Information Technology Specialist (Customer Support)

• May 2023 - Present

 Performed customer service "help desk" duties and provides technical assistance to local functional users to minimize operational disruptions.  Provided analytical and evaluative duties related to personal computers for both a wide variety of software and hardware problems.  Upgraded all workstations during roll out of new technology and software.  Configured, installed, and issued all new hardware throughout the installation. Maintains the Directorate of Information Management equipment inventory, hand receipts, and turns in excess equipment as necessary.  Installed and troubleshoots a variety of software and communication applications to include commercial off the shelf (COTS) programs, as well as Department of Defense (DoD) developed applications on personal computers.  Troubleshooted diverse computer platforms, peripheral equipment, and software applications with little to no technical guidelines.  Provided formal or informal training so users understand the relationships of the system and can operate the system without undue interruption.  Performed initial installation of the software onto new Tablet PCs and monthly program updates on existing units. Show less

IT Specialist/Customer Support

• Nov 2021 - May 2023

Information Technology Support Specialist

• Jan 2020 - Oct 2021

Mar, 2016 - Aug, 2018• Identified and corrected performance issues on MS Windows OS, and ESEF Mainframe.• Collected data around every transaction and turned it into tools that helped users.• Entered UNIX commands and observed system function to verify correct operations in WebSphere Z/OS, and detect errors.• Ensured proper installation of cables, operating systems, and software.• Maintained records of daily data communication transactions in HEAT, problems and remedial actions taken.• Enter commands, using computer terminal, and activate controls on computer and peripheral equipment to integrate and operate equipment.• Monitor the system IBM Tivoli for equipment failure or errors in performance.• Respond to program error messages by finding and correcting problems or terminating the program in mainframe.• Answer telephone calls to assist computer users encountering problems.• Trained users in the proper use of hardware or software, such as, McAfee Encryption, ESSO, and VPN.• Followed internal procedures for change management, incident management, and escalation to appropriate Tier II and Tier III level.• Participated in special projects, external audits, evaluations, and process improvements for the Help Desk.• Prepared detailed technical design specifications for programs i.e. Cisco AnyConnect VPN.• Provided after-hours support for applications and project efforts when needed.• Implemented new services into production, such as Cisco AnyConnect VPN and ESSO to users’ laptop.• Collaborated with other offices and territories to plan and implement new technology. Show less

Information Technology Support Specialist

• Jan 2020 - Oct 2021

Consultant/System Programmer

• Jul 2019 - Dec 2019

• Monitor WebSphere MQ and WebSphere Applications Server (WAS) applications utilizing various monitoring tools (including TEPS, Omegamon/Omegaview, TOMS, Tivoli ITCAMS, CICSplex, CA Introscope, ABEND Aid) and generated reports to identify/isolate problems. Analyze, debug and troubleshoot WebSphere MQ series performance and WebSphere (WAS) problems. • Identify and report Z/OS, JES3, Top Secret and other underlying system software problems. Identify and report Z/OS, JES3, Top Secret, peripheral device and file contention problems and other underlying system problems. • Monitor more than 650 CICS regions in production, training and integration environments utilizing various monitoring tools. Perform CICS dump analysis and provide recommendations, and identify and troubleshoot CICS and database problems. Investigate CICS storage violations, and recommend dynamic changes to CICS region settings to correct or contain CICS problems. • Monitor DB2 and IDMS database subsystems and coordinate with other Social Security Administration branches, and teams within the division to identify and resolve issues. Troubleshoot DB2 and IDMS problems. • Recognize and resolve operational problems affecting batch job processing, and make changes to systems software source libraries, table libraries, JCL libraries, and load libraries on an emergency basis to control operational problems. Research problems to determine root cause and participate in data gathering for studies to determine the most effective configuration for matching system capacity to operational needs. • Respond to Hot Terminal, SSA Alerts and email messages identifying problems related to online processing (i.e. DB2, IDMS, CICS, WAS, WMQ, etc.) • Update all troubleshooting databases as needed via SMAB’s internal reporting mechanism (the Greenbook) detailing event and actions taken as well as opening and closing associated CAPRS tickets as requested, publicly documenting problems or resolution information. Show less

Program Analyst

• Aug 2018 - Jul 2019

• Generate standard or custom reports summarizing business, financial, or economic data for review by executives, managers, clients, and other stakeholders in CRM • Collect business intelligence data from available industry reports, public information, field reports, or purchased sources in CRM • Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs. • Disseminate information regarding tools, reports, or metadata enhancements. • Manage timely flow of business intelligence information to users. • Utilizing Applicant Tracking System (ATS) to document the recruiting process and information for all candidates in Taleo. • Create new Requisitions (REQ) in Taleo. • Submit New Offer Requests for approval, and interview feedback in Taleo. Show less

Geographic Enterprise Systems Associate

• Nov 2015 - Mar 2016

• Gathered, logged and monitored all shipping data via Vulcan WMS and RF technology. • Used item numbers with RF technology to properly stock warehouse. • Translated business needs and priorities into actionable logistics strategies. • Gathered, logged and monitored all shipping data via Vulcan WMS and RF technology. • Used item numbers with RF technology to properly stock warehouse. • Translated business needs and priorities into actionable logistics strategies.

Loss Prevention Associate

• Jun 2011 - Nov 2015

• Advised security team and conducted investigations of significant threats and the loss or misappropriation of assets. • Monitored the department's contribution to total store shortage reduction and prevention programs. • Conducted 40 security audits per month to identify potential problems related to physical security, staff safety, and asset protection. Inspected security design features, installations, and programs to verify compliance with applicable standards and regulations. • Developed and reviewed specifications for design and construction of security systems. • Screened vendors and contractors before granting access to restricted areas within the mall. • Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs. • Drafted security operating procedures and training materials for the human resources department. • Monitored and evaluated unit performance on key security issues, recommending corrective action programs where appropriate. • Analyzed and investigated all incidents alongside functional management and security supervisors. Processed both internal and external case sheets. Show less