Frances Green

Lewisville, TX *****

Cell: 469-***-****

E-mail: adl8lm@r.postjobfree.com

OBJECTIVES

My immediate goal is to secure a position that utilizes my combined skills/background, knowledge and the practical experience gained working as an analyst --- long range, my desire is to work in a business area that would utilize my technical background and z/OS certifications in a process lead role.

CORE STRENGTHS/ KNOWLEDGE AREAS

A senior team leader known for providing analytical technical solutions to support strategic objectives for disaster recovery on mainframe systems, utilizing hands on experience to deliver superb customer service. A visionary technician with business acumen and exceptionally proficient skills in strategizing and applying tactics in business planning and development, technical applications, and operational functions. Experienced within a wide range of client delivery activities, including data collection, and the ability to work well under pressure, handle multiple tasks simultaneously and meet deadlines. Excellent communication skills with the ability to communicate with all levels of employees, in writing, in-person, and via telephone.

PROFESSIONAL EXPERIENCE

Pier1 Imports.

Network Operations Technician 09/2019-- 10/2020

•Responsible for production job research for break/fix ABEND resolution via ESP/Stonebranch.

•Assisted in conversion from ESP to Stonebranch

•Monitor and support network, critical systems, and applications, as well as the health and security of data center environment.

•Implement changes to productions job workflows and schedules as requested.

Fiserv, Inc.

Computer Operator 01/2019—08/2019

•Responsible for production job research for break/fix ABEND resolution via iSeries.

•Provide Tier I Technical Support for batch processes

•Resolve resource related batch failures.

•Provide timely response to phone calls from internal colleagues within, Fiserv business clients, vendors, and technology teams.

•Recognize risks to Service Level Agreements (SLA) as they occur and engage Management immediately upon awareness of significant delays.

•Communicates technical situations in person and by phone to non-technical people.

•Understands Windows command (DOS) prompt commands Use Windows Programs (Word/Excel/Access/etc).

•Understands network directory structures and be able to navigate them using the command prompt and Windows Explorer

Teleperformance 10/2018- 12/2018

Customer Service Representative

• Answer inbound calls for local retail company in a call center environment.

Citi 7/2015–8/2017

Netpixel (Citi) 8/2014– 6/2015

Mainframe Batch Analyst

•Responsible for production job research for break/fix ABEND resolution via the Tivoli OPC utility.

•Provide Tier I Technical Support for Citi’s global mainframe batch processes

•Resolve resource related batch failures by application of appropriate JCL overrides.

•Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.

•Recognize risks to Service Level Agreements (SLA) as they occur and engage Command Center Management immediately upon awareness of significant delays.

•Document and update incident technical details into ServiceNow ticketing system.

•Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.

•Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.

Experis (ExxonMobil) 6/ 2013- 7/2014

Computer Operator

•Monitored 16 mainframe environments, batch processing, network, 7 UNIX/ AS400 and Midrange environments for system, software and hardware failures. Escalated and document problems via BMC Remedy ITSM.

•Perform weekly IPL’s during maintenance windows via HMC console.

•Monitored LPARS, Network, Autosys/AS/400 and Midrange environments

•Escalated problems via BMC Remedy ITSM, SAP Routers to trouble shoot SAP systems problem

•Jes2/Jes-3 Production, Autosys, use GSI DB to find the server group, hostname and Domain

•Scope includes SAP, Non SAP, Retail and DB associated with applications

•Application Runbook to respond to alerts, UC4 to start and stop applications, Basis system to start/stop for Change management, SAP to stop/start executors via Remote Desktop using UC4 scripts

Hewlett Packard 3/ 2012 – 10/2012

Technical Consultant III

•Applied developed subject matter knowledge to solve common and complex business issues within established guidelines recommending appropriate alternatives for server conversion. Resolved problems of diverse complexity and scope during the project in a timely manner. Exercised independent judgment within general defined policies and practices to identify and select a solution. Utilized abilities to handle unique situations.

•Converted all FedEx retail stores (1800+) to a hosted Hyper-V environment.

•Completed project on time and within budget constraints while exceeding customer satisfaction.

•Imaged (1800+) servers before sending out to retail stores for installation.

Bank of America 3/ 2001 – 1/2010

Senior Mainframe Technical Support Analyst (2001-2010)

•Group team leader overseeing contingency planning backup and restores. Responsible for training and supervising up to 20 employees. Documented and created standard processes and procedures for new hires. Key project member tasked with automating process to identify critical customer data.

Presented automation process plan to senior management and awarded $1 million to purchase software

that could meet the team objectives.

•Led team that converted over 300 application’s backups to ABARS used on 10 mainframe systems

•Tested disaster recovery in 5 different locations and achieved a 99% recovery rate

•Assisted vendor with installation and supported DRVFI software that automatically identified and backed up critical data on 10 mainframe systems

•Researched and performed break/fix problem resolution 24 x 7 on call support to ensure applications meet service level agreements.

•Awarded quarterly reward points for outstanding work.

Production Control Operations Analyst 12/1997 – 2/2001

•Backed up and supported lead production control operations analyst. Responsible for production job break/fix ABEND resolution via the CA7 utility.

•Monitored production batch cycles across 10 mainframe systems to ensured clients meet service level agreements 99.9% with no issues.

•Escalated and documented problems used by upper management to update and address with staff during morning meetings.

•Responsible for training new hires.

TECHNICAL BACKGROUND

Operating Systems:

OS/MVS, VM, CICS, IMS, JCL, VAX, JES2 & JES3, Change Man, Peregrine, Windows 7/Vista/XP, Microsoft Hyper-V, AS400, Midrange, SAP & Retail, Service Now

Scheduling Tools:

Control-M, CA7, CA11, Tivolli-TWS, ESP, StoneBranch

Software:

Microsoft Office modules, Microsoft Outlook, Quick Books, Internet Explorer

EDUCATION & TRAINING

Brookhaven College – Farmers Branch, TX

Network and Database Administration Support Certification in Progress

Richland College – Dallas, TX

Certification in Healthcare Informatics IT

ARCO Computer Learning Center - Houston, Texas

Computer Science/Computer Operations

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