James West

IT Specialist – Banking

acxiox@r.postjobfree.com

Summary

Effective and productive in numerous IT positions and functions within the banking industry, preceded by four years military service.

Key Attributes: Innovative. Analytical. Methodical. Detail oriented. Process focused. Strong conceptual and design skills. Competent software administrator. Reliable.

Relevant Experience: Administration and technical support. Process design, development, and improvement. Change control and change management. REXX programming. Crystal reporting.

Previous Experience: Radio Intercept Analyst (U.S. Air Force Security Service, Top Secret clearance). COBOL Programmer. Program Analyst. System Analyst. Project Leader. Project Manager. Section Manager. Quality Assurance Manager (of entire System Development Life Cycle).

Experience

Retired

January 2013 - Present

Banking Officer / Senior Staff Specialist (Service Desk Operations Developer) at M&T Bank

March 2011 - June 2012

Provided remote administrative support of Service Desk Operations (located in Buffalo, NY). In conjunction with Service Desk Operations, managed consolidation of Wilmington Trust's ITSM (IT Service Management) and HEAT (Helpdesk Expert Automation Tool) into M&T Bank's HP Service Center. Modified JavaScript based forms, fields, scripts, links, and processes, during pre-conversion effort, in upgrade to HP Service Manager. Achieved ITIL Foundation certification in IT Service Management, gaining understanding of “best practice” IT / business service lifecycle integration principles.

Operations Officer / Senior Systems Administrator (HEAT/ITSM Administrator) at WILMINGTON TRUST

May 2008 - March 2011

Provided administrative and technical support of FrontRange’s HEAT and ITSM systems. (HEAT created and assigned tickets to appropriate support group. ITSM documented and controlled implementation of production changes.) Lead participant in upgrade of HEAT and ITSM systems from SQL 2000 to SQL 2005. Developed and executed SQL queries to archive old HEAT and ITSM data. Converted production support processes from Excel spreadsheets to HEAT tables and panels, enabling online entry of data and crystal reporting.

Operations Officer / Data Center Operations Specialist III at WILMINGTON TRUST

July 2003 - May 2008

Provided administrative and development support of mainframe AutoOPERATOR, CA Librarian, and eventACTION software tools. Interacted and interfaced with batch scheduling system. Responsible for process improvement of Data Center operations and lead participation in miscellaneous change management related tasks. Designed, developed, and enhanced multiple REXX programs and REXX based processes.

Operations Officer / Change Management Administrator at WILMINGTON TRUST

July 1996 - July 2003

Managed change management controls for all mainframe software applications. Resolved technical issues. (On call 24/7.)

Change Control Administrator at WILMINGTON TRUST

July 1993 - July 1996

Designed, led development and implementation effort, and managed new change control procedures. (Hired to lead resolution of audit deficiencies with existing control procedures.)

Previous Employment

Contract Programmer at PNC Bank

All phases of Systems Development at BANK OF DELAWARE

USAFSS

Skills & Expertise

Process Improvement. Windows. Microsoft Word. Microsoft Excel. Outlook. Microsoft SQL Server. Programming. Software Administration. Quality Assurance concepts and principles.

Education

Goldey Beacom College

Bachelor's degree, Business Administration and Management, General.

Certification

ITIL Foundation in IT Service Management (expired)

Bookkeeper

Payroll Advisor

QuickBooks Advisor (expired)

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