Customer Service Technical Support

PASCHAL N. UDOM

**** ****** ***,

RALEIGH, N.C. *7604

919-***-****-cell *

acy905@r.postjobfree.com

OBJECTIVES: To obtain a position working in computer software environment, Data Center operations, systems support, systems Analyst, PC/field service Technician, or Application developer.

Hardware: EMC clarion CX series, EMC AVIION, MC Data directors, HP, switches, Batteries, IBM Printers, servers, bridges, ES6000, Brocade, Routers, Printers.

Software support tool: Win 2000/2003, XP, Win NT, IBM Personal communication,Perl, Aix, ZOS, zSERIES, Lotus notes, Database, SUN backup systems Admin, Linux backup system Admin, iSERIES,

NORTH CAROLINA ADMINSTRATIVE OFFICE OF THE COURT: 09/13/2014 – NOW.

DATA CENTER OPERATOR: JUDICIAL DEPT.

Monitored daily operation at the Data Center using MVS, TSO, ISPF.

Running a Batch backup and restores on a mainframe environment.

Monitoring the Lieberts cooling systems to ensure proper room temperature in the Data Center.

Keeping eye on the server and routers and wirings for maintaining connectivity.

Taking readings on the PDUs for maintaining power distributions.

Proper tape rotation and storage for disaster recovery.

CAREERMATCH SOLUTION: 08/2014 – 11/15/2014

TECHNICAL SUPPORT

Assisted Department of health and human services in transitioning from WINDOW XP to WINDOW7 . Project involved staging of personal computers PATCHING and deploying of those PC'S to offices as assigned. Also involved in installing printers and connecting them to the network. Prior to this project I did same with State Employee Credit Union Bank all over the state of North Carolina deploying window7 and connecting printers to the network.

VDART/HCL AUDIO/VIDEO/ WEB ANALYST 9/2013 - 12/2013

Applications support Analyst with HCL in a video/ audio environment.

Using Cisco Meeting place 5.3 to schedule meeting as requested by clients.

Also using meeting place Manager 7.1 for scheduling meetings and trouble shooting.

Transmitting audio and video over the internet protocol also called voice over IP

Operate tools that allow clients to hold meetings over the internet.

Assign, upgrade and troubleshoot ports and duration of meetings.

Maintain proxy server import and export certificates.

Watch over the pbx box and assign the right amount of Codec to reduce noise.

KELLY/DUKE DATA CENTER OPERATION ANALYST 5/2007 – 04/2012

Monitored daily activities at Duke University Health System on mvs platform, vms, hl7 (E*GATE) hummingbird.

Working knowledge of TSO, ISPF, OS/390, Z10, DASD, JCL, Control M, Control D.

Utilization of tape robots and interface with tape vendors such as IBM, HP, CISCO (both Hard drive and virtual)

Scheduled and ran daily jobs restores on different platforms and also rotate tapes for disaster recovery.

Mvs batch and scheduling systems ( Control m, control D).

Took a course at SAS Institute programming in Perl.

Server upgrade and loading of patches, creating partitions .

Basic knowledge of TCP/IP, DNS, DHCP).

Managed production jobs on HL7 a Unix / Linux command line prompt for E*gate systems.

Also monitored Tivoli monitoring tool in a 24/7 Data Center and reporting to administrators of any alert.

Generated trouble ticket using remedy and escalating when necessary.

Utilized BMC patrol and BMC Remedy to monitor devices performance and report to administrators accordingly.

Provide timely resolution of client systems, application program.

Monitored Network with web based application called SNMP (Simple Network Management Protocol).

Responsible for the installation, repair, configuration, maintenance and monitoring of all duke Hospital servers.

Experienced in Microsoft outlook and Active Directory.

Bachelors degree in computer Information Systems and has worked in that capacity for more than ten years.

PROFESSIONAL EXPERIENCE: CDI/IBM CONSULTING GROUP 4/20/2005 – 01/20/2007.

Provided technical support to a multi-platform, multi-vendor, Data Center operations.

Managed systems software and hardware to ensure proper execution, reporting and escalations of problem reports.

Generated reports and amendments for managers that were expedient to day to day running of the data center.

Generated trouble tickets to servers, routers and systems that are down, also followed such problem till the final resolution.

Analyzed operation activities through logs and made recommendations for changes where necessary.

Functioned as senior master console Operator for different platforms such as MVS, (mainframe), AS400, E-biz, DSM-OPS, and network operations.

Facilitated customer service requests and expedited responses to their complaints.

Involved in the training of new Operator across the five platforms to ensure effective and smooth running of the center.

Monitoring Servers through Tivoli/citrix, monitoring MVS,

VMS, HL7(egate), Horizon Med Manager, Spectrum, Remote desktop connection

Configuration Management Database, Meditech, Remote desktop Connection

GDH CONSULTING/MACTEC: 02/07/05 – 3/24/05

Computer Technician

Desktop configuration and setting up workstations for various employees.

De-Installed the legacy equipment and installed Dell Desktop and laptops.

Completed data migration using Altris creation software.

Renamed all the printers and computers in the network.

MANPOWER/SANMINA:

COMPUTER TECHNICIAN: 6/16/03 – 3/21/04

Computer Assembly; desktop and laptop built to specifications.

Troubleshooting to make sure the pc will work at point of delivery.

Parked the desktop into its shipping box and stacked on the pallet for delivery.

Examining pc to ensure quality of the product; making sure there are no scratches.

Engaged in the development of high quality computer for Israeli government which involved a re-move-able hard drive.

Configuration of the systems and installation of contemporary software.

SAS INSTITUTE: CARY.NC.

COMPUTER OPERATOR1 8/12/1998 – 4/18/02

Managed daily activities in a 24/7 Data Center environment.

Functioned as a master console operator in a multiple platform and multiple vendor environment.

Managed tape mounts and tape rotations for disaster recovery and protections.

Supervision of equipment and systems to ensure that they are powered on, and running efficiently.

Handled routine jobs from systems, application software, and occasionally will put it on hold or release depending on the situation on hand.

Also will assign initiators to allow a job run to clear the queue in an effort to manage the jobs in the log.

Facilitated customer service requests and expedited responses to their complaints in the way of escalation of tickets according to documentations.

Ran daily, weekly and monthly backups on MVS systems, HP, NT, VAX, VM, VMS, ES6000 Also used systems commands when necessary.

Assisted network support in replacing servers, hubs, switches during off hours.

Cut CDs for SAS application software, packaged and shipped to customers.

Monitor print queue, and printers for effective running of data center.

Setup work station to fit individual requirements e.g. sales dept.

Set communication software and hardware for Tele and video conference.

Unix backups, replacement of drives, building racks, changing of switches and commands.

Restart failed jobs and opening of problem tickets.

Use of lotus notes, Database, Managenow.

Liaised with manufacturers, service vendors, and careers to address equipment malfunctions and repair or replacements.

MANPOWER/SAS CARY, NC.

ASSISTANT COMPUTER OPERATOR

Pulling and mounting tapes for weekly and weekend backups.

Responsible for cutting software CD for delivery to our clients.

Submit and tracked jobs to make sure they meet deadline.

Performed UNIX backups and reported any necessary abnormalities.

Rebooted hardware systems for administrator at their request.

Distributed on-line fax to entire SAS Institute campus.

Scheduled necessary repairs with our vendors.

Configured computers and set up workstations for new employees to fit their specifications.

Supervised Hardware rooms including printer, Server rooms, batteries rooms, and tape mount areas to ensure they are working efficiently.

Liaised with procurement department for monthly inventory requirements.

MANPOWER/IBM RTP

Computer Technician Nov 1996 to AUG 1997

Assembled Desktop and Laptop computers, installing motherboards video and memory cards.

Troubleshoot assembly line for possible defect computers, and send them for debug.

Installation of software into the hardware systems and also was instrumental in the configuration process.

Parked the desktop and laptops into their boxes, stacked them on pallets for shipment.

EDUCATION:

SHAW UNIVERSITY Raleigh, N.C. 1984 – 1991

B.S. COMPUTER INFORMATION SYSTEMS.

Languages involved Basic, Pascal, Cobol I&II

3.28 GPA

Worked in the computer lab helping students with the use of computer and their assignment.

NORTH CAROLINA STATE UNIVERSITY Raleigh, N.C.

Mathematics, C Language, LIFE LONG EDUCATION 1995

References: Available upon request.

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