- Sao Paulo, BR
- £7 /hr
- Available now
Accomplished IT Support Analyst professional with 20 + years experience in Computer Operations, Technical and Help Desk Support. Proactive self-starter known to initiate processmore...Accomplished IT Support Analyst professional with 20 + years experience in Computer Operations, Technical and Help Desk Support. Proactive self-starter known to initiate process and system improvements to increase system stability and productivity. Progressive computer & network operations. Mobile computing and hand held PDA device experience in large global data centers. Providing Help Desk support to hundreds of clients worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communications and diagnostic skills consistently solve problems and rarely escalate issues.
Area Covered: Professional Bio
Work Experience Summary: BUSINESS ANALYST
MCGRAW – HILL COMPANIES MARCH 2007 – PRESENT
The primary responsibilities are to handle inbound calls to support the business segment of the McGraw-Hill companies. As part of this function the BSG (business support group) is focused on providing 2nd level support to callers and takes escalations from level 1 support group and work with level 3 support when required to ensure a high level of problem resolution. The BSG also works as the problem management group with the objectives of Problem working to minimize the adverse impact of Incidents and Problems to the business that are caused by errors within the IT infrastructure and to prevent the recurrence of Incidents related to people, process or technology associated causes.
Business Analyst duties include providing high-level expert advice, assistance, guidance or counseling in support of management, technical, organizational and business problem resolution or investigative efforts. This may also include studies, analysis and reports documenting any proposed developmental, consultative or implementation efforts/recommendations.
Problem Management Responsibilities:
ï‚· Identifying, recording, classifying, and tracking problems through investigation and diagnosis until a "known error" status is achieved or an alternative procedural reason for the problem is revealed.
ï‚· Identifying, recording, classifying, and tracking known errors. Tracking the problem resolution phase until the successful implementation of a change to or replacement of a component is confirmed.
ï‚· Driving the Root Cause Analysis (RCA) process in conjunction with the technical support teams on identified problems to aid in optimum resolutions and prevention of recurrence. Conduct review meetings for RCOA completion, status, and follow-up activities.
ï‚· Compiling and reviewing problem metrics to identify recurring problems, trends, and potential problem sources.
ï‚· Analyzing incidents, problems, and errors for trends to proactively identify future problems.
ï‚· Providing metrics reporting to management as required.
ï‚· Managing outage escalation crisis management communication
ï‚· Business Analyst will work directly with New Business, Process Improvement and Relationship Managers to ensure smooth and effective service delivery and response to improvement opportunities
ï‚· Responsibility for coordinate new support to all McGraw-Hill Companies support groups
ï‚· Production documentation, training materials, FAQ for support groups, in cooperation with application development groups
ï‚· Leverage appropriate work efforts with the 55 Water ASG group to streamline support activities \Work with change management, production control, etc. to effectively manage changes in the environment to minimize and/or eliminate customer impact
AS/400 ANALYST & DESKTOP SUPPORT DEC 2001 – FEB 2007
EMI MUSIC PUBLISHING ï‚² NEW YORK, NY
Providing first-level technical support for global IT infrastructure supporting 2,000+ employees throughout the U.S. and overseas. Troubleshoot hardware, software and connectivity issues for a mixed Novell, Windows XP/2000 and AS/400 midrange system environment. Administrator and Analyst of the AS/400 midrange environment containing Royalty, Licensing and Copyright data. Accountable for business recovery and continuity testing. Daily routine of ensuring all servers are up and running (Windows 2000, 2003 and windows media server for mp3 streaming as well as Linux / Oracle server.
Earned solid reputation for resolving complex issues and providing exceptional customer service.
Leveraged extensive experience in AS/400 environment including network connectivity, system productivity and security.
Strong perceptiveness, excellent communication and interpersonal skills written and verbal with demonstrated ability to work as a team member.
Extensively utilized Lotus Notes to record and track issues, enter purchase orders and procedures.
Imaging PC’s with Symantec Ghost and Linux / Zen Works via PXE connection.
Maintenance of printers, workstations & Laptops software and hardware Compaq and IBM ThinkPad’s.
Create and maintain client accounts for all major systems. AS/400, Novell, Lotus Notes and external client systems.
Responsible for all importing/exporting data from the AS/400 to PC and document imaging server. Configuring ODBC data source for Windows PC. Translate AS400 files to XML documents for transfer to Oracle Linux licensing system.
Managing compatibility issues with Windows XP migration from Windows 98/NT. Roll out of all new client hardware. Setup and configuration of client desktops including Blackberry, I-pod and other PDA devices.
Provide special assistance to key departments including Royalties, Copyright, Licensing and Executive support. Supported remote access using Nortel VPN client.
Test and evaluate new software and hardware assigned from desktop Manager.
Manage and maintain the AS/400 midrange system Software/Hardware and all communications lines.
MIS - HELPDESK ADMINISTRATOR
MAJOR LEAGUE BASEBALL,
OFFICE OF THE COMMISSIONER ï‚² NEW YORK, NY
Provided technical support for 500 plus users with in the Commissioners Office of Baseball consisting of various departments and organizations. Daily support included Microsoft Applications, Lotus, Word Perfect, Windows NT/9x, 2000 and Client Access AS/400 support.
ï‚· Adding new mailboxes, creating shared calendars and contacts and trouble-shooting e-mail problems with Exchange 5.5 administrator. Server manager for trouble shooting on site and remote server problems.
ï‚· Netfinity Service Manager for trouble shooting workstation problems, on site and remote locations. Remote access and Frame Relay via TCP/IP support for all Major League Baseball Clubs.
ï‚· Maintenance of Windows NT workstations & Windows 9x Operating Systems PC & Laptops software and hardware.
ï‚· AS/400 daily administrator duties via frame relay using TCP/IP include checking message queue for error messages, creating user accounts, monitoring active jobs in job queues, remote site communications through frame relay, system storage and CPU utilization. Creating virtual print session on the AS/400 for network printers so users do not need a printer session on the workstation. Unlocking batches. Configuring emulation sessions with Client Access printer and display. Converting AS/400 reports into MS-Office documents and spreadsheets. Modify and maintain backup schedule daily, weekly and monthly. Running reclaims storage for maintenance or restoring files and libraries. Maintaining daily backup rotation.
ï‚· Configuration of NT workstations. Setting up user profiles for new users. Rolling out new workstations and providing Internet and E-mail access. Configuration of Baseball Team Laptops for dial up and Frame Relay connections to Major League Baseball’s AS/400 system. Assisting the AS/400 administrator with Program Temporary Fixes.
ï‚· Setting up and supporting remote offices for special events (Spring Training, World Series and All-Star Games). Designed help desk intranet page for procedures and support information.
CASSA DI RISPARMIO DELLA PROVINCE LOMBARDE SPA JUNE 88 – JUL97
( CARIPLO ) NEW YORK BRANCH
Responsibilities include support for 45 users within an AS/400 and Windows NT environment. Performed daily administrator tasks under the senior AS\400 administrator that included creation of user and customer accounts within the Kapiti / Midas environment full and partial system saves print queue maintenance, software upgrades (PTF’’s) and unlocking batches. Upgrading and patching SWIFT (hardware Unisys / software), security authorization code updates and also integrated with the AS400. Experience with the proof and transit side of banking. Entering payments and transfers within the SWIFT system. Monitoring active jobs and job queues, system storage and CPU processing