Customer Service Sap

Gail M. Captain-Wisth

Eagle, WI. 531**-****-*** - 7 1 9 - 5 4 3 8

*******@*****.***

Experience include:

. IBM/MVS Mainframe

. JES,JESII

. Servers

. Tandem computer syst

. Connect Direct (NDM)

. FTP (file transfer protocol)

. IPL

. Gasper (tracking system)

. SCAN servers

. Check Verification

. Data Navigator

. SAP

. NetView

. CICS regions

. TSO(IOF,SDSF,ISPF)

. ESP Scheduling

. Tape Management

. VTS Virtual tape storage

. DB2 DASD

. Personix Card Service

. ACH (Accnt Credit Hist

. RJE

. VTAM

. TCP/IP

. JQP

. Lease-line, Dial backup

. NDM

. AS400

. Remedy (tracking system)

. Lotus Notes

. JCL

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Summary:

Contract project (2 month)5/30/13 - 7/30/13 with Generac collecting

requests for items via phone and any extra projects as needed.

. Contract project (3 month) 10/04/12 to 01/24/13 with ABB as a Warranty

processor.

. Administration position working with their SAP and spread sheets.

. Special project for 513 items. (exporting items out of country for some)

. Collecting requests for items to be received to create RMA #s.

. With special instructions for shipping items back to high profile

addresses including; collecting FEDX freight costs, etc.

. Once a week collected data for a special PIVOT project for the

Director and moved spread sheet items and process and created data

from the PIVOT.

. Also worked with the department as needed for catch up on standard RMA's.

. 1 yr contract at ABB Variable Frequency drive, as a Customer Service

Help Desk Support.

. SAP system. Listening to the concerns of my clients and helping with

corrective support.

. Ticket system to enter Technical information for Tech support/Engineer

people..

. Helped build and status cases for tech support.

. Tracked & traced parcels with information obtained from SAP.

. Data Entry, entering Extended Warranty Registration Start Up forms in

SAP.

* 13+ years as a IBM/MVS & Tandem as a Help desk TECHNICAL SUPPORT

SPECIALIST with experience in a very large Financial computer data

center. Attended several CSR classes, very good conversational and

negotiating skills when working with external and internal customers.

Know how to ask the right questions from my customers.

. Able to deal with multiple customer issues at the same time and

resolve as needed.

. Held the highest customer call log.

Responsible for all job streams in ESP scheduler to complete End Of Day

processing.

. Logical, analytical, decisive, multi-tasker, w/strong

software/hardware troubleshooting skills.

. Performing Month End processing for many switches.

. Monitoring Servers through Big Brother with Telecom depart. Using

software for verifying data and dates. Ensuring Jes lines are all

active along with RJE lines.

Fidelity information is a very large IBM/MVS JES, JESII mainframe system

and Tandem computer data center. Fidelity provides software and service for

ATM's,Proc's & POS's machines for Banks and Venders while providing Card

service. The IBM and Tandem must mirror the data before it can be

processed. Checking that the CICS regions are active.

Work Experience: Collabera INC

10/04/12 to 01/24/13 ABB Company

. Office Administration for Warranty Repair & Return for Variable

Frequency Drives.

. Tech Support inquires for Certified Warranty requests to be processed

through SAP and Power help. Detailed inquires that needed to be put

together and entered through SAP and Exported items to other

countries.

. I took on extra projects from my manager, to help out her work load.

. I received 2 gold stars from catching items that required special

instructions.

Work Experience: Office Team Temp Service

01/24/11 to 01/23/12 ABB Company

Customer Service for Tech Support on Variable Frequency Drives

o Customer Inquires for Tech Support, Fast listening skills.

o Open detailed tracking Tickets for Tech Support & Engineering

departments. Tracking items through SAP.

o Certified Warranty Registration forms, Data Entry. Using a SAP

system.

Work Experience:

03/25/09 to 03/27/10 Fiserv.com

Computer Operations

. Worked 3rd shift, finishing up nightly processing and

bringing systems online.

. Running SPR Special processing requests

. Monitoring systems into the day shift. Reporting issues to

support.

. Running nightly backups on tape for offsite storage.

Work Experience:

10/1995 to 2/2009 Fidelity Information Systems;

Technical Support Specialist II Formerly E-funds;

Former Title: Production Control Analyst Deluxe Electronic

Payment Sys

. Responded as first level Help Desk for data inquiries.

. Customer inquires about lost transmissions needing Redistribution,

requiring research.

. Received and acted on customer calls from banking facilities and

third party vendors for batch/settlement requiring research.

Resending back using FTP, Connect Direct / NDM or remote.

. Customer Calls on ACH/Batch maintenance required additional

research, troubleshooting, resolution, and documentation.

. Managing customer transmissions and abends for many ACH & Falcon

Fraud files when uploaded from Banking facilities. Contacting

customers as needed.

. Provided a very high level of accurate support to internal and

external customers.

. Accessed IBM job abends and fixed through JCL or escalated which

included conference / bridge calls and creating a tracking ticket.

. Utilized FTP & Connect Direct servers for all major credit card

facilities' data centers. (Citi, Visa/Master Card, Discovery, Card

services)

. Managed multiple transmission both IBM mainframe and several

client/servers to ensure successful data transfer, reconnecting in

the event of failure using FTP and Connect direct.

. Internal responsibilities include the following, performed with

minimal supervision:

. Handled several highly visible IBM/MVS mainframe OS and LPAR's

systems.

. Monitored Master consoles and other multiple consoles to identify

software & hardware error messages, researched the source of those

errors; created tracking ticket.

. Performed Operation functions including IPL's, Change control,

starting/stopping CICS regions, FTP, Connect Direct, SMTP,etc.

. Monitored workload and daily production, batch processing for a

dozen switches, 10,000 IBM / Tandem jobs will run for daily

processing.

. Followed IBM daily production, batch processing, ensured funds

movement were completed for various Service Level Agreements

(SLAs).

. Fixed issues such as Batch abends, space SB37, FTP failures, NDM

issues, missing VSAM and GDG datasets, Scheduler issues and other

batch anomalies like Control card needing adjusting. By copying it

to a Beta library.

. Copying data sets to be used as a copy instead of using hard coded

data.

. Operation focal point on high level changes, including hardware

upgrades and customer reorgs for their Data Base, disaster

recovery, and recovery during system outages.

. Internal responsibilities include the following, performed with

minimal supervision:

. Ensuring that production settlement of batch processing jobs

completed for funds movement to satisfy Service Level Agreements

(SLAs).

. Assisted Applications/System Programmers with problem resolution

including JCL errors and space abends, etc.

. Actively monitored IBM,Tandem, AS400, SAP, Scan batch jobs daily.

. Worked with Tape Librarian in problem determination of tape related

issues, Varying tape drives, VTS's and Silo on and offline,

. Managed a highly busy Month-end processing for several switches.

. Trained for one year on SCAN (servers)/SAP/AS400 systems and had

completed successfully.

. Trained new operators in all Operation functions, customer

assistance, troubleshooting, how to handle difficult customers

either external or internal to resolve instead of hindering the

situation.

Computer Operator Humana Health 06/92 to 10/95:

Over saw job flow production, balancing payable check runs.

Managing backup tape systems, and critical printing of accounts

payable checks. Controlled delivery of

the printed reports.

Claims Sorter Wisconsin Health

Organization 07/88 to 06/92

Received medical claims and controlled their distribution

to the appropriate,

departments. Further expanded my duties to include

microfiche,

. claims examination and retrieval, and data entry of those

claims.

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