IT Professional - Call Center / Computer Operations / Project Manager

Andrew M. Hogan

**** ****** ***** – Auburn, NY **021

Phone: 315-***-**** E-Mail: *************@*******.***

Professional Summary

Results oriented Information Technology professional with 20 plus years of practical cross platform experience and solid understanding of a diverse range of applications. A dedicated team player specialized in quality customer service utilizing communication, presentation and analytical skills.

Experience The Penn Traffic Co. Syracuse, NY

Information Services Manager 01/2007 - Present

• Managed Help Desk / Call Center – servicing 500+ office environment, 100 corporate stores and 150 wholesale accounts. (2,500 calls per month)

• Managed In Store Systems Level 2 Support group chartered with supporting POS, DSD and specialty in store applications

• Increased project management responsibilities to include spear heading effort to reduce expenses through outsourcing, re-engineering print methodology, implementation of state of the art software allowing for increased efficiency

• All duties and responsibilities of the Production Services Manager position referenced below

Manager Production Services 09/1998 – 01/2007

• Oversee daily IT core business functions (e.g. batch processing, scheduling and abend resolution in ZOS 1.4 and AIX environment, wan connectivity, Help Desk support and post processing distribution)

• Directed a staff of 18 individuals to ensure successful completion of all established Service Level Agreements (SLA).

• Functioned as liaison between the customers and the IT department. Maintained Service Level Agreements and metrics reporting for IT quality and performance by utilizing ITIL best practices.

• Designed and developed / supported Domino based databases for change management, operations turnover and procedures, SLA tracking and publication.

• Created and maintained IT department procedures, and addressed interdepartmental operational needs.

• Extensive project management ranging from software evaluation and recommendation to coordination of hardware upgrades and installs.

• Back office project coordinator for conversion from MVS based financial / HR applications to Lawson application. (AIX)

• Primary developer for Label Master – industry standard software for retail store signs and labels.

• Worked as a team member in disaster recovery planning, and execution of recovery plan at offsite recovery center.

• Provide daily support for Tivoli Storage Manager by managing storage group pools and resources.

Production Control Manager 1993 - 1998

• Manage and maintain all IT services provided by Data Center Operations including: Tape and Media Management, Job Scheduling and management, services monitoring, (event and alert management, and capacity / availability management) and Data Center facilities management and maintenance.

• Peripheral hardware evaluation and recommendation.

• Managed staff of 23 at the Syracuse data center and two remote facilities to ensure all batch processing and output management met established guidelines.

• Project management encompassing software implementation and hardware upgrades to include push / pull installation of mainframe and associated peripherals.

• Key component of migration team charged with consolidating three stand-alone data centers to centralized corporate facility.

Senior Computer Operator, 09/1990 - 1993

• Monitored production batch schedule and functioned as first level support for all production problems.

• Batch production job scheduling via Jobtrac

• Utilized automation tools to increase the efficiency of the department.

• Developed on-line SOP for Operations department

• Assisted peripheral device operator as required.

United States Marine Corps Quantico, Virginia

Computer Operator / Hardware installation 1987 - 1990

• Performed all daily functions within the Help Desk environment.

• Monitored / executed batch production schedule and resolved batch related problems.

• Created and maintained procedure database.

• Hardware NCO responsible for data center design and hardware installation.

• Responsible for environmental hardware including UPS and generator installation and testing.

Education 1984 – 1986 Cayuga Community College Auburn, NY

Major: Data Processing – A.A.S.

05/87 - 08/87 USMC Computer Operations School – MCCDPA, Quantico, VA

02/89 Network Control School – MCCDPA, Quantico, VA

Multiple management and vendor application seminars while employed at the Penn Traffic Co.

Technical Systems / Skills

Skills IBM AIX

IBM MVS – TSO

Microsoft Windows Systems (XP, 2000, NT 4.0, 98/95, DOS)

OS/390 – ZOS

Point of Sale Systems (IBM, ICL, Innovax, and NCR)

Software

Customer Information Control System (CICS)

Lawson Financial Management Systems

Lotus Suite Applications

Microsoft Office

IBM Tivoli Workload Scheduler (Maestro)

IBM Tivoli Storage Manager (TSM – Backup and Recovery)

Unicenter CA- Jobtrac, Deliver, Sysview, MVS OPS

Ascend Report Safe

CCS First Line (Order Entry System)

Languages / Development Tools

Domino / Lotus Script

Korn

JCL

COBOL

Xerox MetaCode

Label Master (Retail Sign and Label Development)

Awards: Recipient of numerous awards to include:

• Employee of the Quarter

• Penn Traffic Information Technology Award for Process Excellence

• Multiple specific project appreciation awards

References Professional References Available Upon Request

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