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Customer Service Operator

Location:
Springfield, MO, 65809
Posted:
October 15, 2010

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Resume:

Kathy Allen

?

**** **** **** **** ***?Springfield, MO 65809

Phone: 417-***-****

Email: ***********@***.***

QUALIFICATIONS

Experienced mainframe computer operator. Laptop and PC

experience with entire Microsoft Office Suite, Crystal and

VISIO. Proficient with XP and VISTA. Created, updated and

maintained technical and instructional documentation. Quite

comfortable working alone, but is an excellent team player

and enjoys working with others.

WORK HISTORY

August 2008 - March 2009 Springfield Assistant Manager of Technology U.S

Census Bureau

Primary responsibility was to set up computers in the new

(empty) office, educate other managers and clerks on how to

use them, and get the computers working again if problems

developed. Set up, modified and closed user accounts, in

accordance with Federal security regulations. Received

shipments and tracked inventory which consisted of desktops,

laptops, HHC (hand held computers), and SD cards.

Established, trained and supervised the eight-person Help

Desk.

Nov 2007 - August 2008 Technical Support, Teletech

First level technical support/customer service. Provided

telephone troubleshooting for Hewlett-Packard notebook

computers, and immediate assistance to customer support

requests. Used internal resources such as databases and

Internet sites for troubleshooting. Analyzed problems by

phone and talked clients through reseating RAM, installing

wireless cards, etc. Consistently scored high in customer-

satisfaction surveys.

Apr 2007 - Sept 2007 Environment Content Management Specialist, BKD

Worked with the Thomson Go File Room

accounting database; set up, deleted and modified user

profiles in accordance with company guidelines. Traveled to

remote sites & assisted in configuring and installing 20-25

PC's for classes. Answered questions & assisted students in

class. Dismantled and packed PC's and equipment after classes

were finished. Packed and shipped training materials to

remote sites prior to class. Responsible for setting up &

maintaining upcoming class attendance rosters. Installed &

tested software.

Feb 2006 - July 2006 Client Services Specialist, Cox Health Bone & Joint

Center

Prepared reports using Crystal and Excel, and

flowcharts using VISIO. Reports were varied, and included

work orders, and tracking monthly expenditures on hardware

and software. Duties also included formulating, (under

supervision), editing and proofreading company policies to

conform to HIPPA regulations. Contacted outside vendors to

request and update price quotes on computer hardware and

software.

April 2000 - Feb 2006 Mainframe Computer Operator, LE Cox Medical Center

North

Monitored MVS consoles, mounted tapes, and used IBM 2705 and

IBM 4245 printers to print bills and statements. Wrote

documentation for jobs and instructions for running them.

Maintained and updated nightly run sheets. Assisted in

training other operators.

March 1983-April 2000 Mainframe Computer Operator, Alltel

Advanced from entry-level to lead operator. PC experience included

Windows 3.1, 3.11, 95, 98, NT, 2000 and XP. Software packages

include Microsoft Works, Word and Excel.

Monitored MVS, VM and VSE consoles, monitored

CICSes, mounted tapes, printed documents and reports, and did

customized work and ran tests for programmers.

Used ZARA tape management system to maintain and update the tape

library, and wrote documentation and user instructions for

it. Used ZEKE job scheduler application to set up daily,

weekend and holiday schedules, and wrote documentation and

instructions for using and maintaining it. Updated and

maintained IPL documentation.

Ran test jobs for programmers, created tapes for offsite clients, ran

system backups, and trained new operators on all three

shifts. Maintained and ordered inventory (paper, tapes,

toner, etc).

1982-1983 Mainframe Computer Operator, Datamatics

Hired as an entry-level operator. Ran a 4341 IBM computer.

Reel-to-reel tapes, punched-card input decks. IPLed

frequently.

EDUCATION

1975-1979 Business Data Processing

Arkansas State University

Jonesboro, AR.

Alltel Employment Verification Number: 800-***-****



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