Customer Service Project
Resume:
Renetta F. Lesure
Cordova, TN 38016
abkgzk@r.postjobfree.com
SUMMARY
Conscientious, resourceful, quick learner, flexible individual
with 10 years business experience communication, supervising,
and expediting customer service operations. 13 years business
and customer service related experience interacting with
customers, problem solving, and troubleshooting errors.
Extensive background in reference to computer operations,
hardware/software, apps, monitoring, web design, as well as,
some programming skills. Able to work on own initiative or as
part of a team. Loyal, punctual, self disciplined worker. Able
to complete assigned tasks efficiently, effectively,
enthusiastically, and in a timely manner. Easily takes on a
challenge. Persistent in endeavors
EDUCATION THE UNIVERSITY OF MEMPHIS Memphis, TN
Bachelor of Business, MIS Fall 1998
Management Information Systems
ACHEIVEMENTS Outstanding Performance on the Job
. Chosen as Liaison and Project Lead for Harrahs
Entertainment 2008-2009 Memphis Operations Transition
to India (Offshore) Operations Project
. Chosen as a Project Lead for Harrahs Entertainment
2008-2009Disaster Recovery Project involving the role
swaps/disaster recovery of 20 LPARs.
. Received 2008 Star Performer Award @ Harrahs
. Chosen as Shift Primary by Mgmt @ Harrahs
within one year of employment
. Received KUDOS card award in recognition and
appreciation of being a fast learner and grasping
the responsibilities associated w/DC Ops @ Harrahs
. Chosen as a team member on an Intranet and Y2K
project for the CCS Dept at Schering Plough.
WORK Hilton Hotels Corp (c/o Viasys Technology) Memphis, TN
EXPERIENCE 11/09 - 10/10
Computer Specialist
. Responsible for monitoring processes and operations
on the
UNIX systems (ex. issuing scripts via putty)
. Responsible for using the Network Administrator
application for monitoring device and issues relating
to the daily tape processes.
. Responsible for providing 1st level support on all
systems
. Responsible for proper escalation of critical issues
Renetta F. Lesure page 2
. Responsible for performing tasks associated w/Remedy
. Responsible for monitoring all hotel tasks for
efficiency
. Responsible for completing Ops' activity logs.
04/04 - 11/09 Harrahs Entertainment Memphis, TN
Support Specialist, Shift Lead
. Responsible for ensuring all shift members are
punctual and ready to begin work at their scheduled
start times.
. Responsible for ensuring the completion of Ops
activity log
. Responsible for server monitoring and maintenance of
hardware issues occurred on Data Center Floor (20,000
sq ft in space).
. Responsible for handling all time critical, complex,
and irate issues and ensuring that the proper
escalation and notification steps are followed.
. Responsible for ensuring reporting spreadsheets and
documentation are updated correctly and contain
appropriate supporting comments.
. Responsible for maintaining the dept website by
utilizing HTML, Java, and JavaScript code.
. Responsible for monitoring/updating the Change
Management Calendar website
. Responsible for monitoring the Ops ITSM ticket queue
. Responsible for monitoring all property LMS/CMS tasks
. Responsible for using the RTView monitoring tool to
ensure no application errors exist w/RG2, OCRM, or
CRS.
. Responsible for using the RTView monitoring tool to
ensure no hardware errors exist with Wintel, Unix,
ISeries
. Responsible for utilizing the WhatsUP monitoring tool
to ensure that no Network issues exist with
properties
. Responsible for utilizing the Andover Environmental
monitoring tool to ensure that no issues exist with
the EDC's internal facilities equipment (i.e. UPS,
Liebert, Fire Suppression, etc.)
Associate Support Specialist
. Responsible for monitoring production and development
processes using the AS400 operating
systems (30 LPARs).
. Responsible for monitoring processes on the UNIX
systems
. Responsible for providing 1st level support on all
systems.
. Responsible for using the problem ticketing system to
log,
track, and close all client problems reported in Comp
Ops
Renetta F. Lesure Page 3
09/03-04/04 Fidelity Information Services Little Rock,
AR
Operations Analyst
. Responsible for monitoring nightly job streams,
starting,
canceling, and restarting downed jobs.
. Responsible for maintaining the system using DB2,
IMS, CICS, etc. within a front-end and batch
processing environment.
. Responsible for IPL and Shutdown procedures of
systems.
04/00-09/03 Spherion Outsourcing at IBM Corp Memphis, TN
Computer Analyst
Note: Same duties as noted above for Fidelity Information
Services
11/98-04/00 SCHERING PLOUGH CORP Memphis,
TN
Computer Operator
. Responsible for monitoring computer systems (i.e.
DEC, VAX, SAP, SYSA, SYSH, SYSG, AS400, etc.)
. Responsible for monitoring daily job streams,
starting, and
canceling jobs.
. Responsible for performing duties and resolving
conflicts
associated with Automate, Netview, IMS,
CICS, and HSM.
. Responsible for IPL and Shutdown procedures of
systems.
SKILLS Knowledge Base
. Processing knowledge of application diverse languages
of JES2, RESOLVE, TSO, JCL, JHS, MVS, RJE, HTML,
ZEKE, and ZEBB.
. Lotus, WordPerfect, Data processing, MS-DOS, Excel,
Microsoft Office, Spreadsheets, Windows,
Microsoft
Exchange, Outlook, Publisher, and Microsoft
Access
. Project Management utilizing Excel and Microsoft
Project
. Dreamweaver, HTML, Java, JavaScript, CSS
. Proficient in managing time in Clarity reporting
system
. Crystal Reporting, Oracle, Kronos
. PC Hardware Support
. Proficient in using 10-key and able to type 65 -70wpm
. Extremely proficient in multi-tasking
. Excellent Presentation and Documentation Skills
. Excellent communication skills, both written and
verbal.
. Task oriented w/high quality standards and process
driven
. Works well under pressure
. Project oriented w/diverse organization skills
AVAILABILITY Immediately
Contact this candidate