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Computer Systems Operator Customer Support Analyst resume example with 9 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Articulate Customer Support Associate with dynamic personality seeks permanent position in DataCenter or Information Technology Department. Preferred areas of interest are Business Operations, Finance and Banking, Hospital and Medical Centers, Security,Private Industry and State / Federal Agencies.

Expert Computer Operator experienced in server monitoring, troubleshooting and technical support. Detail-oriented and systematic with organized approach and positive attitude. Competencies include Computer Operations and Data Management. IBM Mainframe z/OS and Linux operator as well as Microsoft Windows OS and other comparable distributed and mid-range computer systems. Able to work in Network Operations and Control Centers, monitoring secured Data Systems and Enterprise server environments.

Cross-trained to perform Helpdesk/Customer Support/ IT Service Desk job responsibilities . Enthusiastic and personable, Recognized for friendly and helpful delivery of services, always customer -centric, and focused on improving customer satisfaction. Consistently driving operational improvements, able to trouble-shoot and resolve problems quickly using IT Service Management principles and company policy information.

Value driven contributor, eager to contribute to team successes through hard work, attention to detail and excellent team-building and organizational skills. Clear understanding of ITSM( IT Service Management), Lean Principles, and training in ITIL.

Motivated to learn, grow and excel in the Customer Support Specialist Role.

Skills
  • Computer systems knowledge / IBM Mainframe Senior Operator
  • Technical support and assistance, End users
  • Exceptional telephone etiquette
  • Multi-tasking / Prioritization of Tasks
  • Support ticketing systems
  • Adaptability, Judgement, Confidentiality,Honesty and Integrity
  • Windows 10 and Windows PC operating systems
  • Enterprise Computer Environments / Environmental Controls
  • Cerner
  • Microsoft SCOM,SCCM,SCSM
  • Application support
  • Problem resolution
  • MS Office
  • Celebrate and Welcome Diversity in the Workplace
  • Active Directory
  • Window OS / Windows 10
  • Technical documents comprehension
  • Basic IT support
  • Customer and personnel training
  • Customer service expert / High-quality customer service
  • Documentation and regulatory compliance
  • Verbal and written communication
  • Record / Log entries and Maintenance of filing systems
  • Production support
  • Company policy support
  • Basic surveillance systems
  • Citrix
  • Autosys
  • Server support
  • Supervision / Entry Level Management
  • Communications / Exceptional interpersonal communication
  • Research and due diligence
  • Microcomputer controlled systems
  • Meditech Systems knowledge
  • Technical issues analysis
  • Complex computer environments
  • Customer service experience
Education
United States Naval Technical Training Center San Diego, CA, Expected in 06/1981 Data Processing Certificate : Computer Science And Programming - GPA :

Enlisted in United States Navy. This certification was required to keep assigned rank and rate of Dp3 (Data Processing Technician) First Duty Station required knowledge that was obtained in "A" school. Assigned to the following duty stations during my enlistment:

Naval Regional Data Center (NARDAC), Washington DC.

1981- 1983

Navy Pentagon Computer Operations Center (NAVPECOS), Arlington, VA.

1983-1985

Fleet Intelligence Center Pacific (FICPAC) , Pearl Harbor, HI.

1985 – 1987

Honorably discharged in 1987

Central Washington University Ellensburg, WA Expected in Associate of Arts : Journalism - GPA :
  • Coursework in Journalism,Photography,Creative Writing.
Work History
Code Corp - Computer Systems Operator /Customer Support Analyst
Salt Lake City, UT, 11/2018 - 09/2020
  • Worked the Night Shift at EvergreenHealth Medical Center as a Computer Operator in the Customer Support Department. Provided exceptional client support to IT Team members and Hospital staff. Proficient Operating skills of entire Citrix Infrastructure with full competency on Cerner applications and a host of medical software tools.
  • Trained in Operation and Monitoring of Windows Server 2016 and Windows 10 Operating Systems. Mid-level expertise managing a Windows Server platform coupled with a Citrix Server Infrastructure.
  • Acquired necessary knowledge of Citrix applications, knowledge of deployment software such as Citrix Receiver, XenDesktop and XenApp products and tools. Supported Customers throughout the hospital during implementation, facilitated roll-out. Citrix virtualization technology cut IT costs by 33% and increased security while providing a standardized environment.
  • Performed desktop support / helpdesk duties,answering phones after hours and assisting internal and remote customers with their computer problems and issues they were having with various clinical applications,routines, or computerized medical equipment.
  • Assisted Project Management Teams, helped facilitate implementation of new software and technologies for end-users. Initiated and fostered positive relationships with Internal Customers and Vendors.
  • Performed standard Computer Operations and HelpDesk functions in fast paced,rapidly changing, technical environment, worked 12 hour shifts back end of week.
  • Handled 300 calls per week on average and at peak census in the Hospital, calls could exceed 1000. Provided Customer-focused service instructed and coached customers about their technology and applications, making sure customer's inquiries and concerns were addressed within 24 hrs Timeframe.
  • Collaborated with IT System Engineers and System Programmers daily,performed routine recovery on computer systems to restore service or correct a batch stream abend. Carefully controlled Batch Interfaces, allowing data transfer to/from Citrix Server environments. Responded to alarm conditions , enforced and adhered to security protocols and maintained positive and courteous relationships with coworkers and our customers.
  • Managed Microsoft System Center Configuration Manager (SCCM) for events and alarms and System Center Operations Manager(SCOM) for tickets. Expediently Opened,Resolved and Closed problem tickets, therefore increasing customer satisfaction by fast resolution of issues.
Premera Blue Cross - IT Manager
City, STATE, 02/2012 - 01/2017

Responsible for managing team of Computer Operators, Network Operations Center employees and formatted output teams( print room). Supervised all operations activities and tasks outlined in production batch schedules for the night shift.

• Reported trending Data Analysis findings to Senior Management and facilitated gathering of key Metric and KPI statistics, delivered report to Directors and VP's in monthly meetings.

  • Produced Billing Cycle reports and System Downtime reports each shift, updating customers and senior leaders on progress and roadblocks.
  • Oversaw daily performance of computer systems and immediately responded to [Type] issues to keep network up and running.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Managed network and system performance, conducting troubleshooting, security patching and maintenance.
  • Oversaw IT department operations and training.
  • Maintained camera and physical security systems.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade Attended monthly Management meetings
  • Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
  • Interviewed, hired, trained and mentored 7 teammembers by coaching daily, leading performance reviews and offering constructive feedback.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Coordinated IT projects, discussed project bullets with Project Managersincluding defining scope, managing milestones and maintaining strong relationships with all stakeholders.
JPMChase - Mainframe Computer Operator /Recovery Analyst
City, STATE, 11/2009 - 02/2012
  • Computer Operator , worked in very large ,geographically dispersed Data Center. Headquartered in Columbus,OH, Chase Bank had business operations in Europe, Asia , India, Middle-East and the United States. Supported over 250,000 employees as internal customers, communicating via chat,telephone, and email.
  • Skilled Computer Operator, responsible for identifying and fixing bottle-necks on Mainframe,Mid-range, and Distributed Computer systems and Networks. Performed Recovery Analyst job functions by trouble-shooting error conditions, fixing JCL (Job Control Language), rerunning abended jobs in CA-7 (An automated scheduling tool),tracking jobs in Remedy ticketing system, creating and updating KB Articles, publishing runbook information in SharePoint,and escalating incidents to Tier III support when necessary.
  • Proactively monitored Production job streams for performance and technical issues. Analyzed, created, and modified policy and procedure documentation. Identified processing inefficiencies,communicated improvements to core business partners and actively pursued solutions.
  • Collaborated with Chase Project Managers and computer system analysts on monumental project - Operations team facilitated a successful merge of 18 million customer accounts over to Chase Platform during WAMU acquisition.
  • Participated in another important project - The Knowledge Transfer of Heritage WAMU Processes, Applications, Business Systems, and employee /personnel data banks over to JPMorgan Chase Bank . A substantial trove of technology had to be turned over to Chase IT Groups. Collaborative teamwork saw this goal accomplished in only 22 months, far ahead of schedule thus saving the bank millions of dollars in Merger costs. My team received several merit awards for contributing to the effort of a successful Merger of Washington Mutual Bank with JPMorgan Chase Inc.

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Resume Overview

School Attended

  • United States Naval Technical Training Center
  • Central Washington University

Job Titles Held:

  • Computer Systems Operator /Customer Support Analyst
  • IT Manager
  • Mainframe Computer Operator /Recovery Analyst

Degrees

  • Data Processing Certificate
  • Associate of Arts

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