computer systems operator customer support analyst resume example

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 production and/or hardware 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 team members 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 Managers including defining scope, managing milestones and maintaining strong relationships with all stakeholders.

• 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.