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Yyyyyy x. yyyyyy                                                  

Job Posting: Customer Support/Operations

Address: 0000 xxxxxx xxxx , xxxx , xxxxx 00000

Phone: (xxx-xxx-xxxx


Citizenship: COUNTRY

Social Security Number: XXX-XX-XXXX

Veterans Preference: N/A



Core Qualifications


Strategic Planning

Performance Optimization

Technology-driven Solutions Implementation

Crisis Management

Organizational Leadership

Productivity/Efficiency Improvement

Multi-Site Operations


Written/Oral Communication Talents

Troubleshooting & Analysis

Granted TOP SECRET Clearance - 8/2004

Granted SECRET Clearance - 4/0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor:  May Contact - Mr. David Bailey or Mrs. Angie Shughart xxx-xxx-xxxx  Opt. 4

Hours:  40+ per Week

Operations Support Specialist; Salary: $49,300/yr; 8/2004-Present


Company was awarded contract for Defense Information Systems Agency (DISA) in March 2006.  Exhibit strong knowledge of system analysis, system configuration and DISA security policies.  Manage z/OS, a highly secure, scalable, high-performance enterprise operating system on which to build and deploy Internet and Java-enabled applications, providing a comprehensive and diverse application execution environment.  


Contribute dynamic industry expertise and extensive knowledge of customer applications/requirements in monitoring and assisting in the setup, scheduling of customer workflow and procedures using the recommend operational support tools and technologies to satisfy customer needs.  Build and establish key relationships and liaise effectively between customers, suppliers and other technical groups to resolve network, server, hardware, JCL (Job Control Language) and various other program/system related problems, exhibiting solid oral communication and interpersonal relation skills.  


Effectively contribute solid knowledge of batch processing and the ability to troubleshoot JCL, understand common system codes such as those for Failed Resource Allocation and recommend prompt solutions.  Work directly with batch processing and use knowledge of JCL & System procedures to process the workload in a timely manner.  Identify and recommend enhanced system methods to improve changes in work processing.  Correct JCL errors and rerun job to a good completion code.  


Conduct comprehensive review and analysis in monitoring document system related issues using system and software tools.  Proficiently verify operational support standards and procedures relating to change management, performance management and security are fulfilled, demonstrating exceptional detail orientation and multitasking abilities in achieving operational goals and timelines.  





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Yyyyyy x. yyyyyy                                                  

Job Posting: Customer Support/Operations

Social Security Number: XXX-XX-XXXX                                                                                  page 2 of 3




Actively apply knowledge of system and networking monitoring tools and techniques, working with mid-tier systems including: MFCS, CASREP, SLACADA and OIS.  Investigate and determine communicating link problem and promptly implement resolutions.  Monitor flowcharts of Middleware Servers that are set up for Control-M to ensure work is processed timely and efficiently.  Oversaw the OS mainframes by using diverse monitoring tools including Control-M, RMF (Remote Monitor Facility), Omegamon and ECS (Enterprise Control Station) to evaluate and determine if a problem will impact customers at SMC Mechanicsburg.  Gathered data from the monitoring tools and identified the potential problematic resource.  Successfully contribute knowledge of mainframe and mid-tier software such as utilities, applications and database tools.


Exhibit exceptional knowledge of automated data processing (ADP) standards, principles, concepts and policies.  Utilize diverse tools including: Control-M,Control-R, Control-D, Control-O, ECCS & Omegaview.  Monitor 37 LPARS to ensure successful work completion.  Maintain full accountability for following documentation to ensure correct action as well as successful job completion if a job abends.

Apply advanced communication skills toward supporting customer resolution and troubleshooting customer operations and applications, such as LAN, WAN, MQ Series (Channels, queues and triggers), Network Printing, tape drives, other peripherals, Unix OS, and Windows OS.  Successfully liaise daily with customers, analyst, technicians, schedulers, supervisors and co-workers.  Prepare and deliver both written and verbal instructions for the on coming shifts at turnover.  Document problems and resolutions using SMC Trouble Management System- REMEDY.  Contribute extensive knowledge of customer applications and requirements toward supporting IBM Mainframe zOS/zVM Mid-tier operations, including JES and JCL.  Effectively monitor computer operation resources using Systems Management tool including CONTROL-M/R/O/D, Enterprise Control Station, Application Management, and Performance Management (i.e. Mainview),  TSO, CICS, Netview and Formula, with strong focus on optimizing productivity and efficiency.  Utilize Windows-based personal computer workstations, using Microsoft Outlook, Microsoft Office, Internet Explorer, terminal emulators, and TMS Remedy.  Promote superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.


Strategically define, develop and execute hardware and software standards instrumental to boosting productivity, efficiency and quality of multi-site operations.  Steer the structuring and implementation of results-driven information system policies and procedures, substantially improving performance.  Drive hardware/software technical support, identify and address existing and potential issues and recommend proactive upgrades and enhancements for optimal results.  Exhibit analytical and problem solving talents in supporting complex problem resolution for system performance degradation, network monitoring and recovery, and workload monitoring and recovery.  Acquire valuable knowledge of UNIX networking concepts and system problem determination procedures including running diagnostics, analyzing error logs, and carrying out dumps on the system.


Contribute leadership qualities and strong communication talents in training and OST Level 1 and other peer Level 2 Technicians on all concepts within Operations supporting  the following applications: Marine Corps Total Force System (MCTFS), Stock Control System (SCS), Standard Financial System Redesign Subsystem One (SRD-1), Standard Finance System (STANDFINS), MyPAY (DOD Military and civilian pay system), Defense Civilian Pay System (DCPS) and TRICARE Online (MHS) Internet point of entry. 


Illustrate knowledge of various tape management systems, including Rtape.  Utilized Marine OST s DFHSM, implement Migration/Recall and incremental Backup/Recovery.  Oversee a Tape Management System for the OS390, zOS and VSE operating system environments and manage magnetic tape volumes and tape datasets.  Provide protection and control over magnetic tape media which allows users to account for every tape in the datacenter, whether it is in a library or at a disaster recovery/offsite vault.





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Yyyyyy x. yyyyyy                                                  

Job Posting: Customer Support/Operations

Social Security Number: XXX-XX-XXXX                                                                                  page 3 of 3




Technology Advancement Group (TAG) - 0000 xxxxxx xxxx , xxxx , xxxxx 00000

Supervisor:  May Contact - Mr. Brad Butler, 1-717-404-1444

Hours:  40+ per Week

Network Analyst; Salary: $43,000/yr; 4/2002-3/2006


Company was a prior contract holder for (DISA) Defense Information Systems Agency.  Proficiently provided technical support for all branches of the US Military and Government Agencies.  Applied sharp analytical and technological skills toward performing constant network monitoring of resource connectivity.  Proactively ensured systems availability and integrity along with problem resolution, illustrating extensive knowledge of customer applications and requirements.  Contributed detail orientation and problem solving skills in promptly investigating and resolving various network, database, communication, storage, and printer issues.  


Conducted comprehensive review and analysis of proposed solutions associated with facility problems, outages, maintenance, and change requests.  Relied upon to lend technological expertise in troubleshooting workstations/servers/networks.  Created and updated online documentation as required.  Created MQ Series Channel & Queues Viewing and altering queues and triggered procedures that is published within KM (Knowledge Management).  Exhibited solid leadership qualities in assisting/training Level I in problem resolution.  Monitored, reported, and resolved network/customer connections, including TCP/IP, WAN, LAN, SNA, APPN, VTAM, MVS, Web Servers, UNIX, and Oracle.  Ensured website/server accessibility for customers, oversaw network security via intrusion detection software and maintained mainframe resources.


Proficiently monitored, reported and resolved Network TCP/IP connections including Servers, Routers, Firewalls, VPN s, FTP Servers, SLL connections, Oracle connections, and APPN connections.  Proactively identified and resolved technical issues utilizing various network troubleshooting and reporting tools.  Traveled to St. Louis. MO and acquired valuable knowledge and experience in the new Marine OST (Operation Support Team) operation that was brought to DECC Mechanicsburg, PA.



Joseph A. Bank Clothiers (JAB) - P.O. Box 0000 xxxxxx xxxx , xxxx , xxxxx 00000-4000

Supervisor:  May Contact - Mrs. Lori Assagari, 1-410-526-4264

Hours:  40-60+ per Week

Help Desk Coordinator Specialist (3/1999-7/2001) & Computer Operations Supervisor/Manager (4/1995-3/1999) & Senior Computer Operator/Computer Operator; 1/1993-4/1995; Salary: $39,000/yr; 1/1993-7/2001


Applied industry expertise and advanced communication skills toward serving as a single point of contact for problem resolution at men's clothing distributor/warehouse with 900+ stores nationwide in a specially created position.  Effectively attended to 300+ users, promptly providing information and resolving technical problems.  Liaised between programming, operations and management to ensure smooth flow of communications.  Illustrated detail orientation and technological skills in retrieving, documenting and maintaining IT production problem records and training users on new/upgraded software and hardware.  Strategically coordinated schedules to maximize use of human resources while controlling labor costs and meeting customer needs.  Oversaw the coordination of planning and processing for Y2K issue resolution testing in addition to documented and implemented Disaster Recovery efforts.  Successfully completed first-level troubleshooting and efficiently resolved numerous problems, heightening overall company morale.


Promoted to manage a large, multi-functional technical environment utilizing various hardware/software and telecommunications devices and served as primary contact for software/hardware, programming and departmental solutions, further illustrating ability to manage multiple functions.  Communicated directly with senior management and CEOs.  Supported OS Programming staff and Help Desk support in overseeing upgrades in test and production environments and creating various documents. 


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Yyyyyy x. yyyyyy                                                  

Job Posting: Customer Support/Operations

Social Security Number: XXX-XX-XXXX                                                                                  page 4 of 4




Efficiently scheduled workflow and delegated projects to optimize utilization of human capital and operational resources.  Spearheaded diverse managerial activities ranging from hiring, promoting and training to performance evaluation and termination for an eight-member staff in 24/7 hour shop.  Conducted comprehensive review and analysis of operations and identified and implemented proactive enhancements.  Restructured the department, providing advancement opportunities for operators through salary increases and job title progressions. Significantly reduced errors and mechanical failures by implementing procedural checklists.  Processed batch, interactive, scheduling of jobs along with backups and restores on 2 - IBM AS400 (V7.5) and 1-IBM 370 Mainframe using MT/VSE (V2.4.0).  Served as liaison for hardware and software issue resolution, applying strong communication and interpersonal relation skills.  


Prior Experience


Register Helpdesk Specialist/Lead Systems Operator, Merry-Go-Round Enterprise - Towson, MD

Online Systems RECON Coordinator / System Operator I, II, III, Nasa Planning Research Corporation (PRC) - Linthicum, MD





Diploma - Randallstown Senior High School, 1979

Prevention of Harassment and Sexual Harassment Certificate - DISA/DOD, 9/2007

OPSEC Awareness Certification - DISA/DOD, 9/2007

Safeguarding Privacy Data Certificate - DISA/DOD, 6/2007

DOD Information Assurance Awareness Certificate - DISA/DOD, 4/2007

Trouble Management System Form 7 Process Training Certificate - DISA/DOD, 3/2007

Security Awareness Basics Certificate - DISA/DOD, 2/2007

AD Level 1 Security Awareness Training Certificate - DISA/DOD, 2/2007

Security Brief Training Certificate - DISA/DOD, 12/2006

How to Become a Better Supervisor - National Seminars Groups, Management Conference, 1999

ATS - Automated Training Systems (Operations, Programming) Deltak - MVS, VS, DOS JCL, MVS-JES2, 1998

Certification in Data Processing - Western Vocational Technical Center, 1979



Technical Skills


Operating Environments:

OS/390 (z/OS 1.4), Unix Sys, VM, AIX, HR-Ux, Sun Solaris, NT, AS400, SYS/370, SYS/38 (M-700 rel 8.0), 4361(Group 5/16MG), 4341, 360/65, SYS/3. MOZART

DOS, MS Windows 95/98/2000/NT 4.0, XP Pro


Software Applications:

MIAP (Mainframe Internet Access Portal), Formula, Mainview, Netview, Control-M,/O/R, Remote Access Client , MQ Series, Webapps (Disa Applications Portal) Lotus Notes, KM (Knowledge Mgmt.) MS Access, INFOPAC, IBM Websphere, IBM Host on Demand, Comp associates, IBM, BMC products, VPN, Siprnet, Niprnet and DISN Connectivity, SWA (Secure Web Access) Support, Dial-Up Remote, ,SMARTLINK,  Novell Applications, WAN/LAN, SNA, APPN, MVS, Oracle and UNIX Servers,  FTP, TCP/IP, Remedy, SDSF, TSO, JES2, TMS (Tape Management System),  Netfinity 5500, Tradewind, FAXCOM, Universal Data System/RM16m, RS6000- EMC Controller w/Mlink, Datapacket report Mgmt, Rtape mgmt. Teloquent,  DataQuery, VTAM



IBM Magstar, Memorex 5490, 9348, 3420, Lazar, Various other Peripherals 


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