Sr. Analyst

RONALD B. MITCHELL

**** ******** *** **. ***,FL 32218 904-***-**** *******@***.***

OBJECTIVE:

To obtain a position that will allow me to utilize my analytical and technical skills relating to computer technology in a dynamic group environment.

SUMMARY OF QUALIFICATIONS:

· Skilled Customer Care Representative/Help Desk, Systems Administrator with 12+ years of experience diagnosing/resolving technical issues/customer inquiries

· Experienced in Distribution/Warehouse Management Systems support running applications on multiple platforms, including Catalyst (HP-UX, AIX, 6 years), PKMS (AS400, 5+ years)

· Experienced in Windows 98/2k/XP/Active directory/MSOffice applications

· Experienced in troubleshooting hardware/software warehouse related issues within the Catalyst, PKMS, AS\400, Kerberos (RF Network), DAMEWARE and UNIX operating environments

· Strong working knowledge in all areas of distribution including receiving, shipping, picking, replenishment, PTL, put-away and conveyor systems

· Other areas of technical expertise include telecommunication products and services, RF support, printer problem resolution (Printronix, HP, Network, Soabar) and print room/help desk supervision

· Contribute to positive solutions through troubleshooting, problem solving, teamwork and positive communication skills

· Excellent writing and documentation skills

· Word,Excel,MS Access,Powerpoit

· TSO,ISPF,RACF,CICS

. Microsoft Office Suite

PROFESSIONAL EXPERIENCE:

CITIGROUP, Jacksonville, FL- Information Security Analyst 1/08-Present

· Perform systems analysis involving identifying and analyzing security controls, Ability to formulate conclusions and recommendations and contribute security.

· Performing vulnerability evaluations, conducting risk assessments, developing technical

evaluations for various operating systems, authorization methodologies, authentication

technologies, monitoring of systems, executing Security Test and Evaluation Plans.

· Plan, organize, coordinate, assign and evaluate the work of subordinate staff;

· Perform budgeting in support of information security projects;

· Interface with individuals at all levels of the organization and to establish

effective working relationships;

· Ability to present and discuss technical information in a way that establishes rapport, communicate effectively both orally and in writing and persuades others, and gains understanding.

Dollar General Distribution, South Boston, VA – WMS Administrator Supervisor 10/06 –01/08

· Responsible for planning and satisfactory daily operational support of Information Technology (IT) Systems and technical environments, including UNIX, AS400, Microsoft, Siemens(Conveyor), Telecom(Meridian), Local Area Networks, RF Network(Intermec), supporting hardware/applications, email(Exchange) and the Catalyst Warehouse Management System application.

· Worked with users to provide first and second level support for all hardware, software and network related issues within the WMS environment, including AS400, UNIX, Windows platforms, DB2, Oracle and MS Access databases, RF/Wireless networks, Conveyor and Telecom systems.

· Help Desk supervisor, responsible for incident and problem reporting, escalating of issues, problem resolution and management of security.

· Creation of standard trouble reports and ADHOC reports supporting incident resolution, issue trending and IT support performance.

· Technical Interface with vendors involving strategic relationships.

· Technical support to the IT Management staff in areas of disaster recovery, capacity planning, testing of new applications/upgrades, configuration and upgrades to infrastructure, system administration and performance management.

· Provide problem resolution for RF’s, printers, PC’s and SOABAR equipment where possible and escalate as appropriate.

· Supporting applications, to include design, code and testing using MS Access,

· Provide system and user documentation for all new systems, applications and processes.

Coach Inc., Jacksonville, FL - Sr. Technology Analyst 6/95-9/06

· Maintained technical relationships with our client service and implementation groups to provide client solutions.

· Supervised the Help Desk utilizing the Magic Help Desk Application, incident and problem reporting, problem escalation, system documentation, ADHOC report creation (Crystal, SQL) and interfacing with Coach’s SLA system.

· Strictly adhered to all documented escalation procedures to ensure all problems are resolved in a timely manner and with the highest level of customer service.

· Answered customer calls and document problems thoroughly and accurately.

· Maintained and administered computer networks and related computing environments including computer systems software, applications software and all configurations.

· Performed routine network startup and shutdown procedures and performed daily, weekly and monthly backups

· Identified, implemented and supported solutions that enable the partners to maximize the business benefits of technology.

· Supported 1150 end users with windows 98/XP/2000 and provided backup network support

· Worked with end-users’ inquiries regarding computer software applications and/or hardware problem resolution, while providing world class customer service.

· Application/WMS support in the areas of testing, debugging and implementing new applications and performing minor bug fixes to new and existing software.

· Tracked and closed 50 -100 call tickets per day via Magic Help Desk.

· Provided Security Management of the WMS/RF systems, which included creating, deleting, and password resets of user’s accounts on the WMS, AS400, UNIX (HP-UX) and Windows platforms.

· Maintained and added network printers, while managing groups within active directory (AD).

· Provided diagnostic and technical support to the end-users with PC, Printer, RF terminal, UNIX, AS400 and Direct-to Consumer issues.

· Corrected issues via remote desktop (RDP) and Dameware remote.

· Technical project support for new implementations, application installations, disaster recovery testing and all areas in the realm of my responsibilities.

Barnett Bank, Jacksonville, FL - Systems Analyst 1/91 -12/94

· Provided diagnostic and technical support to end-users with PC, Printer, AS400 issues.

· Performed system checks on AS400, Network, UNIX and Mainframe.

· Monitored the operations of computer and peripherals such as printers, database backups and disk drives.

· Provided support for any and all server related issues.

· Performed maintenance on PC’s and printers software and applications.

· Performed daily database backups and archives.

· Provided AS400 setup and configuration, including user profiles, password generation, device setup and phone line setup to the switches in the data center

Military - United States Navy, Norfolk, VA - 1987-1990

· Boiler Technician 3rd Class

EDUCATION/CERTIFICATIONS:

· Paxon Sr. High School Graduate, Jacksonville, FL – 1987

· FCCJ , Jacksonville, FL 1991 - 1992 (Computer Science)

· Compu-Master , Jacksonville, FL 1999 (Troubleshooting, Maintaining and up-grading PC’s.)

· Executrain , Jacksonville, FL 2001 (A+ Certification Training) 2001

· Manhattan Associates , Atlanta, GA 2002 (iSeries PKMS Product Level 2)

· PPI , Orlando, FL (Implementing and Supporting Win XP Professional) 2003

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