1. ROY CARDONA
(847) 550-2500  roycardona@prodigy.net
Accomplished Technical Professional with expertise in Application Support for Production,
Development, and Quality Assurance on UNIX and Windows operating systems. Experience supporting
applications in the Banking, Retail Pharmacy, and Telecommunications industries. Demonstrated
success with gathering requirements, creating timelines, and migrating system code from QA to
Production. Generated eRIM documentation for all supported applications to ensure alignment with
policies and procedures. Point of contact for 15+ production support systems and Control-M admin for
all OBU batch processes and standardization optimization for 15+ UNIX systems.
Key successes include:
 Performance Improvement: Standardized support tools on Unix production environment and
windows to allow team to exceed MTTR, saving significant man-hours.
 Project Management: Full life cycle from development to production code deployment.
 Personnel Management: Developed new hires, trained technical staff, tier one, and clients.
Production Support JIRA- ticket system Team Lead
Control-M admin HPSM ticket system User Training
Software Deployments Vantive ticket system Staff Management
Code Reviews Patrol-Monitor Geneos Monitor
Technical Proficiencies
Operating Systems: UNIX (Sun Solaris- HP-UX, Linux, AIX), Windows 95, 98, 2000, XP, 7
Databases: Oracle, Sybase, DB2, Microsoft SQL
Database Client Tools: OEM (Oracle Enterprise Manager), TOAD
Documentation Tools: SharePoint Document Repository, ATT Prism, Panagon
Mgmt. Solution Software: BMC Remedy Change Management, AOTS, Vantive
Job Schedulers: TWS, ESP, Cron- KSH scripts, BMC Control-M, SPCM Data Loader,
Event Alerting: Geneos, TelAlert, WebNotify, IBM Tivoli Netcool, BMC Patrol, ALDB
Reporting Tools: SAP Business Objects, Excell
File Delivery Tools: IBM – Sterling Connect Direct (NDM), FTP, SFTP, CURL
Deploy Enterprise Apps: Oracle WebLogic Server, WebSphere Administration Console,
OrbixVersion Control Systems: CVS (Concurrent Versions Systems), Changeman
Microsoft Office Software: Word, Excel, Project, Outlook, PowerPoint, Visio
Courses Six Sigma Yellow belt, WebSphere 2011 Administration,
HIPAA/HITECH Privacy & Security, Information Systems Auditor,
Professional Experience
JPMorganChase, Chicago, IL Mar 2014 – Present
Associate, Applications Support Analyst
• Production Owner and Local Support Manager responsibilities include HPSM, incident
management, problem management, track resolution, RCA.ITSM, change management, review
and sign off on production changes, and P1 emergency change process.

2. • Conduct compass reporting and monitor system health including backing up OS patching,
privileged access CMDB breaks, and Security Violations for 17 Production & 17 DR Servers.
• Perform daily incident reviews, focusing on repeat offenders. Set up Geneos to monitor
application health including levels of health for all Windows OS and databases.
• Document application defects and fine tune monitoring. Create the knowledge base link on all
36 servers in Geneos to allow for faster resolution.
• Created timelines and worked with developers and QA to ensure successful conversion to
production systems to help meet SLA.
Cognizant Technology Solutions (A division of Walgreens), Lincolnshire, IL Nov 2013 – Mar 2014
Team Lead, SA UXAIX Admin
• Team Lead for Tier 2 QA Environment. Managed team of up to 12 Professionals and ensured all
troubleshooting environment issues resolved within the SLA timeline.
• Audited tickets for technical accuracy and contributed to troubleshooting tasks and procedures.
Led creation of QA support documentation to allow QA teams to do basic troubleshooting.
• Technical contributor and main point of contact for all tickets and validation procedures.
Queried database and made corrections when build was not properly executed.
• Updated environment profiles to facilitate new code paths. Troubleshot and corrected point of
sale terminals with UNIX and Windows remote desktop.
• Worked with developers to identify bugs and validated fixes. Repeatable processes were
documented and given to QA. Trained QA testers to work with new procedure. Improved QA
testing to reduce delay in debugging code and other issues by automating with Unix ksh scripts.
• Drove offshore team in India and on-site teams to ensure follow through on tickets and problem
resolution for 24hr support rotation. Reduced ticket count by 50% with automated KSH scripts.
Sears Holding, Hoffman Estates, IL Apr 2012 – Nov 2013
System Engineer – Control-M Batch
• Control-M Admin for production Batch schedule and file transfer tool for E-Commerce with over
500 clients running on AIX UNIX and Mainframe platforms with DB2 for data storage.
• SME on project to move from FTP to a Control-M AFT file transfer for domestic and internal
online business clients.
• Created KSH scripts to automate clearing online products allowing products and Deal of the Day
to refresh promptly. Manual process took 2 hours, scripted less then 10 minutes.
• Created standard documents for knowledgebase for new hires and Level 1 Support team to help
resolve issues and reduce MTTR by 18%.
• Provided 24x7 Support for Tier 2, developers, and testing teams for all Control-M and UNIX
environment issues, configuration, and training.
AT&T, Hoffman Estates, IL Mar 2000 – Apr 2012
Applications Production Support Professional
• Performed Second Level Support for Production, Development, and Test applications.
• Completed installations and configured code for multiple levels of client-server based systems
using Unix, Window 2003 servers, Tuxedo, Oracle, MQSeries, Orbix, and WebSphere.
• Project leader and contributor for the SPCM migration to new Windows and UNIX servers.
• Trained 30+ IT Implementation Managers on software and application installation and support.

3. • Responsible for the SOX audits on all the 17 systems. Worked directly with audit team to create
a standard for validation.