Customer Service Software

SUSAN PARK

Anaheim, CA *****

714-***-****

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

SUMMARY

Software Configuration Management Administrator with proven success

providing and supporting end users in multi-platform environments with

various software tools and customer calls. Key strengths include the

ability to identify and analyze root causes of end users technical problems

and issues with desktop hardware /software, operating systems, and

installation and connection issues.

TECHNICAL SKILLS

Applications: Microsoft Word, Access, Outlook, Excel, PowerPoint, Crystal

Report, ClearCase

Platforms: LINUX / UNIX, Windows 2000 / XP, Mainframe

Languages / HTML, MVS/JCL, TSO/ISPF, SQL, Shell Script

Tools:

PROFESSIONAL EXPERIENCE

EXPERIAN INC.., Costa Mesa, CA 1995 - 2009

Consumer and business credit reporting and marketing services

industry

Software Configuration Management Administrator (1995 -

2009)

. Supported and troubleshooting to 100+ end user calls with Microsoft

operating systems and MS Office applications and SCM technical

problems with hardware, software, installation and connection issues

in a one-on-one environment and also via e-mail, telephone and remote

control to support out of county users.

. Supported all levels of end users with various technical issues with

excellent customer service in a fast-paced environment.

. Documented SCM procedures and provide training the end users with

software tools resulting in implementation of company-wide SCM

standard procedures which significantly reduced more than 50% of

technical issues.

. Supported software testing for SCM software in web based, Windows,

multi-tiered environments.

. Performed software installations, upgrades, and enhancement tests on

SCM tools to ensure company was using latest available tools.

. Developed, tested and maintained SCM website, providing a central

point of access for procedures and documentation to SCM end users.

. Configured secure environments for each business unit following

company standards and guidelines by administrating SCM tools to secure

100+ software projects.

. Performed build and production software implementation for the

company's core systems, supporting a major database conversion that

enhanced credit file processes.

. Developed and maintained backup for all application components in SCM

environment, ensuring security of all company software.

EDUCATION

B.S., Engineering, University of Southern California, Los Angeles, CA

Completed MCITP-Microsoft Certified IT Professional BI Developer for SQL

2005 Server

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