Ensure successful incident management processes are properly followed. Assume site supervisory responsibilities in absence of Manager. Perform analysis of complex system and network problems. Ensure production change management issues comply with policies/SOPs and related procedures. Effectively utilize new technology to improve group efficiency and communication.

Filled positions of increasing responsibility including: Associate Programmer-Technical Support interacting with the customers resolving issues for mainframe system errors and application day end production. Also, Data Center Senior Operator responsible for first and second level mainframe infrastructure hardware/software support.

2010At senior level, ensured successful incident management processes were properly followed. Implemented procedure modifications, documented problems and formulated recommendations for improvements to systems and procedures.During company merger, trained, empowered and motivated new support team members resulting in seamless transition. Designed and deployed a centralized documentation and education website which became a commonly used tool boosting group efficiency, communication and productivity. Received Peer Recognition Award (2009) for outstanding cooperation and service. Known as "go-to guy" for providing solutions.Served in assistant supervisory role for team of 12, empowering and motivating team members to perform more efficiently.Insightfully ensured production change management issues comply with policies and were properly communicated reducing the number of faulty incident records being created.Efficiently analyzed and resolved complex network and server outages minimizing critical incident response time.USERS Corporation Application Support Technician 2002 - 2004Provided 1st and 2nd level support to credit union back office application.

Ensured accurate application client installation and support, client server application implementation and daily support efforts. Followed strict infrastructure management guidelines including server performance monitoring, task scheduling, storage management/capacity planning, incident reporting and change control management.Exceeded management implementation goals bringing 3 production process improvement applications live in a timely and cost effective manner.

Proactively provided 2nd and 3rd level support of SEI's suite of Open Architecture Products that utilize a combination of thin/fat client and Web access methods.Tested and implemented new product releases and Disaster Recovery/Business Continuous design.

Key member of a team that designed deployed and supported an innovative client server application infrastructure growing to over 180 UNIX and NT servers in 3 years.Created and successfully implemented UNIX system disaster recovery plan for 6 production application infrastructures meeting strict security regulation standards.Proactively maintained primary UNIX (IBM AIX) system analyst position while also performing Microsoft Windows NT 2nd level administration and TCP/IP networking tasks.Made timely provisions for the following Server requirements: Fiber access to mainframe disk storage cluster, network extension design, environmental including power, server racks and command workstations with integrated monitor switches.

Proactively solicited expertise from each datacenter support member to create an informal training forum. This resulted in removing communication barriers between technical support groups, enhanced technical expertise and inspired several employees who were successful in advancing their careers.Demonstrated leadership ability while assuming Site Manager Responsibility for over 10 months due to absence.

Provided support and troubleshooting for mainframe network remote and internal clients. Utilized several link monitoring tools including Telenex, LanAlyzer and Netview.

Maintained and supported mainframe infrastructure architecture and production schedules utilizing CA Scheduler.