Thomas Paden Email & Phone Number

Midvale, Utah, United States

Provide 2nd level support for escalated issues for mainframe operations and production control where 1st level support is being provided by off shore workers.Ensuring reliable 24 x 7 operations of the enterprise technology infrastructure and critical business applications across various technology domains and application frameworks.Using system management tools to review, monitor, analyze and troubleshoot the operation of technology domains including network, server, database, middleware, and application components.Facilitating resolution of technology events and communicating with infrastructure and application owners, Incident Management and other key stakeholders.Creating and maintaining daily and weekly reports and documentation to ensure standards compliance and the stable, efficient operation of enterprise technology infrastructure.Partnering with key stakeholders to establish and refine system alerts and domain runbooks for timely identification and resolution of system anomalies.Driving to true root cause for system events and identification of corrective and preventative actions that will result in improved availability and reliability.Relentless improvement of the enterprise technology infrastructure and application components.Performing additional duties as assigned.Ability to identify trends in support requests/ and incidentsAbility to analyze trends for automation purposesAble to look for opportunities to modernize the service desk experienceDevelop, maintain, and support operational processes

West Valley City, Utah, United States

Support XNET, XPTR, Content Cloud, and other Tier 1 Content Management applications.

2185 S 3270 W West Valley City, Ut

Monitor IBM mainframe and peripherals through consoles and monitoring tools such as omegamon and Control-M scheduler application. Respond to alerts and resource issues, or escalate as needed to technical support. Respond to calls, chats, and emails regarding processing or jobs. Prepare tapes for pickup by secured storage firm. Prepare document for turnover to following shift highlighting the activities during the shift.

Greater Salt Lake City Area

Monitor production jobs and processing on mainframe computer system. Monitor state maintained websites and network resources for hardware and software availability. Ensure security and infrastructure for data center. Provide centralized communications for IT personnel and customers. Provide off shift help desk for IT services. Printing of state computer produced reports and forms using high speed laser printers. Effectively communicate with coworkers and management about operating issues; production schedule and agency requests; and current resource issues and errors.

Coordinate scheduled/unscheduled system outages/recoveries with technical support and customers and document activities in tracking software. Control change management activities (including documentation, follow up, problem management, and crisis escalation) for data center during assigned shift. Prepared and presented report of operational issues and change management status from previous 24 hours for reporting to data center management. Provide work leadership to operations personnel including tape library and production controllers through assignment of work, monitoring of progress, review of results, orientation, and technical instruction.

Monitor hardware/software for mainframes; multiple UNIX enterprise servers; multiple AS/400s and multiple NT LAN servers and related peripheral equipment. Act as first level technical support for problems of varying levels of complexity. Coordinate system outages/recoveries with technical support and site customers using tracking software. Provide work leadership to other operations personnel including tape library and production control through assignment of work, monitoring of progress, review of results, orientation and technical instruction. Ensure security and efficient environment of data center to include power, HVAC, and fire suppression systems.