Operations Tech Support Resume

Title
Operations Tech Support

Primary Skills
PC, Mainframe

Location
US-FL-Jacksonville (will consider relocating)

Posted
May-04-09


Seeking an support position in the capacity of: IT Operations
15 plus years as permanent and contractor in IT operations environments. Monitor and control computer and peripheral data processing equipment to process business, according to operating instructions. Monitor and respond to error messages. Experience troubleshooting computer hardware and software. Knowledge in networking, pc technical support, helps desk and installations.

Experience
6/08 - 4/09
Adecco Technical Contractor -MDP, Ann Arbor Mi.

IT Operations Technical Support
Installed and upgraded servers as the Linux cluster grew. Helped test and troubleshoot new server hardware components and designs. Installed switches, routers, and other networking gear. Repaired broken servers (replace hard drives; replace bad sticks of RAM, etc.). Configure and troubleshoot Linux OS related issues on servers and work stations. Maintained preventative maintenance schedule related to equipment maintenance or system administration. Familiar with common computer software applications, including spreadsheets. Identified, prioritized improvement activities to enhance productivity and quality.

3/08 -6/08
Kelly Services Contractor - Borders Books, Ann Arbor Mi

IT Project Implementation Help Desk Tech
Supported implementation for new and existing network hardware in Borders stores.
Assess project status; assist in system build, and to provide education and support. Managed project plan and monitored time lines throughout the implementation. Applied problem solving, customer service skills along with monitoring tools and documentation. Worked independently as well as part of a team to troubleshoot, monitor systems and applications, responded to phone calls and e-mail inquires. Follow up on all tickets in a timely manner and follow through to resolution. Track calls and entered technical support documentation into Remedy ticket system.
9/08-2/08
Epitec Contractor - CareTech - DMC Southfield, Mi.

Computer Operator
Monitored Sunquest and Antrim system interfaces according to departmental procedures
Generated outreach clients request, lab reports, all stat requests, FTP processing and up/down loads according to schedule. Performed standard backups for all systems. Ensured that appropriate logs were completed. Printed lab requisitions according to department procedures.
Made calls to vendors for service to fix equipment in a timely manner. Updated help desk tickets using Remedy ticket system software.
9/03-Present
Bibliotheca - RFID , Part time Employee, Southfield, Mi.

PC Tech Support/ Field Service Support
Design, install, test and calibrate Electronic Article Surveillance (EAS) and Radio Frequency Identification (RFID) systems.
Evaluate and troubleshoot EAS and RFID hardware system to insure optimized performance.
Assist System Specialist in day to day operation and troubleshooting of PC and Network operations. Created visuals aids such as PowerPoint's, Specification sheets, and videos for sales presentations.
7/07 - 9/07
Otterbase Technical Services, Contractor - La-Z-Boy INC. Monroe, Mi.

System Operator
Perform mainframe system and subsystem startups, shutdowns, and backups.
Monitor network system and database backups.
Run jobs as scheduled utilizing job scheduling system.
Document all job failures, hardware problems, while aiding in problem determination of abended jobs. Open / Close and track issues using Remedy ticket system.
3/06 - 7/07
Adecco Technical, Contractor - Cardinal Health, Columbus, Oh.

Field Service Tech
Installed, troubleshoot, and maintained products/equipment. (PC Software/Hardware)
Identified, analyzed, and repaired product failures.
Provide staff and users with assistance solving computer related problems, such as software malfunctions and program problems. Open / Close and track issues using Cardinal ticket system.
10/05 - 3/06
Office Depot, Southfield, MI.

Technology Sales Consultant
Provide excellent customer service by maintaining courtesy, confidentiality and professionalism.
Educate customers on hardware and software through product demonstrations.
Respond to customer's inquiries on, upgrades, trade-ins, service changes and returns.




2/04 - 2/05
Synova, Contractor - Daimler Chrysler, Auburn Hills, Mi.
Technical Support Analyst
Monitor and maintain mainframe CICS regions.
Monitor daily batch production to ensure the schedule is on time
Correct abend errors using CA-7 / CA-11 to restart abended jobs, and run daily required jobs.
Assist applications groups in the modification of production JCL and DB2 projects.
Perform bi- weekly Initial Program Load (IPL) for several L-Pars. Monitored off shift help desk.
11/02 - 11/03
Tek Systems, Southfield, Mi., Contractor - Bank One, Columbus, Oh.

Tech Support Analyst II
Monitor and managed ES9000 mainframe system and subsystems at the master console.
Respond to system messages errors by correcting problems or terminating program.
Escalate all system problems utilizing Peregrine online system.
Perform weekly Initial Program Load IPL on up to 24 LPARS.


Hardware
IBM 3090, z/OS, ES9000, 9672, AS400, IBM PS/2 Model 55

Programs
JCL, SAR, SAS, SQL with DB2, UCC7, TSO, ISPF,CA Dispatch, CA Scheduler, CA 7 and 11, Control M, CICS, SAVRS, Oracle, Netman, Netview , TCP/IP, Windows 98/2000/XP, Microsoft Word, Excel, Access, and Power Point, Remedy, Peregrine.

Education
University of Phoenix Southfield, Mi.
Currently enrolled in Computer Science / Business Option, GPA 2.7

Global Information Technology
Certificate in Oracle 10g / SQL
IS Training Courses Microsoft Office / TSO/ISPF4 and JCL / LAN/WAN Network Essentials / Introduction to Unix


Certifications
See above


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