Technical Support Microsoft Office

William R. Staples

**** ***** ***** ****, ******, GA 30519

Phone: 678-***-****

Email: ***********@***.***

OBJECTIVE Seeking a challenging career that utilizes my technical and professional skills.

EDUCATION 1982 High School diploma • Lindblom Technical High, Chicago, IL

2006 Data Center Specialist Certificate • Gwinnett Technical College, Lawrenceville, GA

2016 Associates Degree • Software Development Technology • ITT Technical Institute, Duluth, GA

WORK HISTORY

10/11 – present Sr. Technical Support Analyst United Parcel Services Alpharetta, GA

09/07 – 10/11 MVS/OPS Console Sr. Tech United Parcel Services Alpharetta, GA

05/06 – 09/07 Production Control Sr. Tech United Parcel Services Alpharetta, GA

05/05 – 05/06 Prod Cntrl Analyst/Scheduler United Parcel Services Alpharetta, GA

11/04 – 05/05 Prod Cntrl Analyst/Scheduler Sapphire Technologies (customer UPS) Alpharetta, GA

11/00 – 03/04 Production Control Analyst CDI Professional Services (customer IBM) Atlanta, GA

02/99 – 08/00 Production Control Specialist CheckFree Corporation Norcross, GA

12/97 – 02/99 Information Systems Analyst CCC (customer DOAS/State of GA) Atlanta, GA

08/97 – 12/97 Production Support Specialist TelTech International (customer AT&T) Alpharetta, GA

07/93 – 07/97 Systems Administrator HBO & Company Atlanta, GA

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PROFESSIONAL EXPERIENCE

Installs and maintains desktops, laptops and peripherals.

Updates client and console machines, applications and license agreements.

Repairs/replaces desktops, laptops and peripherals as needed.

Repairs or replaces equipment and parts.

Deploys new operating systems.

Assures availability and proper operation of products for installation.

Tests installed products per department standards.

Completes installations and conversions in timely manner and with minimal disruption to customer.

Receives and images desktops, laptops, tablets, and other computer related devices.

Prepares or completes various forms, reports, correspondence, and other documentation, including help desk tickets, status reports, and incident reports; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Operates or uses various equipment, hand tools, and supplies in order to complete work assignments.

Operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, presentation, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Communicates with supervisor, other employees, clients, third party service contractors, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Directly managed three functional areas within the Information Services Data Center: Operations Analyst, Master Console Operations and Peripheral Operators; this includes the installation, maintenance, and support of the z/OS mainframe operating system and associated third party vendor software.

Batch Scheduling Analyst (ESP) for the daily monitoring of the distributed and Mainframe batch cycles.

Take action with job ABENDS and resolve JCL issues.

Plan and implement daily scheduling changes using current automation products.

Knowledge and understanding of the job flow of the Mainframe and distributed platforms.

Developed departmental processes and procedures for recovery and provided departmental education.

Created and supported multiple concurrent QA tests by developing, installing and executing a manual schedule using the change control software, then automating that schedule into production.

Provided first-line application support to troubleshoot and debug issues.

Created documentation of solutions implemented into production.

Provided second level technical support for new and existing applications.

Continually updating my technical and professional skills in today’s changing workplace by taking Java programming courses on the I.S. Learning Center classes (Skillport).

ACCOMPLISHMENTS

Wrote and implemented cross training documents to ensure operational efficiency.

Assisted in design, development and implementation of the batch processing for the multi-program EBT (Electronic Benefits Transfer) system. EBT debit card was implemented in Georgia in July 1997.

Received the UPS Employee of the Quarter Award for performing above and beyond the call of duty for October – December 2005.

SKILLS

All Windows OS & Dos Applications

LAPTOPS: Lenovo, Dell, HP, Toshiba

MVS/JCL

UNIX knowledge

TMON/Omegamon

OS/390 & z/OS

TSO/ISPF/SDSF

IBM Mainframe

IBM Utilities/JES2

CICS/IMS knowledge

CA-7 /11 (CA products)

ESP Scheduling software (Cybermation )

BMC software (Control-M, Control-O, Control-R, Boole and Babbage)

Microsoft Office Suite (2003/2007/2010/2013)

General knowledge of TCP/IP and Citrix

PC and LAN experience

VTAM knowledge

HDFS Ticketing System

WIPS, EARS, DSWOF, ICE, PDT

NETVIEW and NETMASTER

IBM Tivoli Enterprise

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