WALTER J. SMITH

ad1brp@r.postjobfree.com

224-***-****

PROFESSIONAL SUMMARY:

A Technical Support professional with over 11 years of experience in large corporate environments, including McGraw-Hill, Grainger, and Hewitt

Extensive experience in 1st and 2nd level Help Desk Analysis and support in fast paced, high call volume environments

Local to Illinois, 8 years of previous 3rd shift experience, available immediately

Communicates clearly with clients, co-workers and supervisors and vendors, elicit input and develop rapport. Escalates cases as necessary

Identifies potential concerns, survey available options and implement strategies to resolve issues

TECHNICAL SKILLS:

HARDWARE / OPERATING SYSTEMS -- IBM AIX, IBM 2084/2094,Z/OS, OS/390,Sun Solaris Unix and Linux Servers, Command Script, JCL,EMC, MVS/ESA VTAM,CISCO Routers, Switches, and Hubs. AS400,VPN

APPLICATIONS / SOFTWARE -- PeopleSoft, Control M/EM, Control R, Control D, Control O Lotus Notes NT, MS Office Suite, Remedy, Same time, Communication 2007,BW Reports, SDSF, CICS,,Direct Connect, Web Sphere, Web methods, Java Script, Filenet,,P8, FTP,TCIP,STRACS,NDM,VTAM,NETVIEW6000(Tivoli),NMC,SilkCentral/Segue,IMS4000,DataSynapse.Sharepoint,Outlook, Smarts, Siebel,MQ,SAP, Window XP, Maestro, WAN, TSM. MAC, BMC-Patrol, BMC Site scope, Novel, Marimba, SSH, Avaya.SAP, HP Open view, Carbon Copy(Remote), HDS Universal Replicator, SQL and Perl scripting, Active Directory

PROFESSIONAL EXPERIENCE:

Lake County-Waukegan, Illinois March. 2017-Present

Computer Operator

Monitor daily job schedule

Update and Modify JCL as needed

Monitor and Schedule Daily VM/VSE Batch Schedule

Creating Daily DR back for offsite storage

Daily recycling of CICS

Setup and perform maintenance of peripheral equipment

Weekly IPL of all ESA machines

Performs Daily Linux DB2 maintenance

Performs Daily printing of all Court required documents

Performed password resets

Complete JCL, date changes to ensure items are processed on the correct dates

PROFESSIONAL EXPERIENCE:

BP-Naperville, Illinois JULY. 2016-Feb 2017

Network POS TECH

Provided advance troubleshooting of Networking, Credit Card Processing and POS Software Issues.

Provided Tier 1 and Tier 2 Technical Support to all BP US Sites.

Performed VNC and Remote Desktop troubleshooting and issue resolution

Resolved Network connectivity issues to Netgear and other brand Switches, Cisco Routers, Commander, Mako, Hughes and other Network devices

Facilitated the GO live installation of all Network,Credit Card and POS Equipment at all new BP sites.

RR DONNELLEY/IBM-ST. Charles, Illinois APR. 2016-SEPT.2017

Computer Operator

Monitor daily job schedule

Monitor Servers VIA Dameware remote control

Answer incoming customer phone calls

Complete processing date changes to ensure items are processed on the correct dates.

Process batch output for print processing

ATS- Schaumburg, Illinois Dec 2015-Mar.-2016

Help Desk Analyst..

Received telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.

Performed password resets and software installs via Active Directory and LogMeIn Rescue-Remote Support & Customer Engagement Tool

Escalated all unresolved calls to higher support levels.

Provided other customer services at the PC Help Desk as defined in contract requirements for position.

Keep supervisor, customer and other PC Help Desk team members informed of problems and progress. Participates in team projects that enhance efficiency of PC Help Desk services.

Assisted in generating defined PC Help Desk performance reports or charts to

schedule.

Comcast- Oak Brook, Illinois Feb 2012-Oct 2015

Help Desk Analyst/CAE IP

Provided first level customer support, for 50-75 daily calls

Provided Technical Support for Comcast Products and services (Video, CDV, Internet)

Handled Customer Billing payments and questions

Sold Comcast products and services

Provide New Hire Training Support as a SME

Assisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari, and Password resets

Assisted Customer with VPN connections

Used Remote Management Software (Log me in)

Supported Microsoft Windows 7 and 8

(Remedy)Ticketing system

Mcgraw-Hill- Burr Ridge, Illinois Nov 2010-Feb 2011

Help Desk Analyst

Provided first level customers support, addressing issues and escalating to customer care support staff as necessary based on 50-75 daily calls

Provided Technical Support for Mcgraw-Hill online Higher Educational Products. (CNE, CNT, Learn Smart)

Assisted in the installation of online software services(Internet Explorer, Firefox, Google Chrome, Adobe Flash, Java, Safari and Password resets via Active Directory

Remedy ticketing systems.

Grainger Niles, Illinois Nov 2009-Sept 2010

1st Level SAP Analyst/Help Desk

Provide Technical Support for SAP software installation for production modules(Password Admin),CRM(CIC), PEA (BW Production Reports),PRA (R/3),

Provide Technical Support for the following SAP interface applications-Supplier Connect, OSS Inventory Solutions,GPAT, SOE,

Thoroughly troubleshoot and document troubleshooting steps for 30 - 60 calls per day

Supported Outlook

Provided MS Application remote support via Carbon Copy

Process and create HP Open view incident tickets

Determine severity, impact, and nature of incidents.

Analyze, determine, and document reported production outages/incidents.

Password Resets via Active Directory

Provide assistance in the migration of the Grainger SSC solution database to SharePoint

HEWITT ASSOCIATES -- Lincolnshire, Illinois Dec 1997-Dec 2008

Command Center Support/Incident Managemnt 1999-2008

Incident Manager/Help Desk/Control M Scheduler

Used Tivoli/Remedy Ticketing Systems

Provided MS Application remote support via Sametime

Scheduled Batch jobs using Control M and Auto Sys Scheduler.

Provided Password Resets via Active Directory

Provide first and second-level technical support to clients, addressing issues and escalating to Third-level support staff as necessary.

Monitor console and network operations, performing preventive maintenance for multiple systems and applications including MVS, Z/OS, LAN, WAN, UNIX, Internet,Windows.MAC, Telephony, DB2, CICS/Sysplex, JES2,Control M/EM, VM,VPN, DASD storage and Tape library, Production scheduling System and Remedy PM.

Provides technical support to customers in software application.

Determine severity, impact, and nature of incidents.

Analyze, determine, and document reported production outages/incidents

Process and create Remedy incident tickets

Support Lotus Notes

Monitor VPN connections

Escalate to third party vendors if needed.

Disaster recovery experience monitoring the TECH teams to insure time lines are met.

Prepare daily turnover reports

Answer incoming customer phone calls

Participate in incident critical conference calls

Mainframe/AS400/OS390/ZOS

Monitor and acknowledge mainframe system events

Performed weekly and emergency IPL's and POR's of the ZOS Mainframe.

Outage coverage and support including quiescing and resuming batch

Perform DB2 maintenance

Monitor IBM Tape library and IBM DASD storage environment

Monitor McData FICON Directors and

Monitor CICS/Sysplex nightly recycles

Monitor FTP EFT transmissions (NDM,STRACS)

Monitor Telephony VRU’s ( Automation Point)

Monitor Edgemarc System (VOIP)

Monitor Voice Transport Communication

Virtual Remote Tape Creation

Production Scheduler- Control-M/EM, CA7

Upgrade/Install BMC software (Control-M/EM,R,O,D)

Monitor jobs for all applications to which schedules

Design and create complex batch schedules for several business groups based on the business requirements across multiple environments (SAP, Unix, Linux, Windows, Mainframe, NT, Oracle)

Troubleshoot abends and own the problem until resolution.

Train global associates via Same Time.

Network & Administration

Perform basic server troubleshooting in accordance with procedure

Perform JVM recycles

Monitor Web, Network/LAN and WAN- Tools: (Patrol, Site Scope, Smarts, NMC, Silk Central/Seque,Netview6000(Tivoli)

EDUCATION:

COLLEGE OF AUTOMATION -- Chicago, Illinois

Diploma in Computer Operations

GPA 3.5/4.0

Contact this candidate