- Ensure Service and Access Request Process was performed according to documented standards and industry best practices.- Review and approve Service Requests with elevated access. - Audit and ensure that access approvers were updated in Access Approval matrix using Jira- Ensure Critical and Problem Management Process was performed according to documented standards and industry best practices.- Role-Based Access Project: Created role-based access groups for IT/Business teams in effort to streamline and make the onboarding process for new users more efficient.- Manage weekly meetings with Senior leadership to review and discuss critical incidents that impacts the production environment as well as followed up with appropriate resources to drive problem resolution.

GAMESTOP CORPORATION, Grapevine, TX 11/2016 – 12/2019IT Operations – Lead Analyst- Facilitate, provide leadership, and act as moderator on critical/high impact incidents as directedfor application and infrastructure systems affecting Gamestop Corp. stores and business unitson conference calls. - Provide continuous monitoring of systems, processes, and job schedules in the IT productionenvironment. Investigate and escalate any and all alerts or warnings within the monitoring andalerting toolset(Tidal, Nagios, Orion, New Relic, Networker, AS400 Systems )- Provide physical support of data center assets; executing equipment power cycling, mounting ofbackup media. Comfortable with starting and stopping appliances, applications, and orapplication components upon direction and approval from authorized personnel.- Change Management - Participate and moderate monthly change review meetings inpreparation for monthly maintenance activity in the production environment. Organize anddistribute monthly activity schedule to IT and Business associates. Facilitate and provideoperational support during monthly maintenance activity.- Critical Incident Management - Facilitated and monitor critical SEV1 and SEV2 issues for application and infrastructure systems affecting Gamestop business/IT units on conference calls. Record details of issues/critical incidents using Cherwell Service Management ticketing system. Provide critical incident notification details using Everbridge to business stakeholders and IT Leadership.- Problem Management – Provide documentation as well as participate in meetings with IT andBusiness partners to discuss and determine RCA on critical incidents as well as discuss anyimprovements on monitoring, runbooks, escalation procedures from an IT Operations/Incident management perspective.

• Facilitate and monitor critical SEV1 and SEV2 issues for application and infrastructure systems affecting EFH, Luminant and TXU Energy business units. • Create, document and track incidents using HPSM and Service Now tools for problem follow-up and statistical reporting.• Utilize various monitoring tools to track, monitor critical system events and overall system health for all application and infrastructure systems (Palladion, VCOPS, Solar Winds, BizManager, SAP, MoogSoft, CA Nimsoft, Website Pulse, New Relic, Cascade, OEM)• Change Management – Work with change management team to facilitate and provide operational support for weekly change maintenance for EFH, Luminant, and TXU business units.• Problem Management – Work with the problem management team to provide pertinent, detailed information that will help to determine RCA for critical incident issues. From an Incident Management perspective, key IT Operations teams are engaged to analyze, discuss and identify underlying causes of the incidents as well as develop workarounds or implement additional monitoring that will prevent or minimize impact to the business and customers.

.•Provided 2nd level support for distributed and mainframe environments.•Monitor CICS, DB2 and Q-Manager regions for continuous availability.•Manipulate Test and Production Unix Platforms, ensuring availability.•Assist with application implementations in both the Unix and Mainframe environments.•Document all outages and anomalies that affect the Online environment for problem follow up and statistical application reporting.

Team Leader - Performed MVS/SOFTWARE system maintenance. Assisted System Engineers with JCL/Space abends, through monitoring and manipulating batch cycles. Resolved and documented customer related problems.• Help to train and develop new team membersData Management Operator Monitored system consoles and mounted tapes to meet batch processing Service Level Agreements (SLA).