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JANE HARRISON, PAGE 2
SEI INVESTMENT, WAYNE, PA, JUN
1997 - JUL 2000
Leading global provider of asset
management and investment technology solutions processing almost
$50 trillion of investment transactions annually through 21
offices in 10 countries.
SYSTEM OPERATIONS, JAN 1999 - JUL
2000
Promoted to support worldwide system and
network infrastructure consisting of 20 Windows NT servers and 6
Unix servers interconnected with mainframe through Cisco
routers. Investigated and resolved performance issues
demonstrating strong diagnostic skills across multiple
platforms.
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Proactively identified potential
areas for wide system outage and initiated analysis and
resolution.
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Monitored all master hardware and
performance consoles. Resolved issues with DPU Gateway,
Hubs/Routers/Circuits, AS/400 and Support Center Voice
Response Unit. Maintained critical data feeds.
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Coordinated and implemented Change
Control in collaboration with technical teams.
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Optimized systems performance and
spool utilization. Responded to system hardware/software
error messages, storage and hardware configuration problems.
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Ensured that critical JES links were
active and Output, NDM queues were operational.
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Provided after hours support for
Network, Help Desk and NT Client/Server environments.
SUPPORT CENTER ANALYST, JUN 1997
- JAN 1999
First point of contact for internal user
community of 2,000 plus an additional 1,500 users representing
40 of the nation's leading banks.
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Played key role in reengineering
Support Center to improve responsiveness and customer
satisfaction.
Established best practices in Server and
Network support and trained technical staff.
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Authored Service Level Agreement for
internal/external customers for user/security
administration.
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Initiated Shift Turnover report to
continue customer communications for unresolved issues.
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Selected to create new procedures to
improve department productivity and train new team members.
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Diagnosed and resolved
hardware/software connectivity issues. Created user accounts
for NT 4.0 and Winframe/Critix servers. Resolved improperly
configured settings.
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Supported clients during 24-48 hour
Disaster Recovery tests assisting with migration to DR site.
DOW JONES AND COMPANY, PRINCETON,
NJ, AUG 1985 - JUN 1997
Leading publisher of the
world's most vital business and financial news and information.
Successive career progression through
computer and network operations into Help Desk support:
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Computer Operator, 1985 - 1988
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Network
Operations, 1988 - 1989
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Senior Network Operator, 1989 - 1991
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Help Desk Specialist, 1991 - 1993
LEAD HELP DESK SPECIALIST, 1993 -
1997
First level support for 40-server
Unix-based system interconnected with mainframe supporting
13,000 global users.
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Problem-solved issues with PC
clients, Server hardware/software, mainframe and Dow Jones
online products.
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Provided first level administration of
Unix based email systems.
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Launched user feedback survey based
on input from Help Desk Institute to gauge customer
satisfaction and support Continuous Improvement.
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Consistently recognized for Superior
Performance and featured in Dow Jones newsletter.
EDUCATION & CERTIFICATIONS
Harris County Community College, Harris,
NJ, Network Administration
LANOPS, Bensalem, PA, NT 4.0 Workstation
and Server, Networking, 2000 COMPUTEACH, Yardley, PA, MCSA 2000
certification course, 2003, Villanova University, 1998
Intensive training in Database
Fundamentals, Financial Planning, Software Engineering,
Client/Server
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