Customer Service Support

Cheryl Price

Reputation for developing and supporting corrective solutions to minimize customer impact.

*******************@*****.*** WWW.linkedin.com/in/cherylprice1 972-***-****

IT PRODUCTION SPECIALIST

Decisive and client-focused 2nd Level Support Analyst with a reputation for performing analysis and providing solutions to complex mainframes and centralized command/data center problems. Delivers the technical strategies with awareness of business, internal and external requirements, and corporate goals. Demonstrates ability to be self-directed and effective working independently, yet equally comfortable contributing in a team environment.

Core Competencies

Visio l Disaster Recoveryl BMC Remedy l Windowsl IBM Mainframel JCLlITILl CICSl ESPl CA7l CA11l Vendor9 & Inventory ManagementlSharePointlSecurity l Business Analysis lDB2 l CISCO lAlcatellSolarWindslSecure ClientlRetail-l Customer Service

Professional Experience

JC PENNEY 1996-2015

Sr Production Specialist: Dual role providing first level mainframe technical problem resolution and production network support. Responsible for trouble-shooting and resolving production outages, performed root cause analysis and implement remedial solutions. Implemented monitoring of the production environment and took corrective actions as required. Maintained disaster recovery environments and perform annual DR exercises. Tuned batch cycles to support extended online availability requirements. Maintain knowledge base of known defects and issues, process and techniques, etc. Contributed to automation of common operational functions to improve resiliency of the production environments and efficiency of the Production Support teams. Worked with multiple high-performing teams spanning business areas, Application Groups, and Management. Maintained data, wireless, and voice network for 1,100 stores. Supported a large complex data network infrastructure by implementing new technologies, schedules, hardware installations and changes. Mentored and coached Associates on problem determination, corporate policies, and best practices.

Attained significant incident reduction by pursuing permanent solutions and process improvement.

Conducted and led critical bridge calls for Priority 1 outages – guaranteeing an action plan was set in place for thorough execution and documentation.

Rigorously adhered to the operational standards for meeting, reporting, monitoring, and troubleshooting of production issues.

Vendor contact for organizations such as AT&T, Verizon, IBM to oversee the entire installation process.

Maintained the highest percentage of first level of job restart and first level ABEND recovery in the group.

Acted as a 2nd level Manager – the go-to resource – for escalations while overseeing the network and applications management teams.

Prior To 1996

LONE STAR GAS COMPANY

Sr Production Support: Built, upgraded, and maintained production infrastructure while designing and implementing ABEND recovery and job scheduling streams. Monitored and restored service for interruptions in batch processing.

Integral in the writing of JCL for job running in production.

Worked with diverse cross-functional technical teams while multitasking, analyzing, and diagnosing complex issues when working with various support groups.

Education

DALLAS BAPTIST UNIVERSITY – Bachelor of Business Administration and Management

Awards

James Penny Cash Award – Honored to employees who volunteer their time with nonprofits

Certifications

HDI Support Center Analyst Certification

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