Change Management Project
Resume:
Donald E Roberson Sr
*********@*****.***
SUMMARY
Over 18 years of Cashier, Computer, Network, Operations, NOC, Data Center systems monitoring of computer hardware peripherals, software and applications, related to project management implementations and production upgrades. Excellent organizational skills, strong ability to prioritize. Strong analytical skills with sharp attention for details. Skilled in communicating, interacting to all levels including Director, Senior Management level and above.
Excellent customer service, communication and presentation skills. Provide and control physical access to Data Center facility. Experience in conducting first level troubleshooting analysis and correlation for incident cases for escalation to 2nd level and vendor support. Open, process and assigned incident problem management tickets to the proper department using application Remedy.
Experience with user experience and usability issues to recognize and identify problems, trends and patterns to communicate status to IT and Business Management continuously throughout the incident resolution phase. Experienced in life cycle, problem, project, vendor and change management, continuous improvement, increasing service availability, reducing incidents, outages and identifying and resolving problems.
Ability to define business and technical requirements, evaluate plans and outcomes, develop and modify processes and procedures. Provide leadership to lead the development of IT documents, such as Project approval lifecycle documents, Operating budgets and Project financial proposals. Use technology, tools and repeatable processes to achieve the highest level of productivity and model and advocate such use to all staff.
Ability to develop positive working relationships and provide leadership to all levels of staff, vendors and external stakeholders. Technical experience on a wide range of IT subjects, including IT system design, testing, implementation, administration, evaluation for mid-tier and mainframe. SAN Infrastructure for fiber, cat5 implementation and production trouble shooting for multiple data centers enterprise wide across the US.
Provided operations and change management support for Production Control, Network, SAN Infrastructure, Project Management Implementation for Midrange and Mainframe hardware peripherals. Accomplished in coordinating meetings, creating project management implementation plans for Network, Midrange and Mainframe hardware peripherals.
Wrote documentation processes for service improvement plan, system backups, hardware power down procedures, system administration for UNIX, AIX, SUN, Linux and Mainframe hardware platforms and peripherals. Accomplished in providing technical leadership and solving technical problems utilizing repeatable processes.
Technical Skills and Expertise
Systems Monitoring, SAN Infrastructure for fiber, cat5 implementation and trouble shooting for multiple data centers enterprise wide across the US, TSM, Batch scheduling/processing/recovery, Project Management, Life Cycle - SDLC waterfall implementation, System Administration for multiple platforms TWS, Windows NT Server, Redhat Linux, HP-UX, SUN, IBM AIX, CA 7, OPC, Excel, MS Project, Word, Outlook, Visio, PowerPoint and Remedy Ticketing.
TECHNICAL SKILLS
Software
MVS/OS, Sysplex, AIX, Sun Solaris, HP-UX, Linux, MS Windows platforms, JES2, JES3, JCL, TSO, ISPF, SDSF, IOF, Netview, IBM Utilities, Remedy, SAP. vi Computer Associates Workload Automation ESP Edition and ESP System Agents, CA Workload Automation Restart Option EE (Encore), IBM Automations Operations Control (AOC) Mainframe, Tivoli Workload Scheduler (TWS), CA7, OPC, BMC Patrol
Microsoft Office Suite: Excel, Outlook, PowerPoint, Visio, Word and MS Project
Collaboration tools: Microsoft NetMeeting, Microsoft Live Meeting, AT&T Connect, Skype
Hardware
HP · Sun · STK · IBM · Dell · EMC · Hitachi · Amdahl · Fujitsu · NCR · Cisco · MTI · Brocade · Network Appliance SAN Infrastructure
Education:
High School from El Cerrito High School, El Cerrito, CA in 1978
College from Contra Costa College, San Pablo Ca. in 1979
WORK EXPERIENCE
Nor Cal Student Athletes Corp. LLC, Sacramento, CA
Sr. Systems Analyst
Jan 10, 2002 –
I am currently working as a volunteer for Norcal Student Athletes to lead, coordinate, provide, academic planning and Information Technology computer operations and network training. This includes communications, creating and developing new processes, procedures, project management implementation plans and reports. Coordinating meetings and cross-training new members.
Responsibilities:
System Admin skills to install, configure, upgrade and repair personal computers. Monitor and troubleshoot software, hardware and systems.
Run comprehensive diagnostics; troubleshoot and resolve network, connectivity or application errors.
Monitor network activity for multiple sites via WAN; trace and fix network failures.
Follow up on trouble tickets until resolution; update ticket with observations, actions, and outcomes.
Escalate complex issues to senior technicians for additional action and resolution.
Performed performance reviews following coordinated activities and related issues.
Performed problem trending issues and analysis for all processes and procedures.
Provided administrative support necessary to ensure the effectiveness of IT operations and assist administrators with performance of their duties.
Developed and regularly maintained documented, repeatable processes and procedures.
Integrated computer research databases using Access and Excel.
Organized and maintained electronic and hard copy files for retention and search ability.
Prepared and distributed program related productions, training materials, and resource materials.
Administer user accounts, groups, permissions and configuration of Smart Phones.
Managed, coordinated day-to-day plans, activities and issues.
Performed clerical duties as assigned, including copying, word processing, and telephone reception.
AT&T Corporation Inc., Fairfield, CA
Technical Data Center Manager - Systems Analyst
Jan 1,2001 – July 26, 2010
Data Center Management Support for IT Operations as a project leader and advanced technical specialist related to the on-boarding of new and complex technical processes into the Operations Center.
Responsibilities:
Utilize MS Project, creating implementation plans, communications, reports, metrics, test plans, coordinating meetings, cross-training, developing processes and procedures.
The systems used in this setting include IBM and Amdahl mainframe systems, Redhat Linux, HP-UX, SUN Solaris, IBM AIX, Windows and Tandem servers, networks, associated system applications, databases, utilities and monitoring software.
Provided project management, implementation, problem, change and vendor management support for IT Operations. Provided power, fiber and cat5 for project implementation for all new hardware for IT Operations.
Provided 7x24 on call rotation support and troubleshooting for problem and change management for hardware, software and network support for IT Operations. Monitored all datacenter and facilities management hardware.
Managed day-to-day problem and change management issues for IT Network Operations and Datacenter hardware, software, network and SAN Infrastructure.
Follow system or network Failure/Problem Escalation Procedures. Performed problem trending and analysis. Performed outage reviews following on-line and system outages
Work with vendor and support teams to resolve software, hardware, application and SAN Infrastructure failures.
Negotiated and reviewed service level agreements with vendors, support teams and management.
Created and regularly maintained documented, repeatable Methods and Procedures (M&P).
Reduced MTTR (Mean Time To Restore), increased MTBF (Mean Time Between Failure) and increased service availability by identifying root cause, seeking prevention, establishing and following notification and escalation procedures.
Implemented enterprise-wide process and metrics standardization, including deployment, project, vendor, problem and change management processes, operations contacts and system integration/implementations.
SBC Corporation Inc., Fairfield CA.
Data Center Manager Systems Analyst
Dec 15, 1998 – Dec 31, 2000
Responsibilities:
IT Data Center Operations Management Support to manage the problem management and integration for the IT computing platform environments for midrange Computing.
Managed day-to-day problem management issues.
Performed outage reviews following on-line and system outages.
Performed problem trending and analysis.
Developed service level metrics.
Implemented enterprise-wide problem management process and metrics.
Created and regularly maintained documented, repeatable M&P.
Reduced MTTR (Mean Time To Restore), increased MTBF (Mean Time Between Failure), and increased service availability by identifying root cause, seeking prevention, establishing notification and escalation procedures.
Facilitate various Intel FTP exchange files (inbound/outbound) with expectation of no errors and provide resolution to any batch job failures.
Performed help desk duties during off hours to support all users.
Responsible for creating trouble tickets using (REMEDY).
Running Production Jobs
Monitored All Scheduled Jobs queue on TWS Job Scheduler documenting abnormal completion escalating to application developers or external partners for missing files and job restart recovery.
Responsible for conducting hardware and software release testing, trouble shooting to identify and resolve hardware and software problems related to MTTR.
Responsible for managing a multiple-CPU MVS environment.
Managed QA/QC test scheduling and problem resolution for midtier UNIX and Linux.
Created and regularly maintained documented, repeatable Methods and Procedures (M&P).
Pacific Bell / SBC Corporation Inc., San Diego, CA
Sr. Operations Team Lead - Production Support Manager
Mar 30, 1996 – Dec 14, 1998
Responsibilities:
IT Data Center Operations Management Support to manage the integration and problem management for the IT computing platform environments for midrange computing.
Provide project management, integration, implementation and hardware break fix support for IT Operations. Monitored, Managed, ensured integrity, availability and stability of computer hardware resources under ITO control in a SAN infrastructure for multiple data centers enterprise wide.
Project Manager for UNIX distributed systems.
Coordinated datacenter activities involved in implementing UNIX, Linux and NT systems intro for multiple data centers via SAN infrastructure.
Take incoming calls creating Clear Case tickets assisting in help desk functions troubleshooting user support and application development issues on TWS Job Scheduler
Implemented enterprise-wide process standardization, including deployment management processes and tools, operations contacts and application integration.
Datacenter IT Operations for Production Management Support to manage the production integration and problem management for the IT computing platform environments. Monitored, Managed, ensured integrity, availability, and stability of computer hardware and software resources under ITO production support control. Scheduled and problem managed batch processing for Computer Operations via (MVS, UNISYS, CA7), Vtam teleprocessing networks and on-lines operations for the entire Pacific Bell billing systems.
Teamwork directed towards the meeting of multiple critical commitments for our internal and external clients.
Responsible for problem analysis, troubleshooting, escalation and resolution of problems to ensure minimal service disruptions to business processes.
Responsible for the training, development and workload distribution for 15 Analysts for my team.
Monitor the performance of the minicomputer system hardware, identifying and resolving problems to recommend solutions to enhance functionality, reliability and usefulness.
Deltanet - Delta Dental Inc., Rancho Cordova CA
Sr. Operations Support Analyst
Mar 1, 1993 – Mar 29, 1996
Responsibilities:
IT Data Center Automations Operations Management Support to manage the integration, implementation and problem management for the IT computing platform environments for Midrange and Mainframe Computing.
Provided software installation, implementation, technology support, project and problem management.
AOC - Automation Operations Control, Workload Automation ESP Edition and CA Workload Automation Restart Option EE, (Encore) on MVS/OS production and test mainframes.
Provided software installation and integration support for Computer Associates ESP System Agents on Sun Solaris,
HP-UX, Linux and MS Windows platforms.
Provided software installation and support for IBM Tivoli Workload Scheduler (TWS) on Sun Solaris, HP-UX, Unix, Linux and MS Windows platforms
Provided 7x24 on call rotation support and troubleshooting for AOC and Test environments.
Single Point of Contact and Subject Matter Expert for AOC Automation and ESP Workstation GUI application.
Created and regularly maintained documented, repeatable Methods and Procedures (M&P).
PROFESSIONAL TRAINING
1.Introduction to Supervision and Management (E.D.S. Corporate Management)
2.Professional Development for Developing People
3.Franklin Time Management and Working I
4.Vincler Communications Inc Business & Technical Writing Workshop
5.IBM (CSAR) Complex Systems Availability Recovery Training
6.AMDAHL Education MVS Concepts & Facilities
7.AMDAHL Education NetView Operations & NetView Automation Workshops
8.IBM Parallel Sysplex, AIX & Linux Hardware Management Console HMC (CMOS)
9.HP-UX System Administrator Training
10.Tandem Himalaya System Administration S-7000 Series Training
11.SUN Enterprise System Administration and Hardware Maintenance Overview (SM240)
My Strengths
I am honest, punctual, optimistic, self motivated, hardworking team player with a persistent positive attitude towards my career and especially my life. I provide flexibility to adapt to most situations and environments with fast proactive decision making to resolve problems. I am well organized, customer focused, trainer, facilitator with excellent project management, leadership and communication skills. Strong analytical skills, ability to easily learn and apply new skills and multitask concurrent project implementations.
Contact this candidate