Jane Smith

1800 Pennsylvania Ave NW, Washington, DC 20001 202-555-5555 Jsmitty@yahoo.com

Summary
Highly skilled and experienced business systems analyst with demonstrated success in information technology and consulting. Record of high performance standards, including attention to schedules, deadlines, budgets and quality work. Strong training skills. Well-organized and efficient. Thrive under pressure.

Objective
To obtain a challenging position utilizing my 13 years of IT experience and training, with emphasis on team approach, multi-tasking, self-motivation, and leadership.

Technical Skills
Programming: JCL, HTML, ESP Database Systems: Microsoft SQL, MS Access Hardware/OS: IBM mainframe, AS/400, SAP, Windows NT 4.0 Workstation, Windows 2000, Windows XP, Tandem/Compaq mainframe, z OS Services & Tools: Microsoft Word, Excel, PowerPoint, AS400, IBM Mainframe, Lotus Notes, ESP Workstation, JCL, CICS, JES, RJE, NJE, Remedy, Z/Os, Eztrev, MVS, SQL Developer, Microsoft Exchange, Microsoft Outlook, Electronic Billing

Professional Experience
Fidelity National Information Services Application Support Specialist/ Business Analyst
Arlington, VA March 2007 to Present

Responsible for partnering with internal and external clients to develop and resolve operational solutions. Work directly with domestic and international clients to identify and resolve operational issues, to solve problems or make decisions requiring technical expertise or specialized knowledge. Manage projects or project sub-plans by developing, and coordinating controlling the steps necessary to carry out a project within established time frame, budget, quality and requirements. Consult with department managers, supervisors, and vendors to solicit cooperation and resolve problems. Maintain, distribute, and diagnose problems with internal and external reports and funds balancing documents. Research, analyze, track, and escalate production and batch processing errors. Review, evaluate, oversee, and correct changes. Coordinate and execute testing for multiple applications. Explain software errors to programmers and recommend changes to programs. Schedule and suspend batch processing events based on immediate/long term, internal/external needs. Read and interpret technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems for clients. Prepare and update written material and explanations to accompany systems, programs, and program changes. Develop and coordinate training for internal and external personnel. July 2000 to March 2007

Production Control Analyst IBM Mainframe Operations

Served as a lead operator in a MVS Mainframe environment, executed daily operations of mainframe team. Managed the batch processing of the IBM mainframe, AS400, UNIX, and Tandem jobs that are responsible for daily funds movement. Directed personnel over tape operations, and SAP Unix job scheduling and processing. Maintained IBM High Speed Printer; dispatched service when required. Achieved service level agreements at more than 99%. Executed system shutdowns (IPLs) as well as Disaster Recovery Testing on the MVS Mainframe. Consistently resolved customer service issues in a timely and satisfactory manner. Led entire department in resolved ticketed issues in 2006.

Logged the most training hours in the department for the years of 2005 and 2006. Provided documentation on troubleshooting abends to the entire team. Provided backup operator coverage for AS400 or UNIX platforms, to ensure processing requirements are being satisfied during staffing shortages. July 1999 to July 2000

Senior Call Center Representative

Handled all incoming calls at the Data Center. Resolved real time problems related to ATM/POS/Processor links using Tandem tools, data communications equipment, and appropriate support staff to determine resolutions Monitored, supported, and escalated functions for ATM, Processor, and EBT customers. Explained complex situations to customers and vendors during troubleshooting of their ATM and POS devices. Performed maintenance/changes provided by databases. Performed all pre/post outage verification of switches/systems. Documented all problems via Remedy/BMS/Crystal Reporting. July 1996 to July 1999

ATM Help Desk Representative/Call Center

Handled calls received via telephone/electronic systems requiring updates on fault progression/resolution. Diagnosed faults through the use of knowledge based problem determination system. Escalated service concerns to Vendor Management. Tracked and recorded fault resolution through the use of problem management software.

Other Experience
Schulte Poultry Secretary Fairfax, VA October 1996 to July 1999

Education
Benjamin Banneker High School Diploma Washington, DC 1996

References available upon request