Karen F.

McCullough
2175 S HWY 121 Suite 1076
Lewisville TX 75067
(972-302-6692)
Mainframe_madame@outlook.com

Career Summary and Objective:

I am an energetic IT professional with a passion for the magnificent Mainframe with
many years of experience in all levels of Mainframe Support. I started with Data Entry,
worked as a Senior Mainframe Operator, Senior Mainframe Production Support Analyst,
was an IBM z/OS Mainframe Systems Programmer Apprentice along with other roles
supporting clients and ISV’s on the Mainframe. I have proven my knowledge and many
years of experience on the Mainframe with proven ability to work independently with
minimal supervision. I have proven I am capable of critical thinking providing quick
problem resolution and escalation when needed. Proven ability to put the client first
with focus on customer SLA’s and deliverables. Proven ability to multitask with ease
paying attention to every detail needed to meet customer SLA’s. Articulate
communicator with excellent organizational and written skills. Strong troubleshooting
techniques with successful outcomes. Ability to gladly think outside the box to improve
processes and procedures for more efficient system production and use of resources. I
have no problem going over and above what it takes to achieve client satisfaction as
well as be an asset to the company and my team and support groups.

Technical Summary and tools:

MVS, CICS, DFHSM, ISPF, JCL, REXX, DB2, SQL, CA7/CA11, z/OS, JES2, TSO, SDSF,
ENDEVOR, HSM, USS, OMVS, OUTLOOK, IBM Z, ZOWE, VISUAL STUDIO CODE, WEBEX,
SLACK, LOTUS NOTES, VM, SKYPE, COBOL, JCL, HMS, HMC, VARIOUS IBM UTILITY
PROGRAMS(IEBGENER, IDCAMS, DSS), SMP/E, CQM QUERY MONITOR, JIRA, CICS.

EMPLOYMENT:
Rocket Software Technical Support Engineer – 07/2022-03/2023
100% Remote
• Worked with mentor and team members training to learn DB2 SQL as
well as CQM Query Monitor. Was training in the SDET group
performing QA on Query Monitor ISPF and CAE tools. Performed
smoke and performance testing of the tools before APAR’s were
 shipped. Worked on JIRA tickets that were assigned by team leads to
test customer issues and try to “break” the tool to make sure all
vulnerabilities were tested, found and fixed before the function went
live. Learned SQL query language and learned how to run SQL’s,
cancel threads if needed to restore mainframe productivity and
performance. Worked with and edited the Common Collector
optkeys and other SQL features and bounced to collector to apply
changes and features.
• Was learning how important GETPAGES are and how to keep monitor
them as well and CPU percentages, run away threads etc via CQM
ISPF panels.
• Participated in the “bug smash” activities where all bugs were
worked on, resolved and JIRA tickets closed. Each group competed
for fun!
• Ran jobs to offload query monitor intervals, created offload tables
and learned how to code small SQL’s.
• Attended daily DB2 and Query Monitor meetings.
• Was asked to demonstrate via CAE and CQM ISPF how to cancel a
thread.
• Worked on creating new training documents that were lacking.

IBM SYSTEM PROGRAMER APPRENTICE (3/2021 – 3/2022)-REMOTE

• 100% remote. Worked with an experienced IBM Z System
Programmer as my main mentor and other experiences Systems
Programmers to shadow and ask questions.
• Completed assigned courses, labs and exercises as assigned with
mentor and other team members available for support and questions
when needed.
• Attended team meetings and shadowed SME’s during maintenance
or special projects to gain more knowledge. I initiated the shadowing
when I knew maintenance would be performed.
• Participated in the Master the Mainframe Challenges when time
permitted.
• Earned 13 IBM badges for completing courses – some were required,
and some were extra to gain more knowledge.
• Badges earned – IBM Apprenticeship Program Professional Skills,
Introduction to IBM z/OS, Master the Mainframe 2020-Level 2,
 COBOL Programming with VSCode, Introduction to z/OS Command
and Panels on IBM Z, IBM z/OS Mainframe Practitioner, Introduction
to System Programming on IBM Z, Getting Started on the Mainframe
with z/OS Command and Panels, SMP/E for z/OS Workshop,
LearnQuest IBM z/OS System Services Structure, LearnQuest IBM
z/OS REXX Programming Foundations and IBM Enterprise Design
Thinking Practitioner.
• Earned an IBM Mainframe System Administrator Apprenticeship
Certificate issued and recognized by the Department of Labor.
• Helped manage email boxes for the ISV’s and answered support
questions or escalated to senior team members as needed.

Senior Mainframe Production Support Contractor (3/2020 to 3/2020)

HP Enterprises INC – Plano Texas
• ***THIS POSITION ENEDED ABRUPTLY DUE TO COVID-19***
• Duties were to provide mainframe support for the GE clients.
• Monitored 24 LPARS on master consoles using Automation Point
Console Emulation programs.
• Monitored resources and batch jobs streams to ensure timely
deliverables.
• Escalated issues as needed for swift thorough problem resolution.
• Performed ADHOC job requests via CA7 Batch Scheduler.
• Edited JCL for abends and job restarts. Also coded JCL overrides.
• Monitored CICS, DB2 and IMS regions – checked for hung
transactions and other performance issues.
TEAM SPECIALIST-TEAM LEAD (10/2018 – 2/2020)
NORWEX USA – COPPELL, TEXAS
• Promoted to team lead and managed a team of over 20 customer
service agents.
• Plan, assist and monitored work tasks for optimum team efficiency
and staffing.
• Identify and address development training needs for the agent’s
career progression.
 • Analyze date to identify strategies for improvement of service
productivity.
• Monitored the consultant support ticket queues to stay on top of
problems and their resolutions.
• Assisted with QA testing of new and improved applications and web
site features during the consultant’s website upgrades.
• Assisted and escalated system website outages to IT via SKYPE.
• Resolved consultant issues that were escalated to me with unique
and innovative resolutions.

SENIOR LEADER SUPPORT SPECIALIST (2/2016 – 10/2018)

NORWEX USA-COPPELL, TEXAS
• Promoted to Senior Leader Support Specialist to support the highest
selling Norwex sales consultants due to me superior level of
customer service and senior leaders constant requests for my
assistance
• Monitored the senior leaders problem ticket queue, answered the
senior leader inbound phone line that was created just for them.
• Monitored and responded to the senior leaders via chat.
• Was requested by name and senior leaders would wait in the queue
until I was available due to my patience and ability to understand,
support and resolve their issues with compassion.
• Performed team lead duties assigned by management.
• Selected several times to attend National Conference held out of
state and due to many requests by senior leaders to meet me in
person.

ITO SERVICE DELIVER CONSULTANT III (11/2014 – 10/2016)

Contractor HP Enterprises INC – Plano Texas
• Worked this position and Norwex for the opportunity to work the
Mainframe and retain my skills.
• Provided Mainframe support for GE and Synchrony Financial clients.
• Monitor 24 consoles via Automation Point console emulation
program.
 • Monitored all system resources to ensure batch cycles received the
resources they needed to prevent performance issues and
contention.
• Performed scheduled and unscheduled IPL’s as needed.
• Ensured all deliverables were met during the scheduled windows.
• Troubleshoot system issues and escalated to support groups when
needed.
• Edited JCL for abended jobs and restarted them per SOP or
programmer requests.
• Strong team player and volunteered for overtime and to assist
training new operators.

CUSTOMER SERVICE AGENT (2/2014 – 2016)

Norwex USA – Coppell Texas
• Answer inbound customer and sales consultant calls – up to 60 or
more calls each day.
• Helped consultants with system and website issues and account
questions.
• Provided technical support for customer browser and connection
issues.
• Selected to attend National Conference and Senior Leadership
Conference held out of state and was a privilege to attend.
• Helped make procedural and process changes and documentation to
support the changes.

SENIOR MAINFRAME SPECIALST – (4/2013 – 8/2013)

Symphony Teleca – Plano Texas – contractor for BlueAlly
• Assignment ended and the support moved back to India.
• Monitored the Mainframe system resources and devices.
• Responded to and watched for program error messages.
• Analyzed batch job abends and terminated jobs as needed.
• Verified job completions and escalated programming issues.
• Assisted programmers with application testing and debugging.
• Open and assign problem tickets and escalate critical issues.
 • Update documentation and error logs per SOP’s.
• Performed morning reports for smooth shift turnover.

PRODUCTION DATA ENTRY ANALYST – (1/2012 – 4/2013)

Secure One Data Solutions – Plano Texas
• Accepted this position due to layoff and was not able to find
equivalent Mainframe employment during this time.
• Entered paper data documents into a UNIX data entry system.
• Maintained batch integrity and made user corrections as needed.
• Maintained a keystroke aver of 12,000 KSPH with low error rate.

SENIOR SYSTEMS SUPPORT ADMINISTRATOR – (4/2007 – 11/2011)

Companion Data Services – Dallas Texas
• Worked as Night Shift Production Control Analyst
• Monitored the execution of over 10,000 batch jobs running multiple
job streams.
• Performed or helped with new system applications installations.
• Checked cycles to ensure nothing was halting the job streams.
• Provided support for moderate to complex system performance
issues.
• Made sure batch cycles received all resources needed to complete
the cycles.
• Contacted Operations for additional resources needed like initiators,
DASD or tape drives for jobs.
• Made ADHOC scheduling changes when needed.
• Ran UTILITY jobs like IEBGENR for file maintenance.
• Resolved critical path job abends.
• Coded JCL overrides to continue batch cycles.
• Accurately recorded abended jobs in the ABEND LOG for training and
future reference and determined if permanent changes are needed.
• Uploaded permanent JCL changes to production via ENDEVOR.
• Assured cycled completed and CICS regions were up by SLA’s.
• Performed cycle research to prevent repetitive abends.
Mainframe Resource Management – Technical Support (1/2002 - 4-2007)
EDS – Plano Texas
• Monitored all mainframe system resources, started tasks and
devices.
• Ensured batch jobs received resources needed for timely completion.
• Monitored systems via master consoles, SAM, OMEGSMON an SDSF.
• Answered over 50 inbound customer calls and resolved escalated
issues.
• Corresponded with support groups and assisted them with problem
resolutions.
• Helped train and mentor new operators.
• Instrumental in creating and updating procedural documentation.
• Participated in Best Shore initiatives which included travel to Sao
Paulo Brazil for knowledge transfer of 5 mainframe systems. Assisted
the Brazilian staff via SKYPE as well as over the phone after returning
to the United States.
• Supported Brazil operations remotely until successful transition.
• Was requested by management to help resolve complex unique
system issues during IPL’s due my years of experience and hunger for
fixing issues during a crisis.

UNIX WEBMASTER (1/2001 – 1/2002)

EDS – Plano, Texas
• Was sent to SUN SOLARIS Boot Camp in Carrollton Texas.
• Promoted to Open Systems Webmaster from the Mainframe group
for a change to experience new platforms.
• Worked in a Leveraged Webmaster support group.
• Provided website and server support to Webvault and Webhosting
clients.
• Uploaded, altered, removed or implemented client website content.
• Participated in client migration and new business initiatives.
• Utilized UNIX shell scripts, PERL and Netscape Administrative Web
Server to complete customer content requests.
• Maintained server security.
 • Performed server file maintenance.
• Served as on-call Webmaster every 6 weeks supporting SUN, HP and
AIX servers.

SENIOR COMPUTER OPERATOR – (5/1996 – 1/2001)

EDS – Plano Texas
• Monitor and prioritize production and UAT batch job queues.
• Ensured batch jobs received maximum system performance
resources for night shift batch cycles.
• Troubleshoot batch abends and worked with on-call programmers
for help resolving the abends.
• Was the main contact for critical system issues and failures due to my
quick escalation abilities coupled with my resolution experience.
• Checked weekly IPL SYSMODS for errors that may prevent a smooth
IPL window.
• Participated in the migration of 6 Mainframe systems to Plano Texas
from Camp Hill Pennsylvania.
• Helped empty silos and pack up cartridge tapes for shipping to
Pennsylvania.
• I was offered a position and relocated to Plano Texas to support
these migrated clients.

EDUCATION:

The Computer Learning Center – Camp Hill, PA

MAJOR: Computer Programming – COBOL, RPGII and REXX
DEGREE: Certificates of Completion

HARRISBURG AREA COMMUNITY COLLEGE – Harrisburg, PA

AREAS OF STUDY – Computer Programming, ASSEMBLER, COBOL.

CENTRAL DAUPHIN EAST HIGH SCHOOL -Harrisburg , PA

Areas of study – College Prep – Data Processing
DEGREE – High School Diploma