Customer Service Management

James Barry Kamm

***** *. **** ****** ***** ( Eustis, FL. 32736 ( abj9sn@r.postjobfree.com (

352-***-**** (Cell)

352-***-**** (Home)

PROFESSIONAL SUMMARY

Network Analyst/Network Helpdesk/Cisco Programmer with 10 years of

progressive experience. Expertise in programming and maintaining Cisco

routers and switches. Proven ability in providing ongoing technical

support and troubleshooting. Strong customer service skills. I am seeking

employment as an experienced Help Desk/Analyst or a beginning level

Engineer in related field. Also, licensed as a Security Officer in the

state of Florida with both class "D" Security Officer license and class "G"

statewide firearms license.

TECHNICAL SKILLS

HP OpenView ServiceCenter Solarwinds Orion Network Cisco routers and

Performance Monitor switches

IBM Tivoli Omegamon and Sun Solaris Web-Based Netview network and

Omegaview system control Enterprise Management mainframe

and performance monitoring Console visualization tool

software

Gasper ATM management Microsoft Exchange 2003 Active Directory

software

MS Office Suite: Word, VoIP IBM Tivoli Netcool

Excel, PowerPoint, Outlook,

Visio, etc.

TRAINING & CERTIFICATION

. Security Officer: Class "D" Security Officer License, Class "G" Statewide

Firearm License, Florida Concealed Weapons Permit, Certificate of

Firearms Proficiency in both .38 special revolver and 9mm semi-automatic

pistol.

. IBM Certification: ZSeries Parallel Sysplex Operations; ZSeries Hardware

Management Console; Z/OS Operations.

. Cisco CCNA Courses and certification: Interconnecting Cisco Networking

Devices (ICND), CCNA version 640-506 (2000-2001)

. Management Courses: Foundations of Management: All Things Equal; Dynamic

Decision Making; Development Fundamental Critical Thinking Skills;

Generating Alternatives in Problem Solving; Code of Business Conduct and

Ethics; Primavera Timesheets Training.

. Information Security: Aware; Introduction to Information Security Policy;

2005-2009 Anti-money Laundering Program.

. Applications: JCL Fundamentals; MVS Fundamentals; MVS Basic Operations;

MVS Enhancing Performance; MVS Utilities; MVS Advanced Operations; ISPF

Basic and Advanced Program Development; CICS Fundamentals.

PROFESSIONAL EXPERIENCE

SunTrust Bank, Orlando, Florida 2000 - 2009

Network and Production Analyst II - Systems and Network Operations

. 10 years network analyst and mainframe console operator experience.

JAMES KAMM Page

2

. Managed large WAN providing support to 1,700 retail branches and 2,500

ATMs in Alabama, Arkansas, Georgia, Maryland, Florida, Mississippi, North

Carolina, South Carolina, Tennessee, Virginia, West Virginia, and the

District of Columbia.

. Monitored large mainframe with several lpars using various monitoring

tools.

. Experienced with WAN/LAN technology including Cisco routers and switches

for bank branch and ATM connectivity. Configuring Visual CSU/DSU for

individual branches.

. Responsible for contributing to the development and maintenance of

policies and procedures to include: departmental procedures, escalation,

disaster recovery, and Sarbanes-Oxley (SOX) compliance.

. Communicate production problems to affected users and escalate problems

to appropriate on-call staff, equipment vendors, or other management.

. TELCO/Phone Companies dealt with: Verizon, MCI, Bellsouth, AT&T, GTE and

Sprint.

. Hardware Vendors: Cisco, 3Com, IBM, Statewide Cabling, Bytex, Diebold,

NCR, Tandem, Racal Milgo, Lucent and Avaya.

. Troubleshooting/Diagnostic Systems/Tools: Solarwinds Orion - Network

Fault and Performance Monitor, HP Network Automation, Visual UpTime

Select, IBM Tivoli Netcool

. Helpdesk Ticket Systems: IBM Tivoli Information Management, HP OpenView

ServiceCenter, CA Unicenter Service Desk, Remedy, Verizon Enterprise

Center

Winpak Films, Inc., Senoia, Georgia 1998 - 2000

Extruder Line Operator

. Oversee production of plastic film products manufactured by extrusion

process.

. Operate equipment according to standard operating conditions and ISO 9000

quality standards.

. Responsibilities include machine programming and testing outputs in

accordance with specifications.

Photocircuits Corporation, Peachtree City, Georgia 1997 - 1998

Certified Printer Technician

. Certified operator for Ono Sokki TN500 printer.

. Responsibilities include printing circuit boards while achieving QS9000

production standards in clean room environment.

Shoen Insulation Services, Canton, Georgia 1994 - 1997

Machine Operator

. Responsibilities included operating CNC (Computerized Numerical Control)

production equipment to produce a variety of electrical insulation parts.

. Read prints and specifications to program machine for

accurate production of parts. Met ISO 9001 quality and

production standards to ensure safe and efficient parts

production.

MILITARY U. S. Army, July 1983 to May 1986

SERVICE: Utilities Equipment Repair, Rank SP4 E4

Honorable Discharge

EDUCATION: Valencia Community College, Orlando, Florida

1990-1993 Associates of Arts, Business Administration Major

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