Service Manager Customer
Resume:
Jerry Brown
Contractor
Philadelphia, Pennsylvania, United States
**********.*****@*******.***
WORK EXPERIENCE
October 2015-2021
Contractor
Security Infrastructure Analyst,
Highmark Inc
2015-2021
Service Manager IM and RF Tickets
Current IAM-Provisioning, Creating 15 to 30 non-employee ID's
VendorID, ApplicationID, AuditID, TestID, TrainingID per week along with other
logical units of work in terms of approved security access. Reset 100 passwords per week.
Provisioning/De-Provisioning
IAM- Identity and Access Management, grant & provision security access, Role Base Access,RBAC Management-Assist with standing up naming conventions, Role Resources, Base Security, Business Roles, Active Directory, Attributes Dynamic or Static member goups, assist with Policy making, LDAP, ZSecure
RACF, create non-employee ID's, Maintain CyberArk password protection share Monitor PW insertions,
Account set-up AS400, Lead Member of IAMLIDTEAM creating Application ID's, Robotic ID's,
Service Manager - (L2) Troubleshoot incident management tickets
DB2 Native access management. Oracle model assignments, provisioning Baseline Mainframe Access, Execute
Mainframe Batch Jobs for Test ID's
Execute SQL scripts/DB2, Teradata, Active Directory
Participate in incident response processes Level 2
Participate in security remediation projects.
Ability to work well individually as well as in a team environment
Ability to learn new technologies and processes quickly.
Excellent written communication skills, including documentation skills specifically with the drafting and updating of
process and procedures (DLP).
Excellent customer service skills
Detail oriented and strong organizational skills
Strong analytical and problem-solving skills
Self-starter with demonstrated ability to make decisions
Ability to perform off-hours support calls.
24x7 on-call rotation. Work from Home employee.
Knowledge Base Service Level Agreements (SLA) Professional Experience
Sara and Service Manager IM Tickets Sev-3,4
Supervisor Computer Operations
December 1981-June 2014
Independence Blue Cross
Supervision of the Corporate Data Center weekend shift (Computer Operators and Tape Librarian)
Responsible for monitoring and maintaining all data center environment devices - PDU. Generators, AC units, Water
Detection and Fire suppression Systems)
Responsible for Service Desk/Help Desk administration throughout the weekend shift consisting of 2000 to 3000 employee user community.
Perform IPL and System Save weekly procedures for AS400(MHS, CSI) and Mainframe partitioned boxes (Asys, Bsys Dsys and test Csys)
Installed and upgrade Applications, Network, Technical software pushes ensuring stability with check out procedures,
worked closely with application programmers and IBC technical support teams
Accountable for handling problem management escalation procedures on the weekends; observing, identifying, and
reporting issues related to system hardware, application software, application portal incidents, initiating incident reports,
tickets, emails and conference bridge calls, pulling all resources together to resolve the issue as well as timely updates to
Severity1 and Severity2 documentation communicated to upper management during off hours.
Lead Computer Operator
Responsible for processing all batch workflows via job scheduler on both Mainframe and AS400
Monitor and Report HP/OPENVIEW for critical messages due to server issues and escalated calls to have outages resolved in a timely manner.
Interact with Technical Service teams, and vendors to identify hardware disk drive errors, tape drive errors and equipment installations or failures. Create service requests and incident reports to resolve these time sensitive issues.
Created and managed weekend notes for all Network SAN and Server Changes, Mainframe, AS400 procedures, ensuring task completion and sending all activity copies via email to technical support teams and management.
Created operations procedure guide for all aspects of computer operations environment
Ex: Run book execution, scripts, DR testing, offsite vaulting and tape backups
EDUCATION
1980-1981
Certificate
OICX Business Management
Philadelphia, Pennsylvania, United States
SKILLS
ACF2 Distributed Systems Encryption Identity and Access Management IAM Mimix Multi-
Factor Authentication MFA NetBackup RACF SSO Veritas Active Directory CA-7 CA7
Cisco Computer Operations Data Center Incident Response ITIL Net view OpenView
Service Level Agreements Tivoli DB2 Oracle Replication SQL Citrix LDAP Storage Tek
VMware VPN VTAM Amdahl CA Scheduler HP OpenView JES2 Mainframe MVS OS/JCL
SDSF Teradata Backups DLP Splunk AS400 iSeries Provisioning SAS
Application Software Technical Support EMC Vmax SRDF ISPF Virtual Desktop Infrastructure VDI
CICS FTP UNIX Millennium IT Infrastructure Library Detail Oriented Excellent Customer Service Skills
Excellent Written Organizational Skills Self Motivated Self-Starter Incident Management
Security Infrastructure Generators RF Robotic Remediation, Fire Suppression,
Documentation Problem Solving Operations Closing Processor CSI Customer Service Oriented
Customer Service Help Desk Drafting Service Desk AC Librarian Scheduling EMC
Batch Processing Workflow Blue Cross Retail Sales Excel Microsoft Office Microsoft PowerPoint
Microsoft Word MS Word.
CERTIFICATIONS
Certification of Science in Business Administration
Certified in Customer Service: BSM, HPSM, ECC, HP OpenView, AD
Certified in Customer Service
Member of Green Peace
VMWARE, VTL, ITIL
Microsoft Office
MVS and Jes2 IBM
ISPF advanced
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