Customer Service Engineer

Artaga L. Jackson-Sims

**** ***** ****** ****, *********, TX 76002

(c) 682-***-**** (h) 817-***-**** **************@***.***

SUMMARY

Systems Engineer/Senior Computer Operator with over ten (10) years of solid experience in Infrastructure Technology. Proficient knowledge of various software programs and operating systems. Professionally managed complex computer systems, servers, call centers and IT staff. Excellent at problem/incident management and problem solving. Recipient of several awards for outstanding support.

TECHNICAL SKILLS

Microsoft Office 97/2000/XP

Tumbleweed

Windows 9x/XP/Vista

MS NT 4.0/2000

AS/400

Tivoli Workload Scheduler

Visio

Adobe Graphics

Remedy System Administration

VERITAS Backup Monitoring

WebLogic

Peregrine Systems

Solaris 10/UNIX

Disc to Disc Transfers

Service Restoration Team Tools

WS_FTP PRO

PROFESSIONAL EXPERIENCE

SIEMENS IT Solutions and Services - Arlington, TX June 2008 to October 2009

Systems Engineer I (WaMu Card Services – IT Division)

* Assisted as a Systems Administrator for Wintel environment.

* Provided support and solutions for IIS, TSYS ProphIT TS2, Collections and Sales & Service, .NET web application. Maintained TS2 production, BETA and QA test environments.

* Assisted in administering F5 BigIP 5000 switches for the ProphIT webfarm.

* Provided administration and configuration of Computer Telephony Integration for WaMu Card Services call centers within the ProphIT application.

* Supported Windows 2000 and Windows 2003 servers.

* Operated Active Directory, DNS, DHCP, WINS, Citrix Metaframe XP Server Farm, SNA backend to TS1 and TS2 (Total Systems Mainframe).

* Implemented patches and security updates. Conducted weekly disc-to-disc transfers. Provided after hours on-call support for operations team and management.

Computer Sciences Corp. - Oakland, CA and Arlington, TX November 2003 to June 2008

Senior Computer Operator (WaMu Card Services - IT Division)

* Assisted in developing and maintained automation code on UNIX platform, utilizing shell scripting.

* Supported file transmission utilizing FTP, SFTP, SCP and FDX file transfer protocols for both internal and external customers.

* Established automated file transmission via Tivoli Workload Scheduling components.

* Maintained and monitored scheduling components via Tivoli Console for verification of job completion and troubleshooting in connection with file transfer automation processing for all daily and nightly job processes. Ensured SLAs were met appropriately.

* Provided UNIX administration support for JP Morgan Chase’s enterprise datacenter of more than 1,400 UNIX servers running Solaris8 and/or Solaris10 operating systems.

* Researched, diagnosed and resolved user requests and system issues using Clarify CRM ticketing system.

* Created and maintained run book for documenting all hardware, O/S and software installations.

* Utilized Connect Direct (NDM) and Secure Transport Operating Systems.

Providian Financial Bancorp - Oakland, CA March 1997 to October 2003

Telecom Analyst I (April 2002 to October 2005)

Computer Operator (May 2000 to April 2002)

Dialer Operator (May 1998 to May 2000)

Credit Service/Customer Service Representative (March 1997 to May 1998)

Held several positions with Providian. Most recent work experience and responsibilities supported the WaMu Card Services - IT Division and consisted of the following tasks:

* Scheduling, initiating, running, monitoring processes and failure recovery of Unix/NT applications.

* Providing problem management, documentation and problem escalations in the production-processing environment.

* Implementing production changes and code migration. Worked with development staff for successful change installations.

* Performing file transfers, backup/restore functions and monitoring computer systems.

* Administering batch scripts in UNIX, performing troubleshooting of system stalls and failed batch jobs, and correcting system errors as needed to resume normal operations in accordance with specific guidelines and procedures.

* Managing escalations of unresolved problems to system and application specialists.

* Implementing production changes and code migration.

* Providing leadership and guidance to junior operations staff.

* Completing special projects and duties as assigned by management.

* Providing after hours on-call support for operations team and management.

EDUCATION

University Texas at Arlington – Arlington, TX

CompTIA Security ++ Certification - May 2011- Present

Balboa High School – San Francisco, CA

Graduated, June 1993

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