Customer Service Specialist

Marcus J. Sullivan

***** ******* **. *****, ** **064 Phone: 619-***-**** ******.**********@*****.***

Key Skills Network Control SPECIALIST IV

Customer Interface

Web-Based Design As a Computer Operations lead, I ensured procedures were followed and all production

Incident Support work was completed and delivered in a timely and quality manner. I also documented and

Training Staff provided assurance for current version of department standards maintained in the IS

Monitoring and Standards Manual. Assisting IS Specialist I’s in maintaining and upgrading various

Troubleshooting network monitoring tools was part of my responsibilities as well.

Technology Summary

Education Systems: Unix-Based Systems (Solaris, Linux, BSD); Windows (all)

Networking: LANs, WANs, VPNs, Routers, Firewalls, TCP/IP, FTP

Mesa College

Software: MS(Word, Excel, Outlook, Access, PowerPoint), Adobe, Remedy

San Diego, CA

Employment

Mitchell International Network Control Specialist IV, 2006-2011

Coleman College

San Diego, CA Mitchell International Information Services Specialist I, 2003-2006

Mitchell International Computer Operator, 2001-2003

Experience

UCSD Extensions

San Diego, CA 2006 – 2011

Network + Network Control Specialist IV – Provided direction for the activities of work-shifts to ensure

all production work was completed and delivered expediently and with a focus on quality.

Monitored and controlled all production processing to ensure work completed was in accordance

with published work schedules. Responded to all communications, errors and messaging

regarding unplanned service interruptions from customers and internal IT. Handled incident

detection, investigation and reporting. Quickly assessed, categorized and prioritized incidents

and provided the front line initial incident support. Observed and controlled quality of all printed,

and CD/DVD output taking proper corrective action to adjust over-sights and avoid unnecessary

processing reruns. Provided training to all Operations Support staff. Maintained data center

security and environmental support systems monitoring. Ensured accurate turnover reports were

provided for the on-coming shift and for all shift’s activities. Responded to customer inquiries as

a liaison for my department to mediate a high level of accuracy in a customer service role.

2003 – 2006

IS Specialist I – Served as main interface, working closely with web programmers and

designers for any customization needed for customer web-site. Planned and supported the

implementation of the policies and procedures for the organization’s web-based products.

Managed and supported the deployment, maintenance and upgrade of Web source code and

web application software. Assisted in data collection and analysis for system and process

failures, and provided design change suggestions to System Specialists and Web Designers.

Ensured finished web-site was placed to the appropriate engines and maintained placements for

customers. Wrote, tested, implemented, and maintained key script and batch jobs and utilities

for Production Services. Troubleshot issues with existing or developed systems, and worked with

appropriate resources for a resolution. Provided on-call troubleshooting support to Computer

Operations staff.

2001 – 2003

Computer Operator – Assisted and supported the deployment, maintenance and upgrade of

Web source code. Assisted in ensuring finished web-site placed to appropriate engines and

maintained placements for customer. Assisted in the planning and implementing policies and

procedures to support the web-based products. Helped secure fixes, rollouts of upgrades and

plan implementations, and ensured version compatibilities.

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