HAROLD P. FLETCHER

E-MAIL: adt9bz@r.postjobfree.com

***** ******** **. *******, ******** 48205 Cell phone 313-***-****

PROFESSIONAL PROFILE

A position in IT utilizing strong problem solving skills in the communication of technical information, data management, compiled with a strong customer service driven protocol. Research the latest information technology (IT) security trends. Assist in developing security standards and best practices for my organization. Recommend security enhancements to management or senior IT staff. Assist computer end-users when they needed to install or learn about new security products and procedures. Over 10 years of experience in multi-platform environments, which include: IT Healthcare, Computer Operations and Customer Support/Helpdesk and Security Administration. Over 5 years of managerial experience implementing and interpreting policies and procedures in the Retail Industry. Detailed oriented with excellent communication skills, both oral and written.

EXPERIENCE

AAA Of Michigan/ACG – Dearborn, Michigan 04/14-07/21

Enterprise Job Scheduler Administration across multiple platforms, specifically CA Workload Automation AE and CA7

ACF2 Rule maintenance and support

Maintaining, customizing, and supporting one or more Configuration Management Tools across multiple Platforms ( E.G. Serena Dimensions, CA Endevor, and GitHub Enterprise)

Operational Change Control Procedures and Best Practices, preferably in ServiceNow

Continuous Integration / Continuous Deployment experience preferred

Responding to customer incidents and restoring service (using documented process and work around)

Analyzing customer incidents and/or requests and reviewing and selecting the most appropriate plan to restore service

Documenting a complete solution (current assessment, gap analysis, proposed solution, bills of materials, configuration specifications, etc.

Mapping customer requirements to detailed solution design

Leveraging advanced monitoring tools to collect information and affect configuration changes

Conducting change impact analysis and scheduling to ensure compliance with IT policies and procedures

Creating complex job schedules across multiple platforms using CA7 Job Scheduler

Job scheduling software installation, preferably CA7 agents

CA7 Security, including setting up production IDs across multiple platforms

Network Security to support distributed job scheduling

Trouble shooting system problems and coordinating restoration of service across multiple platforms

Documenting incident management and/or break-fix solutions

Leveraging basic monitoring tools in order to make technology assessments

Analyzing and restoring service to new incidents

Monitoring using report tools and methods required to recognize service outages and restore within Service level Agreement (SLA)

Detroit Medical Center/CareTech Solutions – Troy, Michigan 04/06-02/17

Information Security Analyst/Administration

Configure and Maintain Active Directory, Microsoft/Exchange, and e-mail accounts.

Provide security support for following applications:

HP-UX 3M Health Data Management

Lawson Healthcare Software, Citrix

Go To My PC, Support Now, Cerner/Millennium/SURGINET /POWERCHART/FIRSTNET

CA-TOP SECRET, ACF2, RACF Security Mainframe Interfaces,

MISYS: SUNQUEST & ANTRIM IBM Mainframe,

AS400

Created user ids for Cerner/Millennium/SURGINET/POWERCHART/FIRSTNET; As well as the knowledge of granting the appropriate ability to the end user.

Work closely with non-medical customers and clinical staff to define report requirements.

Responds to user problems by listening, clarifying and responding within scope of responsibility.

Provides telephone, face-to-face, and remote support to clients/end users.

3-6 years of experience in this field of work.

The ability to be the escalation point for all application, network, security, and device support, some of which are technically challenging and includes direct customer engagement.

Strong interpersonal skills with a positive and enthusiastic “can do” attitude.

Experience with HIPAA, HITECH, and other healthcare/privacy laws and regulations.

Monitor numerous software changes and assist the client with regard to program changes and operations through utilization of change control documents.

Address and troubleshoot and resolve trouble tickets to assist the help desk.

Assist in generating Business System Application Change Request.

Assist in Projects for (BSACR) to enhance service level improvements and increased organizational effectiveness.

Implementation of (BSACR) to alter Cost Saving, Revenue Generation, and Customer Satisfaction and Cost Avoidance.

Assist client with remote office and user support access.

Address, open and resolve incidents through a ticket tracking system as well as following procedures working in conjunction with the helpdesk.

McLaren Macomb Healthcare-Kelly Services-Mt. Clemens, Michigan (Temporary Assignment) 02/14-01/14 Lab Courier Services/Admitting-Billing-Insurance Eligibility

Utilized Mckesson-Paragon Software.

Used AHI-Software in conjunction with other vices for insurance verification

Other tools used for to verify insurance coverage’s: BXBS-Web-Denis, CHAMPS Insurance verification.

Entered Diagnostic Codes/ICD9 Codes and Patient Demographic information.

Processed Commercial Insurance Claims

Detroit Medical Center/CareTech Solutions – Troy, Michigan 12/01-04/06

Computer Operations/Computer Operator

Monitored all production and test platforms.

Surveyed McKesson/HBOC-ORBIT Application, which supports surgical scheduling/boarding, peri-operative charting, surgical billing, and historical reporting.

Supported IBM Virtual Tape Server 3494, AS400, and RS6000.

Utilized TSO, ISPF, CA-Dispatch, and CA7/CA11.

Performed daily execution, operations and reporting of critical scheduled production.

Monitored data center environment and conduct data center checks.

DTE Energy/Detroit Edison – Detroit, Michigan 11/01-12/01

Computer Operator – Processing Services Department

Utilized of UNIX based application entitled DAZEL, for processing residential and commercial clients.

Knowledge of IBM JCL and JES2. Worked with TSO, ISPF, as well as a variety of CA products.

Possess a working knowledge of OCE’ peripheral devices.

Global Crossing Information Systems – Bingham Farms, Michigan 9/99-8/01

Security Administrator/Information Technology and Controls

Provided security support for platforms such as IBM Mainframe (OS/390), AS/400 (OS/400), Novell NDS, Windows OS (Win 95, NT), UNIX (SUN, Solaris, RS6000, HP/UX).

Administered data security support for mainframe (MVS) security software (CA-ACF2).

Utilized ACF2 rule-writing process.

Assisted in providing technical support for system auditing of control mechanisms, User ID maintenance, audit compliance routine and appropriate investigative actions.

Worked closely with IT Customer Support Center to ensure customer requests and problems were completed and resolved within an acceptable target threshold defined by management.

Assisted end-users, management, and peers in determining feasible solutions to security dilemmas and exposures.

EDS Corporation (Electronic Data Systems)/Detroit Diesel Corporation – Detroit, Michigan 7/98-9/99

EDS Corporation (Electronic Data Systems) – Troy, Michigan 3/96-7/98

Computer Operations/Customer Support

Customer Service Center – Monitored all Production System Platforms including LAN, UNIX, VM, TANDEM and MVS.

Executed the Production Batch Schedule utilizing CA7/CA11 and CA-Unicenter.

Performed security password resets for Mainframe, LAN, UNIX, and NACOS Systems.

Effectively escalated calls to support groups as well as communicated technical information on multiple levels.

Implemented Initial Program Load (IPL) for MVS and VM System Images.

Graduate of Operations Development Program (OPD)

EDUCATION

Central Michigan University Graduated: December, 2000

Bachelor of Science – Industrial Administration

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