Charles Knight

109 Cove Colony Rd.

Maitland, Florida 32751-4972
407-628-0072
ck7d2942@westpost.net
PROFILE
Focused and highly motivated Information Technology professional with 30 plus y
ears of experience supporting various hardware and software systems. Solid expe
rience: analyzing and solving complex technical / end user issues. Proven abili
ty to plan implementations, upgrades and rollouts of IBM hardware and software p
roducts.
Excellent customer service and technical support experience, as well as experien
ce providing pre and post sales support. Seasoned project manager, with the abi
lity to train, motivate and supervise a large implementation team or technical s
upport team.
* Experienced Disaster Recovery Consultant
* IT Management experience
* Project Management experience
* IBM Sales and Marketing Experience, Pre-Sales Support, Post Sales Technical Su
pport
* IBM Technical Support and Customer Service Background - 24/7

CAREER HIGHLIGHTS:
* Developed , documented, maintained, and tested, disaster recovery plans fo
r a large bank / credit transaction processing company. Plans supported multip
le datacenters; supporting IBM Mainframe, Sun Solaris, HP-NSK ( Tandem), and W
indows / Linux hardware and software architectures
* Maintained and supported IBM Mainframe and RS/6000 platforms at high availabil
ity levels, "7/24" though multiple hardware / software upgrades and a data cente
r relocation. Platforms consistently exceeded SLA agreements. Provided direct ti
er III technical support to interdepartmental organizations and external clients
.
* Acted as a System Programmer for IBM Global Services organization engaged in c
lient consulting contracts for the installation and implementation of z/OS opera
ting systems and related components.
* As an IBM Availability Manager, provided customer advocate services, technical
support and direction to large IBM mainframe clients
* As part of the IBM marketing team, developing technical solutions for clients
and coordinating the implementation of projects. In the post implementation ph
ase provided support and coordination of IBM resources to address any issues. Th
e primary client base was large and emerging large mainframe accounts.
* Manager in the IBM Software Support Center supporting MVS and related software
products

EMPLOYMENT HISTORY:
First Data Corp, Maitland, FL 1998 - 2009
Senior Disaster Recovery Consultant
Developed, documented, tested and maintained Data Center Disaster Recovery Plans
for multiple datacenter locations though out the United States. Plans supported
the recovery of IBM, Sun Solaris, HP-NSK, and Wintel applications and platforms
at internal First Data disaster recovery sites
IBM Technical Services Manager
Supervised a team of 8 programmers responsible for supporting the z/OS and AIX o
perating systems and all associated components. The Staff was responsible for in
stallation, implementation and support of an inventory of 65 ISV software produc
ts.
Performed Capacity studies to support the multiple processor upgrades, implement
ed Virtual Tape Subsystem (VTS) and SHARK DASD technology.
IBM Corp. Orlando, FL. 1967 - 1997
IBM - I/T Services Specialist 1996 - 1997
Worked in the Global Services Division as a MVS system programmer, performing sy
stem software upgrades for CSX, State of Florida - Department of Insurance (DOI)
, and Department of Motor Vehicle (DMV).
IBM - I/S Availability Manager 1992 - 1996
Provided consultation and project management services to Sprint and General Tele
phone Data Services (GTEDS) to ensure that the installed IBM equipment was prope
rly configured and utilized to maximize overall client IT availability metrics.
IBM - Systems Engineer 1982 - 1992
Worked on marketing teams supporting the technical sales and support of IBM main
frame and I/O equipment. Clients included Disney World, Florida Hospital, and Or
lando Regional Medical Center
IBM - Manager in the IBM Support Center 1979 - 1982
Managed teams of IBM Program Support Representatives (PSRs) in the first IBM cal
l center operation supporting defect incidents with IBM MVS, DOS and VM system s
oftware products.
IBM - Program Support Representative 1969 - 1979
Provided IBM clients running IBM system software with onsite defect support and
problem management. This involved problem isolation; data gathering, interfacing
with the IBM developers and ultimately applying fixes to resolve defects in IBM
licensed software. Supported releases of DOS and DOS/VSE, VS1, and MVS. Collab
orated in the technical writing of the IMS FAST diagrams while on temporary assi
gnment in Palo Alto, Ca.
IBM - Customer Engineer 1967 - 1969
Serviced IBM Unit Record devices (keypunches, verifiers, sorters) and 1401 proce
ssors: including DISK and Printer I/O devices. Tasks included preventative maint
enance and repair of disabled equipment at the client's location.
EDUCATION:
University of Florida - Industrial Engineering 1965 - 1966
Orlando Jr. College - Associate of Arts in Pre-Engineering 1962 - 1965