Engineer Management

JACQUELINE DEAR

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

Charlotte, NC 28215

(H) 704-***-**** tick5o@r.postjobfree.com (C) 704-***-****

OBJECTIVE: Obtain a position in Compliance in a progressive company.

KEY QUALIFICATIONS:

• Problem Solver/ Trouble shooting skills.

• Comfortable understanding the ITIL processes that occur through a multi-tier environment.

• Created and implemented new IT processes.

• Developed various statistical reports on Changes using Excel.

• Learn and adapt to new technologies quickly.

• Working knowledge of: IT, Operating Systems, Network systems and Operational procedures.

WORK EXPERIENCE:

Information Management Specialist Affiliated Computer Services, 2005 – 2010

• Created and produced statistical and efficiency reports pertaining to quantities of changes, successes/failure ratios, and adherence.

• Facilitated and produced reports on activities of the weekly change meetings with clients, management, Change review, and Post mortem meetings.

• Assisted with internal and external audits.

• Worked directly with and maintained ongoing communications with all technical groups to evaluate procedural adherence in all change activities.

• Maintained any changes and all change tracking documentation and audit findings.

• Served as site leader for the Change Control Board.

• Expertise in Incident Management & Problem Management related to ITSM best practices.

ACCOMPLISHMENTS:

• Certified in ITIL V2 foundations.

• Promoted from Computer Operator to Information Management Specialist.

• Site leader for major corporate process overhaul project, developed and implemented multiple

Processes to be used corporate wide.

Computer Operator II Affiliated Computer Services, 2002- 2005

• Operated, monitored, and controlled mainframe and midrange consoles.

• Handled all aspects of the daily operation and monitoring of the mainframe of all platform systems.

• Maintained daily logs, turnovers and equipment malfunction reports.

• Managed Midrange tapes using Tivoli Storage Manager V5.2.

• Prepared daily and weekly server backups for offsite storage.

• Monitored server outages and alerts using HP Openview.

• Assisted various users from multiple customers with various applications in a help desk environment.

ACCOMPLISHMENTS:

• Received the company “Hustle Award” in 2004 for commitment to excellence.

• Created a flowchart depicting a critical daily batch cycle which lowered operator errors.

• Reduced outages for various customers, using troubleshooting skills.

• Developed and updated various types of documentation to assist the helpdesk in daily tasks.

JACQUELINE DEAR

620 Vanderbrook Road

Charlotte, NC 28215

(H) 704-***-**** tick5o@r.postjobfree.com (C) 704-***-****

Network Engineer I Affiliated Computer Services, 1999 – 2002

• Provided administrative support for: Terminal Server 4.0; Citrix Metaframe 1.8; Exchange 5.5; Peregrine; Microsoft Outlook; Lotus Notes; Microsoft Mail; ccMail; Novell 4.01; Windows 2000; NT 4.0; and Windows 9x,.

• Asset Management

• Provided end-user support for all LAN-based, desktop applications and hardware for 100+ in-house and remote users.

• Managed and supported desktop functions: hardware & software installs, repairs, service packs, upgrades and moves.

• Created and maintained procedural documents.

• Setup, configured and upgraded new desktops, laptops & peripherals for multiple OS.

ACCOMPLISHMENTS:

• A major player in site migrating from Microsoft Mail to MS Outlook.

• Promoted from Network Operator to Network Engineer I.

SOFTWARE EXPERIENCE:

z/OS; CA-11; CA-7; TSO; ISPF ;SDSF ;JCL ; Veritas; Peregrine; Frame Relay; Netview ; VTAM; Omegamon ; Microsoft Excel; Microsoft Word; Microsoft Access; Microsoft Visio; SharePoint ; CE 10; Crystal Reports 7.0; CICS; IMS/VS; RISC6000; TPX;VPS;AIX;

Adobe Acrobat Distiller 4.0; and Tivoli Storage 5.2; BMC Remedy; Netmeeting ; Webex; BS15000; ISO20000.

.

EDUCATION:

LaGuardia Community College, L.I.C., NY AAS in Data Processing

TRAINING:

ITIL V3 Foundation, 2010

ITIL V2 Foundation, 2005

A+ Hardware, 2002

Human Resources Development, 2002

Metaframe1.8 Administration, 2001

Intermediate Word 2000 for Windows

95, 2001

Intermediate Excel 2000 for Windows

95, 2001

Novell Netware 5.1 Administration, 2001

Microsoft Windows 2000 Network & Operating System Essentials, 2001

Implementing MS Windows 2000 Professional & Server, 2001

What Matters Most, 2000

Networking Essentials, 1998

AS/400 System Operator, 1997

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