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Operations & Infrastructure Analyst

Harleysville, Pennsylvania, 19438, United States
January 16, 2017

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Richard Horne

*** ******** *****, ************ **. 19438

Home: 215-***-****

Cellular: 215-***-****


Seasoned analyst with more than eight years of experience in fast-paced insurance information technology. Excellent communication and technical skills. Track record of achieving exceptional results in customer satisfaction and productivity.


Nationwide Insurance, Harleysville, Pa

(August 2008 - Current)

ECC Data Center - Production Support Analyst - Infrastructure & Operations All around support for all I&O technology teams.

Front line liaison / first level support – callouts for alerts and incidents. Responsible for opening P0/P1 bridges supporting application and communicate impacts to enterprise. Consult with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems. Interfaced extensively with IT teams to provide immediate support on critical issues. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.

Print time sensitive claim checks on Xerox commercial printers. Reset and change employee corporate & offshore accounts/passwords. Reboot virtual machines using vmware tools.

Monitoring servers through SCOM, Avicode, and Solarwinds. Monitoring TWS Schedule and Informatica workflow

Monitoring Voip – Cisco UCM and UCCX/AQM/WFM (with Presidio) Monitoring NetBackup and restart failed backups, create tickets if needed and verify job complete successfully. File Restores using Avamar to users and trial divisions from daily and monthly backups – upon request from user or ITSD incident.

Manages HP Service Center & Service Now ticket queues ensuring SLAs are met. Opens cases with 3rd party vendors for incidents, advisory and risk assessments. Metric reporting communications to upper management. Monitor Mainframe batch jobs in t3270+ for failures and perform CICS password resets. Experience with multiple windows environments.

Surface level experience with linux and command line applications.


Computer software/ hardware experience:

Service Now Ticket ITIL Incident Management system HP Open View Service Center / Help Box / I Tracker Symantec Net Backup - VERITAS Data storage system

Quantum Scalar i500 TAPE Management + Disaster Recovery Help Storage Tek L700 – Loading scratch tapes

Solarwinds Network Monitor

Informatica Powercenter – Restarting workflows

VMware VSphere virtual machine system

QDirect document solutions

Active Directory password management

Microsoft Windows systems / Microsoft System Center Suite / SCOM / Office Suite Adobe X PDF / Photoshop

Work Related Training:

White Belt / Lean / CI / APRM

Skilsoft & Cornerstone IDRIVE CBT coursework & completion certificates / transcripts available.


Personal Skills:

Dynamic, proactive, multi-tasker, self-directed techno / functional professional for software support. Excellent follow up and interpersonal skills.

Enjoys software support and customer service work. Learn and apply new technologies quickly.

Analytical skills and problem solving skills.

Understanding of business and IT requirements.

Involvement in all aspects of the Systems Development Life Cycle.



Harrisburg Community College – Secondary School Diploma #1884420 - Harrisburg, Pa Venice Senior High School -Venice, CA

Saint Patrick High School Academy – Elizabeth, NJ

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