As the Senior Operations Analyst for the past 16 years, I have provided 1st level of support and monitoring to the Operations and NOC team for mainframe operations system issues, infrastructure monitoring tools and troubleshooting. I have been available for 24/7 for troubleshooting and problem resolution and have overseen administration of the IBM Tivoli System automation, Netview and Enterprise portal, along with Rexx programs. I have improved efficiency of critical systems and applications and reduced management costs, which led to the improved quality of system support.I was an integral participant in multiple new business migrations to our data center, the implementation of Corporate NOC functions and outsourcing support for 3rd party vendors. I have served as Project Manager to deliver projects on time and within budgets.Spearheaded the migration of corporate NOC services into one centralized office and provided administrative support of multiple NOC monitoring tools, as well as operations/nOC team during this project.Member of the IT Post-Mortem Committee which analyzes and reviews critical outages and made recommendations for changes to proactively avoid future issues. Act as Administrator for several applications by monitoring the global infrastructure and anticipating and correcting issues.Key participant in the bi-annual business continuity recovery testing..Successfully trained and developed operations team and new hires' on the main console team for system automation and operation system and partnered with 3rd party vendors to complete the outsourcing of the mainframe system automation and nOC services while training additional outside staff.Performed monthly and quarterly Sarbanes Oxley (SOX) audits of access controls to critical system files and financial databases.

Managed daily performance of computer systems and identified and provided solutions when performance issues arose. Analyzed and conducted technical and functional research to observe system functions and escalated unresolved, complex issues to the appropriate level.Analyzed and conducted technical and functional research to observe system functions and escalated unresolved, complex issues to the appropriate level.Performed operating system maintenance, system, IPL's and followed procedures for change management. Implemented new services into production and ensured proper functionality and efficiency.

As the Network Technician, I provided customer service support to the Help Desk phone system by accepting calls from internal and external customers and troubleshooting issues and handling escalation calls when necessary.Monitored network availability with NETVIEW (NPDA) and Spectrum to ensure full functionality and proactively detect and fix problems. I observed network functions to detect and correct errors, such as issuing VTAM commands to display or recover network resources. Monitored system functions and partnered with vendors and in-house support staff to restore service during network outages. Logged and maintained records of communication, trouble tickets, problems and corrective actions.

Performed all duties of the Computer Operator 1, along with providing in-house programming support, change management, incident management, escalation and daily system backups.Managed and oversaw staff work schedules and assignments for staff members, supported in-house program comprised of Cist, ISPF dialogue and CA-1 batch calls in order to process subscriber related transactions coming in through various vendor media systems.Performed daily and weekly backups of HP 3000 and AS4000 systems.

Monitored systems for equipment errors, logged reports and addressed concerns to produce smooth and continuous working systems. Managed daily activities by utilizing TSO, ISPF, SDSF and CA-1.