IT Specialist

• Mar 2021 - Present

Provide support controlling, diagnosing, and resolving difficult problems that arise due to incorrect ECL coding/programming techniques. Provide IBM and Unisys Mainframe Operations/Application support including performing IPL in a highly-complex mainframe operating environment. Provide generalized expertise in OS2200, z/OS, and z/VM operating environments, JES2, JCL, and OpCon Unisys scheduling tool. Utilize a Windows-based personal computer workstation and the MS Office suite (Outlook, Excel, and Word), Internet browsers, Mainframe Terminal Emulation Software, and ITSM ticketing software. Provide support using standard tools (currently BMC Control Products Suite) for scheduling to include building, maintaining, and scheduling batch processing (to include complex system abend (error) recovery techniques). Provide real-time accurate monitoring and troubleshooting of multiple mainframe systems and applications. Conduct troubleshooting of mainframe application support issues, work with government personnel, other contractors, MLOB management, and customer personnel to ensure overall efficiency and effectiveness of MLOB Operations and Application Support. Perform system issue/incident determination, resolution, and RCA (e.g.: job abends, system performance degradation, network monitoring/recovery, workload monitoring/recovery). Notification of problems come from several sources: customers, Global Service Desk Agents, Team Leaders or the Shift Supervisor. Provide status and activity reports on items of team activities. Evaluate the customer’s mainframe processing requirements (e.g. scheduling requests, capacity concerns, and performance requirements) and comprehend/effectively communicate these requirements to customers and government employees (both orally and in writing). Troubleshoot problems to minimize interruptions in the customer's critical business activities. The contractor shall proactively identify and resolve system performance bottlenecks. Show less

Transportation Specialist

• Mar 2014 - Present

Help Desk Specialist

• Aug 2018 - Nov 2019

DISA Global Service Desk technician. I assisted 50-150 customers over the phone and through email. I tracked interactions by creating tickets in ITSM remedy. My daily tasks were to unlock accounts and reset passwords for 80+ applications. I also was trained to trouble shoot access issues related to JAVA and computer settings. All other interactions had to be properly described in a ITSM ticket then assigned quickly to the correct group based on the customers need. DISA Global Service Desk technician. I assisted 50-150 customers over the phone and through email. I tracked interactions by creating tickets in ITSM remedy. My daily tasks were to unlock accounts and reset passwords for 80+ applications. I also was trained to trouble shoot access issues related to JAVA and computer settings. All other interactions had to be properly described in a ITSM ticket then assigned quickly to the correct group based on the customers need.

Cable Installer

• Aug 2017 - Aug 2018

I was a home installation technician for Comcast cable boxes/ modem routers. My daily tasks were to interact with 3-8 customers in their homes and solve their cable and internet needs. I was trained to fully install cable from the service junction box to every room in their home. I was a labor intensive job that required me to climb ladders, crawl under houses, and spend hours in attics. I was a home installation technician for Comcast cable boxes/ modem routers. My daily tasks were to interact with 3-8 customers in their homes and solve their cable and internet needs. I was trained to fully install cable from the service junction box to every room in their home. I was a labor intensive job that required me to climb ladders, crawl under houses, and spend hours in attics.

Operations Lead

• Apr 2017 - Aug 2017