Customer Service Manager
Resume:
[pic]
Reynaldo Guinto
**** ***** ******* ***., ********, CA 91803
Email: **********@*****.***
QUALIFICATIONS:
Strong sense of responsibility Aptitude to grasp and
apply new concepts
Work well with others, Team player Strong leadership skills
Good Customer Service skills
COMPUTER SKILLS:
DOS/VSE, OS/MVS, VTAM, CICS, CA7, TSO-SPF/ISPE, JES2, TMS, Corel Microsoft
Applications (Excel, PowerPoint, Word), Endevor, DB2, IBM CICS Transaction
Server 3.1.
WORK HISTORY:
Garage Attendant (part time)
November 2011 - Current
Genesis Network, 2445 Daly Street Los Angeles CA 90031
Warehouse inventory specialist and a contracting company for AT & T U-Verse
team
responsible for overall inventory management, scanning all equipment (Set
Top Box, modems, Wireless DVRs, Residential Gateway boxes, etc.) to
premises technicians, inventory auditing, operate manual pallet jack,
organizing the warehouse, create and send inventory status electronically
and customer service to ATT management and technicians.
Electronic Medical Records Administrator
April 2010 - Current
Florida Medical Claims, 4703 Selvitz Rd. Fort Pierce FL 34981
Responsible for processing and analyzing patient data, treatment records,
insurance information, coding patients diagnosis, follow-up on request for
payments. Monitor and insures that everybody is being billed correctly.
Middleware Operations, Manager
November 2007 - March 2010
Farmers Insurance Group of Companies, 4680 Wilshire Blvd. LA CA 90010
Manage the CICS (Customer Information Control System) and MQ Production
Support teams with a total of 8 full time employees. Two of which are
located in Grand Rapids Michigan and six in our Los Angeles office. We
support approximately 142 regions, plus some vendor and in-house products.
Approximately around 50 million transactions per day. We monitor
performance, adjust settings as necessary in the systems. Work with the
Application Development team to fix program related bugs impacting
production.Our team acts as Tier II and Tier III for problems, escalate to
IBM. Manage Disaster Recovery Exercises as a EOC (Emergency On-Call Center)
manager. Coordinated change request between the customers and within all
the infrastructure teams in Global IT. Making sure that there are no
conflicts in scheduling, resources and requirements. Acted as the "subject
matter expert" in GITO (Global IT) for Change Management, Personal Lines
Life Cycle and release implementation scheduling.
Release Coordinator, Manager August
1999 - November 2007
Farmers Insurance Group of Companies, 4680 Wilshire Blvd. LA CA 90010
Coordinate all software changes in development, test and production in
accordance with the release schedule established by the business and
application development teams. Responsible for managing and coordinating
all code migration (mainframe/web) in the Personal Lines Life Cycle.
Coordinating and implementing the master release schedule Test to
production. Makes sure that all system components including DB2, Tables
and Operational resources are in-sync with the release outage. My position
is also responsible for making sure the availability of our systems to our
clients (agents, business, on-shore/off-shore development teams).
Responsible for the stability and availability of our production
environments to our clients. Other application that I manage are MIS
(External/Internal), Commercial (CLS/eCLS), ACE, ACS, AFI, ePartner,
eAgent, CRN, FACTS, Claims, WorkmansComp. I am an active participant of the
G-ITO Executive Board Committee who's primary purpose is to evaluate all
production changes (Farmers / Zurich) and prevent Sev 1 from happening.
Represent both ISP and ASP teams on the Weekly Change Advisory Board
Committee Meeting to ensure that all changes will not impact both business
and IT.
Marketing Data Analyst
April 1994 - August 1999
U.S. Sales Corp, 8550 Balboa Blvd. Northridge CA 91325
Apply marketing strategies and concepts to production programming with
extensive emphasis on JCL. Upload and download marketing/system information
from the mainframe (AS400) to PC. Set-up and run production job streams
that run on the mainframe. Monitor production jobs, both on-line and batch
systems. Analyze and balance critical system output required in production.
Extensive user interface including research, problem resolution, printing
of information/reports, distribution of all system generated outputs and
running of user requests jobs. Responsible for set-up, research, balancing
and coordination of running the Customer Data Base on the mainframe system.
Research, debug and restart/override partition dataset names that may have
resulted to system abends. Back-up person for tape library.
Production Control Specialist (IBM) November
1991 - February 1994
Sr. Computer Operator
The May Department Stores Company West Coast Data Center, Hollywood CA
Schedule and run production, monitor systems, print reports/checks, tape
library, modify job streams, preventive maintenance of all printers.
Computer Operator
July 1990 - November 1991
William O' Neil and Company Incorporated, 11915 La Grange ST. LA CA
Management of overall data processing operations, monitor terminal
connected to the mainframe, monitor data communications network,
responsible for printing production and user output printouts, printing
invoices/checks.
Computer Operator
January 1990 - July 1990
Calmat Company, 3200 San Fernando Rd., LA CA 90065
Batch operator for 2nd shift, schedule and run production jobs, monitor
data communications systems network and responsible for running the weekend
back-up jobs in DASD.
Enrollment Specialists
October 1987 - January 1990
Maxicare Health Maintenance Organization, Los Angeles CA
Responsible for research, data entry, eligibility verification, auditing,
reconciliation, customer service, accounts payable / receivable research.
EDUCATION:
Computer Learning Center, Wilshire Los Angeles, December
1988 - 1989
(major in Computer Operations)
University of Santo Tomas, Manila Philippines, March 1981 -
March 1985
(major in B.S. Economics)
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