Technical Support Software

Timothy Dempsey

*** ***** ***** **. *******, GA *0076

Home: 770-***-**** Cell: 770-***-**** **************@*****.***

IMS System Programmer / Technical Support Specialist

System Programmer and Tier 2 Support Professional with twenty-plus years of experience supporting internal and client projects. Intensive knowledge of MVS Mainframe, IBM IMS Systems, and BMC, NEON, and Compuware products. Proactive self-starter skilled in executing multiple concurrent projects in challenging, fast-paced work environments. Expert-level troubleshooter and problem solver proficient in detecting complex issues to resolve/avert deadlocks/bottlenecks and support product development efforts.

Key Competencies:

IMS DB/DC Administration

Peer Training/Mentoring

Productivity Enhancement

Internal Cost Reduction

System Installations/Upgrades

Subsystem Performance Tuning

Service Level Maintenance

Online Production Support

Tier 2 System Support

Complex Diagnostics

Application Debugging

Account Support

Professional Experience

Hewlett Packard – April 2016 -October 2016

Provide technical support for IMS which includes but not limited to:

Installing IMS 13.1

Power change

Call out support

GEICO Insurance Company – October 2015 – March 2016

Provided technical call out support for IMS Mainframe

Global Technology Solutions Group – June 2013 to July 2015

Consultant

Provided technical support for IMS Systems for:

John Deere which included but not limited to the following:

Upgraded IMS Systems from IMS Version 11.1 to Version 12.1

Installed IMS Maintenance and ran test using BMC database products to verify

IMS Maintenance installs

Federal Express Companies which included but not limited to:

Plan, schedule, and execute IMS software installs and upgrades

Install BMC Database Products

Provided IMS Applications support

Installed vendor products, i.e. BMC Database Products

Stream Foundry – May 2012 to June 2013

Consultant

Provided Technical Support for IMS Systems for The Unum Company, which included but not limited to:

Plan, schedule, and execute IMS software installs and upgrades

Met with internal/client account representatives on changes and issues

Upgraded IMS Systems from IMS Version 10.1 to IMS Version 12.1.

24 hour callout assistance

IBM – Alpharetta, GA, 1999-March 2012

Technical Services Specialist

Provide Tier 2 support of IMS systems and vendor products for AT&T and 4 medium-size commercial accounts (including AT&T). Plan, schedule, and execute IMS software installs and upgrades. Primary technical account interface; participate in decision-making for mainframe system software and meet with internal/client account representatives on changes and issues. Maintain overall health of IMS subsystems; detect and resolve system and software issues. Interface with DBA, MQ Series, Product Development, Application Support, Data Center Operations, Disaster Recovery, and Project Management teams.

Key Projects and Achievements:

As part of a team, upgraded 112 IMS Systems from IMS Version 10.1 to IMS Version 11.1.

Participated in major disaster recovery exercise, recovering 106 IMS Systems across 3 sysplexes.

Project lead in moving several IMS accounts from US to offshore support.

Worked with IMS DBA to transition medium-size manufacturing customer from existing database utility software to Library Integrity Utilities; project resulted in internal savings of $200k annually.

Saved $160k annually by catalyzing redevelopment of new version of Library Integrity Utilities following replacement of BMC Database Integrity Plus; analyzed user testing results and FITS document and recommended document rewrite to provide product developers with a clear understanding of necessary enhancements to achieve report data results.

Assisted developers in eliminating IMS as the source of response time and bottleneck issues related to data-mining web interface connected to CICS, IMS, and DB2; performed detailed analysis via IMS Performance Analyzer and met with developers and DBAs to interpret data, resulting in team troubleshooting outside of IMS and ultimately tracing issue to web interface (Policy Search).

Removed File/Aid for IMS and Xpediter products for account (medium-size insurance company).

Teamed with DBA group in 2006 on multi-month project replacing BMC SIU with IBM product index builder for client account, saving $192k on product licensing fees.

AT&T – Alpharetta, GA / Oakton, VA / Silver Spring, MD, 1981-1999

IMS / DB2 System Support, Alpharetta, GA (1991-1999)

Provided internal Tier 2 support of IBM IMS and DB2 system software and vendor products, including BMC, Compuware, and Neon. Installed and upgraded software and provided online support of production IMS/DB2 systems. Researched, identified, and resolved system and software issues.

IMS System Support, Oakton, VA (1987-1991)

Provided Tier 2 support for IBM IMS system software and vendor products. Installed and upgraded software, delivered online system production support, and performed troubleshooting/issue resolution.

Application Support / IMS DBA, Silver Spring, MD (1985-1987)

Performed in a dual role providing application support for AT&T billing systems and onsite administration of IMS database. Oversaw all aspects of daily IMS database recovery and maintenance.

Entry-level Programmer, Oakton, VA (1981-1985)

Completed Initial Developer Training (IDT). Participated on Cobol/PLI/IMS engineering application.

Education/Technical Experience

Mathematics and Computer Science Studies – Howard University, Washington D.C. - 3 years

IBM-Sponsored Technical Training: IMS Version 10, 2007 HALDB, 100% Availability, 2006

Systems/Technologies:

MVS Mainframe, Mainframe PLI, COBOL, Cobol/PLI/IMS Engineering Application, IBM IMS and DB2 System Applications, Library Integrity Utilities, BMC Database Integrity Plus, File/Aid for IMS, Xpediter Products, Microsoft Excel, Word, Lotus Notes

Vendor Products:

IBM: JCL, RACF, IMS, SMP, IMS DB Utilities, JES2, OS/390, HSM, SMS, VSAM, VTAM,

Mainview: IMF for IMS / BMC: DB Utilities, Ultraopt, Qmanager, Delta Virtual Terminal

Omegamon: Omegamon for MVS

Professional Affiliations:

Software & Information Industry Association

MS Global Learning Consortium Technology Association of Georgia

~~ Excellent references upon request ~~

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