Terrell Riley

**** * **** ** *** B. Kansas City, MO 64131

(Cell) 816-***-**** (Home) 816-***-****

adspzz@r.postjobfree.com

Technical Skills:

IBM Mainframe, PC's, OS/MVS, ISPF, Control M, SDSF, JCL, JES2, MVS, TSO, Unix, Mainframe, ESP Scheduling, Programming Language Logic, Source Code Manager, Direct Connect, Linux, VCenter, ServiceDesk, Tape Library Management Systems, Fault Management, Tape Cartridges, STK Tape Drive, Scanners, Printers, Android Devices, Lotus, MS Excel, MS Word, MS Power Point, MS 365, Windows 03, XP, 07, 08 & Windows 12, SMS & MQ Series, SMS, Wireless CDMA, ESX, ECP, EVDO and Lucent 5ESS Switching, IBM Tivoli, Citrix, Xenapp, XenDesktop Server and AppVolume, IBM Z\OS, Nortel DMS, DB2 and Web sphere, installation and configuration hardware and of Terminal Services and Citrix, LAN hardware and software solutions, ServiceNow and Remedy ticketing systems.

Network + Security+ Anticipated Test Date – 8/2022

Professional Experience:

Intouch Solutions – Overland Park, KS – April 2021 – Present

Enterprise Support Architect

Supported enterprise systems, troubleshooting /helpdesk tickets for (Workfront & Dynamics).

Worked with and technical knowledge of Azure and Cloud security, with understanding knowledge of basic CyberSecurity concepts, FrameWorks, CWS and best practices.

Created internal training documentation, able to manage & multi-task Enterprise systems, Enterprise security document creation and security design.

Develop and continue to refine CRM change management standards and tools, as well as help develop processes to implement effective workflow and best practices.

Provide time / resource estimates to technical leads/PM for assigned projects.

Proven experience working in Risk management, Vendor management, Patch Management, vulnerability and their relationships.

Worked deeply with ITIL processes and the way they are implemented, able to deliver with same methodology.

Worked with access management and Controls, and Adhere to VMware and Cloud.

Implement and upgrade to ERP system (Microsoft, Windows Dynamics)

Provide first and Second level support for ERP end users for the JDE Enterprise and applications by providing specific system and business expertise.

Provided recommendations to the IT manager for enhancements or new systems designs which they felt would benefit the company.

Troubleshoot and solve database SQL queries, IMS functionality.

Manage and resolved escalated support tickets.

Transformed App to mircoservices using App methodologies, and configuration Logging.

Provided Citrix administration with both XenApp, XenDesktop sever, to have citrix upgrade, troubleshooting Citrix printers, profiles and Farm Configuration.

Main Street Credit Union – Mission, KS – May 2015 – April 2021

Application Support Specialist III

Administers the day-to-day operation of the Information Systems Department Symitar core software system, to include: executing the proper jobs, maintaining scheduled job flows, hardware/software troubleshooting, and testing new software releases. First IT Department resources for Symitar core system support to staff, including administering user permissions and security groups, and rights to various levels of field level file maintenance.

Creating and Scheduling jobs on the Control-M tool in both Distributed and Mainframe Environment (Test and Production)

Assures timely execution and completion of core system related job tasks, i.e., payroll, ACH, EFT reports, share drafts, day end and period ending job routines, etc. Prints and distributes reports and notices. Inputs Symitar system reports into the Synergy imaging system. Performs various data extractions from, and data input to, the core system.

Provides secondary support of LAN and WAN related issues, switches and routers i.e. (internet and telco) that can be resolved at the moment, to include applications such as but not limited to: Microsoft Exchange, Microsoft Office applications, and other enterprise applications.

Day to day administration of Control-M/EM Server and its components, production batch scheduler and ensure continuity of business services.

Create new jobs in Control-M on Windows.

Provides administration and support for the Intersection intranet portal software system IT Department help desk, by creating, reassigning, maintaining, closing help desk cases.

Build and manage job flows, calendar requirements and scheduling criteria.

Experience with basic network functions in Systems Network Architecture (SNA)

Provided support with Microsoft SQL server, able to run SQL scripts with web based, security layers, application administration and disaster recovery.

Mainframe JCL and CA-7 command knowledge/ Scheduler skills, experience in COBOL, CICS, TSO, JCL, VSAM and DB2 development.

Knowledge of CICS, MQ JCL syntax and coding including use of CA JLCCHECK tool.

Strategic Data Systems –Kansas City, MO - June 2014 – May 2015

Service Desk Analyst II

Prepare standard statistical reports, such as service desk incident reports. Track and monitor problems to ensure a timely resolution.

Conducted deep dive technical analysis to resolve system problems, ensuring procedures and processes are followed system problems, ensuring procedures and processes are for system changes.

Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail request for

assistance from users experiencing problems with hardware, software, networking, cyber security and cloud-based solutions, database concepts other computer-related technologies.

Interview user to collect information about problem(s) and lead user through diagnostic procedures to determine source of error. Determine whether problem is caused by hardware issues such as modem, printer, cables, telephone or by software issues.

Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, and refer more complex problems to second tier technical support staff or supervision.

Log and track calls using problem management database, and maintain history of records change management related problem, documentation in the records management system.

Worked on PC refresh team, to image Pc’s and laptops.

Updated and modified ESP Scheduling System for computer operations.

Performed QA and COBOL, DB2, and JCL testing for new applications

The Yoh Company - Ericsson Inc - Overland Park, KS - October 2010 – June 2014

Implementation Analyst

Responsibilities as a Network Operations Center technician to include develop, implement and maintain the solutions that support and help the company’s wireline, land line and wireless networks.

Monitored network for alarms, power failures, bit and framing errors, Break/Fix and scheduled maintenance.

Provided end-user support and day-to-day IT support to end-users within the corporate environment to ensure workstations and desktop computers were functioning with optimum performance and communicating within the corporate network. Supported multiple end-user workstations within the corporation nationwide.

Created and maintained the work log of troubleshooting notes and network trouble tickets.

Handled all network issues and incoming calls for multiple offices throughout the U.S. and overseas providing end-user support for network installation and setup.

Maintained JCL, and updated CA7 scheduling systems and ZEKE scheduling systems for batch production systems.

Designed and implemented all batch processing ESP Applications.

Maintained and performed maintenance on the ESP applications.

Preventative maintenance, patching, capacity and performance management, for monitoring and alerts.

Teksystems - (U.S.D.A. site) Kansas City, MO - January 2008 – September 2010

Deployment/Application Specialist

Maintained COTS (commercial off-the-shelf) package deployments in a physical desktop environment as well as a virtual desktop environment.

Worked as a PC deployment technician, backed up customers and user data, setup computer install applications, connected computer to the customers or users’ network drive, and transferred data back to primary computer.

Performed password resets with Active Directory and assisted with e-mail issues on Microsoft Exchange SQL query, ensuring the profile pointed to the correct server. Worked with corrupted profiles to confirm they worked properly.

Answered calls in a help desk environment, screened, diagnosed, resolved and referred internal inquiries and work requests relating to company specific specialized programs and computer equipment to the proper setting.

Additional responsibilities included: operated PC migrations including transfer of the users’ personal data, documents, and settings between two computers. Also, upgraded the operating system, hardware, and software between migrations.

Sprint Nextel – September 2006 - December 2007

Technical Support II - Desktop Support

Provided support to customers and business operations staff in resolving moderate to complex technical problems.

Monitored and responded to incidents as needed to escalate and provide resolution of hardware, software applications, network and environmental issues.

Initiated, updated, tracked and closed network trouble tickets. Also provided level one and level two break-fix support to resolve issues.

Created, updated, and maintained multiple Ghost images for PCs and laptops for rollout to production.

Utilized Ghost protocol to create an image of a system which included hardware and software support of hardware failure and multiple installations. Created a base image utilizing MS Office and MS Exchange to get the system operational.

ROSE INTERNATIONAL Kansas City, MO – December 1998 - September 2006

IT Specialist - Computer Operator

Provided support on multiple large mainframe computer systems with a primary focus to mount reels and cartridges of magnetic tape in tape drives, load paper in printer, load checks or other documents in magnetic ink reader-sorter or optical character reader, set guides, keys and switches, enter commands into computer using computer terminal and perform other tasks to start and operate peripheral devices.

Assisted in all functions of large scale Tape Library Management System, consisting of Tape Cartridges and 9-track user tapes and contractual user tapes.

Operated IBM z\OS operating system, and IBM laser printers (3800), Info Printer and A/S 400 support. Provided maintenance support and recovery to all production processes.

Provided support for TCP/IP, VoIP, DSL data and SQL databases ensuring back up and restoration as needed for disaster recovery. Supported Direct Connect utilizing UNIX in a job scheduling setting. Ran jobs using UNIX and Direct Connect.

Monitored multiple CPU platforms and applications to ensure adequate performance in preventing processing delays to the end users and customers.

Performed all functions of computer operations to maintain system performance. Confirmed hardware and software availability to monitor the transmission of bulk data files throughout the system and ensured that all files were transmitted or received and processed by the end user or entered in the mainframe process.

H & R Block, Kansas City, MO – August 2005- April 2006

Help Desk Level One Support (Seasonal)

Performed telephone support for both internal and external users including outside tax offices as a night shift employee while still employed as a full time USDA employee

Completed a two week training program to learn company procedures and become proficient in propriety software packages.

Supported users with system access, e-mail, software and hardware problems.

Escalated problems that could not be resolved over the telephone in a timely manner by creating trouble tickets for level two support.

Assisted with networking, PC setup, troubleshooting, printer repair, TRS, VLAN and ISP issues.

Summary:

A+ Certified IT professional with over ten years of experience in Technical, Desktop, Network support, VMware, Clustering and Cloud Based Architecture, Mainframe Operations and Tape Management skills

Excellent communication and customer service skills

Strong problem solving and time management abilities

Strong, professional work ethic

Superior customer service skills, realizing internal customers are equally important as external customers

Good Organizational, Analytical and Communication skills, both written and verbal

Strong ability to lead teams to perform and exceed departmental goals and expectations

Expert problem solver by conducting thorough research to make sound, informed, and justifiable decisions.

Able to deliver operational excellence to internal and external clients. Is able to detect future client expectations and adjust accordingly.

Education:

National American University – 2000- 2004

Bachelor of Science - Management Information Systems

Concentration Area: Network Management

Longview Community College - 1994 – 1995

Business Management and Engineering classes

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