‍Parker,‍R.‍Scott208.991.4411 | scottp@yahoo.com

Objective· Experienced‍and‍knowledgeable‍Information‍Technology‍Professional‍seeking‍to‍contribute‍training‍and‍acquired‍skills‍within‍a‍Tier‍I,‍II,‍III‍Technical‍Support‍and/or‍Help‍Desk‍role.‍Work‍well‍independently,‍or‍in‍a‍group‍setting‍providing‍all‍facets‍of‍computer‍support‍such‍as‍troubleshooting,‍installations,‍and‍maintenance.‍In-depth‍knowledge‍and‍understanding‍of‍numerous‍software‍packages‍and‍operating‍systems.‍Skilled‍in‍providing‍Customer‍and‍End-User‍Help‍Desk‍Support.‍Easily‍identify‍and‍resolve‍technical‍issues‍and‍concerns.‍Excellent‍communication‍and‍presentation‍capabilities.

Skills & Abilities· Comprehensive‍knowledge‍of‍many‍IT‍environments:‍Corporate;‍Supply‍Chain;‍Retail;‍Pharmacy

· Highly‍effective‍written‍and‍verbal‍communication‍skills

· Diagnose‍and‍resolve‍problems‍

· Exceptional‍customer‍service‍skills

· Excellent‍attendance‍and‍ability‍to‍meet‍specific‍expectations‍and‍goals

· 12‍‍years‍of‍continuous‍employment‍supporting:‍Windows‍Clients/Servers;‍Linux/Unix‍OS;‍WAN/LAN‍networking;‍wireless‍peripherals;‍multiple‍platforms‍of‍POS‍systems;‍network‍devices;‍security/password‍integrity;‍general‍troubleshooting‍and‍support‍of‍retail/office‍hardware‍and‍multiple‍corporate‍applications.

· Workload‍automation‍tools‍and‍techniques:‍(Autosys,‍ESP,‍CAWA,‍CA7,‍Appworx,‍Robot),‍

· Automated‍Monitoring:‍(HP‍OVO,‍CA‍Service‍Desk)‍

· Automated‍and‍manual‍ticketing:‍(Any‍service‍desk‍technology)‍

· MF‍and‍open‍system‍data‍formats:‍(VSAM,‍IDMS,‍DB2,‍GDG,‍Flat‍files,‍Oracle,‍SQL,‍etc),‍

· System‍Management:‍(Unix/Linux‍servers,‍Windows‍servers,‍Mainframe‍(TSO,‍SAR,‍Control-D,‍XCOM,‍JES2,‍zOS,‍CICS),‍AS/400)‍

· Platform‍specific‍utilities‍and‍tools:‍Exceed‍on‍demand,‍Putty,‍FTP,‍IBM‍Utilities‍(IEBGENR,‍IEBCOPY,‍IDCAMS,‍syncsort),‍Smart‍restart,‍Panvalet‍

· Security‍technologies:‍(Access‍Control,‍Top‍Secret,‍ACF2,‍etc.),‍

· Backups:‍(TSM)‍

· Disaster‍Recovery‍concepts

Experience

Infrastructure Operations Tech I | Supervalu | 9/2014-3/2016

· Ensuring‍smooth‍operations‍through‍proactive‍monitoring‍of‍all‍scheduled‍processing‍(Unix,‍Windows,‍Mainframe,‍AS/400),‍performing‍job‍requests‍(force‍start,‍cancel,‍complete,‍etc.)‍

· Monitoring‍of‍the‍open‍system‍tape‍Libraries.‍Performing‍the‍tape‍backup‍related‍activities,‍checking‍for‍ejected‍tapes,‍DR‍activities,‍tracking‍scratch‍tape‍count,‍vaulting‍and‍other‍activities‍related‍to‍open‍systems‍tapes‍

· Monitoring‍FTP‍processes‍and‍resolving‍or‍documenting‍and‍escalating‍issues‍involving‍file‍transmission‍errors‍and‍also‍monitoring‍of‍FTP‍processes.‍

· Documentation‍and‍escalation‍of‍issues‍on‍jobs‍and‍workload‍automation‍technology‍issues.‍

· Provide‍emergency‍access‍to‍systems‍in‍order‍to‍prevent‍outages‍or‍assist‍in‍the‍incident‍resolution‍process‍

· Ability‍to‍prioritize‍work‍from‍various‍sources‍of‍input‍(CA‍Service‍Desk‍(incidents/requests),‍Job‍scheduler‍monitoring,‍phones,‍etc)‍

· Participating‍in‍the‍outage‍escalation‍process‍

· View‍output‍of‍job‍failures‍and‍determine‍the‍next‍course‍of‍action‍where‍possible.

‍

Help Desk IT Specialist III | Supervalu | 07/2006-9/2014

· Follow‍processes,‍develop‍and‍update‍procedures;‍provide‍fast,‍consistent‍and‍reliable‍IT‍Support‍and‍customer‍service‍to‍end‍users.

· Operate‍in‍a‍support‍role‍to‍other‍team‍members,‍performing‍both‍administrative‍and‍directed‍tasks.

· Observe‍system‍functioning‍and‍verify‍correct‍operations.

· Develop‍training‍materials‍and‍procedures,‍and‍then‍train‍users‍in‍proper‍use‍of‍hardware/software.

· Mentors‍and‍guides‍IT‍Specialist‍I‍and‍II.

· Extensive‍experience‍with‍Retail,‍Corporate,‍Pharmacy‍and‍Supply‍Chain‍systems,‍IT‍support‍and‍operations.

· Develop‍innovative‍ways‍to‍permanently‍resolve‍existing‍or‍potential‍problems.

· First‍line‍of‍support‍for‍all‍users‍regarding‍computer‍software‍or‍hardware‍related‍problems.

· Escalate‍high‍visibility‍and‍impactful‍issues‍to‍supporting‍teams‍and‍business‍stakeholders.

· Complete‍and‍comprehensive‍ticket‍logging‍of‍all‍issues,‍including‍all‍troubleshooting‍steps,‍knowledge‍documentation‍used‍critical‍information‍and‍resolution.

· Support‍IT‍goals,‍objectives‍and‍Service‍Level‍Agreements.‍Drive‍the‍resolution‍and‍root‍cause‍analysis‍of‍technical‍outages‍affecting‍single‍users,‍single‍sites‍up‍to‍enterprise‍wide‍major‍issues‍affecting‍multiple‍users.

‍‍Help Desk IT Specialist I&II | Volt technical | 8/2004-7/2006

· Follow‍processes,‍develop‍and‍update‍procedures;‍provide‍fast,‍consistent‍and‍reliable‍IT‍Support‍and‍customer‍service‍to‍end‍users.

· Operate‍in‍a‍support‍role‍to‍other‍team‍members,‍performing‍both‍administrative‍and‍directed‍tasks.

· Observe‍system‍functioning‍and‍verify‍correct‍operations.

· Develop‍training‍materials‍and‍procedures,‍and‍then‍train‍users‍in‍proper‍use‍of‍hardware/software.

· Mentors‍and‍guides‍IT‍Specialist‍I‍and‍II.

· Extensive‍experience‍with‍Retail,‍Corporate,‍Pharmacy‍and‍Supply‍Chain‍systems,‍IT‍support‍and‍operations.

· Develop‍innovative‍ways‍to‍permanently‍resolve‍existing‍or‍potential‍problems.

· First‍line‍of‍support‍for‍all‍users‍regarding‍computer‍software‍or‍hardware‍related‍problems.

· Escalate‍high‍visibility‍and‍impactful‍issues‍to‍supporting‍teams‍and‍business‍stakeholders.

· Complete‍and‍comprehensive‍ticket‍logging‍of‍all‍issues,‍including‍all‍troubleshooting‍steps,‍knowledge‍documentation‍used‍critical‍information‍and‍resolution.

· Support‍IT‍goals,‍objectives‍and‍Service‍Level‍Agreements.

· Drive‍the‍resolution‍and‍root‍cause‍analysis‍of‍technical‍outages‍affecting‍single‍users,‍single‍sites‍up‍to‍enterprise‍wide‍major‍issues‍affecting‍multiple‍users.

EducationHS DIPLOMA |1972| BOISE HIGH SCHOOL

· GPA‍3.1

NEW HORZIONS COMPUTER TRAINING| 1996 

· Coursework:‍MS‍Office‍Suite

· Coursework‍:‍MS‍NT‍Security‍Administration,‍Windows‍95‍and‍98

· Cert.:‍CompTIA‍‍A+‍Hardware‍Cert.,‍Windows‍NT‍Admin‍Cert.

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