Robert Jason Ely
Incident manager at Energy Future Holdings- Claim this Profile
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Bio
Credentials
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ITIL Foundation Certificate in IT Service Management
CSME, Inc.
Experience
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Energy Future Holdings
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United States
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Utilities
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100 - 200 Employee
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Incident manager
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Jun 2012 - Present
• Determine business impact of system outages and coordinate problem resolutions. • Setup, monitor, and facilitate critical incident bridge calls and send approved communications to the business and IT Leadership • Utilize multiple alerting tools to monitor overall systems health (SiteScope, WebSitePulse, Cascade) • Provide operational support for weekly change maintenance in the TXU production environment • Monitor the ITCC electronic mailbox for critical notifications from vendors, users and equipment • Create, update, and provide resolution for problem tickets using HPSM and Remedy • Maintain user accounts for multiple platforms • Monitor SAP production environment • Process customer interaction records via SAP CRM production environment • Provide business continuity shift coverage as the business necessitates • Provide internal customer support responsibilities on an as needed basis • Perform daily routine as assigned by the IT Operations Management team • Monitor Citrix production environment using Citrix XenApp
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Addison Search
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Irving, Tx
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Contractor
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Nov 2010 - Jun 2012
•Determine business impact of system outages and coordinate problem resolutions. •Setup, monitor, and facilitate critical incident bridge calls and send approved communications to the business and IT Leadership •Utilize multiple alerting tools to monitor overall systems health (SiteScope, WebSitePulse, Cascade) •Provide operational support for weekly change maintenance in the TXU production environment •Determine business impact of system outages and coordinate problem resolutions. •Setup, monitor, and facilitate critical incident bridge calls and send approved communications to the business and IT Leadership •Utilize multiple alerting tools to monitor overall systems health (SiteScope, WebSitePulse, Cascade) •Provide operational support for weekly change maintenance in the TXU production environment
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Ops Analyst
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Jan 2000 - Apr 2010
Luxury retailer that specializes in customer service and personalized sales. Monitored batch production jobs in the Data Center to ensure all nightly processing was complete and Service Level Agreements (SLAs) were met daily. Scheduled jobs using OPC/A and modified existing JCL in a mainframe environment. Provided Help Desk support to customers that included password resets and troubleshooting PC equipment. Created Flash Sales spreadsheets and training documentation for the Data Center. Escalated problems as needed and maintained communications with technical teams using GWI to track issues. Performed IPLs of OS/390 images as needed. Remotely closed stores that experienced problems using Remote Desktop application. Diagnosed and resolved system outages using automated alerting systems. Placed service calls and coordinated vendor technicians for hardware and software replacement. Assumed the responsibilities of the shift manager in the absence of senior personnel.
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Wire Cutting Supervisor
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Jan 1998 - Jan 2000
Supervisor, Wire Cutting Department Electrical supplies wholesaler for construction and communication companies. Supervised daily operations to ensure that customer orders were filled correctly and in a timely manner. Inventoried product daily and ordered necessary supplies to fulfill customer needs. Used forklift, reach truck, and order pickers for stocking, inventory, and order pulling. Supervisor, Wire Cutting Department Electrical supplies wholesaler for construction and communication companies. Supervised daily operations to ensure that customer orders were filled correctly and in a timely manner. Inventoried product daily and ordered necessary supplies to fulfill customer needs. Used forklift, reach truck, and order pickers for stocking, inventory, and order pulling.
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Education
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2008 - 2012
ITT Technical Institute
BA Science Degree, Information Systems Security/Computer Network Systems
Community
