Customer Service Software
Resume:
Sharon Teppert
Aurora Co
abg7fa@r.postjobfree.com
Summary
Extensive and progressive computer/network operations experience in data centers with a mixed computing
environment. IT procurement. Responsible for bid specifics,contact renewals, contract negotiations on
software licenses, hardware and service contracts. Production batch scheduling and change management
supervision of help desk. Broad knowledge combined with an outstanding leadership ability and creative
problem solving skills. Excellent communication and diagnostic skills, consistently solving problems.
General Skills
General office equipment (fax, calculator, copiers, printers, terminals, PC etc.) PBX System for several
banking branches, data entry, Typing 40 wpm, filing, receptionist, record keeping, document imaging, mail
inserter, mail folder and mail meter. Xerox printers. Preparation letters, contracts, RFPs. Banking account
reconcilation. Central filing and loan processing for savings and loan for 3 years. Patient registration,
verification medical insurance. Database queries. Distribution of reports. Retail for 3 1/2 years.
Technical Skills
Mainframe Applications -
IBM’s MVS/ JCL, OS/390, Z/os,CA-11, CA-1, CA7, ACF2, CICS, Zseries, $avers, IOF, Flasher.
MACRO4s VTAM print, Cybermations ESP Scheduling software, IDX Intersystem’s MUMPS M/SQL, IDX
PCS (paperless collections system), IDX Application Enhancement system, IDX data search, IDX DBMS.
DEC VAX/VMS system, Network Cisco Multinet TCP/IP, Novell. Xerox printers
Server/Desktop Applications -
Helpstar, Remedy, Microsoft CRM, GWI C Support (help desk software’s) Reflections, Mocha, QWSecure
3270 (terminal emulations). Microsoft Windows 3.1, 95, 97 2000, XP. Microsoft office Suite - Word, Excel,
Access, Visio, Outlook, MS FrontPage, Other software Lotus Notes, WordPerfect, Paradox, Internet
Explorer, Mozilla Firefox. Netscape, ByRequest electronic reporting. Rochester software, Xerox Sun Solaris
Unix platform, Xerox Design Pro software for creation editing flash forms (background forms). File Bound
(optical archive) SAS database. VPN
Professional Experience
2000-2009: College Assist/Nelnet Inc., Denver, CO
Datacenter and Help Desk Supervisor
• 10 years managing data center and IT procurement.
• Manage procurement process for information technology.
• Contract negotiations on software licenses, hardware and service contracts.
• Tracked and negotiated contract renewals and extensions.
• Reviewed contract terms and worked with management and legal to get approvals.
• Provided operational support systems hardware, peripherals and software within data centers and related
facilities.
• Solicited bids from vendors and provided price comparison.
• Prepared RFPS according to procurement rules and regulations.
• Prepared and review purchase requests and orders.
• Located vendors and interview them to gather information about new software and hardware products.
• Tracked hardware and software contracts and purchase orders.
• Maintained and tracked inventory logs.
• Assist information technology with annual budget.
• Monitor equipment performance.
• Managed datacenter and help desk and production batch control..
• Supervise staff and gave quarterly reviews.
Responsible Production Control
• Team monitoring of performance operational support systems hardware, peripherals and software within
data centers and related facilities. Re-evaluated and identified issues and processes as a team leader to
prevent future problems by improving procedural processes.
• Managed the data center and help desk Analysts who receive calls/alerts and responded to system
problems related to desktop, servers, mainframe applications/hardware and escalate issues as needed.
Issues logged in Remedy database.
• Assisted desktop support in the installation of 100 desktops and 30 laptops.
• Created user accounts for staff, internal and external clients,
• Security Administration for all LAN and mainframe applications and tracking in Remedy.
• Wrote staff evaluations. Provided Backup coverage for data center, help desk and batch scheduling.
• Provided service level support for Business Clients (School and Lenders), Business Operations. Met
SLAs 98% of time.
• Reduced Production Batch Schedules from 210 to 7.
• Production Batch Schedules converted from CA-7 to CA-ESP in 2003 manually. No system conversion.
• Setup batch job monitors CA-ESP.
• Automation of batch parameters CA-ESP.
• Setup of FTPs between lender, schools and College Assist.
• Enforcement change management procedures for Information Technology
• Project implementation on the conversion of 200 flash forms (background forms) for laser printer and
completed project 1 week early for business operations.
• Project implementation going from a mainframe system to Microsoft. system. Ran compiles, collected
data, produced reports and ftp to new system. Completed on time.
• Provided training to customers and operational analysts on daily basis on all platforms.
• Coached data center, help desk and programming staff to identify areas of possible automation and/or
improvement of processes to provide better customer service, and enhance problem resolution techniques
on daily basis.
• Wrote procedural documentation for Computer Operations and served on standards committee to provide
team standards and policies for Information Technology
•
1997-2000: Colorado Department of Labor, Denver, CO
Customer Service Coordinator
• Analyzed customer wage tape data.
• Developed Colorado Department Labor IMO intranet page for computer operations.
• Batch scheduling. Worked with programming staff from 5 units to schedule and monitor batch jobs
with CA-7
• Load, processed employer wage tapes daily
• Set parameters in production batch jobs.
1983-1997: University Physicians Inc. Denver, CO
Lead Operator
• Registration of patients and verification of insurance coverage.
• Data entry
• Covered receptionist
• Covered for courier
• Trained medical business managers, analysts in using IDX query applications. Ran SQL queries for
medical department heads and risk management.
• Develop training materials and provided training classes for Paperless collection system at University
Physicians.
• Security Administration all connections between University Physicians, University Hospital and
UCHSC.
• Security Administration for all LAN and mainframe applications.
• Maintained allowed IDX mumps database dictionaries and tables.
• Daily quarterly and annual backups of all systems
• Cabling, setup of printers, terminals, pcs
• Compiling monthly and annual MUMPS application files in BAR, PCS and AES applications.
Answered phones
• Document imaging
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