Mainframe Production Support & Monitoring Specialist

Godfrey Collman

Email: ***********@*****.***

Phone: 917-***-****

Summary of Qualifications

Self-motivated individual with extensive experience in Active Directory, VMware, Cisco, ticketing systems (Remedy, ServiceNow, etc.), SPLUNK, Grafana, and AppDynamics.

Proven track record of reducing incident resolution time by 30% through process optimization.

Consistently ensure high levels of quality and productivity with over 19 years of z/OS Clustered System Operations experience.

Excellent professional and technical writing skills, including tone, clarity, grammar, and punctuation, specifically for internal documentation.

Outstanding verbal and written customer-facing communication skills.

Demonstrated aptitude for troubleshooting and diagnosing technical problems.

Strong attention to detail, time management, and organizational ability.

Customer-oriented with a passion for providing exceptional customer service.

Professional Experience

Production Support

FISERV, Berkeley Heights, NJ

June 2022 – Present

Ensure tickets are accurately documented and resolved in a timely manner during high-stress situations and multi-task environments.

Monitor multiple IBM I-Series, IBM MVS/VSE & IBM Z/OS Console Platforms to run scheduled and non-scheduled jobs.

Run and monitor scheduled and ad hoc batch jobs across internal banking applications and mainframe systems.

Monitor file transmissions and ensure accurate report generation and delivery per client specifications.

Collaborate with account managers to support client-specific application and infrastructure needs.

Provide production support in terms of incident management: identifying issues, reporting incidents, escalations, troubleshooting, and problem resolution.

Provide technical support to effectively identify and analyze issues, escalating to appropriate support staff or vendors as needed.

Maintain excellent customer communication and follow-up throughout the troubleshooting process.

Help Desk/Computer Operator

VALUELINE INC, New York, NY

July 2013 – May 2022

Assisted project managers in integrating and transitioning projects or new technology efforts to the production support environment.

Handled daily, monthly, and quarterly zOS operating system batch jobs.

Performed a wide range of tasks, including responding to program error messages.

Utilized turnover logs to report end-of-shift information.

Created FAQs and other documentation for problem-solving.

Application Support/Computer Operator

RABOBANK INTERNATIONAL, New York, NY

September 2006 – June 2011

Implemented mechanisms for disaster recovery and emergency operations, assisting in business continuity.

Escalated Level 2 problems to appropriate support staff or vendors.

Monitored tape libraries and data center support systems.

Provided detailed documentation of reported product issues and resolutions.

Lead Computer Operator

S.I.A.C., Brooklyn, NY

August 2004 – May 2006

Monitored multiple IBM I-Series, IBM MVS/VSE & IBM Z/OS Console Platforms, replying to system messages and fixing JCL coding errors.

Provided written updates for problem resolution in ticketing systems, knowledge bases, and troubleshooting manuals.

Senior Computer Operator

DEPOSITORY TRUST CO, New York, NY

January 1998 – September 2002

Responded to hardware faults or failures requiring escalation and support from outside vendors.

Provided remote support and resolved issues for users at remote or home offices.

Education

Borough of Manhattan Community College, New York, NY

Data Processing Major

George Westinghouse Vocational and Technical HS, Brooklyn, NY

Computer Electronics Major

Certifications

A+ Certification: Networks

TCP/IP: Introduction to TCP/IP Concepts

TCP/IP: PPTP and Troubleshooting

UNIX: Introduction to UNIX

Client/Server Technology for Managers

SQL: Basic Query Techniques

Linux: A Comprehensive Hands-On Introduction

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