Customer Service Manager Business Management Operations resume in Hanover Park, IL, 60133

NEIL S. KEENAN
**** ********** ****
Hanover Park, IL 60133
http://www.linkedin.com/in/neilkeenan1
Home: 630.***.**** h6s46e@r.postjobfree.com Cell: 630.***.****

SUMMARY

Experienced Client Service Technician, with in-depth experience leading client service, operations, and project teams. Strong Customer Service skills, working direct with 1 in-house and 55 external clients, managing solutions for their business needs.
Expertise includes
• Full Lifecycle Customer Service and Support
• Customer Analysis and consulting • Cross Departmental Customer Management
• Help Desk, Call Center, Customer Focus experience

TECHNICAL SUMMARY

Languages CL
Software WINDOWS XP, WINDOWS 7, MoveIt DMZ / Central, PDM, DBU, IBM Job Scheduler, Windows Excel, Word
Hardware iSeries, PC

PROFESSIONAL EXPERIENCE

FISERV, INC., Schaumburg, IL 2009 – Present
Lead Client Service Technician, Banking Software Unit 2009 – 2011
Interfaced with IT Network analysts and banking allocation developers, CRM’s etc. to implement customer solutions from conversion through clients lifecycle.
• Provided analysis, design, and deployment of over 1,000 Customer Business data delivery solutions, by working directly with customers through all phases of requests.
• Enhanced customer relations by scheduling regular face-to-face meetings, as well as follow-up calls, insuring continual customer satisfaction
• Managed Data Center migration insuring over 1,000 data delivery processes transitioned seamlessly for 55 customers and their vendors, by chairing cross-department strategic planning efforts, and overseeing migration efforts through all phases.
• Enhanced virtual team performance by designing customer support processes and documentation, and provided training on customer support for new hires, and support personnel across 4 states.
• Managed transmissions administration and implementation between iSeries/AS400 platform and MOVEit Windows and WEB applications (MOVEit Admin and DMZ)

Production Control Manager, iSeries/AS400 Operations 2006 – 2009
Led a team of 4 analysts, providing operational business solutions, and 24x7 operational support for more than 70 Business Unit customers.
• Lead ongoing national multi-datacenter consolidations for data delivery and file translation operations and implementations, by chairing and overseeing conversion groups and strategies.
• Enhanced virtual team performance by effectively managing personnel across multiple states, including performance reviews, coaching, training, and leadership.

NEIL S. KEENAN PAGE TWO

FISERV, INC. (Continued)
• Improved Batch Operation error and SLA deliveries by co-designing, testing, and implementation of large scale iSeries Operational automation improvements.
• Decommissioned over 100 legacy dial transmissions by converting them to secure FTP solutions.
• Maintained active relationships with multiple Business Units, their customers, and 3rd Party vendors, by designing SLA Requirements, and providing continual feedback to Relationship Managers on design and implementation statuses.
• Collected Statistical Data for Capacity Planning.
Shift Manager, iSeries/AS400 Operations 1998 – 2006
Multi-Shift Manager, overseeing Batch Operations and Backup and Recovery in a 24/7 Computer environment.
• Supervised Operations Department staff of 12, by insuring all daily run schedules were followed, targeted SLA’s were met, and all offsite data storage controls were achieved on a daily basis.
• Conducted performance reviews and career path planning for 12 subordinates, by continually meeting with, and providing ongoing coaching.
• Managed Shift Turnover and Operations meetings with staff, senior management, and client service representatives.
• Participated in cross-department meetings with regard to day-to-day business operations, and client needs.
Shift Supervisor, iSeries Operations 1990 – 1998
Accountable for upkeep of operations documentation, delivery of detailed and cohesive shift turnover reports for shift managers, and first level support for operations team members.
• Monitored batch environment, and managed escalation practices where applicable.

Previous experience includes: Shift Operations in an AS400 environment.

EDUCATION AND TRAINING

AA, Electronics, Media, Arts, Columbia College, Chicago, IL
Courses: IBM iSeries Midrange in Operations Management, Backup & Recovery,
Tape Management
Ipswitch – MoveIt Foundation and Architecture

CERTIFICATIONS

ITIL Foundation Certification, 2011
Client Relationship Standards
Team Management Certification

Show Full Resume Send Message Free

Similar Skills

admin resumes in East Peoria, IL

admin resumes in Peoria, IL

technician resumes in East Peoria, IL

technician resumes in Peoria, IL

manager resumes in East Peoria, IL

Customer Service Manager Business Management Operations

Similar Skills

Similar Resumes