Level II Business Analyst & field technician
Resume:
JAMES K. SETLIFF
Houston, TX 77063
713-***-**** (cell)
********@********.***
Qualifications
Twenty + years experience in various areas of computer operations and data processing with increasing responsibility in the fields of computer operations, communications, personal computer installation/maintenance, and management information systems. Additional experience in data entry.
Professional Experience and Skills
University of Houston
8/212019-1/13/2019
Network Operations Center Tech
C-SAT-Contract Houston, TX
6/17/2019-8/05/2019
Process Engineer
Inspect and process 6000-8000 apple units weekly for end-user’s and decide if covered under warranty.
Replace clam shell, upper and lower decks, batteries.
Triage all units for current and potential issues.
Create, troubleshoot, document, and close tickets daily.
Monitor tickets to be close and transferred to the proper department and/or group.
Testing and changing Apple batteries mainly from induvial users and some small companies.
IBM/Sedona/State Farm Insurance Houston, TX
1/31/2019-6/6/2019
Field Engineer
Installed laptops, desktops, and printers for IBM within State Farm offices.
Troubleshoot software and hardware issues after installations.
Ensured end-user was working properly before leaving location.
Premier/Memorial-Hermann Memorial City Houston, TX
6/2012-1/19/2019
ISD Security Software Analyst (contract)
Responsible for changing/upgrading/deleting/troubleshooting hospital personnel in multiple software applications.
Applications were hospital centric; others are TSO, most Microsoft applications, Active Directory, Adobe.
Special projects as assigned.
Glotel/Sekisui Specialty Chemicals, LLC Houston, TX
6/2013-10/2013
Desktop Technician
Contracted for all laptop/desktop issues, including upgrades, replacements, reimaging, and all hardware and software issues.
Responsible for all printer issues, daily/weekly backups, and some server/router/switch duties.
IBM/Sedona/State Farm Insurance Houston, TX
9/2012-4/2013
Engineer I
Contracted for installation of Desktop/Laptop computers, AIO Laser Printers, Battery backup systems, NAS Gateways, and other peripherals as needed.
Conducted field training of new employees as needed.
Calpine/Wipro/Infocrossing Houston, TX
2/2012 -6/2012
Service Delivery Manager (dayshift)
Deal with all IT service requests entered into corporate ticketing systems (Tracker/Remedy).
Identify, research, and escalate tickets to appropriate server teams and resolve tickets.
Communicate by phone/email/in person with customers regarding issue research and remediation
Root cause determination and ensure all tickets are resolved within service level agreement standards.
Prepare weekly/monthly reports related to incidents/ticket metrics and post incident documentation.
Coordinate with Change Mgt. to assist in reporting, scheduling, and execution of changes/upgrades.
Work with priority 1 and 2 issues and coordinate all issues resulting from these incidents.
Strong knowledge and daily use of ITIL Management standards.
United Airlines/Artech Houston, TX
11/2011-2/2012
Tier III UNIX Technician
Responsible for all UNIX based applications as they apply to preflight/inflight/postflight operations.
Creation and remediation of all Unix, Windows, and Server based applications in Remedy.
Responsible for all tape duties for daily, weekly, and monthly onsite/offsite backups.
ComSys/CPS Energy San Antonio, TX
8/2010 -9/2011
NOC Analyst (2nd shift)
Performed all daily Network Operations Duties as needed
Utilized OPCon/XPS to monitor batch processes, release/hold jobs, adjust daily job schedules as needed.
Arrange conference calls when scheduling problems indicate need.
Create and resolve trouble tickets.
Other software utilized daily: HP OVO (OpenView), Orion, Telenium, Data Protector, Avaya CMS Supervisor, Cisco ASDM 5.2 for ASA, SAP, Windows 7, Windows NT, UNIX, others as needed.
Create daily turnover for dayshift employees .
Work with teams or alone as directed by management.
IBM/Sedona / State Farm Insurance Houston, TX
9/2009-3/2010
Engineer I
Contracted for installation of Desktop/ laptop computers, AIO laser printers, & other peripherals as needed.
Conducted field training of new employees.
CompuCom / Allstate Insurance Houston, TX
3/2009-5/2009
Engineer I
Contracted for installation of desktop/laptop computers, printers, servers, routers, and switches in individual agent offices in east Texas.
IBM/Sedona / State Farm Insurance Houston, TX
7/2008-11/2008
Engineer I
Contracted for installation of HP laptop computers and laser printers.
Conducted field training of new employees.
Burnett Staffing / Personix Stafford, TX
12/2007- 4/2008
IT Supervisor
Contracted as third shift IT Supervisor
Provided oversight of four computer operators and two paper clerks.
Trained employees for (1) improved customer service for user and client community, (2) improved telephone etiquette, and (3) team building relative to sharing of information intra-shifts.
IBM/Sedona / State Farm Insurance Houston, TX
4/2007- 9/2007
Engineer I
Contracted for installation of HP fileservers, UPS battery backup systems, and AIO (all-in-one) printer/scanner/fax machines for State Farm agencies in the Houston and surrounding metropolitan area.
ComSys of Baltimore / TD Ameritrade Fort Worth, TX
12/2006-3/2007
Unix SysAdmin for SysAdmiral/Tidal Job Scheduler
Built new jobs and refined existing jobs for Windows- and Unix-related job schedules relative to application with SysAdmiral/Tidal.
Presented changes in CM (Change Management).
Obtained review and consent of changes through Audit and SEC to ensure all legal requirements are met.
Moved jobs through Test into Production.
Pomeroy IT Solutions / IBM and BP Houston, TX
8/2006-12/2006
Systems Engineer I
Contracted to IBM and BP for buildout of file servers for BP in Houston and Chicago.
Installed electrical components, computer hardware and software, and cabling.
Performed software configurations for SAN Storage Servers.
Tested systems to ensure proper operations.
Compaq/Hewlett Packard Houston, TX
11/2001-4/2006
Business Analyst - Level II (2nd shift)
Performed daily inbound and outbound Tier I and Tier II job schedules for U.S., Asia, Europe and South America.
Provided problem resolution and escalation of procedures to higher level PSA's (programming systems analysts) when appropriate.
Arranged conference calls when scheduling problems indicated need.
Created and resolved trouble tickets.
Created and ran TMP and AD_HOC schedules.
Performed daily file clean-up procedures (deleting/archiving previous day's files as needed).
Created daily turnover reports and attended strategy meetings with incoming management team.
Utilized: Ashwin, SysAdmiral, and Control_M Job Scheduling Systems; Windows NT and Windows 2000 Professional; Microsoft Outlook; Microsoft SQL (6.5 and 7.0) - ISQL; Quest/Remedy Ticketing System; SAP R/3; Microsoft Word; and File Manager.
Worked with teams as well as alone when directed by management.
Worked Help Desk as needed. Provided Level III assistance on software/hardware and desktop issues.
Education
University of Houston – Downtown Houston, TX
Continuing education classes.
Houston Community College Houston, TX 1982 to 1986
Computer Science courses.
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