Data Center Technical Support

Rudy Benk

**** ****** ** **

Acworth, GA *****

********@*******.***

Tel: 678-***-****

TECHNICAL HIGHLIGHTS

Computer Professional with 29+ years of IT experience; including Technical Support, Data Center Operations, customer support/helpdesk.Troubleshoot trouble tickets. Manage and work tickets. Training new employees, Microsoft Office, Landesk, Active Directory, Jenkins, Helpdesk, PC Repair/Installation, Client Server, Networking, SQL Sever, Mainframe, Sofware Development, Cobol, Jcl, Vsam, Tso, Spf, DB2.

PROFESSIONAL EXPERIENCE

07/2017 - 11/2024

Healthport Alpharetta, GA

Data Center Operator

Monitor all operations involving the data center. This includes monitoring all servers, network availability, print and mail operations, physical security of the premises, e-mail and backup operations. Worked closely with other teams to provide the foundation for proactive response to clinical system issues. Monitor and respond to hardware and software events generated by complex application(s), system(s), network, and environmental support equipment. Operate, maintain, and monitor system processes and hardware peripheral devices through system console(s) to ensure the readiness of systems, applications, print, disk, network, and other complex subsystems. Perform Enterprise Data Protection services in a 7x24x365 environment. Provide off-shift and weekend resolution of Data Center tier-one hardware remote access issues. This function facilitates HealthPorts IT Services strategic plan to ensure availability and functionality for enterprise wide computing resources.

7/2015 - 1/2017

Ciox Health Alpharetta, GA

Configuration Support Engineer/Change Control Tickets Administrator Review deployment instructions for approval. Set up back ups and deployments using Jenkins. Run backups before deployments. Assist deployment team during deployments, including deploying software/updates/hot fixes. Create change control tickets for deployment team. Track and report issues. Manage the change portfolio. Consult with project teams.Complete change management assessments. Lead change control meetings. Review and approve/reject change control requests. Moderate change control meetings.Create Audit reports. Consult with managers over past due change control tickets. Assist deployment team during deployments, including deploying software/updates/hot fixes using Jenkins.

11/2013 - 7/2015

Healthport Alpharetta, GA

Data Center Operator

Monitor all operations involving the data center. This includes monitoring all servers, network availability, print and mail operations, physical security of the premises, e-mail and backup operations. Worked closely with other teams to provide the foundation for proactive response to clinical system issues. Monitor and respond to hardware and software events generated by complex application(s), system(s), network, and environmental support equipment. Operate, maintain, and monitor system processes and hardware peripheral devices through system console(s) to ensure the readiness of systems, applications, print, disk, network, and other complex subsystems. Perform Enterprise Data Protection services in a 7x24x365 environment. Provide off-shift and weekend resolution of Data Center tier-one hardware remote access issues. This function facilitates HealthPorts IT Services strategic plan to ensure availability and functionality for enterprise wide computing resources.

5/2011 - 11/2013

Healthport Alpharetta, GA

Helpdesk Analyst

Provided support for all Information Technology products and services. Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Troubleshooted printer issues and worked with external IT departments to install proprietary software. Determined the most effective manner to resolve user's technical issue. Engaged in research and in-depth troubleshooting to resolve technical issues. Consulted with senior staff when necessary. Recorded required customer and problem information in the Landesk Call Ticket System. Updated tickets with appropriate journal entries of activities, and resolved tickets with well documented resolution entered upon completion of the job. Resolved Level 1 and 2 support calls. Elevated complex and/or high priority problems to the appropriate support groups for resolution. Verified that suggested solutions effectively resolve the users' problems through verbal or email follow up.

9/2006 - 2/2011

H&R Block Marietta, GA

Field Service Technical Support

Coordinate the setup, shutdown and support of PC hardware and software for H&R Block's field offices in compliance with instructions provided by World Headquarters.

Maintain, troubleshoot, and support field systems in company-owned field offices by phone and with on-site visits. Conduct troubleshooting in conjunction with Call Center Support associates and Metro Technology Manager/Region Technology Manager, as necessary. Maintain an inventory of district equipment. Maintain hotspare tracking and control for computer equipment in the district. Document hardware problems and their resolution.

12/2005 - 4/2008

H&R Block Marietta, GA

Tax Associate- Temp

5/2007 - 1/2008

Keystone Automotive Austell, GA

Inventory Control - Temp

2/2004 - 12/2005

Self Employed - Kennesaw, GA

Pc repair - Temp

7/2002 - 2/2003

DB South Marietta, GA

Warehouse Logistics - Temp

10/1999 - 9/2001

IBM Global Alpharetta, GA

Senior Programmer/Analyst

Full Life Cycle Development. Production Support. New development and testing for revenue, inventory, and corporate financial systems. 24X7 system support, to guarantee operability. Analyzed, modified, compiled, deleted and tested modules for billing systems.

5/1998 - 6/1999

Fortis Smyrna, GA

Senior Programmer/Analyst

Member of a team responsible for the Year 2000 system compliance for an insurance and financial services company. Modified and tested all Cobol programs, JCL, and DB2. The company provides specialty insurance and investment products to businesses, associations, financial service organizations and individuals in the USA.

12/1994 - 4/1998

MCI Worldcom Atlanta, GA

Programmer/Analyst

Acting team leader of the Collections System. System modifications, new development, testing, and application support. Responsibilities included interacting with Computer Departments of Collection agencies, and internal MCI organizations to guarantee and support entire system. 8/1993 - 12/1994

Dekalb Tech Decatur, GA

Computer Lab Assistant

Repair, upgrade and maintain hardware, install and troubleshoot software. Responsible for over 100 computers, printers and monitors. Light Cobol programming.

8/1994 - 10/1994

First Family Financial Atlanta, GA

Programmer(Internship)

Performed programming modifications and enhancements to existing Cobol programs. Converted programs from Cobol 68 to Cobol 85.

EDUCATION

1994 Computer Programming

Associate Degree in Applied Technology GPA: 3.74 - Dekalb Tech, Decatur, GA

PROFESSIONAL AFFILIATIONS

Member of the Alpha Beta Phi Technology club.

KEYWORD SUMMARY

100% Fluent in Spanish.

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