Production Support Analyst with technical and troubleshooting repair expertise. Team player who is flexible, reliable and adaptable to dynamic environments.
Excellent attention to detail
Production Support Analyst, 08/2007
to Current State Street/IBM – Quincy
Monitor Tandem batch processing and ensure jobs are completed.
Support AUTOSYS , Crystal Clear , Open VMS , VDI, Netcool and ISM ticketing.
Provide disaster recovery support
Work closely with end-users to troubleshoot, reproduce and resolve reported issues. Evaluate and isolate unresolved problems. Escalate as needed internally or to software vendors.
Work closely with application supports team to fix problems in a timely manner.
Reviewed technical documentation and procedures.
Provide on-call and off hours support as required to keep critical applications and systems operational.
Provide daily production support and help resolve any application problems in a prompt and efficient manner. Provide clear and detailed solutions to user, documenting issues and resolutions through ISM ticketing system.
Provide defect free, on-time, quality service for all deliverables.
Train and mentor new operation staff.
Shift Manager, 04/1999
to 05/2007 J P Morgan – Boston
Monitored Tandem batch processing and escalated issues to the proper support team.
Managed and coached a staff of 6 operators on the 3rd shift.
Responsible for the mid year and end of years reviews.
Participated in daily manager meetings.
Trained operators on the proper usage related to the monitoring tools in the command center.
Supporting Production Control with all new Production installations and SIS releases.
Updating Production documentation to ensure no abnormalities during our Batch run and to transfer this information to JP Morgan GS.
Continue to perform the best level of service to JP Morgan by ensuring system integrity is running properly.
Identified and solved technical issues with a variety of diagnostic tools.
Demonstrated professionalism and courtesy with business users at all times.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Researched, troubleshot and resolved complex problems independently.
Worked closely with team members to meet or exceed all business service requirements.
High School Diploma: Westfield State College - Westfield Ma