Customer Service Operator
Resume:
Maurice Yang
Tampa, FL *****
*******.******@*****.***
PROFESSIONAL PROFILE:
Self directed, dependable, lead by example Computer Operator professional
with over 13 years experience, including 3 years in management. Strong
interpersonal and written communication skills with the ability to relate
well to individuals at all levels within the organization. In addition to
excellent customer service skills, strong leadership, and successful team
building capabilities, am also a diligent and highly driven team player.
Fast learner, who has the ability to plan and prioritize workload, and
multi-task.
EMPLOYMENT HISTORY:
Fiserv Inc., Galaxy Credit Union Solutions, Troy, Michigan 1996 -
2009
A global provider of information management and electronic commerce systems
for the financial services industry.
Shift Supervisor 2006 - 2009
Team Lead/Scheduler 2004 - 2006
Computer Operator 1996 - 2004
Shift Supervisor
Managed day-to-day activities of the second shift Computer Operator staffs
in all facets of team productions, operations, and in the front-line
monitoring of PBUs (Participating Business Units), Data Center, and
Facility infrastructure's systems and computer equipments. Performed and
maintained administrative tasks such as attendance, tardiness, payroll,
employee disciplinary actions (formal and non-formal), and performance
reviews. Planned, assigned, monitored, reviewed, evaluated and lead the
work of Computer Operators, as well as coaching and mentoring subordinates
and indentifying training needs. Updating documentation and procedure, and
ensuring company and departmental policies are followed. Provided support
to internal staffs and clients by acting as a consultant for Production and
Operational software /hardware issues. Also, assumed the duties of Team
Lead/Scheduler and Computer Operators.
Team Lead/Scheduler
Mentored less experience Computer Operators and provided first-level
technical support to end-users, clients, and vendors. Assisted the
Production team in all aspects of scheduling and production control by
managing service/problem tickets (eTRAC) promptly and within established
SLAs. Interfaced with internal staffs, departments, managements in
identifying and resolving a variety of issues, problems, and functional
questions posted by clients, PBUs, and third-party vendors. Worked with
Programmers in identifying, testing, and debugging new program for process
improvement, as well as implementing IT change controls for production and
operational enhancements. Provided after-hours support and worked "off-
hours", as needed. Also, assumed the duties of Computer Operator.
Computer Operator
Monitored a 24x7x365 Data Center, PBU, and Facility infrastructure's
equipments and systems to ensure availability to clients. Operated PC based
server computer systems, peripheral devices, input and output terminals,
master consoles, and pc consoles to execute jobs/tasks according to
schedules. Provided customer support at the Tier I by identifying and
resolving systems/jobs abnormalities, and escalating complex issues to
level II support for resolution. Serving and Coordinating incident
resolutions with end users, clients, vendors, programmers, and managements.
Pulled and loaded Participating Business Unit's tape for processing,
staging of backups for storage, and system reboot in accordance of
guidelines and procedures. Controlled and maintained data and physical
security, per audit controls. Monitored and performed integrated data
processing and financial management for banks, credit unions, and
healthcare industries.
EDUCATION:
Element K -online training 2009
Supervisory and Management Training
Minneapolis Community & Technical College 1991-1992
General Studies
ONGOING PROFESSIONAL DEVELOPMENT:
Microsoft Online Training:
. Microsoft Security Guidance Training for Developer
. Windows Server Administrator for Windows 2008 Server
. Exam Preparation for the MCDST (Desktop Support Technician)
PLATFORMS / ENVIROMENTS / APPLICATIONS:
Operating Systems: Windows XP/Vista/AS400
Software: MS Office Suite, Zabbix, Tidal, Momentum, FedWeb, CommandPost.
Hardware: PC, Printers
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