Anirudh Civi

Authorization and Mainframe Support Specialist
Operations Analyst, Incident Management

Authorization Support:

• Collaborated closely with development teams to maintain authorization traffic, ensuring seamless transaction processing.
• Monitored transactions using tools such as TSMS and Splunk, proactively identifying and resolving potential issues to prevent transaction failures.
• Managed updates and changes to TS1 and TS2 clients across different nodes and clusters, leveraging scripting tools for efficient implementation.
• Addressed batch processing job abends, process failures, and late queue issues to maintain uninterrupted operations.
• Ensured the smooth flow of all production servers, conducting health checks and process monitoring to identify and resolve any anomalies.

Mainframe Support:

• Provided comprehensive support for mainframe systems, including troubleshooting ADS 1-2-3 failures, CICS regions, and CRM delays.
• Addressed issues related to DB2, such as canceling threads and resolving deadlocks, to optimize database performance.
• Managed FTP processes, capturing logs and files for analysis and troubleshooting.
• Handled hardware failures, including disk drive module and hard disk drive issues, and resolved channel errors.
• Troubleshooted IMS issues such as long locks and waits, performing IMS dump requests for diagnosis.
• Managed MQ configurations, including IP changes, trigger setups, and queue depth optimization, to ensure efficient message processing.
• Oversaw storage operations, including job management and handling media scratch volumes and tape drives.
• Provided support for VTAM operations, conducting connectivity testing and managing file transfer processes.

Additional Responsibilities:

• Gathered process requirements and planned projects accordingly, ensuring alignment with organizational goals and objectives.
• Provided incident management response for critical issues, conducting impact assessments on applications and refining training modules for process improvement.
• Developed cross-functional reports to address strategic and operational needs, collaborating with directors and managers.
• Acted as a point of contact between developers and clients, addressing product-based issues and escalating priority issues as necessary.
• Monitored system servers through Linux, HP BSM, and Webmetrics, ensuring timely resolution of any issues.
• Managed ticketing processes using HP Service Manager, assigning tickets to relevant groups and sending alerts to stakeholders via Exact Target.
• Worked closely with the Authorization team to maintain transaction processing within SLAs, ensuring client satisfaction.

• Assisting users with accessing Bentley and Volkswagen email accounts.
• Providing support for password resets for Bentley and Volkswagen accounts.
• Troubleshooting and assisting with various academic and administrative software applications specific to Bentley and Volkswagen, including specialized software for automotive design, manufacturing, and management systems.
• Offering guidance on utilizing Bentley and Volkswagen-specific platforms such as Bentley CONNECT and Volkswagen Group Systems.
  Assisting with access and navigation of Bentley and Volkswagen internal systems, including engineering databases and supply chain management tools.
• Supporting users in accessing and using industry-specific applications and tools utilized by Bentley and Volkswagen, such as CAD/CAM software, product lifecycle management (PLM) systems, and automotive diagnostic tools.
• Providing assistance with Microsoft Office Applications tailored to Bentley and Volkswagen's specific workflows and requirements, including SharePoint for document management and project collaboration.
• Setting up and troubleshooting Falcon and Network Printing systems used within Bentley and Volkswagen facilities.
• Assisting users in connecting their devices to Bentley and Volkswagen networks, including company-provided laptops, smartphones, and tablets.
  Providing software and driver updates tailored to Bentley and Volkswagen's IT infrastructure and security policies.
• Guiding users through the setup and utilization of Microsoft Multi-Factor Authentication within Bentley and Volkswagen security frameworks.
• Assisting with virus and malware removal and performing scans for laptops and devices used within Bentley and Volkswagen environments.
• Offering support for accessing Windows applications from Mac devices, ensuring compatibility and seamless integration within Bentley and Volkswagen workflows.
• Providing diagnostic and troubleshooting assistance for laptop computers and devices used by Bentley and Volkswagen employees, ensuring smooth operation and minimal downtime.
• Collaborating with internal IT teams to escalate and resolve complex technical issues specific to Bentley and Volkswagen systems and applications.
• Delivering tailored training sessions and workshops for Bentley and Volkswagen employees on IT tools, systems, and best practices.
• Maintaining up-to-date knowledge of Bentley and Volkswagen IT policies, procedures, and security protocols to ensure compliance and data integrity.