Alda Grant

Operations Analyst

CDW

Sep 2023 - Current (3 years 2 months)

Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs. Delivers services within defined SLAs and security/compliance requirements Ensures completion of daily operational documentation and transfers knowledge to next shift Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate Completes assigned customer workload, including, but not limited to, monitoring an

Transamerica Computer Operator

Apex Systems

Dec 2022 - Oct 2024 (1 year 11 months)

Accountable for customers' results. Communicated with customers' workflow to prevent bottlenecks. Experience monitoring ServiceNow and Remedy. Ability to multi-task. Ensured understanding, listen to concerns, and rely on team feedback to improve the quality of customers' relationship. Experienced in Microsoft and managed services environment. Operational knowledge of Mainframe z/OS, TSO commands, Console, JCL, Batch Execution and Monitoring. Strong familiarity with Job Entry Subsystem (JES) commands on the mainframe.

A

Morgan Stanley Mainframe Computer Operator

Alltech Consulting,

Sep 2021 - Dec 2022 (1 year 4 months)

Operational knowledge of Mainframe z/OS, TSO commands, Console, JCL, Batch Execution and Monitoring. strong familiarity with Job Entry Subsystem (JES) commands on the mainframe. Controlling system tasks via with IBM System Automation or CA Ops MVS. using CA-11. Monitor real time performance of the computing environment utilizing automated solutions. Track and document all outages and incidents which adversely impact the environment. Familiarity with Service-Now ticketing software. Excellent MS Excel, MS Word, and MS Outlook skills. Pays strong attention to detail.

P

Verizon Mainframe Computer Operator

Pomeroy,

Aug 2020 - Sep 2021 (1 year 2 months)

Perform and monitor work with CA7/11 and ESP. Responsible for monitoring, controlling and operating complex computer systems, networks, applications and mainframe systems. Responsible for analyzing first level problems for all systems (according to the service agreements), resolving and routing as appropriate, supporting the Systems Management Processes specific to their client requirements, performing I/O (tape and print) duties where appropriate and batch management when required. Execute a series of jobs in a set or "batch" rather than a single input with Mainframe z/OS operating systems.

I

Verizon Mainframe Computer Operator/Monitor

IBM,

Aug 2017 - Feb 2020 (2 years 7 months)

Responsible for monitoring, controlling and operating complex computer systems, networks, applications and mainframe systems. Responsible for analyzing first level problems for all systems (according to the service agreements), resolving and routing as appropriate, supporting the Systems Management Processes specific to their client requirements, performing I/O (tape and print) duties where appropriate and batch management when required. Executed a series of jobs in a set or "batch" rather than a single input with Mainframe z/OS operating systems.

D

Client Relations Specialist

Dynarex Corporation,

May 2016 - Jun 2017 (1 year 2 months)

Provided second-level support to the Customer Service Department. Effectively communicated with customers while addressing complaints and order related issues. Supported the sales team by maintaining and improving the company's relationship with the customer base. Created welcome and appreciation letters. Contacted customers for feedback on service. Liaison for the Marketing department. Offered customers a marketing opportunity to improve their business with the "We Care Like Family" motto.

V

Technical Analyst/Production Control

Verizon Corporation,

Oct 2005 - Dec 2015 (10 years 3 months)

Provided monitoring, scheduling, distribution to over a dozen application teams. Monitored batch for Irvine and Orangeburg operations teams. Supported between Operations and Technical Services. Performed work with CA7/11, View/Deliver, JCLPrep, and migration issues. Monitored SureSync along with adding and deleting servers. Resolved trouble tickets. Assisted with the conversion team with combining VISION and I2K. Processed software through Endevor. Created weekly activity reports for management.

V

Technical Analyst/Computer Operations

Verizon Wireless,

Dec 2000 - Oct 2005 (4 years 11 months)

Performed re-start, recovery, monitoring in the CA-7/CA11 environment. Monitored the IBM mainframe to ensure the CICS, DB2, I2K, Vision and other production onlines are enabled and available to the user community. Used MVS, JCL daily to analyze JOBS and resolve ABENDS. Monitored Unix Servers and Processes using TIVOLI. Operator for VMS system that monitored transmission lines between communication stores and credit card systems. Translated error reports for turnover for IT department.

V

Member of Technical Staff

Verizon Wireless,

Jan 2000 - Dec 2000 (1 year)

Entered complete and accurate reference data in billing system for new price plans, promotions, reseller accounts and other general requests. Reviewed reference data entered by other team members. Analyzed end user requests to identify system capabilities. Attended marketing meetings for new pricing initiatives. Analyzed trouble reports and identify resolution for reference data related items and customer service problems. Worked with application support team members on billing issues and trouble reports. Ran queries for the NE and SW markets.

B

Senior Specialist III

Bell Atlantic Mobile,

Jul 1998 - Jan 2000 (1 year 7 months)

●Sat in as acting supervisor. ●Handled referrals from co-workers. ●Maintained weekly over-time log. ●Maintained management referral log. ●Provided technical support for inbound callers. ●Explained billing and price plan issues for Vision customers. ●Provided customer service to the Bell Atlantic Mobile Footprint.

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Alda Grant

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