1. Date: 25-Novt-2015
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Antick Richard Maxwell
Email: antick.richard@gmail.com
Cell: 91-9884613804
Professional experience
Objectives
Profile
I want to join a company where there is a scope of continuous Interaction and learning in
my field of study. I am looking for a role to build upon my current expertise of TWS,
Autosys & Redwood.
Educational and work experience in Computer Science and IT Infrastructure
Management, Technical Support, Service Levels (SLA’s, SLO’s and KPI’s) and Analytics
in achieving the end goals for service for both the company and the client.
I am a highly experienced results-driven Person who has worked within a wide range of
competencies. I have led large-scale and complex change initiatives and driven it to
success. I was working with IBM around Five years during which I played various roles
such as Technical Lead and Production Control Analyst and Subject Matter Expert for
various accounts like NBC / Gates / Saint Globain / Michelin / Honda / Omers /
Chubb / Henkel / Microsoft / Symantec / Dell and Walt Disney.
I have extensive knowledge on Batch Scheduling Tools Such as TWS, Redwood
Cronacle, Autosys and Active Batch and been to overseas for the Transition of Accounts
to IBM India Delivery Center. My service management experience encompasses
technological, cultural and structural change, as well as developing training and
knowledge management programs. I have also taken ITIL V3 certification provided by
IBM.
“My primary goal is to ensure the project succeeds, no matter what. My secondary
objective is to preserve my personal relationship with all senior management.”
Also should be well-connected throughout the organization. Active relationships in all
areas of the organization are important in communicating effectively with stakeholders,
developing coalitions and designing a successful roll out.
Employer History 10/2011 - To date
IBM, INDIA
Senior Operations Professional
• Monitoring and Scheduling the Batch jobs using TWS / Autosys / Redwood Cronacle.
• Defining Job Streams , jobs , Dependencies and Calendars utilizing Scheduling tools
• Investigating on Carry Forward Schedules and Follow up with Operations and Customers
• Responding Perfectly for Problem and Change tickets raised to the corresponding Accounts
• Defining new Workstations / FTA’s
• Working on Complex Schedule requests
• Attending Account Meeting Calls
• New Hire Training for Batch Scheduling / Batch Operators
• Providing 24 / 7 On Call Support
• Knowledge in Installation, Configuration. Troubleshooting TWS Tool
• Working on Unlink of Workstation from Master Server
• Dealing with New production day issues
• Actively Monitoring Batch Jobs and Application jobs
• Performing year end activity and updating calendar as per customer request
• Working on emergency changes and changes scheduled during Maintenance window
• Experience in scheduling job with TWS objects such as parameter, resource, run cycle,
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prompt, job, event and file
• Working in multi-client environment,
• Involved in major transition accounts NBC and Gates Corp.
• Leading, training and coordinating team members on a proactive basis.
• Identifying areas that need improvement for supervision and Scheduling.
• SLA Management
• Handling Operations Monitoring, Batch Job Scheduling and Administration
• Define and implement the applications monitoring and schedule procedures for L1/L2
support
• Coordinated various tasks with external and internal support staff.
• Perform Incident, Problem and Change management.
• Working on UNIX, Windows server
• Collaborate with technical team leads through the planning and implementation phases
• Responsible for full analysis, interpretation and creation of TWS Jobs.
• Direct Interaction with Customer.
• Incident, Problem & Change Governance
• Incident Impact Analysis
• Continuous Improvement
• Root Cause Analysis for Incidents and Problems
• SLA/SLO/KPI reporting
• Batch Scheduling Availability Management
• Undertaking research for the root-causes of Incidents.
• Worked proactively in identification of top recurring incidents.
• Identifying opportunities and developing final solutions for final errors.
• Managed incident resolution from initial occurrence to successful outcome.
• Influenced product and project delivery through the incident management process.
• Assisted with development of incident process documentation & incident reports.
• Communicated with all levels of management.
• Account performance report.
• Monthly Incident Trend Analysis report.
• Maintaining Known Error Database.
• Hosting the daily sunrise call with DPE / SDM / and resolver teams.
• Weekly and Monthly SLA report analysis with DPE / SDM and Client.
05/2009 - 10/2011
Sutherland Global Services, INDIA
Dell – Sr. Technical Support Executive
• Good knowledge in troubleshooting Windows Desktop and Laptop Pc’s for OS: MS
Windows XP/ Vista / Windows7.
• Installing and configuring Active Directory, DNS, & DHCP, In Windows server 2008 & 2012.
• Installation, upgrade and reinstallation of Microsoft Vista OS all *Troubleshooting PC and
Hardware issues.
• PC Hard Drive Formatting, partition.
• Group address configuration & accesses, Enrolling applications, Exchange administration
tasks. Performing domain password resets, account unlock and enabling/disabling users.
• Trouble shoots OS, MS Office tools, IE, Network related and Citrix issues.
• Installation and configuration of Microsoft outlook clients.
• Creating mailbox and moving from one exchange server to another.
• Mail box attach and detach from the user id
• Managing access to shared drives and folders.
• Giving floor support to Team mate.
• Making sure of SLA’s are achieved correctly on Phone calls, Emails and web tickets raised
in Remedy by end users.
• Weekly, monthly and yearly stakeholder review meeting.
• Providing L1, L2 & L3 Support for incidents reported by users worldwide.
• Server support, Desktop support and assisting in various applications issues through
Remote Tool.
• Handling tickets via Calls, Web & Email and providing support to Team mate and end
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users.
• Taken care of the Escalation from the client and finding resolution to improve the process.
8/2007 - 05/2009
Sutherland Global Services, INDIA
Symantec – Sr. Technical Support Executive
• Finding resolution on New kind of rootkits, and spywares and given my 100% support to
customer on each calls in fixing up the issue completely.
• Troubleshooting Norton products like (Norton Antivirus, Norton internet security, N360 and
other Norton products) Technical issues.
• Have provided updates resolving new virus without replication, Have maintained high stats
in CSAT for resolving customer’s issue.
12/2006 - 08/2007
Sutherland Global Services, INDIA
Microsoft - Technical Support Executive
• Good knowledge in troubleshooting Windows Desktop and Laptop Pc’s for OS: MS
Windows XP/ Vista / Windows7.
• Installing and configuring Active Directory, DNS, & DHCP, In Windows server 2008 & 2012.
• Installation, upgrade and reinstallation of Microsoft Windows XP/ Vista / Windows7
• Troubleshooting PC and Hardware issues.
• PC Hard Drive Formatting, partition.
Key Skills Key Skills include;
• Tivoli Workload Scheduler V 8.4
• Tivoli Dynamic Workload Console V 8.5
• Tivoli Dynamic Workload Console V 9.2
• Autosys R11
• Redwood Cronacle
• HTML
• SLA’s
• HTML
• Continuous Improvement
• Business Continuity
• ITIL V3
• Change Management
• Incident Management
Key Courses and
Training
Key training includes;
• TWS
• Autosys
• Windows
• Unix
• ITIL V3 Certification
• COBIT
• Cyber Security
Education
Qualifications Bachelor of Computer Application.
Pachaiyappa’sCollege,AffiliatedwithMadrasUniversity, India, 2011
Languages
English Fluent
Hindi Fluent
Tamil Fluent
