RETAIN is a collection of applications used by IBM employees and IBM customers to resolve problems that customers report with IBM hardware and software products. RETAIN is an acronymfor Remote Technical Assistance Information Network.

I provided critical job support and 24x7 support to RETAIN applications to ensure users around the world are able to access RETAIN to report problems with IBM hardware and software products and to get timely response for them.

The Group Tape Project is a healthcare and insurance project of a US company done offshore involving production support and maintenance of the applications.

I provided production support, handled JCL client setup, mentored team members, assigned tasks and monitored completion status, conducted performance assessment, and attended conference call meetings with onsite team.

The Caremark NPI Project is a healthcare project of a US company done offshore involving retailclaims and retail pharmacy and uses Java for front-end applications and COBOL/CICS/DB2 for back-end applications.

I assigned tasks composed of Cobol programs to team members, tracked and measured their progress, created test plan document convering all test conditions, logged defects in design and testing to a Worksheet Log (WL), updated WL for run time errors and discussed them with client with recommendations on how to rectify them, and installed tested programs to production to implement the business requirements.

The SBC Project is a telecommunication project of a US company done offshore involving the implementation of high level design specs and investigation of live defects.

I performed actual coding, testing and peer reviews. I investigated 3 live defect problems involving the analysis of monthly reports, the contents of IMS databases, production data, program functionalities and application flow charts.

The CTRS Project is a time-reporting project in Aramco. CTRS is the acronym for Computer Applications Department Time Reporting System.

I performed high level analysis on how to improve the application. I added enhancements to CTRS programs to enable users to report their time more accurately. I supported its maintenance. I investigated and fixed problems in production. I assisted users with access problem to CTRS and mentored new users.