OS

Software and BMC Control-M, UNIX, PuYYT, Teradata, Tidal, Sterling, Resolve, SQL,

Applications Mainframe/JCL/TSO, CA-7/TWS, Rumba/Beta, Backoffice, PICCT, Enterprise Direct, Janna, Wisdom, BondDesk, BetaLink, Microsoft Office, Adobe Acrobat Reader and Distiller, Exchange, Outlook, Outlook Express, Lotus Notes, Blackberry, Visio, Active Directory, JD Edwards, PeopleSoft, Remedy/Capture, Enterprise Instant Messaging, Skype, SmartStation, ILX and Wire Printing, HP Service Manager, Simpana CommVault, MOC, and MOM (Microsoft Operations Manager), HPSM and HPOM

Data and CISCO Routers/Switches/Hubs, TCP/IP, Telnet, FTP Programs, Cisco VPN,

Telecommunications Remote Desktop Access, NetMeeting, Citrix, PC Anywhere, Dial-up Networking, Skinny Remote/WTS

Hardware PCs, Apple MAC, IBM, Dell and AS/400 Servers, HP Tape Backup Unit, HP Print Servers and Printers, HP Jet Directs, Scanners, Copiers, Faxes, Desktop PCs, Laptops, Handheld PCs (Intermec Scanning Guns, Overhead Presentation Projectors/Laptop/PC connectivity, NT Servers, and Crossover and Patch Cables

Web Technology HTML, Dream Weaver, Front Page, Internet Explorer, Mozilla Firefox, Google Chrome

Storage and Security Windows and Norton Firewalls, RACF (IBM Resource Access Control Facility), Symantec/Norton, MacAfee, AVG and Trend Antivirus, Symantec Veritas Backup, IBM Tivoli Storage Manager, CommVault

EDUCATION

Master of Science in Computer Information Systems, Strayer University

Bachelor of Science in Computer Networking, Strayer University

Applied Associates of Science in Business Administration/Accounting, Fayetteville Technical Community College

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