Kyle Pendergrass Email and Phone Number

Verify syntax for JCL, program code, scripts, etc. and insures compliance with I/S StandardsResponsible for deployments to production environments across all platforms while adhering to standardsCoordinate move requests with multiple Application Development departmentsCommunicate with developers to ensure that the deployments are performed in a timely mannerAssist in coaching and enforcing the IT Software change process according to company policy to assure the least amount of downtime and promote seamless continuity for the end user production environment.Run scripts in deployment tools to stage files for deploymentAssist in verifying that all changes are: recorded, risk assessed, categorized, prioritized, planned, tested, evaluated, approved, released, documented and reviewed in a controlled and standard mannerFollow consistent and repeatable change management processesReceive, log and manage all request for changes according to the Change Management process.

Provide customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and documentation of a variety of software and hardware technologies using remote communication or through phone to the client or the end user.Assist with special request from Service Desk management team.Act as a mentor to Service Desk specialists and assist them when help is needed.Serve as a liaison between the ECC and Service Desk team, communicate updates to Service Desk staff as progress is made on Critical Incidents, assist in upgrading incident ticket priority, assignment of ticket, associating other incident and/or interaction tickets.Coordinate End User Notifications (email & system status voice recording), communicating degradation or service outages to end users of impacted services.Participate in all CIRT callsComplete turn-over notifications for incoming shifts.Process voicemails to the service desk, pending tickets assigned to myself and service desk personnel that are either out on PTO or no longer with the service desk. Process self service tickets. Process expedited loaner equipment requests.

Provide customer service to customers and staff through daily tasks and immediate problem solving.• Enhance skills in professionalism, customer service, and research.• Train other associates within the store in customer service while also training them in upcoming products in the store.• Troubleshoot and fix consumer PCs.• Work with and installing Windows XP, Windows Vista, Windows 7, and Windows 8• Work with Microsoft Office XP, Office 2003, Office 2007, Office 2010, and Office 2013