32 years of experience in programming and technical support. Excellent problem solving skills and needs assessment. Work well with technical and non-technical customers with diverse needs. Demonstrated ability to adapt to rapidly changing business requirements.
Languages: COBOL, Assembler, MVS JCL
Databases: IMS, IDMS, DB2
Other Software: CICS, VSAM, IPCS, ISPF
01/1997 to Current
Software EngineerIBM Silicon Valley Lab － San Jose, CA
Provided Level 2 technical support of IMS. This included extensive dump analysis and problem diagnostics. Studied programs to find defects. Worked with change team and developers as needed to get problems solved.
Submitted updates to IMS documentation to make it more accurate and understandable.
I was the Level 2 technical representative for the Quality Partnership Program (an early release program for customers who tested new features of IMS before a version of IMS was generally available to the public). This included being a liaison between IMS development and change team, other Level 2 reps, and customers to ensure that problems were being addressed in a timely manner.
I served as team leader for my team.
Coordinated the annual IMS Regional Users Group in Charlotte, NC.
06/1994 to 09/1996
Technical Account ManagerAffiliated Computer Services, INC － Santa Clara, CA
Provided technical support coordination for clients of ACS on the MVS/ESA platform, including CICS, IMS, DB2, IDMS, VTAM, TCP/IP, RACF, dasd, automation, network, and OEM software.
Performed technical tasks for clients as required.
Assisted clients in converting to the outsourcing environment.
Provided problem diagnosis and resolution to clients in all areas.
09/1991 to 06/1994
Systems EngineerComputer Task Group － San Jose, CA
This was a contractor position with IBM. I provided Level 2 technical support for IBM, supporting IBM COBOL languages including COBOL/370, VS COBOL II, OS/VS COBOL, and DOS/VSE COBOL.
Diagnosed customer problems by researching existing fixes, code analysis, examination of dumps and documentation, and problem recreates.
Resolved customer problems through creation of APARs, circumventions, and customer education.
Interviewed and recommended candidates for technical software support positions.
Member of steering committee for business planning and development.
05/1984 to 09/1991
Programmer AnalystCity of Anaheim － Anaheim, CA
Principal maintenance programmer for the City's Customer Information System (an online CICS system with COBOL and Assembler programs).
Designed COBOL programs to meet needs of Utility department users.
Member of development team for IDMS customer billing system including batch and online programs.
Developed online dialogs and maps for online payroll system using IDMS ADS/O. Trained users on new system.
IBM － CA
IMS DB Problem Determination
IMS TM Problem Determination
IMS DBCTL Recovery/Restart
SMP/E for OS/390
z/OS Diagnostic Workshop
Affiliated Computer Services － CA
Fundamentals of Client Server (IBM)
Fundamentals of SNA (IBM)
CICS Concepts and Facilities (Amdahl)
CICS for System Programmers (Amdahl)
MVS/ESA 5.1 Technical Overview (Amdahl)
Professional Writing Seminar (Stan Tigner Group)
Computer Task Group － CA
Assembly Language Coding and MVS Fundamentals
Interpreting Trace Output
Team Interviewing Workshop
Presentation Skills Workshop
Orange Coast College － CA
Data Processing - COBOL and Assembler Language courses
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Companies Worked For:
IBM Silicon Valley Lab
Affiliated Computer Services, INC
Computer Task Group
City of Anaheim
Affiliated Computer Services
Computer Task Group
Orange Coast College
Job Titles Held:
Technical Account Manager
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