Customer Service Quality Assurance

Carol Doran

**** ******* ***

Aurora, Il. *****

Home Phone 630-***-****

Email abh4tm@r.postjobfree.com

OBJECTIVE - Employment in your company utilizing my technical background. I’m professional,

enthusiastic and a good team player. I sincerely enjoy helping people. I have excellent communication

and organization skills. I have over 20 years experience in IT support positions.

EDUCATION - Enrolled in the Paralegal Program at Elgin Community College with the

anticipation of graduating in 2010. Graduate of Waubonsee Community College with a degree in

Music.

COMPUTER SKILLS

PC SKILLS

DESKTOP SUPPORT, WINDOWS NT WRKST, WINDOWS XP, WINDOWS VISTA,

WINDOWS SERV 2003, MODEMS, SEARCH ENGINES, WEB BROWSERS, LAN/WAN,

WINDOWS SUPPORT, BASIC NETWORK SUPPORT,, E-MAIL, MS OUTLOOK,

LOTUS NOTES, SQL, MS OFFICE, MS VISIO, MS WORD, MS EXCELL,

MS ACCESS, MS POWERPOINT, HTML, SQL, ADOBE/ACROBAT, DATA WAREHOUSING,

WIRELESS SUPPORT, POS SUPPORT, IBM SurePOS 740 SYSTEM, ITRONIX

LAPTOP(GOBOOK), and a SUITE OF ESRI TECHNOLOGIES known as SST. REMEDY

TICKETING SYSTEM, KNOWLEDGE BASE TOOLS, CRYSTAL REPORTS, PROJECT

MANAGEMENT, WINDOWS 7, ACTIVE DIRECTORY, BASIC SQL SERVER COMMANDS

and getting A+ certified now.

MAINFRAME SKILLS

IBM MAINFRAME, CA7/11, CICS, COBOL, EZTRIEVE, ISO STANDARDS, SQL, ISPF,

QUALITY ASSURANCE, MAINFRAME TESTING,CABLING, RACF, JCL, TSO,

PROGRAMMING, DB2, JES2, DESCISION SUPPORT/HELPDESK, RMDS, FILE-AID,

IBM UTILITIES, SYNCSORT, GROUP 1 SOFTWARE PRODUCTS, CREATING DATE,

RUNNING TESTS, CHECKING RESULTS, FILE DUMPS AND QUERY TOOLS, FAMILIAR

WITH WRITING JCL FOR TESTING COBOL PROGRAMS and EZTRIEVE. QUALITY

ASSURANCE TESTING and WRITING TEST PLANS and ANALYZING DATA IN FILES.

PRODUCTION SUPPORT.

WORK HISTORY

COMPUTER CONSULTANTS OF AMERICA

temporary work assignment at SEARS HOLDINGS 06/03/2010 – 09/10/2010

Data Analyst/Complicated Data Entry for Web Based Markeing Project.

- Entered very complicated data into marketing system.

- Had to be very detailed oriented

- Heavy QC – information had to be entered correctly.

- Any problems with system must be reported.

SEARS HOLDINGS – 8/2002 – 08/14/2009 Call Center /Help Desk Support – full time

Tech Support Call Center/Help Desk Specialist in an inbound and outbound call center taking

over 100 calls daily.

Provide wireless remote support, all technicians have laptop computers in repair vans.

Talking technicians through complicated system issues. Cannot access service orders or open up

pages on their laptops.

Experience with entering data in an internal web based system so reports can be run on this data.

Distribution/broker experience with parts and technicians.

We plan and assist in-home appliance repair technicians with their daily routes.

Open and fill out help desk tickets when unsure how to proceed or experience system issues.

Provide assistance to technicians by analyzing GPS for mapping directions to homes.

Understanding that once a service order is created, we are under contract to repair unit, enter and

create complicated service orders.

Provide assistance to customers about what kind of service is performed and review of their

maintenance policy or warranty coverage.

Apply third party billing information so service orders are billed out properly, we can over-ride the

tech’s billing information if errors are made.

Created documentation and showed my 5 co-workers how to properly close out orders.

Audited co-workers.

Assisting technicians with part orders when their system is down and analyzing the appliance blue-

prints.

Truck stock/Inventory control for parts on technicians trucks.

POS support for laptops.

Reset passwords.

Act as liason for customer inquiries/technicians and management.

Assist in training and QA of call center employees.

SEARS and ROEBUCK CO. – 5/2000 – 11/2001 Production Support Specialist- full time

Production Support Specialist for the NPS mainframe database, this was a db2 database with SQL

queries that were written to access and alter data.

Provided store support/complicated across several platforms

Responds to a variety of incidents/requests including, phone, email, system generated messages,batch

schedules and monitoring tools.

Provides technical and procedural advice, assistance.

Responsibilities included answering the pager for Sears end users/retail appliance stores.

Provide support to application users, which include installation of upgrades, maintenance and

troubleshooting.

Knowledge of SAP and POS

Assisted the management of stores in analyzing data if any of their reports or files transferred to them

from night processing were empty or in error.

Analyzed files if batch jobs abended due to bad files.

Analyzed all requests for changes or modifications with our system programs.

Analyzed all requests for reports.

Participated in conference calls with other departments and district support to determine how the

system is working on certain issues.

Batch jobs ran constantly we rotated pager support to give support 24/7.

Responded to pager in middle of night when batch jobs abended and on holidays.

Pos support. Reset Passwords

Project Management to assist project completion time.

Help desk tickets resolution on a daily as soon as possible basis.

Document technical support inquiries into a customer management system.

MAY and SPEH/ACXIOM – 01/1996 – 09/1999 Computer Prgrammer – full time

Computer programmer in a large scale IBM direct mail corporation.

Processed multiple large files through Group 1 software applications to produce clean mailable lists

for the clients projects.

MAY and SPEH 01/1994-01/1996 Help Desk Analyst- full time

Senior technical support analyst in a large scale IBM outsourcing data center.

SUNGARD INVESTMENT SYSTEMS 05/1988 – 02/1993 Customer Service/Production

Support – full time

Customer service representative for a leading manufacturer of financial statement reporting and

portfolio management software.

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