Manager Customer Service
Resume:
CLARENCE HOLMAN
**** ******** **** *****, *********, NC 28208
*********@*****.***
YEARS EXPERIENCE: 24
SUMMARY OF WORK EXPERIENCE
** ***** ********** ** ******** Operations / Help Desk
SKILLS
Systems: JCL, Control M, HTML, SQL, UNIX, AIX, SOLARIS, Windows, HP-UX, Pascal, RACF, TSO,CA7
Operating Systems: AS400’S, Citrix, Network Node Manager, Cisco Router, Frame Relay, LAN/WAN
EDUCATION
Kaplan Online University, Chicago, IL, Network Technology, Oct 2007 –Oct 2009
Computer Learning Center, Chicago, IL, Computer Operations, 1984
EMPLOYMENT RECORD
August 2009 to Present
Centurylink, Rich Square, NC
CTST
Duties include, but not limited to, the removal of viruses, system restores, assistance in establishing email accounts, walking customers through high speed internet set up as well as provide troubleshooting for browser and OS issues related to connectivity; Internet related issues. Educate customers on security and best practices to help maintain their PCs and Laptops. Set up and troubleshoot WAN and LAN hardware wireless connections. Remote into Customer machines to provide customer care
March 2009- August 2009
Security Force, Perdue Farms Lewiston NC
Secured protein plant, monitored incoming and outgoing activity at site, logged in deliveries and serviced clients to site.
August 2008 to January 2009
Lillian Vernon, Virginia Beach, VA
VOLT Technical
Computer Operator/Help Desk Technician
Worked as a computer operator, processing daily production schedule on Mainframe and AS400, and worked as a help desk technician using Numara Track It!. Received incoming calls from users, monitored LAN, WAN and FTP files when necessary, printed and distributed reports. Performed imaging (Ghost) PC’s; removed information from old hard drive on PC’s.Added and removed Software. Provided troubleshoot assistance for connectivity on LAN/WAN. Monitor MVS, and AS400 daily schedule to ensure that batch production jobs are processed, making JCL changes for appropriate updating and abend resolutions. Monitor user-submitted jobs as defined in standards including the performing and monitoring of backups. Work with Transactions and Files using IMS, CICS, DB2. Maintain a strong technical understanding of all the hardware and software, Monitor system activity using Tivoli Netview. Monitor UNIX, Oracle, LAN and SAP servers with their network connections. Monitor the NetBackup tape backup system. Respond to AS400 system and job messages
March 2008 to August 2008
Consolidated Diesel, Whitakers, NC
Work production line building engines oil pans.
November 2007 to December 2007
Computer Merchant, LTD, Halifax, NC
I.T Support/Independent Contractor
Installed Cisco routers and ensured connectivity to WAN and LAN.
November 2007 to December 2007
UPS, Rocky Mount, NC
Seasonal Driver Assistant
Provided help to drivers by delivering and retrieving packages during the Christmas season.
May 2007 to July 2007
OAO Technology(LaSalle Bank), Chicago, Illinois
Printer Operations
Streamlined the printing of bills, invoices, checks, bundled reports and technical manuals by ensuring proper equipment set-up, maintenance and coordinating all on-line activities.
April 2007 to December 2007
Technical Source, Palatine, IL
IT Help Desk
Relocated computers and verified network connectivity. Help desk assignments; worked with the EPIC/ (RUSH Hospital) service center by bringing them online, opened and routed trouble tickets then promptly resolved them. Reset password and user IDs.
August 2006 to May 2007
Labor Ready, Chicago, Illinois
Laborer
Worked with a labor by the day company. Several jobs included: roofing, customer service, construction, demolition, cook, cashier, retail and merchandising.
Chicago Board of Trade, Chicago, Illinois (Jan 2005 to Jan 2006)
Consultant for Spherion Technologies/Help Desk
Worked in a call center environment using Remedy and Microsoft outlook, escalated unresolved issues and initiated tickets to Engineering and DBA groups. Monitored media backup utilizing VERITAS Net backup and loaded tapes into robot. Ran server backups using VERITAS Net Backup. Monitored UNIX and NT servers. Initiated Help desk tickets on all systems using Remedy. 7x24 network operations center monitoring and responding to WAN, LAN and VOIP issues that occurred between the Chicago, New York, London and Japanese markets. LAN troubleshooting/problem determination using Tivoli. Monitoring of mainframe systems Z/OS, performance and hardware consoles, problem identification/resolution/escalation. System IPLs using the hardware management consoles assisting in the validation of change events, execution of disaster recovery plans for console operations, identifying opportunities for automation. Monitor MVS, CA-7 and AS400 daily schedule to ensure that batch production jobs are processed, making JCL changes for appropriate updating and abend resolutions. Updating the daily CA-7 schedule with new programmer tested jobs that are going into production. Build JCL, Procs and Parms for new jobs or updates for existing jobs. Run CA-7 jobs from the test library or production per the programmers request. Monitor user-submitted jobs as defined in standards including the performing and monitoring of backups. Work with Transactions and Files using IMS, CICS, DB2. Maintain a strong technical understanding of all the hardware and software, Monitor system activity using Tivoli Netview What’s up Gold . Monitor UNIX, Oracle, LAN and SAP servers running backups. Rack buildouts and cabling. Monitor the NetBackup tape backup system. Respond to AS400 system and job messages.
Oct 2004 to Jan 2005
Avon, Morton Grove, Illinois
Warehouse Consulting for Harbor Quest
Worked as a material handler; loaded equipment and supplies in warehouse.
May 2001 to Mar 2002
AON, Glenview, Illinois
Automated Operation Network/Network Operator
Managed and operated the AS400 and UNIX systems, WAN, LAN, VPN; as well as supported servers. Ran server backups using VERITAS Backup Exec and Arch. Using MS Office 2000, checks were printed and tapes were labeled, cataloged and inventoried. Performed IPL, full saves and restarts. Used Lotus Notes & HP- Open View.
Pactiv Corporation, Lincolnshire, Illinois (Jan 2001 to Apr 2001)
Consultant for Spherion Technologies/NOC Operator
Monitored run jobs on AS400, UNIX systems, ran backups using VERITAS, Arch Server. Supported Help Desk using the VANTIVE Service Center, sent the backups offsite. Used Lotus Notes, HP-Open view, and inventory and Barcode procedures.
Phillip Morris/Kraft Foods, Glenview, Illinois (Mar 2000 to Dec 2000)
Consultant for Spherion Technologies/Network Operator
Monitored/Supported LAN, WAN, Frame Relay Circuits and ATM’s utilizing HP Network Node. Manager for all the Philip Morris international Operating Companies. Basic WAN troubleshooting/problem determination (Frame Relay, ISDN, ATM, Private Lines, MPLS). Monitored and provided 1st level support for the AS400’s, CITRIX and NT environments, mail servers and MVS system. Initiated and managed incident tickets on all systems using Peregrine Service Center. Responded to and provided support for remote connection issues with SHIVA and VPN. Experienced with MPLS, Cisco routers (troubleshooting issues by going into the router), TCP/IP (troubleshooting connection issues) and Active directory (managed user access and resetting of passwords).
May 1997 to Oct 2000
Genuity/GTEI, Chicago, Illinois
Systems Operator
Monitored and provided support to CISCO routers, sites and other various communication equipment at the POP location using (LAN/WAN) What’s up Gold. Built cable server cabinets and loaded software and memory, as needed, for customers. Utilized crash cart for connectivity problems with equipment.
Jul 1991 to Apr 1997
The Keebler Company, Elmhurst, Illinois
Client Server Systems Operator
Nightly batch processing was monitored and supported through SAP and Maestro scheduling tools. Provided user access to the network and server environment for Win NT using User Manager and later with Active Directory. Allowed users to reset printers and handheld equipment remotely using SAP and HP/UX commands. Provided 2nd level support to helpdesk in the resolution of end-users hardware and software related issues as well as system performance issues with hardware and peripheral equipment. Utilized HP Open view, Network Node Manager and Insight Manager monitoring tool to support the NT and Unix Server environments, network frames, switches, routers and hubs. Printed A/R, A/P reports and checks. Monitor user-submitted jobs as defined in standards including the performing and monitoring of backups. Work with Transactions and Files using IMS, CICS, DB2. Maintain a strong technical understanding of all the hardware and software, Monitor system activity using Tivoli Netview. Monitor UNIX, Oracle, LAN and SAP servers with their network connections. Monitor the NetBackup tape backup system. Respond to AS400 system and job messages. Maintains a strong technical understanding of all the hardware, software, webs, servers and network connections. Monitors and operates multiple platforms. Respond to AS400 system and job messages. Develop and maintain documentation for all Operations processes and procedures. Ensure all Operational hardware and software problems are documented and resolved.
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