Programmer Analyst Customer Support

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Harold R Leistman

**** ********* *******, *** ***, Colorado Springs, CO 80918 Phone: 702-***-**** E-Mail: ******@*******.*** Summary

Established Twenty+ years of business experience as a Programmer Analyst / Computer Operator. Managed system installation configuration and maintenance projects requiring comprehensive and innovative technical solutions. Effective collaborator always eager to contribute individually or guide group review and brainstorming sessions. Skilled communicator comfortable working with all levels of customer staff senior leadership and personnel. Experience with DB2, and knowledge in SQL, Oracle 8i and 11g, LINUX as well as AWS Solutions Architect. I have an excellent understanding how relational databases work. I currently have a Dod SECRET cleance.

Experience

Mantech/Teksystems 2022-Present

Operations Support Center Operator

Performs activities related to monitoring, detection, correction, escalation and reporting. Will routinely perform activities associated with IT customer support.

Manually upload and process critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations.

Create, analyze, route, update and close incident and service request tickets.

Triage phone and email call communication using the ability to understand and respond to customer requirements

Conduct initial troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks

Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords.

University of California Los Angeles (UCLA) 2016-2022 Programmer Analyst

Manage monitor and operate IBM Mainframe using zOS,MVS, JES2 and HMC

Monitor systems to ensure proper processing of all UCLA records

Open and complete incident, service, and change management request using Service Now

Monitor and schedule programs in CA Scheduler

Production print control using JQP (JES Printer Queue)

Oversee and reset mainframe systems on a daily and weekly basis

Monitor environmental controls for the computer room and UPS room

Act as problem manager when called upon. Coordinate escalation and/or resolution to problems that occur on shift.

Sharp Healthcare, California 2011-2015

2

Computer Operator

Monitor and operate mechanical, electrical, and fire suppression systems for Data Center support

Monitor systems to ensure proper processing of patient information

Open and complete incident, service, and change management request following ITIL framework

Backup and support the PACS medical imaging system

Production print operations using Vista Plus and Vista Plus Output Manager

Linux classes to support new duties

Received a COMPTia Security+

Utilize Comm Vault system to ensure disaster recovery tapes have been sent offsite NV Energy, Nevada 2000-2011

Computer Operator II

Operate IBM OS390 and BANNER computer systems, ECM, DASD and tape storage.

Reset and change passwords after hours and locked accounts of employees

■ Assigned to a special project to learn and teach coworkers about relational databases (Oracle 8i and 11g)

Required to take SQL classes to demonstrate to coworkers how to correct light problems in Oracle

Utilized Active Directory for account management

Utilizing VM/MVS, VTAM, JES2, OPCE, CA-7, BANNER and AppWorx/CA4 schedulers

Used AIX and Veritas for tape storage monitoring

Integral part of offsite disaster recovery

Was on a special project to learn VB programming for BANNER

Lead trainer for the computer room

Created Remedy Customer Support tickets

EDUCATION

Art Institute of Las Vegas

Digital Filmmaking

Classes in production management and directing

Extra-curricular activities such as PSA’s for various Las Vegas agencies SKILLS

Public Speaking

Proficient Computer Skills

Motivated Team Player

Multi-task Organization

3

Critical Thinking

Problem Solving

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