Support Technical

Location:

Posted:

April 04, 2017

Resume:

PERSONAL PROFILE

I am a hard-working, self-motivated team player, results-oriented IT professional with over 20 years of experience with operating systems across different platforms, utilizing strengths in analytical problem solving, organization, planning and communication. With a history of optimizing reliable self-proficiency and self-management skills within a global working environment. I strive for excellence in everything I engage in. I am committed to the achievement of data center, warehouse or information technology goals while contributing towards the assurance of automated system management of backups and tape processing.

Objectives

I am looking for a challenging position in a work environment that will maximize my existing skills and

experience and also furthering my development. My ultimate goal is to be an employee of significance, a leader by example, and a channel of integrity and accountability through my solid operational systems background history.

Core Competencies

•IBM AS/400 • CA-Scheduler •IBM ES 9000 • TWS Web Admin

•SUN Microsystem • Veritas Netbackup •SUN Servers • Unix

•ERP / SAP • Cor365 • Break/Fix

Experience

K-Force/IBM, RTP.NC Aug 2016-Present

Cloud Management Backup Support Analyst

Operate and recover services for backup and restores on various platforms, using multiple operating systems, subsystems and program products.

Monitor NetCool Alert Panels for errors and back up servers execution, performing complex problem determination and restoration of service.

Troubleshooting issues by reviewing logs and queries within TSM Information, NetBackup, Mediation, and Servers for host back up issues.

Perform provisioning activities to start a new customer requested services for backup or restore request in Mediation Integrated Systems and Tivoli Storage Management.

Monitor two ticketing systems: BMC Service Desk and BMC Remedy.

Work with Red Hat Lennox Work Station (HEL 6.7)

Windows 7 Operating System

IBM Notes

Juniper Network

Tivoli Systems Management

Net Backup 7.6

Randstand/GSK, RTP.NC 2013-2016

Production Control Analyst

Perform day to day scheduling for platforms using Tivoli Workload Scheduling 7.1 and 8.5, Job Scheduling Console, Web/Admin

Implement and configure TWS scheduling for PHARMA, Data Warehouse, Commercial, MERPS and MERPS2 sites

Implement new applications

Maintain the TWS Security files

Participate in SOX audits as required

Support Server Migrations

Perform audits for TWS Scheduling services and TWS Scheduling Authorization

Provide 24x7 operational/customer support by responding to scheduling issues and problems

Support DR testing

Support Data Center Power downs

Provide training to new applications groups

Develop and maintain LINs, SOPs and GLDs

Participate in projects as assigned

Randstand/GSK, RTP.NC 2015-2016

Operations Analyst

Provided monitoring for first level support and escalation of incidents

Interfaced with Management and other IT Customer groups on the delivery of the Operational Service.

Worked independently, without direct supervision, and prioritise activities to delivery services to its customers.

Interact with and support colleagues within the global Operations Centres.

Action events which are identified through proactive monitoring, system alerts or by third parties to Operational Services.

Perform by triage and procedures to manage the incident; to interact with technical teams and guide them in maintaining service resolution as the principle objective.

Support the Data Centres by providing a physical presence for hands and eyes activities. By being competent and confident to perform task assigned to them in a timely manner and acting as the escort to third party break/fix engineers.

Monitoring the Data Center Facility environments and escalate to support agencies for remediation as required.

Provide a physical presence at the primary Data Centres on a 24 hour basis.

TEKSYS /GSK, RTP, NC 2010 – 2013

Production Control Analyst

Perform day to day scheduling for platforms using Tivoli Workload Scheduling 7.1 and 8.5, Job Scheduling Console, Web/Admin

Implement and configure TWS scheduling for PHARMA, Data Warehouse, Commercial, MERPS and MERPS2 sites

Implement new applications

Maintain the TWS Security files

Participate in SOX audits as required

Support Server Migrations

Perform audits for TWS Scheduling services and TWS Scheduling Authorization

Provide 24x7 operational/customer support by responding to scheduling issues and problems

Support DR testing

Support Data Center Power downs

Provide training to new applications groups

Develop and maintain LINs, SOPs and GLDs

Participate in projects as assigned

Maintain compliance with required Training for GSK

ACS/GSK, RTP, NC 2005 – 2010

Production Control Analyst

Perform day to day scheduling for platforms using Tivoli Workload Scheduling 7.1 and 8.5, Job Scheduling Console, Web/Admin

Implement and configure TWS scheduling for PHARMA, Data Warehouse, Commercial, MERPS and MERPS2 sites

Implement new applications

Maintain the TWS Security files

Participate in SOX audits as required

Support Server Migrations

Perform audits for TWS Scheduling services and TWS Scheduling Authorization

Provide 24x7 operational/customer support by responding to scheduling issues and problems

Support DR testing

Support Data Center Power downs

Provide training to new applications groups

Develop and maintain LINs, SOPs and GLDs

Participate in projects as assigned

Maintain compliance with required Training for GSK

GlaxoSmithKline, RTP, NC 2000 – 2005

Systems Programmer II

Main functions include scheduling, change control, technical support and automation.

Resolves scheduling conflicts with clients and operations staff.

Monitoring Remedy queue and resolving clients’ requests in a timely manner.

Perform scheduling functions for OS/390.

Participate in a team rotation to provide 7/24 on-call support.

Perform daily scheduling functions using CA products.

Discuss operations and scheduling issues in daily QA meetings.

Communicate daily turnover to operation staff when on-call.

GlaxoSmithKline, RTP, NC 1992 – 2000

Computer Operator

Routine duties included performing nightly backups and interfaces for user inquiries.

Trained new operators on all facets of operating systems, software enhancements, run schedules

and batch processing.

Developed and implemented a training program to evaluate skill development and progress of operators. 90% of all new operators were fully trained within the 6-month training period.

Monitored multiple systems through ESM by filtering for certain alerts.

Closing out any problem tickets created in Remedy.

UNISYS CORPORATION/EPA, RTP, NC 1986 – 1992

Senior Computer Operator

Monitored two ES/9000 systems

Operated VAX clusters.

Prepared problem reports, turnover reports and shift logs.

Trained new operators on day to day duties

Education

Durham Technical Community College

Durham, North Carolina

Business Computer Programming