Core support for a multi-regional Wide Area Network (WAN) and substantial wireless network with multiple installation sites and vendor technologies.Day to day operations and maintenance of core server infrastructure and related technologies.Responsible to maintain the timely resolution of support queries and ticketing systems.Direct contact for commercial and governmental end users and charged with providing customer service and technical assistance in a timely and courteous mannerCreated and maintained all documentation for the NOC (Network Operations Center).

Provided remote support for desktops, laptops, printers, PDA’s, network and iSeries related applications.Support for field offices, print sites, circulation offices, ad sales, editorial offices.Provided on-site support for field office moves, equipment installs or upgrades. Maintained accurate inventory records of all hardware equipment and software for Sarbanes-Oxley compliance.Processed and monitored the input/output of reports governing structured batch processing for USA TODAY.Performed Daily/Weekly/Monthly backups on 16 iSeries systems via the HMC; Performed IPL’s monthly or as needed; Maintained tape library in BRMS; Trained peers on process.Performed PTF & Cume installs, Code 1 installs, system upgrades, restores on the iSeries systems.Worked directly with Midrange, IBM and programmers to test as well as fix software and hardware issues.Responsible for security authorization on iSeries applications for users, programmers, and operators; Administered New Employee/Change/Terminated User setups on the iSeries and network.Monitored connectivity of all iSeries and all field offices to the network; Interface with other departments (i.e. Field Operations, Circulation Systems, Circulation offices, Print sites, Maryland Operations Center, Midrange, Network, IBM, AT&T, and local LIC) if needed due to an outage or escalate to proper department; Assist users with basic logon and password issues for the network and iSeries systems. Created and maintained documentation for operations (i.e. Daily/Weekly/Monthly system backups, holiday schedules for structured processing, daily help desk duties, bringing ISDN backup connections UP/Down, etc.).Develop and support user applications (i.e. spreadsheets, databases, word processing, created and maintained market website) to improve processing and time management; Assisted with SQL and Crystal Report issues with users.

Processed and monitored the input/output of reports governing structured batch processing.Integrated part of implementing the new Help Desk. Assisted with the move of the Help Desk from Michigan to integrate two Data Centers together. Trained new operators to blend two Data Center Help Desks into one, supervised, training and scheduled the other Help Desk Operators. Maintained the integrity of the database for Change Management, trained programmers and other end users on how to use Change Management.Instrumental in implementing IBM Expert Systems for Mainframe 370 MVS/JES II environment for Help Desk operators to troubleshooting purposes. Trained operations and worked with programmers during implementation.