Customer Service Operations Supervisor
Resume:
Waldorf, MD *****
*************@*****.***
Lawrence D. Cole
mailto:*****@*******.***
Career Objective: To continue my career in an innovative and ever changing industry, where I can utilize my unique range of professionalism and business skills combined with 30 years of experience in the Information Technology field.
Application Experience: SolardWinds Technology, Control-M, CA-7, ESP Workload Manager, BMC Remedy Viper & PEC, ECS/EM, TPX, COBOL, JCL, MVS/JES2 commands, SMC console, REXX/Clist, NDM, OFD Tandem, ThruPut Manager, Infoman, Microsoft Office, Lotus Notes, RACF / ACF2, Roscoe, TSO, IBM Utilities, CICS
Work Experience:
CareFirst Bluecross / Blueshield From April 2017 to November 2021
Sr Datacenter Engineer
Responsible for monitoring, resolving and escalating issues across all environments at front-end and back-end, involving CA-ESP scheduling, batch processes and file transmissions
Mainframe schedule specialist (L2 Production support)
IBM Mainframe perform weekly IPL’s via the HMC
JCL for Production support
Active Directory / 24 Hour Help Desk / 24 Hour Service Desk Support
Unix
MVS and batch CA-7 and CA-ESP scheduling (Batch related request and Issues)
Service Now Ticketing Protocols
Data Center Operations
Ensures that vital components in each environment are always up and running. Any abnormal event should be properly documented and escalated to group(s) responsible
JCL overrides, transfer of jobs from test to production.
Familiarity with various tools such as Control-M, Enterprise Manager, Introscope, Websphere, Enterprise Admin Console and Health Checks
Airline Tariff Publishing Co. (ATPCO) Dulles, VA From December 2009 to January 2017
Level 2 Data Center Analyst
Responsible for monitoring, resolving and escalating issues across all environments at front-end and back-end, involving scheduling, batch processes and file transmissions
Mainframe schedule specialist (L2 Production support)
IBM Mainframe
JCL for Production support
Unix
MVS and batch scheduling (Batch related request and Issues)
Service Now and Remedy Ticketing Protocols
Data Center Operations
Ensures that vital components in each environment are always up and running. Any abnormal event should be properly documented and escalated to group(s) responsible
Responsible for handling Adhoc requests received during off hours. This may involve file transmissions to various carriers, batch job submission, CA-7 and CA-ESP scheduling batch process, JCL overrides, transfer of jobs from test to production and performing special procedures requested by other groups
Familiarity with various tools such as Control-M, Enterprise Manager, Introscope, Websphere, Enterprise Admin Console and Health Checks
Ability to interpret FTP messages and trouble-shoot problems. Communicate problems and issues in addressing FTP issues with carrier’s technical support as well as with ATPCO’s network group
Document events and procedures that can be utilized as training material for the group. Also, responsible for keeping documentation up to date
Contributed in improving online procedures for operations
Performed startups and shutdowns of CICS online regions, this includes daily and weekly IPL's
Performed sole responsibility of handling production control function during weekends. This involves determining and analyzing problems concerning job abends and communication problems with support personnel. This also required submitting jobs with JCL overrides as requested by application support
Performed schedule release and restart of batch jobs via CA-7. Make changes on JCLs when required
Prepared written procedures for operators. Assisted supervisors in writing reports for management
Streamlined written documentation and procedures that helped Operators perform their tasks easily/ reduced operator errors. This also shortened training time of new operators and helped them become more independent
Washington Hospital Center- MedStar Health Silver Spring, MD From August 1990 to June 2009
Technical Operations Supervisor
Managed a team of 8 Data Center Technical Operators
Performed bi-weekly payroll processing and distribution of print processing, batch processing jobs and IBM mainframe tape mounts
Utilized Control-M, CA-Scheduler and ESP automated schedulers to perform management of both batch and Unix script processing within mainframe and distributed systems in a GUI environment. Ensure that process-flow meets business requirements on a timely manner. Any SLA delay is relayed to the management and business users
Monitored batch flows and system alerts via Enterprise Management and PEC alerts
Provided customer service and multi-task work in a fast-paced environment
Understand operation of MVS OS/390 sysplex environment. Also has ability to manage OS/390 and CMOS processors along with sysplex architecture. These include virtual tapes & silos, DASD’s, ESCON channels /directors. Also possess understanding to isolate and resolve OS/390 system-based error conditions relating to MVS configurations
Escalate issues to management, customers, and support groups
Utilize standard operations logs and other communication tools to clearly turn over communications and document issues following management guidelines
References Available Upon Request
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