Stephen J. Elzey

Pennsauken, NJ

acxv2z@r.postjobfree.com 856-***-**** www.linkedin.com/in/StephenElzey

IT Technical Support Specialist/Incident Management

Passionate about providing world class service and quality product for customers

to achieve impeccable quality survey scores

Extensive experience supporting system operations on multiple platforms. Continuously propose and develop new techniques for process improvement for productivity and process efficiency. Using the ITIL Methodology to manage incidents and resolutions.

Detailed-oriented, analytical thinker with resourceful problem solving and troubleshooting skills. Demonstrate multi-tasking skills in high volume area, providing precise technical information to resolve simple to complex issues within service level agreements (SLAs).

Core Competencies

Product Support

Data Network Communications

Project Management

Product Process Improvement

ITIL and Change Control Methodologies

Process Documentation

Problem Identification and Analysis

Quality Assurance Testing and Troubleshooting

User Training and Support Tools

Disaster Recovery

Professional Experience

AUTOMATIC DATA PROCESSING (ADP), Moorestown, NJ

Technical and Application Management Specialist II 2009 – 2015

Supported over 350K clients on ADP EasyPay payroll platform on 38 IBM iSeries AS400 systems nationally. Supported all aspects of payroll process, from entering client payroll information, to processing, printing of reports and checks. Provided 24/7 product support.

Using the ITIL process, manage incidents from initial analysis to root cause and resolution and escalating the cases when appropriate.

oReviewed root cause analysis with production teams to provide accurate information to the end users.

oProvide work-around procedures to resolve issues temporarily while a permanent solution is developed.

oCreate and provide IT Post Mortem documents when necessary. Discuss the findings with the senior management teams.

oProvide weekly incident status reports to the senior management teams. Facilitated monthly meeting outstanding issues and next-steps analysis with the senior management teams.

oCreated monthly metrics and reports for distribution and discussion with department executives.

oStride to maintain a %99.9 SLA and survey score percentage rate on a monthly basis.

Created over 100 knowledge documents to assist with reducing preventable support calls and communications.

Served as a SME on multiple Process Improvement teams to provide valuable information that will effect changes to the system or features.

oAssisted the Quality Assurance teams with testing new products and system enhancements. Provided test data and requirements when needed.

Eliminated over 60 computer operations positions by using Help / Systems Robot automation products (Schedule, Network, Replay, Console and SEQUEL) to initiate hundreds of batch jobs instantaneously nationwide with less than 5 associates monitoring the system.

Stephen J. Elzey acxv2z@r.postjobfree.com Page Two

AUTOMATIC DATA PROCESSING (ADP) (Continued)

Lead Hardware Support Specialist 1998 – 2009

Supported 38 Production iSeries servers and Computer Operations. Provided 24/7 technical support for 38 individual AS400 systems across the country.

Collected, processed and monitored system performance data for all iSeries Servers, determining if more or less hardware or system upgrade was needed. Worked with upper management to decide right course of action.

Managed license programs and program temporary fixes for all systems, including operating system upgrades and Software License Keys for 38 production LPARS, ensuring up-to-date with software changes. No system hardware occurrences transpired with this method.

Met all SLAs, achieved no system downtime during peak processing and ensured all systems were processing at peak performance and proactive of all system hardware issues by coordinating hardware maintenance with IBM and the field.

Facilitated monthly meetings with operations managers to discuss changes to systems. Championed change request to team if viable.

Ensured 100% system availability for disaster recovery by performing full system failover tests and simulations for all systems in DC1 and DC2 sites and 2 annual failovers test (pull-the-plug).

Ran year-end processes quarterly, verifying government forms and calculations with Federal, State and local governments.

Previous Position Includes:

Computer Operations

Education

Computer Information System, DeVry University,

Cherry Hill, NJ, 86 credits completed towards Bachelor of Science (2017 Graduation)

Introduction to data Processing, Psychology and Business Organization classes

Middlesex County College, Edison, NJ

Management, Business Statistics and Public Speaking classes, Camden County College, Blackwood, NJ

Technical Skills

IBM iSeries and AS400 (Midrange) experience

CA ServiceDesk (IT Ticketing system)

HelpSystems Automation products for IBM i

IBM System I Navigator experience (i Access for Windows)

Experience with Network protocols: TCP/IP, FTP, and Telnet

Programing Languages: COBOL, Pascal, Assembler, JCL, Basic, C and SQL

MS Office

Professional Development

CompTIA A+ Certification

IBM Systems Technical Training

HelpSystems Automation for IBM i Operating Systems

Microsoft Office Suite in-house training

PMP v4 Certification (Currently pursuing)

ITIL v3 Certification (Currently pursuing)

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