BEVERLY BROTHERS

Conway, AR ***** 501-***-**** acxj5m@r.postjobfree.com

Professional Summary

Quality-driven Technical Support Analyst with extensive experience in IT Operations, including DOS, MVS, and Open Systems Platforms. Demonstrated expertise in job scheduling tools, incident management resolution, and customer service / support. Proven effective in being a mentor and coach providing group as well as one-on-one training / documentation, and communication. Recognized for being an excellent troubleshooter, flexible, and a quick learner. Superior track record of leadership skills as Team Leader of an Operations team of 12 associates. Technical skills include: Event Manager, Icinga, Silk Performer/TM-Art, Introscope, UNIX, Linux, SOAP, PowerPoint, Word, JIRA, CA Service Desk, MS SQL, MySQL, DOS/MVS mainframe JCL, Quickjob, FTP.

Professional Experience

Teletech, Sherwood, AR

Dell Sales Team Manager (February 2016-October 2016)

Lead a team of Account managers Responsible for building strong relationships with accounts (via telephone) and ensuring a strong customer experience with existing and potential customers in over 37 states.

Coach a team focused on new account development and/or expanding existing accounts.

Provide Coaching Action Plans once a month for each team member to maximize their Customer facing skills.

Help each team member to reach their sales goal for the month and satisfy the customers with the perfect fit of Dell computer products from laptops to firewalls.

Dell Product Specialist (September 2015-January 2016)

Provided Product knowledge expertise to Dell Account representatives for sales to Small and Medium businesses.

Helped with Sales of Dell Enterprise Products such as servers, switches, and firewalls.

Trained Account representatives on Tools/Applications to assist with finding the correct products for customers to purchase.

ACXIOM, Conway, AR 1983 – 2015

Expert Technical Support Analyst (2007- 2015)

Participated on Major Incidents by facilitating calls, taking detailed notes, and performing technical functions, and sending alerts.

Provided Tier1 and Tier2 support and incident management for internal and external customers and was responsible for escalations when needed.

Provided restores of data using Veritas Net backup Application.

Added and removed servers from Pools/VIP’s in BIGIP, ACE, and A10 load balancers for Network.

Trained and provided documentation for the Incident Management Team including one-on-one sessions.

Managed the server/grid including service cycles and reboots for >1,500 Production servers and additional testing and development servers. Performed hands-on support for the servers including system boots and resets.

Accessed as one of only five Associates the root security to >1,500 Production servers.

Resolved in the last quarter of 2014 along with the Incident Management Team 12,957 incident and request tickets.

Prepared and published 25 Incident Reviews as a result of Major Incidents that occurred between November, 2014 and April, 2015. Opened CA Service Desk and JIRA tickets for each Major Incident for tracking problems and Root Cause reports.

Performed 2 hour training session with 20 Incident Management Team Associates on “Resolving Events for Scoring Service” using the Acxiom Event Monitor and Icinga monitoring tool including providing UNIX/Linux commands to resolve the incident.

BEVERLY BROTHERS PAGE TWO

Professional Experience (Continued)

Ensured 20 Associates could access and use the JIRA ticketing application to open tickets to other groups within Acxiom appropriately.

Received Incident Management Team Impact Award (2014).

Updated and conducted inquiries / searches to Metadata databases.

Provided security and access administration for Nexus Job Scheduler.

Traveled to New Jersey for five weeks to train with an Outsourcing customer on their monitoring tools and Incident Management processes.

Provided 24 x 7 on-call support for Incident Management team.

Data Center Operations Analyst / Production Systems (1993 - 2007)

Performed extensive BMC product administration (Control-M, Control-R, and Control-O) which included supporting, coding, and testing of changes and upgrades to BMC products.

Administered Apex and Navigate job submission tools which included GUI changes as well as Metadata changes and Updates.

Oversaw downloads, updates, and Software System changes and Configuration updates to Acxiom grids.

Applied extensive JCL coding for both DOS and MVS operating systems including coding for Navigate job submission application.

Conducted classroom training and education for associates in Fade Training, Acronyms, TLMS, JCL, and Control-M Product Suite. This training included training at various Acxiom sites.

Prepared a PowerPoint slide presentation and presented it to the new hires during orientations.

Provided grid support including but not limited to RPM updates, configuration changes, and manipulation of nodes with the Grid.

Administered the Data Center Automation software for Shared Mainframe.

Conducted one-on-one training with Command Center associates including Job Scheduling tools and BMC products which included preparing the training documentation.

Maintained the trouble shooting and resolution of Acxiom products supported by the team.

Wrote as a team member the mainframe JCL to convert a List Order Fulfillment System from DOS platform to MVS platform winning an award from Acxiom for this accomplishment.

Supported Quickjob code used to schedule / monitor jobs in BMC Product Suite.

Computer Operations / Operations Team Leader (1983 – 1993)

Mounted round reel tapes and cartridges for Data Processing.

Started and monitored DOS and MVS job processes until job completion.

Balanced work across several DOS and MVS systems to achieve maximum thru-put.

Provided leadership for a team of 12 Associates.

Performed quarterly reviews for 12 Associates which included written and one-on-one feedback.

Communicated with Support teams when incidents / outages occurred to resolve the problem with minimal interruptions to process and job flows.

Performed IPL’s and system shutdown / restarts on both DOS and MVS systems when incidents occurred and during a weekly downtime and maintenance window.

Attended leadership meetings during off shift hours and communicated new information to team at the beginning of every shift to ensure all communications were shared with the team.

Monitored lines, links, NJE lines, file transfers and CICS regions for Acxiom external clients.

Education

Diploma, Computer Operations

PULASKI TECHNICAL COLLEGE, North Little Rock, AR

Training

Certificate, ITIL V3 Foundation for Information Technology Service Management

Zinger Miller Training

ACXIOM UNIVERSITY, Conway, AR

Volunteer Activities

Participated in relief efforts with tornado clean-up

Planned and organized church fundraising dinner for Haiti earthquake relief efforts

Planned and organized church fundraising dinner for Church camp attendees.

Active in local church through organizing, planning and speaking at ladies brunches

Local church class teacher

Leader of Children’s Church

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