Michael Fuentes REQUEST RESUME

Senior Systems Admin/Analyst - IBMi (AS/400)

Hello,

Below is a summary of my qualifications:

As an experienced Supervisor of Operations (IBMi Data Center), and Senior Systems Engineer in IBMi, I have much to offer.

I bring a comprehensive set of skills that I believe will be valuable to your company. In my position as Supervisor of Operations (IBMi Data Center) role, I created & trained from scratch an Operations team of 9 supporting a major telecommunications company. I honed my abilities as Supervisor and Senior Systems Engineer providing a firm foundation for the customer. My management, people-centric nature, and compassion have afforded me excellent problem-solving skills.

I am excited to contribute my talents and proficiency in teamwork toward your team efforts. As an engaging communicator with a proven track record in IBMi, AS/400, and Data Center Operations, my focus on building strong professional relationships has been a beneficial asset throughout my career.

Please review my enclosed resume for a more in-depth illustration of my work history and accomplishments. I would appreciate the opportunity to interview at your earliest convenience. I'm eager to discuss how my personality and background fit.
 

My Specialties

Professional Summary

• Senior Level Support Specialist IBM i AS/400 | Business Management | Project Controllership Accomplished and results oriented IT Support Specialist/Business Analyst with demonstrated success in IT process management. Motivated achiever with a demonstrable ability to recommend enhancements to business processes. Proven track record of building cohesive teams to achieve specific goals in challenging environments. Recognized for attention to detail, adherence to standards, and expert technical background. Innovator, accustomed to focusing on total organizational coordination, resource management, and supervision of high-performing teams. Summary of Qualifications for Network Technician role:
• Technology Proficient in Setting Up and Troubleshooting Cellular Devices, iPads, PC's, Laptops, Modems & Wi-Fi-Routers, Printers, RAM & Hard Drive installs & replacements, User Workstations, ROKU boxes, & Android TV boxes with KODI app.
• Customer Service Expert with over 15 years of Help Desk experience.
• Ability to multi-task and address customer needs on a tier basis.

Skills

• IBM i/(AS/400) OS Expert
• Technically Proficient
• Systems Integration
• Effective Communication
• Service Desk Support
• Billing Database Support
• AS/400 Supervisor
• MS Office Proficiency
• Business Systems
• Problem Solving
• Technical Analysis
• Project Management
• Data Entry Keyboarding - 45 WPM
• Microsoft Office Suite Certification, Element K and E-Learning Center, Rochester, NY

• Documentation Expert
• Designated as the Primary Trainer for new employees (over 70 new hires trained in my career)
• ROBOT Certification (ROBOT/Schedule, Groups and Reactive Jobs, OPALS, Scheduling of Date Objects, ROBOT/Space, and ROBOT/Network), Help Systems Online Educational Services
• (ISC)² - Official (ISC)² Certified in Cybersecurity (CC) Self-Paced Training – 1M

Work History

Supervisor, Operations Team                                                        Jun 2020 - Current

ProCom Consulting                                                                                Rochester, NY

• Supervisor of an Operations Staff for a major telecommunications company providing 24x7x365 data center support for 7, IBM i (AS/400) Systems
• 24x7 On Call Supervisor Support
• Create and maintain work schedules on a 5-week rotation basis
• Incident Management meetings and outage bridges
• Security Admin Maintenance of User Profiles, Menu Access, and AS/400 Commands
• Help Systems ROBOT – Job Schedule Setups and Maintenance, OPALS and Date Objects
• Real Vision Imaging (RVI) maintenance and support
• Provide Senior Level support for all AS/400 processing, end user needs, addressing of acute requests in a timely, organized, and customer service-oriented manner
• Monitoring AS/400 batch processing
• Operations Team worked on 150+ Remedy tickets each month
• Support and running of test ROBOT jobs
• Designated as the primary trainer for all incoming Operations Analyst
• Performed BAU and SYSTEM testing for the DPI BILLING platform
• Escalated issues to external vendors (IBM, EMC, Help Systems, Iron Mountain) along with escalations to internal teams - Applications, System Admins, and Production Support teams.
• Create and update documentation processes for a DPI BILLING platform (ROBOT, Operations, and Miscellaneous IT processing)
• Work closely with various business SME's (Subject Matter Experts), DPI Applications, Bill Verification, Data Warehouse, BAU & System Testers, Environment Management, System Administrators, Financial, and Change Management, to ensure the production systems are running their submitted jobs
• Additionally, troubleshoot any issues the SME's may have encountered
• Incident Management and ownership for production issues
• Act as primary point of contact for the IT Operations team
• SME for all BILLING scheduling questions/issues, job failures, and DPI platform customer requests/inquiries
• Change Management, NGS Query, Real Vision Imaging, Remedy ticketing, usage of Windows 10 Enterprise operating based desktops & laptops
• Perform computer hardware and software related functions to support end users and the Information Technology staff
• Microsoft Office 365 Suite proficiency (Teams, Word, Excel, Power Point, Outlook)

Sr. Systems Analyst                                                                       Feb 2012 - Jan 2018

Frontier Communications                                                                      Rochester, NY

• AS/400 – iSeries – IBMi
• Provide Tier 3 AS/400 support for all end users, addressing acute requests in a timely, organized, and customer service-oriented manner
• Performed computer hardware and software related functions to support end users and the Information Technology staff under the supervision of the Computer Operations Manager
• Monitored all AS/400 test & production systems CPU%, active jobs, disk utilization, job queues, out queues, printers, communication lines, etc.
• Supervised the maintenance of the ROBOT SCHEDULE billing platforms, support of 13 different environments across the U.S
• With over 11 million customers, development of daily/weekly meetings, and conceptualization of company billing documentation for IT processing
• Worked closely with Business Subject Matter Experts (Applications, Bill Verification, Data Warehouse, BAU system Testers, Environment Management, System Administrators, Financial, and Change Management) to ensure the production systems were running their submitted jobs in addition to troubleshoot any issues they may have encountered
• Incident Management and Ownership for production issues
• Monthly Code Release support to elevate DPI software changes
• BACKUP, RECOVERY, and MEDIA SERVICES (BRMS) usage for SAVES and RESTORES
• Act as primary point of contact for the IT Operations Call Center Monitoring team
• SME for all BILLING scheduling questions/issues, job failures, and DPI platform customer requests/inquiries
• Change Management, NGS Query, Real Vision Imaging, Quality Center for testing defects, Remedy ticketing, usage of Windows 7 Enterprise operating based desktops & laptops
• Annually resolved 1700+ requests for service via BMC REMEDY ticketing system
• Completed on-call rotations of 24x7x365 for applications and data center support.

Geographic Preferences:

1. Upstate New York area OR Remote

Disciplines