Customer Service Quality Assurance

Patrick F. Lyons

*** ****** ***. *****: 856-***-****

Glassboro, NJ 08028 E-mail: *******.*.*****@*****.***

EDUCATION

**** ** **** ***** ********** Lawrenceville, NJ

Bachelor of Science in Business Administration

Major: Computer Information Systems

EXPERIENCE

Kemper Insurance

2008 to Present Plymouth Meeting, PA

Direct provider of automobile and homeowners insurance.

2008-Present Operations Analyst

Security administration, troubleshooting for applications and servers

Purchased and maintained inventory of hardware, software and

licensing

Administration of weekly change control meeting

Auditing of ID's, user access levels, servers, IP's, system resources

SharePoint site creations and changes

Configured, Deployed and Administered secure WS_FTP server

Migration of FTP Jobs to secure server

Assist in VMware administration

Maintain and configuration of ScriptLogic File System Auditor

Run test scripts using Test Partner software

Open Solutions Inc

2005 to 2008 Cherry Hill, NJ

Provides mission critical technologies to banks, credit unions and

insurance companies.

2006 - 2008 Project Analyst

Coordinate project requirements with clients

Create proposals and summary plans

Provide updates to clients on progress of projects

Ensure project objectives and deliverables are completed on time to

ensure customer satisfaction

Inspect files to ensure formats are correct (PGP, NACHA ACH)

troubleshoot FTP connectivity and format issues

edit options in test environment

Perform quality assurance

Submit project completion information for customer billing

2005 - 2006 Operations Support

Established new client accounts using eFunds software

Evaluated and tested new software

Performed software testing for Siebel application software

Created list of bugs and reported to programming

Created and maintained database in Microsoft Access for managing

client data

Patrick F. Lyons

425 Alfred Ave. Phone: 856-***-****

Glassboro, NJ 08028 E-mail: *******.*.*****@*****.***

BISYS Inc

2004 to 2005 Cherry Hill, NJ

2004 - 2005 Customer Service Representative

Addressed inbound customer inquires.

Processed customer requests for statements and check copies

Provided first level PC support for entire department

Setup and configured PC’s for new employees

Contract Work

2003 to Present Clayton, NJ

Website Development

Developed and maintain a website for a small service business

Creation of site in Dreamweaver

Editing of images in Photoshop

Edit HTML and CSS Styles

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