Customer Service Computer
Resume:
ROBERT SPOTTS
**** *******'s Crossing
Chadds Ford, PA 19317
*********@*******.***
SUMMARY
Production Support Analyst with extensive experience detecting production problems and
initiating and documenting recovery procedures for computer operations. Have also
monitored, processed, documented, and maintained production cycles. Am detail and team
oriented and have good investigative skills as well as attentiveness to detail and awareness
of production failure impacts. Have worked in a variety of industries, including healthcare,
financial services, and insurance. Have adapted well to the changes in the technology as
Information Sciences has grown and matured.
PROFESSIONAL EXPERIENCE
Computer Operations
Processed both daily and nightly production in Computer Operation on both IBM
Mainframe and UNIX operating systems.
Documented and initiated production recovery procedures.
Contributed to the design, implementation, and documentation of production
processing procedures and production failure recovery procedures.
Scheduling
Scheduled production cycles using both CA7 and MAESTRO scheduling software.
Updated and maintained the production cycles.
Performed upgrades and maintenance on the scheduling software.
Assisted in the development of production scheduling standards and documented
those standards.
Assisted in the documentation of the production cycles, including naming
conventions.
Production Support
Performed in-depth recovery of production issues.
Established and documented in-depth recovery procedures for production problems.
Member of the standards committees, establishing and documenting naming
conventions, production recovery procedures, and JCL and Shell Scripting coding
conventions.
Training and Teaching
Trained new operations staff on the execution and recovery of production cycles.
Assisted in the education of the user community on the correct procedure in used
available production systems.
Assisted in the writing of educational programs for both computer operations and
the user community.
Customer Service
Assisted customers with account questions in the telephone customer service center.
Managed and made account changes for customers in the telephone customer
service center.
EMPLOYMENT HISTORY
Wawa, Inc., Customer Service Associate, West Chester, PA
VWR International, Computer Operator, Radnor, PA
Ajilon Consulting/Bank of America, Library Migration Support, Wilmington, DE
MBNA America/Bank of America, Production Support Analyst, Wilmington, DE
Colonial Penn Insurance, Production Support Specialist, Trooper, PA
National Liberty Corporation/AEGON Corporation, Production Support Specialist,
Scheduler, Computer Operator, Frazer, PA
Education and Professional Development
A. A., Valley Forge Military College, Wayne, PA
COBOL and BAL, West Chester University
C Language Programming, Penn State University, Great Valley Campus
CA7, Computer Associates Training, Dedham, MA
Technical Writing Certificate, Gatlin Educational Services, Widener University
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