Customer Service Six Sigma

Chris Tenaglia - Technical Analyst 414-***-**** home - 414-***-**** mobile

URL - https://www.linkedin.com/in/chris-tenaglia Email - *********@*****.***

SUMMARY

Thrived as a Technical Analyst for 18 years at Johnson Controls in Technical Services. Developed numerous web tools to simplify and delegate operations. I can wrap any report or command in a web page. I had a test Ubuntu VM I used as a knowledge base and development platform for scripts used in automating operations. My Six Sigma project was a good exercise in automating tests, and result data collection that could be visualized and measured. I have been in critical design reviews for hardware and software.

SKILLS

Unix/Linux system administration, Virtualbox. Programming and scripting. Six Sigma/Lean. Web development. Disaster recovery/BCM. SAP interfaces. Technical and support documentation. Office 360. Batch, printing, and backup operations. ITSM, technical support and customer service.

EXPERIENCE

Johnson Controls - Technical Analyst - 1998 - 2016

●Drafted func specs, tech specs, change notices, test plans, and end user documentation.

●Upgraded VistaPlus from a physical HP-UX server using a local MySql database and Websphere to aLinux VM, and Oracle client using Apache. Wrote the func specs, tech specs, and test plans as well.

●Simplified common system queries and tasks into web form reducing time and effort troubleshooting.

●Updated Disaster Recovery plans and participated in local testing and at the business continuity site.

●Custom visualization of complex collected processing data.

●Dissected the business design footprint of OPTIO software for its inevitable sunsetting/retirement.

●Crafted an amazing button menu in Visual Studio used by thousands of users at remote plants.

●Monitored system health and performance with tools such as HP Openview, Glance.

● Created Web dash boards and apps using CGI scripts to augment operations efficiency.

●Administered the IBM Rational development environments running Synergy, Change Doors and Citrix

●Transformed Vax Cobol applications (BOM Inquiry and Tooling) to Apache webs on a Linux VM

●Ported VAX Fortran inhouse Modelling, Simulation and CAD gateway to Linux and GNU Fortran. Helped engineers with their excel macros and simulation designs and PuTTY terminal set ups..

●Collaborated on projects such as: QAD MRP migration, SAP interfaces, and VistaPlus.

●Simplified backups and archives by writing wrapper scripts for IBM TSM. Then all backups and archives are built or extracted by calling the same wrapper with a handle defined in a configuration file.

●Generated and deployed SSH keys for secure data transmission.

●Designed SAP to legacy interface called ‘ xfer’ to move/archive data files.

●Supported batch processing in IBM TWS for QAD mfgpro (ERP), Data warehouse, VistaPlus and SAP job streams, for USA, Mexico and Brazil. Developed custom scripts showing jobs-where-used and orphan jobs not in any schedule on an easy to read web dashboard.

●Invented an enterprise printer support application that managed thousands of printers on a fleet of Unix servers across America, Mexico and Brazil.

●Managed servers running HP-UX Unix, Linux, NAS, Windows 2003 and Open VMS,

●Achieved Six Sigma Greenbelt, with a project to generate hard dollar savings by reducing batch ABENDS from 5% to 0.000005% equating to $77,000 per annum savings. Used Minitab for statistics.

●Performed Sarbanes-Oxley audits as well as architecting some SOX test plans for compliance.

●Familiar with HTML, CGI and shell scripting, Microsoft Office, ARIS, Clarity, Taleo, Sharepoint, Visual Studio, Fortran, SQL Developer, Icon, Open VMS and DCL.

Experience Continued…

Medical College of Wisconsin - System Manager 1989 - 1998

●System Admin for Open VMS, Solaris and Novell Netware. Upgrade/patch OS and apps.

●Maintained the “SANITY” monitoring menu for the data center operators.

●Oversaw the Digital Campuswide Software License Grant program.

●Revised the service contracts for hardware and software.

●Coordinated installation of Internet on campus and training sessions.

●Revamp data center and campus wiring to Cat5, Data over voice support as well.

Teleco - Consultant - 1992 - 1997

●Monitored clinic servers with “supplemental system management”. Watched for errors in server storage, printing, and backups. Met with customer over issues.

●Supported Pathworks LAN in that clinic.

●Invented monitoring and productivity tracking software for transcription department. Documents in WordPerfect on the LAN and supported remote access for home office.

●Performed routine maintenance and troubleshooting of desktops and printers.

Astronautics Corporation of America - Analyst Engineer - 1979 - 1989

●Reconciled BOMs and Blueprints of Engineering vs Production design.

●Developed shop floor reports for Master Scheduling, Inventory, Customer returns.

●Invented a front end for the CMS (code management system) called Rover

●Optimized CNC program tapes for speed and efficiency.

●Programmed special APIs for the ADEX chromagraph card.

●Collaborated on MRP conversion project as a SME.

●Composed documents and spreadsheets for massive ISA/AMPE project.

●Administered VMS and Unix servers for Engineering and maintained peripherals.

●Created software demos for sales to use at trade shows.

●Wrote programs in Assembler, Basic, Pascal, C, Fortran, PLM86, and ADA.

●Ported software to ZS1 proprietary supercomputer. Took part in test plans, design reviews.

●Managed the Transmogrifier project to translate PLM86 code into generic C.

McGraw-Edison - Research Technician II - 1978 - 1979

●Assisted building test devices in Apparatus Development Lab.

●Drafted blueprints for devices and test fixtures.

●Took technical photographs of specimens and movies of experiments.

●Set up audiovisual presentations using slides, movies and sound.

●Used bandsaw, clean bench, glass lathe, lepel furnace and liquid nitrogen.

●Wrote patent database and search engine.

●Filed three inventions for patent department.

Training and Continuous Improvement

●Milwaukee Area Technical College- Associate of Applied Science Degree.

●HP Unix Training - Administration I,II,III,Posix,Openview,Ignite UX,Glance.

●SAP Training - Netweaver Basis (the first 2 weeks).

●JCI Training - Six Sigma Greenbelt, Remedy, ITSM, ARIS, Sharepoint, Clarity, & annual Ethics certification.

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