GERALD NEWMAN
Monroe,LA
Summary
Detail-oriented professional with proven teamwork, leadership, and analytical skills. Aiming to leverage my abilities to successfully fill the IT role at your company. Frequently praised as results-oriented by my peers, I can be relied upon to help your company achieve its goals. Let me be your IT Swiss Army Knife.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Application Support Analyst
Loan Depot
02.2021 - Current
- Manage application incident support queues for incident resolution, within defined SLAs
- Perform analysis and troubleshooting for reported incidents prior to escalation to development or other IT resources
- Communicate with stakeholders and users the status of current requests or incidents
- Provide full operations support; identifies recurring issues and provides solution options to Level I, II, and III support teams
- Manage branch/user account activations, setup, and deactivation for all channels within LoanDepot Enterprise
- Collaborate with Information Security to address and remediate any security concerns raised with user accounts in supported systems
- Review and update application support documentation for frequent support issues and resolutions
- Work with third-party vendors to create/modify/deactivate user accounts
- Special projects and tasks assigned by management/team lead.
Business Support Analyst
J P Morgan Chase
04.2024 - 06.2024
- Build and maintain effective working relationships with internal team members, as well as with other teams within the firm
- Prepare client-specific reporting
- Prepare regulatory reporting, such as draft financial statements and regulatory reports
- Adapt to and execute changes to regulatory requirements
- Prioritize tasks and assignments to meet deadlines, and escalate concerns to direct manager
- Demonstrate familiarity and competence with departmental and team procedures and applicable systems
- Recommend adjustments and improvements to departmental and team procedures and applicable system enhancements.
IT MANAGEMENT CONSULTANT (Team Lead)
State of Louisiana
04.2019 - 05.2020
- Monitor network performance and troubleshoot problem areas as needed using SolarWinds, Wireshark, Nessus and other tools
- Design and deploy company LANs, WANs, and wireless networks, including servers, routers, switches, UPSs, terminal servers, Remote Terminal Units, and other hardware
- Monitor and test network performance and provide network performance statistics and reports
- Deploy on governor state emergencies projects (Ransomware attacks) and served as a lead for the entire state
- Serve as a Team lead for other technicians in the Northeastern Louisiana Region
- Document computer security and emergency measures policies, procedures, and tests
- Create diagrams and maps of all MDF, IDF and Wireless APs for all state agencies in Northeastern Louisiana
- Utilize SCCM to create images and deploy software/security patches
- Create, delete, rename and move objects and users in Active Directory.
SR. IT OPERATIONS ADMINISTRATOR (Promotion-Team Lead)
Centurylink
12.2014 - 05.2018
- Created reports and data extracts using query tools or SQL as supported by DB2 for IBM iSeries
- Wrote queries and/or scripts for production Ensemble billing issues
- Prepared and maintained production schedules for daily bill processing using automated scheduling Tivoli Workload Scheduler system to improve the use of system resources, processing time and job turnaround
- Analyzed new and existing jobs to determine compliance with Sox and department procedures (Audit and Trending support teams)
- Tracked jobs through the system to confirm runtimes and ran adhoc reports tracking results for trending team
- Reviewed documentation of new and existing production jobs to ensure compliance with production standards
- Created and designed daily billing maps
- Supported the needs of the Billing Business group to ensure on time bill delivery and billing quality standards.
IT OPERATION II
Centurylink
09.2013 - 12.2014
- Scheduled, triggered, and monitored critical batch jobs in CA7, Control-M, IBM Tivoli and z/OS operating systems using the z/OS master console, command lines, menus, and GUI interfaces
- Identified problems (table, disk space, program error, etc.) and provides for corrective actions either individually or through coordination with the programmer
- Altered the production schedule to accommodate special requests
- Moved files into and out of production systems using UNIX commands and techniques, while confirming that the file moves adheres to policy
- Coordinated with programming, operations and technical services to develop data processing standards
- Communicated with users on scheduling requirements, job statuses, maintenance schedules and production problems
- Ran SQL scripts to resolve job and programming issues in Unix and Linux platforms
- Monitored system consoles in the computer data center and mainframe production management area using Solarwind, Splunk, and in-house tools
- Performed and scheduled IPL
- Documented and updated restart/rerun procedures using Microsoft SharePoint, and log all batch production failures in Remedy.
IT Support Analyst II (Team Lead)
Monroe City School Board
02.2011 - 09.2013
- Migrated 6500 workstations to Windows 7
- Leading a team of 5 technicians in gathering user requirements, building out desktops to deploy, testing with our users and providing support after their migration
- Developed and analyzed reporting to measure Service Desk performance
- Examples include customer satisfaction, analyst performance, phone response\utilization, and ticket trending
- Evaluated the organization's technology use and needs, provided recommendations, such as hardware and software upgrades
- Coordinated replacement and recycling of all end of lease equipment on a quarterly basis
- Utilize SCCM to create images and deploy software/security patches
- Create, Delete, Rename and Move Objects and User in Active Directory.
IT Support Technician III
State of Louisiana-DHH
09.2006 - 12.2010
- Resolved PC, server hardware/software issues
- Managed software and hardware upgrades, including all relevant documentation and licensing
- Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support including new ticketing system (Remedy) to adhere more closely to ITIL best practices
- Monitored status of open tickets and prioritized based on severity, priority and client level to meet all SLA's
- Utilize SCCM to create images and deploy software/security patches
- Create, delete, rename and move objects and users in Active Directory.
Education
M.S. Computer Information Systems Management -
LOUISIANA TECH UNIVERSITY
Ruston, LA01.2019
B.S. Business Administration Computer Information Systems -
UNIVERSITY OF LOUISIANA MONROE
Monroe, LA12.2012
Skills
- SQL
- JCL
- Microsoft Office Products
- Remote Access Software
- Active Directory
- Cisco
- VPN
- IBM Mainframe
- Unix
- Linux
- Control-M
- Tivoli Workload Scheduler
- Splunk
- SCCM
- Remedy and Service Now Ticketing Systems
- Customer Service
- Leadership & Management Skills
- Adapt to Sudden Change
- Knowledge Driven
- Service Desk/Help Desk
Certification
Comptia A+ Certification
Personal Information
Title: IT Professional
References
- RICKEY LOWERY, Sr. Database Administrator, Centurylink, (318) 235-6140, Co-worker
- ROBERT STEVENSON, Helpdesk Support Manager, Monroe City School Board, (469) 534-3777, IT Manager
- DR. KERRY SCOTT, Owner/Mental Health Professional, A PERSONAL TOUCH, (318) 547-4321, Friend/Customer
Timeline
Business Support Analyst
J P Morgan Chase
04.2024 - 06.2024
Application Support Analyst
Loan Depot
02.2021 - Current
IT MANAGEMENT CONSULTANT (Team Lead)
State of Louisiana
04.2019 - 05.2020
SR. IT OPERATIONS ADMINISTRATOR (Promotion-Team Lead)
Centurylink
12.2014 - 05.2018
IT OPERATION II
Centurylink
09.2013 - 12.2014
IT Support Analyst II (Team Lead)
Monroe City School Board
02.2011 - 09.2013
IT Support Technician III
State of Louisiana-DHH
09.2006 - 12.2010
M.S. Computer Information Systems Management -
LOUISIANA TECH UNIVERSITY
B.S. Business Administration Computer Information Systems -
UNIVERSITY OF LOUISIANA MONROE
Comptia A+ Certification
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