Torin Holland
Charlotte
Summary
Experienced Sr. Technology Operations Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Skilled in Application Support and Enhancement, Operations Management, IBM Mainframe, IT Service Management, Infrastructure and Team Leadership. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in problem-solving, ensuring continuous improvement and operational excellence.
Overview
22
22
years of professional experience
Work History
Sr Technology Operations Manager
Lowe’s Companies
05.2024 - Current
- Manage and led 19 Mainframe and ENDEVOR Operations multi-level engineers at SSCM and SSCB in a 24x7x365 mission critical organization
- Providing clear roadmaps, direction and understanding on projects while ensuring the daily work is done, the processes and procedures are consistently followed, and everyone is on the same page
- Manage the operation and protection of the technology environment that processes critical Buy/Move/Sell and Corporate applications including Credit, Debit, Installed Sales, Made-2-Order, Demand Download, Accounts Receivable, Human Resource, Finance, and Disaster Recovery systems
- Manage the integrity of the Mainframe Operations, Mainframe Scheduling and ENDEVOR teams change control policies, daily operations, and the safety of all personnel working in the Operational Command Center in accordance with Service Level Agreements and Lowe’s Policies and Procedures
- Manage the health of application systems, infrastructure servers and network operations
- Responsible for supporting all production and Development/Testing/Quality Assurance (DTQ) systems 24x7, and responsive to all incidents, Work Orders, CRQs and any problems that arise
- Provide insight and recommendations to overall health and care of Mainframe and ENDEVOR operations
- Provide technical direction, thought leadership, coaching, and mentoring to all team members
- Manage 19 salaried direct reports providing leadership, bi-weekly status meetings, monthly, and quarterly 1:1 review
- Worked with Sr members to build established training plans for new employees
Manager Technology Operations
Lowe’s Companies
08.2020 - 05.2024
- Manage Technical Operation Center Engineers for Database, Mainframe and Scheduling for SSCM and SSCB operations who are responsible for Enterprise Systems
- Manage the operation and protection of the technology environment that processes critical Buy/Move/Sell and Corporate applications including Credit, Debit, Installed Sales, Made-2-Order, Demand Download, Accounts Receivable, Human Resource, Finance, and Disaster Recovery systems
- Manage the integrity of the Technical Operations Command Center including, change control policies, daily operations, and the safety of all personnel working in the Operational Command Center in accordance with Service Level Agreements and Lowe’s Policies and Procedures
- Manage the health of application systems, infrastructure servers and network operations
- Responsible for supporting all production and Development/Testing/Quality Assurance (DTQ) systems 24x7, and responsive to all incidents and problems
- Provide insight and recommendations to overall health and care of the Technical Operations Command Center
- Provide technical direction, thought leadership, coaching, and mentoring to team members
- Manage 16 salaried direct reports providing leadership, monthly and quarterly reviews
- Vacation and holiday scheduling and keep track of sick time
Supervisor IT System Admin
Lowe’s Companies
06.2014 - 08.2020
- Managing Major Incidents providing leadership and decision making for resolution of critical and high priority incidents
- Ensuring that the appropriate communications are sent to senior management and other stakeholders, keeping them advised of the incident resolution progress and of the client impact
- Supervise System Administrators I, II, III for Database, Digital, Mainframe, Network and Windows for CSC-M and CSC-B operations who are responsible for Enterprise Systems
- Supervise the operation and protection of the technology environment that processes critical Buy/Move/Sell and Corporate applications including Credit, Debit, Installed Sales, Made-2-Order, Demand Download, Accounts Receivable, Human Resource, Finance, and Disaster Recovery systems
- Supervise the integrity of the Operations Command Center including, change control policies, daily operations, and the safety of all personnel working in the Operational Command Center in accordance with Service Level Agreements and Lowe’s Policies and Procedures
- Supervise the health of application systems, infrastructure servers and network operations
- Responsible for supporting all production and Development/Testing/Quality Assurance (DTQ) systems 24x7, and responsive to all incidents and problems
- Making decisions required to reduce client impact
- Creating, updating, and improving operational procedures and/or work instructions for SD such as Knowledge Based Articles (KBA)
- Incident Reviews to improve and ensure accuracy
- Provide employee review for manager assessment
- Vacation and holiday scheduling and keep track of sick time
System Administrator II
Lowe’s Companies
06.2013 - 06.2014
- Monitor Mainframe batch production
- Monitor and manage 7 mainframe LPARS systems
- Perform system shutdowns and IPL on a weekly basis
- Work with Technical Services to ensure weekly maintenance takes place with minimal interruption to the mainframe systems
- Monitor and manage the production batch schedule
- Maintain highest availability for Service Level Agreements
- Determine reason for job abends; provide resolution or escalation if necessary
- Perform approved Change request tasks
- Updating and Creating of SOP’s for the Mainframe Environment
- Work with Technical Services to resolve application, hardware, and Software problems
- Assist the Supervisor to determine Incident Priorities by accessing the situation and gathering the business impact and urgency of the Incident
- Assist the Supervisor to create Major Incident reports, run bridge calls, escalation and notification of incidents and provide direction for resolution of incidents
- Assist the Supervisor in effectively communicate turnover with the next shift
Operations Specialist
Lowe’s Companies
10.2011 - 06.2013
- Monitor MVS and Z/OS mainframe in a multiple LPAR environment
- Monitor ZEKE/ZEBB daily schedule for Lowes to ensure that batch production jobs are processed, making JCL changes for appropriate updating and abend resolutions
- Monitors actual production times and conditions, and anticipates any factors which would limit the normal availability of files to the user community
- Work with technical services to resolve application and software problems
- Run special production jobs per programmer’s request
- Monitor production and user-submitted jobs as defined in standards including the performing and monitoring of backups
- Process 'Change Control' requests
- Work with Transactions and Files using CICS, DB2
- Maintain a strong technical understanding of all the hardware and software
- Weekly maintenance and IPLs
- Assists the Operations Analyst, Technical Services, Network Operations, and user communities in solving actual problems and in developing guidelines to prevent future problems and establish 'logic' on how to deal with future ones
Operations Support Analyst
IBM Contracting for Insight Global
03.2011 - 10.2011
- Monitor MVS and Z/OS/390 mainframe in a Dual Sysplex environment
- Monitor CA-7 daily schedule on the Wellpoint account to ensure that batch production jobs are processed
- Make JCL changes for appropriate updating and abend resolutions using SAR and $avers to look at the abended output
- Update the daily CA-7 schedule with new programmer tested jobs that are going into production
- Build JCL, Procs and Parms for new jobs or updates for existing jobs
- Run CA-7 jobs from the test library, override library or production per the programmer’s request
- Monitor user-submitted jobs as defined in standards including the performing and monitoring of backups
- Work with Transactions and Files using IMS, CICS, DB2
- Perform Disaster Recovery test and weekly maintenance and IPLs
Operations Support Analyst
Federal Mogul
05.2010 - 10.2010
- Monitor UNIX, Oracle, LAN, Linux, SQL and SAP servers monitoring alerts, run backups and dispatching tickets to the appropriate groups for immediate fix or escalation when required
- Monitor MVS, CA-7 and AS400 daily schedule to ensure that batch production jobs are processed, making JCL changes for appropriate updating and abend resolutions
- Monitor user-submitted jobs as defined in standards including the performing and monitoring of backups
- Build JCL, Procs and Parms for new jobs or updates for existing jobs
- Run CA-7 jobs from the test library or production per the programmer
Technical Support Analyst
Chrysler LLC
03.2003 - 10.2008
- Monitor and maintain Chrysler LLC Assembly Plant MVS production systems
- Monitor 18 Commercial and RDC LPARS on the IBM Mainframe Z/OS
- Monitor CA-7 IMS and UNIX to ensure that batch production jobs are processed
- Made JCL, Proc and Parm changes for appropriate updating and abend resolutions
- Move program changes into production when authorized by the Programmer
- Monitor RMF, ARM, SMF and WLM
- Work with Transactions and Files using IMS, CICS, DB2
- I also worked with TSO, ISPF, Omegamon, and Compulert
- Perform IPLs on the HMC using the Sysplex Coupling Facility
Education
Wayne State University
Detroit, MICertificate - Computer Operations
Computer Skills Training Center
Detroit, MIHigh School Diploma - College Preparatory Courses
Detroit East Catholic High
Detroit, MISkills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Employee relations and conflict resolution
- Decision-making
- Planning and implementation
- Staff management
- Policies and procedures implementation
- Performance monitoring
- Management
- Process improvement
- Delegation
- Process improvement strategies
Timeline
Sr Technology Operations Manager
Lowe’s Companies
05.2024 - Current
Manager Technology Operations
Lowe’s Companies
08.2020 - 05.2024
Supervisor IT System Admin
Lowe’s Companies
06.2014 - 08.2020
System Administrator II
Lowe’s Companies
06.2013 - 06.2014
Operations Specialist
Lowe’s Companies
10.2011 - 06.2013
Operations Support Analyst
IBM Contracting for Insight Global
03.2011 - 10.2011
Operations Support Analyst
Federal Mogul
05.2010 - 10.2010
Technical Support Analyst
Chrysler LLC
03.2003 - 10.2008
Certificate - Computer Operations
Computer Skills Training Center
High School Diploma - College Preparatory Courses
Detroit East Catholic High
Wayne State University
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