Customer Service Technical Support

Garry Wayne Bell

**** **** * ROWLETT, TX ***** * 972-***-****

SUMMARY

Thirty-six years progressive experience in Corporate Information Technology, Security, Computer Operations and Service Desk with the largest computer services company in the United States. Provided technical support, analysis, assistance and customer service for a global network. Excellent problem solving, leadership and decision making skills.

TECHNICAL SUMMARY

Microsoft Exchange, Microsoft Office, Microsoft Outlook, Microsoft Windows 10/7/XP, LINUX, UNIX, ORACLE/SQL, CIRRATO, SERVICE CENTER, CLARIFY, REMEDY, SERVICENOW, CITRIX, SHAREPOINT, SAP, CLOUD, LINX/WEBX, TSO/ISPF, MVS/XA, VM, CA-7, CA-11, JES2, CONTROL M/R, EMAIL, OVMAIL, GSO, SDSF, SAM, DSAS, CA-ACF2, RACF, CHAMP/ENDEAVOR, INFO-MANGEMENT, STAR, NACOS, VMSECURE, NETVIEW, CICS, MS, IDMS, OS/JCL, CLIST, WAAPDSUT, SAS, FORTRAN, RPG II, EDS Utilities, DOS/OS, IBM 4381-14, 370/158,4381 (DOS/VSE), 3083-VM/VSE, 3890 (Check Sorter)

EXPERIENCE

ATOS /XEROX, Lewisville, TX 2010-2016

Senior Tech Specialist -2010-2016

Supported multiple Private companies, Federal, State and Local Government. Assisting with various software and hardware related issues thru remote VPN and Citrix sessions by using various ticketing and tracking processes. Lead multiple clients daily and weekly meeting.

AFFILIATED COMPUTER SERVICES, Dallas, TX 2000- 2010

Senior Help Desk Ccoordinator-2000-2010

Provide customer assistance on technical matters. Coordinate severity 1 & 2 problem resolutions, ensuring the problem is worked appropriately while acceptable phone coverage was maintained. Help Desk Analyst with ticket escalation Assist and resolution as necessary. Provide first point of contact for other staff concerning issues related to the Help Desk. Coordinate customer technical requirements with other units of the company. Provide feedback to the Account Management concerning technical relations with the customers, especially any problems or information indicating that the account may be in danger. Provide systems management using both AS400 and IBM Mainframe sessions.

ELECTRONIC DATA SYSTEMS, Plano, TX 1980-2000

Operation Technical Analyst-1996-1999

Provided technical support, processed customer requests, performed conversions, upgrades, OSAC/QMS audits, and DRA drills on the following software configuration packages: CHAMP and CA-ENDEVOR. Maintained CHAMP and CA-ENDEVOR production jobs and resolved system abends.

Information Security Advanced Analyst-1988-1996

Coded and maintained identification records, dataset rules, resource rules, and GSO records on the following security packages: CA-ACF2, RACF, and VMSECURE. Performed research and analysis for various customers to resolve system access problems. Maintained information security production jobs to ensure efficient use of system resources and resolved system abends.

* Evaluated existing security standards, policies and procedures in addition to recommending

appropriate changes to the customer .

Maintained the system for audit compliance with corporate and local security standards * Provided training for employee development

* Participated in implementation of system installations, merges/migrations, DRA drills, audit compliance reviews, upgrades, and UID string conversions

Master Console Operator 1986-1988

Operated IBM 4381-14, MVS/XA. Monitored all associated subsystems-JES2, JCS2, NCCF, NPM, TSO, VTXT, NET, CA-ACF2. Monitored production cycles, transmission via VTAM and associated components-FEP, CDRM, SNA sessions, JES2 lines, respool production reports, interface with customer, supervise printing of all reports.

Console Operator 1982-1986

Operated IBM 370/158, 4341, 4381 (DOS/VSE), and 3083-VM/FSE. Monitored all associated subsystems-VTAM and CICS. Processed and printed production cycles which included Banking, Insurance, and Medicaid/Medicare.

Online Operatot^l981-1982

Monitored the activities of automatic teller machines connected to the mainframe and ensured that each line stayed active.

Check Sorter Operator 1980-1981

Operated 3890 check sorter. Sorted First National Bank and twenty correspondent banks checks, transit and payroll checks.

EDUCATION BS Business Administration, Jackson State University, Jackson, MS; 1978, GPA 3.0

PROFESSIONAL EDUCATION Operations Program Development (OPD), Electronic Data Systems, Plano, TX; 1988, GPA 93.0

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