IT tech support Resume

Title
IT tech support

Primary Skills
mainframe tech support

Location
Canada-ON-Toronto

Posted
May-20-09

An accomplished Senior Consultant, specializing in Technical and Customer support.
Additionally, a superior instructor comfortable in a mentoring capacity, performing product demos
Or providing Sales presentations.

Summary of qualifications

• Extensive expertise using the application development life cycle.
• Experience as a Developer, Provider of Technical Support, Project Manager.
• Consistently rated exceptional instructor
• Analytical thinker who consistently resolves particularly elusive problems.

Systems OS/390, Unix, AS/400
Languages 4GL (sapiens), COBOL, Assembler,
Some HTML
Software TSO, utilities, Endeavor, Excel, PowerPoint, Word
HW Mainframe tech support, FEP support, DASD support.


AEGON Insurance, LV Insurance 2009-jan -- 2009, April
Blackpool, U.K, Bournemouth, U.K.
Senior Consultant -- Sapiens Americas
Provided Customer and Technical support in the renewal of
Long term contract for premier customers of Sapiens Americas.

• Solved numerous technical issues providing exceptional
Response time for most demanding customers.
• Instructed several formal courses for new customers
Using windows based tools.
• Took and active leadership role in use of new
Three tier architecture deployment.
• Provided assistance in Linux operational support.

Linux
html
xml
Z/Os
IMS
CICS

TFB, Waco, Texas 2006 May- 2008 Nov
Senior Consultant -- Sapiens Americas
Provided Customer and Technical support for multi-million dollar
Personal life Insurance application contract.

• Installed and maintained the application development environment.
• Developed interfaces to 3rd party software in COBOL.
• Implemented change management procedures.
• Advised on Measurement and Tuning using Winrunner.
• Course Instructor and Mentor.
• Application problem determination and fix resolution using 4gl tool.

Technologies
OS/390
CICS
DB2
Omegamon CICS, WinRunner, COBOL
DB2

OneB, Philadelphia, PA 2003 Sept - 2006 May

Change Manager, DBA -- Sapiens Americas
Provided Change management and DBA customer support
For multi-million dollar application development contract.

• Solved change control and migration issues.
• Coordinated product installs and upgrades.
• Investigated and solved application performance problems.
• Problem tracking and Support Center liaison.
• Product Demonstrations and Customer courses.
• Developed interfaces to RACF Security System

Technologies
OS/390, utilities, JCL, Versioning tools,
Developer Workbench tool (DWB), Server deployment tool (Iway)
DB2
VSAM






NJM, Trenton, NJ 2000 Dec -- 2003 Sept
Technical Support -- Sapiens Americas
Provided Technical support, Mentoring and customer
Education course for multiple customers. Provided Pre and
Post Sales support.

• Provided developer application support providing
Software updates, solutions and improvements.
• Change Manager providing application change control
• Custom Course Presenter.
• Performed Capacity Planning and developed performance improvements.

Technologies
OS/390,
Utilities,
Monitors and Data reduction tools.


Siverline Technologies Inc, Piscataway, N.J. 1999 May- 2000 Jan
Project Manager -- Sapiens Americas
Provided Y2K Project Management
For the successful remediation of 20 million lines of code.

Project plan and reporting
• Supervised 12 re-mediators.
• Solved a myriad of conversion tool issues.
• Complete the projected on time, and under budget.

Technologies
Microsoft Access,
Falcon (Y2K remediation tool)
COBOL and Assembler

Funtees Industries 1997 Jun- 1999 May
Concord, NC -- Sapiens Americas
Data Base Administrator -- Sapiens Americas

• A/S 400 Installation
• Maintenance activities
• Utilities
• Change Manager
• Application Developer


Canadian Imperial Bank of Commerce
Toronto, Ontario
Application Support Analyst - Sapiens Americas 1993 - 1997

• Performed customer presentations.
• Developer instructor.
• Installation of system corrections and upgrades
• Optimized Banking application.
• Assisted in Data conversion.
• Provided technical updates and information exchanges.
• Liaison with development lab.
• Marketing and Sales Support.

Technologies
O/S 390
IMS
VSAM, DB2

Hitachi Data Systems
Toronto, Ontario (Sand Technology Systems)

Senior Systems Engineer 1990 - 1993

• Assisted customers in system planning, conversion, operation procedures
• Assisted in the resolution of tactical and strategic sales issues
• Provided customer support in capacity planning and system performance

Assisted in equipment sales at significant accounts;
Zurich Canada
Consumers Gas,
Harlequin Books
Ministry of Government Services

Technologies
OS/390
AM (IBM's application monitor)
RMF monitor
Capacity Planning tools




Sand Technology Systems
Willowdale, Ontario 1987 - 1990

Manager, Technical Support

• Established the North American Support Center
• Provided Technical support for 4gl integrated development environment.
• Supported a variety of customers in different environments (VM, DOS, OS/390)
• Solved issues involving application analysis and diagnosing system problems.
• Provided consultancy services
• Designed and created customer courses deriving significant company revenue
(> 100K/year)
• Negotiated autonomy for North American operations, and mean-time to fix
Agreements.


Amdahl Limited
Toronto, Ontario

Senior Field Systems Engineer 1979- 1987

• Provided hardware and software support for customer.
CPU, disk and front end processors.
• Installed, diagnosed and repaired hardware and software problems.
• Assisted customers measurement and tuning projects.
• Provided support for mainframe UNIX platform.
• Voted outstanding Systems Engineer.
• Assigned the most demanding accounts (BOM, Gulf Canada)
Deriving significant company revenue.


University of Toronto Computer center
Toronto, Ontario 1977-1979
Systems Programmer

• DEC system application developer.
Designed and developed file transfer program
Interfacing IBM mainframe and DEC system.
• Designed and developed remote communication spooler
Implementing asynchronous protocols.
• Designed and developed text conversion applications.
• Supported large student population diagnosing system
Application and user issue. Providing timely corrections

Alphatext Inc
Ottawa, Ontario
Systems Programmer 1975-1977

• Provided all Technical support for Company computer department.
• Software evaluations and upgrades.
• Terminal and remote job entry support.
• Designed and wrote accounting routine exits.



University of Toronto Computer Center
Supervisor of Technical Support 1968 - 1975

• Evaluated software packages and upgrades.
• Implemented backup and recovery environment.
• Provided student population user forum.
• Participate in System user conferences.
• Supervise system support staff.
• Interact with Vendors to maintain excellent service level.
• Diagnosis and resolution of operating system failures.


Courses

• Project Management Training.
• Gathering Customer Requirements.
• Public Speaking and Presentations.
• WinRunner introduction, WinRunner for the Web.
• Producing Effective Written Documentation.
• DB2 introduction.
• Performance and Tuning .


Affiliations
• NASPA (National System Programmers Association)
• Attendee, Share user group
• COUG (Central Ontario Users Group)

Certifications
See above


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