Technical Support Resume Samples in Word Format Free Download

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Sofia Parks

309 Bellechasse Drive

Raleigh, North Carolina  27001

Phone:  919-873-9876

E-mail: parks-sofia@att.net

Programmer/Analyst, Technical Support   Innovative, accomplished, insightful Information Technology specialist, well versed in the design, implementation, and support of Mainframe business solutions.  Highly skilled in application programming, technical  analysis of business needs, customer/user communication and support, and system continuity. Well grounded in the efficient use programming tools to provide common sense answers to challenging business objectives. Creative, flexible and focused, excelling in professional peer interaction to achieve shared goal results.  

Technical Business Experience:   Application programming, maintenance, monitoring, and support of Online and Batch processing,  Interface development between mainframe and server technologies, Change Control management, Run time efficiency evaluation and scheduling, Quality Assurance and development of testing standards, Disaster Recovery, Mergers and Acquisitions, Reporting, Billing, Service Charging, and Regulatory compliance.  

Technical Proficiencies: 

Languages:  COBOL under the Hogan Financial Systems Umbrella, COBOL 370, Easytrieve+

Hogan Systems:  Integrated Deposits, Platform Automation, Financial Subsytems, Customer Information, Umbrella and Release Control Systems, Edit and Function Systems, Scheduled Processing System, Function Processing System.

Mainframe Tools:  FileAid, Xpediter, ICTool, SAVRS, Abend Aid, ZEKE, ZARA, Changeman, Hogan Change Management, CA Endevor, Panvalet, Motivator, Comparex, Flasher, Strobe

PC Tools:   CA Clarity, HP Service Manager, Microsoft Word, Microsoft Excel, Microsoft Visio, Microsoft Outlook, HP Quality Center, Alert Find, Blue Zone, NS Elite, Lotus Notes

Environment:   IBM  Mainframe MVS/Z OS, CICS, VSAM, TSO/ISPF, OS JCL  

EMPLOYMENT HISTORY:

Senior Programmer Analyst,  First Citizens Bank, Raleigh, North Carolina   Jan 2001 – Nov 2011

Responsibilities:  Design, support, modify, and implement mainframe application solutions for Deposits systems, using COBOL and Easytrieve applications to perform transaction warehousing, account cycling and posting, multi-system and platform  integration, customer information systems, financial subsystem processing including restraints, IRS reporting, statements, employee sales tracking, production support, user report generation, documentation and standards compliance. Provided regularly scheduled production support of all Deposits applications.

Accomplishments:  Led bank’s first successful disaster recovery exercise in which all batch processing groups were successfully restored and processed to current benchmark.   Designed and programmed the mainframe communications and logic modules for web-based Rate Inquiry and Maintenance application. Technical lead and project analyst on two year project to double the capacity of deposits sequential master files, daily, monthly, weekly, quarterly, and yearly backups across all bank applications.  Authored bank’s first Deposits Operational Support Document – A detailed manual of all aspects of Deposits programming and support.  Activated first automated development batch cycles which allowed next-day simulation of production batch cycles in the test environment. Created bank’s first Batch Status Screen: A mainframe screen application that reports completion times of selected job milestones and availability on CICS onlines.  Led job scheduling restructure projects for major inner-bank mergers and divestitures. Designed user interface between Comparex and RACF security to allow for audit of security standards for migrating jobs and procs.

 

Senior Technical Analyst: Regions Bank, Montgomery, Alabama   Feb 1992 - Jan 2001

Responsibilities:  Hogan Change Control migration specialist, production maintenance, support, and development of banking applications, including Branch Automation and Deposits,  Design and implementation of interfaces between vendor change control products, Assisted bank’s technical lead in processing efficiency projects including buffering and in-core tabling enhancements, CICS transaction routing, and above the line processing. Daily production support of change control migration.

Accomplishments:  Designed and implemented interface between Hogan Deposits System and Endevor. Installed new releases  and periodic updates of Hogan Umbrella system 2.0.  Created automated interface between Hogan change control and source compilers. Segregated Savings and Deposits account processing into separate batch streams. Designed and implemented first multi key-ranged job streams for Hogan account postings. Designed and scheduled  bank’s first Deposits batch posting job streams to successfully complete in the allotted time frame for 50 straight cycles. Certified in Hogan Customer Information Systems, and Release Control Systems, and Platform Automation Systems through completion of formal course work presented by Hogan Systems education department.

Senior Programmer Analyst: Society National Bank, Cleveland, Ohio   Feb 1991 - Feb 1992

Responsibilities:   Maintenance and support of Hogan Deposits system and TEFRA government compliance software, Facilitator of daily processing meeting to coordinate test environment usage, file allocations, batch job execution, online file initialization, and to prioritize requests for test resources.

Accomplishments:   Certified in Hogan Deposits and Programming Under The Umbrella through completion of formal course work presented by Hogan Systems education department.

Senior Programmer/Business Analyst: Chemical Financial Services, Cleveland, Ohio   Jun 1987 - Feb 1991

Responsibilities:              Maintenance, design, and development of in-house payroll system, financial forecasting system, delinquency processing, and securitization reporting.

Accomplishments: Successful conversion of payroll system to new corporate company standards.  Received "Most Valued Performers" bonus each year of employment.

Data Processing Instructor: ICM School of Business, Cleveland, Ohio   Dec 1983 - Jun 1987

Responsibilities: Instructing post high school students in COBOL, OS JCL, OS utilities, and Lotus 123.

Accomplishments:    Designed school's report card program, operated school's first PC lab, selected Teacher of the Month twice and honored as ICM Instructor of the Year in 1985.

EDUCATION:

2011 - Completion of Principles of Banking course, First Citizens Bank education department and the American Banking Institute, Raleigh North Carolina

1992 to 1999 - Certificates of completion for courses in Hogan Programming under the Umbrella, Deposits Systems, Hogan Umbrella Technical Support, Hogan Release Control Management, Hogan Platform Automation System, Hogan Integrated Deposits Internals, and Customer Information Systems - CSC/Hogan Education Centers, Dallas, Texas.

1995 - Certificate of completion for Endevor for New Administrators, Computer Associates, Atlanta, Georgia

1983 - Certificate of completion for Data Processing for College Graduates Course, ICM School of Business, Cleveland, Ohio

1974 to 1979 - Bachelors of Arts in Business Communications, The Ohio State University, Columbus, Ohio

1971 to 1974 - High School Diploma, college preparation, Shaker Heights High School, Cleveland, Ohio

OTHER ACCOMPLISHMENTS:

1999 to 2009 - Creator, designer, and curator of the Alabama-Florida Baseball League Historical Web Sites: WWW.ALABAMA-FLORIDA-LEAGUE.COM and WWW.DEEPSOUTHCLASSD.COM (both no longer active). Archived the complete history of defunct Class D professional baseball league, active from 1936 to 1962, including interviews with league participants

1975-76   At 19 years of age, Co-founded The Record Exchange, Cleveland Ohio’s first used record store, which developed into a highly successful regional chain of personal entertainment media stores.

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