Dawn Wilcox

Use various CA-7 commands to check production job status, monitor batch schedules, look in different queues to be proactive about potential issues.

Verify dependencies on jobs for accuracy and resolve any issues that may prevent processing cycles from started or ending on time.

Monitor the email and the Test Forms database application, and demand production batch jobs per customer request

Monitor Appworx scheduled job flow, and use Appworx commands to check job status.

Make tickets in Smart IT tool for abended jobs based on documentation provided, and call corresponding support team to notify them.

Work closely with support on job fixes such as step restarts.

Join bridgecalls to assist with IPL’s, take snapshots of system before to make sure everything matches up afterwards.

Make sure background processing jobs and normal batch schedule jobs are running smoothly at all times.

Cultivated and maintained positive relationships with business partners to deliver timely and cost-effective supply of services and materials.

Tracked and analyzed reports to determine needed improvements.

Analyze and monitor production batch processing to prevent and/or assist with resolution

of application processing problems.

Use various data center monitoring tools to watch for alerts and messages, and investigate

or escalate accordingly.

Conducts system checks throughout to determine the health of the systems.

Prioritize the entire Command Center’s workload, based upon impact or task priority. Also

reviews incoming team emails, maintenance notifications, and alert messages.

Ensures tickets are assigned out to the appropriate team after review of the ticket, and that

incidents are prioritized correctly.

Organize and run IPL's and backups on Saturdays, and manages Operations portion of any

changes.

Stays up to speed on any issues that arise to the environment, and provides the team, and

support teams direction based upon analysis of impact, and engages Escalation

Management, and cooridinates or joins bridgcalls as needed.

Answer and resolve miscellaneous internal/external helpdesk requests, or escalating to the

appropriate group, and track the progress of requests for support and ensures that users

and other interested parties are kept informed.

Utilize various data center monitoring tools to watch for alerts and messages, and provide

first level support.

Enter Unix commands, execute scripts, check log files to look for errors and other pertinent

information.

Create a daily summary report with accounting run durations and any issues that occurred,

and publish to the web for upper management and customers to view.

Conduct quarterly data center hardware/storage inventory, and investigate any

discrepancies.

Monitor surveillance footage, and patrol the interior of and the perimeter of the building

and the property to observe and identify potential safety risks, security risks and

undesirable conditions.

Respond to emergency situations: data center power outages, safety hazards, fires, medical

emergencies, and threats of security breach.

Interact extensively with the production support team and UNIX systems team. Assisting

support groups in gathering necessary research material to understand and solve problems.

Provide excellent customer service, answering queries, and keeping the customers

well-informed of any issues.

Participated in semi-annual audits of the tape library, which involved: scanning over

250,000 pieces of media, searching for missing tapes, and preparing audit reports.

Provide guidance, train, and audit work of less-senior staff on the other night shift

computer operators.

Mentoring the team to ensure compliance to standards, proper resource development,

process execution, and SLA’s are met.

Ensured that the tape silo scratch levels and free cells were maintained. Printed scratch lists,

pulled tapes, and loaded them in the tape silos as needed.

Investigated and provides advice on data center equipment problems. Made service calls

or provided authorization for equipment repair. Interfaces with and guide vendors to

ensure timely attention to maintenance concerns.

Examine day to day systems processes and recommend improvements.

Processed incoming/outgoing tape vaults, which involved: packaging, scanning, and

verifying, sorting and scanning all media.

Maintained communications with management, schedulers, and operators to ensure

accurate knowledge of production issues.

Established, reviewed, and revised operating procedures in the playbook as needed for the

ever-changing environment of a data center.

Responded to trouble tickets on performing break/fix activities for trouble related

hardware.

Reviewed and assisted in the updating of the BCP plans, and other procedural

documentation.