Donna Hicks Email & Phone Number

St. Louis, MO, US

Provide tier 1 support via telephone, desk side, remote access, and email to resolve all reported incidents and service requests on a 24 x 7 basis. Technician provides primary problem troubleshooting and documents actions in the IT ticketing system. Records root cause resolution or escalates to tier 2 IT groups as defined.Manage user’s passwords in AD.

First, second and third tier Helpdesk/Desktop supportSupported a globally located multinational workforce MS Exchange email administrationCreate mail enabled user accountsModify a user’s account permissions Add user’s accounts to Distribution/Security GroupsCreate and modify Shared MailboxesManage user’s passwords in AD, Email, and other systems Rebuild.

Maintained optimum system availability for user processing and completing all master schedules and processing on a timely basisMonitored NT/2000, Novell and UNIX servers. OS/390 mainframe, VM/VSE, and AS/400 mainframeUtilized Veritas to monitor UNIX systemsUtilized Backup Exec to edit and maintain scheduled jobsMaintained tape backups and libraries for all.

Working knowledge of host based mainframe equipment including CPU’s, cartridge and silo drivesResponsibilities included maintaining nightly job flow from automated CA-7 schedules, first level support on resolving abends, and performing IPL’sPerformed backups and various jobs on UNIX shell terminals and LAN PC Server environmentsResponsible for overseeing.

Responsible for operations of a Wang VS system, including start up, shut down and IPL proceduresSolely responsible for nightly backups and reporting for 7 companies. (2 wholesale and 5 retail store locations)Processing of all orders and invoicing nightlyGenerate customer, sales, profit and month-end reports

Performed batch processing dailyRan reporting daily and weekly for various operations Assisted with daily computer operations on IBM System 34