Support Technical
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
08/83 - 05/85
Professional References
Michael Geragthy
Glaxo Smith-Kline / PA
Ailene Pearce
Glaxo Smith-Kline / RTP
Ronnie Williams
Quintiles
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