• Responsible for overseeing daily operations and uptime of 700+ Harvard UIT and customer servers.• As a member of the Data Center team provides support by receiving and responding to web requests, resetting password, locking and unlocking user accounts in production systems and log all trouble problems via Remedy Ticket and Service Now.• Oversees and provides Tier1-11 support for all automation, batch, and backup processes for customer using TWS(Maestro) and Legato Networker and escalates issues per documentation as appropriate.• Monitors and alerts on troubles within the raised floor data center physical environment.• Ensures that all systems and databases are online and available prior to required defined times.• Responds to calls to all HUIT Support lines during off-hours, escalates, documents, and logs all troubles.• Support key phases of server provisioning and deprovisioning and assists with all new equipment installs and server racking, including network cabling and port assignment.• Provide remote hands service for customers who have equipment install at 60 Oxford Street.• Act as sole onsite (on Campus) HUIT presence during off-hours and holidays.• Responds to facility alerts and helps ensure uptime of the 60 Oxford Street Data Center.• Responsible for ensuring physical security policies for the data center are met.• Provides training for other Operations staff on new policies and procedures.

• Served as the primary Data Center Operator staff person, performed all productions and network jobs as defined on the operational schedule, including tape mounting and backups, off-site tape rotation, and month-end.• Monitored the various computer systems, which included the use of software monitoring tools, performs analysis and initiated corrective action for operation problems. Documented, tract and contracted the appropriate on-call designee in accordance with set procedures.• Maintained inventory of computer supplies (e.g. paper, ribbons, etc.) and prepared purchase orders.• Responsible for contacted service vendors to repair printers, contact building maintenance and supervisor if there is a problem with air condition, UPS, or other electrical.• Monitored the execution and integrity of network system backups to insure required restorability of all data and software applications. Performed regular procedures to monitor disk utilization and processor capacity of all servers to ensure that sufficient working capacity was available always. • Monitored Mainframe, Network and Server Status, monitored system consoles for errors.

• Responsible for Monitored Nightly Batch processing of Production jobs for CA-7, and SAP, AutoSys Backups for all systems and responsible for the restart of failed backups.• Supported users over the phone during off-hours, reset of passwords, and logged all trouble problems via BMC Ticketing• Monitored on-line SAP system through AutoSys and responded to ITO system messages.• Monitored, restarted and scheduled backup through HP Data Protector and Verities for all UNIX Database Servers and NT Servers.• Maintained data center peripheral equipment by loading appropriate media and the distribution of nightly reports.• Monitors emergency power generation and UPS, AC, Electricity, air condition, fire alarm systems and security of the Data Center Facility.

• Provided technical support for day to day functions of Data Center. This includes first level operations support, monitoring systems, tape library functions and mainframe/midrange support.• Ran and executed Standard Operating Procedures (SOP’s) and computer operation Run Books.• Troubleshoot software and hardware problems including, AS400, UNIX, HP-UX, Windows, Data Protector, Tape Drives (LTO, DLT, ALT) Net Backup and Backup Exec.• Utilized HP Open View tools as log all incidents in the Remedy Helpdesk database, Data Protector, FTP Clients, Citrix, and systems monitoring tools.• Made certain tape media and documentation across all platforms are offsite within the service level agreements for day to day productions.• Performed Systems Tape Backup via Sun STK Enterprise and AS/400 3570 Exchanger.• Monitored emergency power generation and AC, electricity, and security of the computer room and peripherals. Created and managed Remedy Helpdesk tickets during off-shifts and weekend.

• Monitoring servers located in the data center (Mainframe, Linux, Unix, Windows); Environmental equipment, emergency generator, building and fire security system and other alarms, sensors, emergency systems and report problems t appropriate manager or support staff• Performs computer systems tape backups (changes tape, checks logs, sends tapes off site, orders new tapes and supports the tape rotation systems). • Monitor batch jobs for daily processing, sort and prepare printed output for distribution; run programs in accordance with established schedules; document all jobs completed; identify errors; advise appropriate staff of productions problems; document all resolved or unresolved issues; ensure accuracy and quality of completed jobs.• Processing computerized output, involves printing reports, special billing forms, and payroll forms. Operation of Pitney Bowes inserter machines and Xerox Laser and other printers.• Account Management duties: creating, maintaining and terminating clinical and/or domain user accounts and privileges for various IT systems, services and applications residing in the IT Data Center.• Coordinates user and support issues with IS resources ensure timely response and intervention when situation/event requires immediate response/outcome/resolution.• Take calls from the Information Systems Support Center and provide Customer support.