Thomas P.

Nickel
Home Phone : 412 561-0110
Email: tn5cent@msn.com
CAREER SUMMARY
Experience in leadership as Customer Service / Help Desk Support Staff, Senior T
echnical Mainframe Staff ,Team Lead and Third Shift Outage Coordinator. Extensi
ve Technical experience in large computer operations,customer service and help d
esk, mainframe job processing.
Strong analytical, customer service and problem solving skills, troubleshooting
and problem resolution.
Reliable, conscientious employee who is a self starter and needs little or no su
pervision.
EDUCATION
Robert Morris College Degree: Business Science BA in Management
PROFESSIONAL EXPERIENCE
Dollar Bank 2008 - 2010
Operational Anaylst
Responsible for technical support and monitoring of servers and mainframes oper
ating systems. Handled second level of job failures and escalated to the next le
vel to insured efficient system recovery methods.
Computer Enterprise Inc. 2007 - 2008
Computer Help Desk / Operator
Responsible for technical support and monitoring of networks, servers, and mainf
rames operating systems . Handle and resolve internal / external customer issues
and questions to clients needs. Enter and update all client interactions into c
ustomer support system.

Eclipsys Corp. 2006 â⠬â 2007

Computer Help Desk / Operator
Responsible for technical support and monitoring of networks, servers, and mainf
rames operating systems . Reset password for Desktop systems and resolve all sch
eduling conflicts problems regarding job execution to insure successful completi
on of production processes .

Computer Science Corp. 2001 - 2005

Senior Technical Staff / Third Shift Outage Coordinator
Responsible for technical support and monitoring of networks, servers, and mainf
rames operating systems .
Handle and resolve internal / external customer issues and questions to clients
needs.
Enter and update all client interactions into customer support system. Monitorin
g job workflow on 3 mainframes and 4 SAP systems. Handled first level of job fai
lures and escalated to the next level to insured customer SLA's were met through
efficient system recovery methods.
System Management Specialist / Marconi 1998 - 2001
Workflow Support Analyst Team Lead & Third Shift Outage Coordinator
Responsible for technical support and monitoring of networks, servers, and mainf
rames operating systems . Performed operation functions on several multi-platfor
m system of daily production schedule. Resolve internal / external customer issu
es and questions to clients needs.
Enter and update all client interactions into customer support system.

Westinghouse Electric Corp. 1974 - 1998

Senior Customer Support Analyst / Computer Operation Technician
Resolve all nightly production problems and escalated problems to the level
of support to meet requirement service agreement. Restore files for IBM Mainfram
e
and Network systems. Reset password for SAP, Mainframe and desktop systems.
Operate and monitor computer hardware and software on personal computer, workst
ation, mini computers, and large supercomputer mainframes. Interact with technic
al and non technical users.
Work in the following computer phases: Computer Help Desk, Computer mainframe, t
ape,printout operator and microfishe processor.
Used the following computer SOFTWARE & HARDWARE APPLICATIONS / SYSTEMS
* NT * XP * SAP *LOTUS NOTES * WINDOWS * UNIQ * OS /390 * HP / AIX / UNIX
* PERSONAL COMPUTER * WORKSTATIONS * LARGE SUPERCOMPUTER MAINFRAMES
* CICS * JES 3 * OPS * TSO / ISPF * CA 7 * OPS * RACF * CAMS * MVS
* TSM / ADSM * TNG * $AVERS / FLASHER *AS400