Jerry Biggerstaff Email and Phone Number

Sr. Systems Engineer is a salaried position on the Data Center Management team. Typically reporting to a Data Center Manager or Director, this position is responsible for ensuring continuous availability of all applications and the successful completion of all batch Processes across all platforms. These tasks are accomplished using hardware and software products that facilitate continuous proactive monitoring of local and remote systems and the problem identification, recording and resolution for Home Depot internal and external clientele. Personally, lead teams and worked with all groups in I.T. to achieve 100% availability per Service Level Agreements. Developed, Maintained and Supported “The Home Depot's” technical infrastructure, hardware, and system software components for complex projects. Performed configuration, debugged and supported multiple infrastructure platforms on complex projects. Performed root cause analysis for service interruption recovery; create preventative measures and present to upper level management. Perform store & SSC engineering and roll-out implementation. Ability to present ideas and manage projects. Interface with Business Stakeholders on complex projects. Update upper level management on escalated issues. Operated as a team lead guiding newer associates or interns. Provided technical direction to System and Associate Engineers, Operations Specialists, and contractors. Interface with Business Stakeholders on all applicable projects. Update upper level management on all escalated issues. I was responsible for helping others and providing on-the-job training or guidance. Extensive knowledge and experience with PC, Mid-Range, and Mainframe computer hardware, operating systems and system software.

This position started out as a contract position (Adea group & Icon Solutions). My arrangement with the company was to gain knowledge of all aspects of worldwide operations. I excelled in this position and was promoted to manager of customer service advocate. My current position includes managing the workflow of 40+ individuals. Decrease time to resolution thus not missing service level agreements. I personally supervise the training and documentation for international clients and internal personnel. Facilitate conference calls on major issues up to the Vice President level on global concerns. Verify authorizations before major changes are made to the global infrastructure with a knowledge of the ITSM/ITIL process.

Monitored numerous customers in real time utilizing CA-7 for late, abend, or skeleton jobs. Financial files fixed that are outside of schedule specifications utilizing File-aid. Sent data records removed for authentication. Documentation of trouble tickets defined future handling and research of failed processes. Late schedules held by requirements, resources, and contention concerns, were resolved before they become major issues. Examined test programs holding up production schedules not executing within normal schedule parameters. Promptly fixed schedule look back issues. I attended daily problem management and change management meetings to develop procedures for new and existing implementations.

Analyze and schedule new process for the production environment. Direct ITSM change control and problem management request on a daily basis and conducted weekly meetings. The implementation and business impact of new rules, batch procedures, and hardware changes supervised personally. By team effort, schedule changes and demand development confirmed to control downtime and need for permanent procedure. Documentation for new and existing processing preformed by diplomatic means of all teams concerned then implemented. In training team members on all new processes and hardware, we were instrumental in bringing new system up quickly. Logically solve problems by rescheduled recurring late schedules with contention, late, or missing requirements. Research history tickets for past resolution of abends. Implementation and execution of dataset (file) retention policy problems, and deletion unwanted data after review.

I was self-motivated in learning all aspects of automation, in a multi-client data center. I acquired productivity proficiency in time management with a keen sense of priorities. With multiple scheduling packages as well as recovery system, I excelled in planning checklist for existing and new operators. Listening skills were a key undertaking in this type of environment as new processes come in daily. I was responsible for writing the daily turnover logs for a staff of 10 people. Resourceful in finding answers to complex problems by utilizing old documentation and re-writing manuals as required. Monitored automation functions for major performance issues and abends.

Edited JCL based scheduling program to facilitate daily production schedules. I trained multiple computer operators in daily procedure of batch production, tape operations, and print facilities. Communicated production failures to programming staff and researched issues for permanent resolution. Diligent in working with system support personnel to insure that the company is not effected for long periods. Reviewed and led a successful operations staff in the art of data center procedure. End user support questions from an operations standpoint. Automated conflicting processes such as a backup merge affecting production processing. I instructed the team in data recovery procedures though CA-11, CA-1, and other procedures.

The focus in this position was one of manual mainframe developmental skills. Processing schedules in this setting was done in a run sheet format without the benefit of a scheduling package. This situation helped widen my mainframe proficiency in the practice of time control, schedule management, and Abend resolution. I excelled in the IPL of two live systems on the same machine without procedural error. Strategize with upper managers to increase production output and eliminate duplicate input tapes. Decreased processing time by 3 1/2 hours by initiator manipulation and limited Contention errors. Collaborated with programmer and scheduling staff to limit practice of duplication.

My computer knowledge in an IBM mainframe environment expanded the possibilities and understanding gained as I realized my career path. I acquired a basic to intermediate familiarity with the hardware, operating system, and software needed to manage the day-to-day operation of the business. Working with the assistance of programming and scheduling staff, I sustained the daily workflows in a timely manner. Successfully researching resource and contention issues put aside time delays in processing. I learned the importance of the IPL (Initial Program Load) process and the order in which programs are to be stop and started. Our perfection of the art of daily print and tape functions ensured timely delivery to end users.