Customer Service Manager

Maura E. Heck

* ******* ***** abjizz@r.postjobfree.com Home: 610-***-****

Easton, Pa. 18040 Cell: 610-***-****

Areas of Expertise

Customer Service Customer Satisfaction Teambuilding &

Complaint Handling & Enhancement Training

Resolution Front-End Supervision Documentation and

Reporting

Professional Experience

NEW YORK LIFE INS., CO. - Clinton, NJ September 2005 -

January 2010

Technical Support - Technical Writing

Supported New York Life's Corporate Information division by:

. Lead an effort to write new and improve existing knowledge based

documentation using Lotus Notes Database and the BMC Remedy CMDB

Software.

. Worked to define and refine documentation guidelines, policies and best

practices. Worked with the IT community to improve documentation

throughout the knowledge database. Including, architects, middleware, OS

programmers (UNIX, Windows), database and mainframe personnel.

. Focused on continuous improvement in delivering services to business,

proactively pursing new monitoring and automation.

. Created a process with the Configuration Management Team to maintain the

knowledge documentation (footprints), insuring the integrity of these

documents at all times.

. Created screenshots to further increase understandability of support

documentation.

. These efforts were also used to support and participate in all Corporate

Business Resumption.

NEW YORK LIFE INS., CO. - Clinton, NJ February 2000 -

September 2005

Senior Manager - Shift Operations

As Senior Manager Responsibilities included:

. Maintained general control and supervision of entire data center during

off hours. This included a total of twelve full time employees.

. Served as primary point of contact for a 24-hour, 7-days-a-week basis,

and coordinating critical recovery procedures directly impacting the

stability of the data center operations.

. Interfaced extensively with Help Desk Teams (Call Center Support) to

provide immediate support on pressing technical issues.

. Delivered excellence in customer service through situation analysis and

timely resolve of escalating problems.

. Provided effective and timely resolutions to a range of customer

inquiries.

. Accountable for availability of Windows and Unix Servers, in the

Production Environment,Mainframe Online, including Web sites and on line

applications across the internet and intranet environment.

. Overseeing the monitoring of an overnight batch cycle, system activity

and incoming transmissions. This included the scheduling of batch jobs,

using CA7 and Endevor software to resolve issues.

. Worked with all members of Corporate Internet / Intranet Departments.

Especially applications programmers, support groups and outside vendors.

. During off-hours assumed the duties and responsibilities of Help Desk

Support (Call Center Support), Change Management, and Scheduling.

. Applied weekend maintenance, including organizing support staff to ensure

all scheduled and emergency requests had sufficient time required to

apply and to back changes off, if problems occurred. This may have been

any hardware, or software changes. All of the above must have been

coordinated with the online services and application Corporate

Information's customers.

. Responsible to work with and participate in Corporate Business Resumption

exercises.

. Responsible for quarterly and yearly performance evaluation of staff.

. Provided continuous hands-on training of operators to promote the

development of technical problem anticipation, identification, and

troubleshooting skills. Helped build a motivated workforce.

NEW YORK LIFE INS., CO. - Clinton, NJ May 1992 -

February 2000

Computer Operations Technical Specialist

. Administrative duties including metrics for problem resolution and a 24 X

7 Operations documentation report. Problem resolution was tracked and

documented using BMC console and Remedy.

. Monitored I-Net Application (BMC (BEM, BAC CONSOLES), and server

hardware.

. Monitored overnight Mainframe activity (JES3), Distributed (Maestro) and

batch (CA7, CA11) cycles and transmissions, using Momentum.

. Supported and participated in Business Recovery Exercise.

. Corrected above issues, interacting with all CI, programmers, mainframe,

batch, software, hardware, application support, documented problems and

resolutions, including metrics.

. Applied weekend maintenance and IPL all systems.

. Assisted in training new personnel. Provided continuous hands-on training

of operators to promote the development of technical problem

anticipation, identification, and troubleshooting skills.

Valley Federal Savings and Loan - Easton, Pa.

Head Teller

. Performed opening and end of business day duties. Processed checking,

savings, CD and IRA accounts.

Technology Summary

Systems: Mainframe OS/390-JES3, MVS/ESA, OMEGAMON, BDT, IDMS, CICS, DB2,

CONTROL-D, VTAM, DADS, TSO/ISPF.

Software: CA1, CA7, CA11, LOTUS NOTES, WINDOWS 2007 OFFICE (WORD, EXCEL),

BMC PRODUCTS (Events and Impact Management), BAC (MERCURY), REMEDY, REMEDY

(CMDB).

Education and Training

Easton Area High School - Easton Pa.

Northampton County Community College, Bethlehem, Pa.

Business studies were the main concentration.

Training: Completed courses in time management, writing, leadership,

customer service, security and diversity.

Available for Relocation and Travel

Contact this candidate