Customer Service Management

Edward J. Wells

*** ***** **** ******

Pickerington, Ohio 43147

Phone (H) 614/833-0071 (C) 614/570-7837

E-Mail address: *********@*******.**.***

SUMMARY

A broad background in the operations and technical side of data processing.

Started out as a computer operator and progressed in education and

responsibilities into positions that includes: JCL specialist, shift

operations manager, systems analyst, systems programmer, DASD technician,

security administrator, storage management and desktop support analyst.

Although most of my career has been in the data processing field, I am also

open to the opportunity to work in a different field. I know I can handle

any new challenges that are put before me and would appreciate the chance

to prove myself. I have excellent customer service and computer skills, am

highly detail oriented, organized and have an analytical mind that works

well with numbers and charts. I also just completed and passed the H&R

Block tax course and currently work part-time as a tax preparer.

PROFESSIONAL EXPERIENCE

INSIGHT/CHASE/SMARTSOURCE, Columbus, Ohio

2010 - 2010

Tier 2 Desktop Support

2009 - 2009

I have worked for these companies twice. Currently I am working as a

Support person for a hardware

Refresh project for Chase bank. I was hired and paid by SmartSource Inc. to

work for Insight who was hired by JP Morgan & Chase for these projects.

This role consists of supporting field technicians in updating the hardware

in the Chase banks. This contract may be 1 - 4 months depending on their

needs.

I also did a 5 week contract in 2009 to support Chase bank branches during

the final conversion phrase of Washington Mutual Banks changing to Chase

Banks. We also supported current Chase branches with any issues that could

not be resolved by the Tier 1 Desktop Support team. I supported the field

technicians that were assigned to replace the Washington Mutuel equipment

with new Chase equipment. Resolve all problems during

the conversion phrase

. Resolve issues that were passed to us by the Tier 1 support group. This

involved calling the clients in the Bank branches and

working with them to correct their issues. There

were both hardware and software issues.

. Monitor the tickets in the incident queues (a home grown application by

Chase called Eagle)

. Worked briefly with tickets in the Peregrine queue

H&R BLOCK

2009 - 2009

Tax Preparer

Working with customers to prepare and file their Federal, State, City and

School District taxes. This is done on a computer using H&R Block tax

software programs. I also figure their bill and offer them several options

on how to get their refund if they are entitled to one. These options

include rapid refund loans, checks or direct deposit to their checking or

savings account or to an H&R Block master card. I also assist with greeting

customers at the front desk, answering the phones, and setting

appointments. This is a seasonal position.

J.P. Morgan & Chase, Columbus, Ohio

2003 - 2009

Storage Management

Responsible for anything associated with DASD and the tape management

system. We used SMS and HMS. I also helped with JCL problems, creating

libraries, increasing the size of datasets, contributing in Disaster

Recovery tests, and anything else associated with storage.

( Provided 24/7 coverage along with co-workers.

( Main contact for capacity group.

( Backed up and restored datasets and/or volumes mostly with

DFDSS.

( Resolved space problems.

( Added volumes to storage groups.

( Created new Storage Groups and Storage Classes.

( Updated SMS ACS routines.

( Assisted in bringing up test system for Disaster Recovery

Tests.

IBM Global Services, Columbus, Ohio

1998 - 2003

Storage Management - Bank One Account

Responsibilities - same as above

Same as above - I was hired to do the storage work for Bank One who had

outsourced to IBM. When Bank One stopped outsourcing, there was no work

available but Bank One hired me and then merged with JP Morgan.

McGraw-Hill Companies, Columbus, Ohio

1995 - 1998

Security Administrator and Storage Technician

Responsible for anything associated with security on the mainframe level.

Responsible for over 2500 logon ID's. This includes local ID's and logons

for out of state locations. Communicated with the End Users on a regular

basis. Used ACF2 as security package. Also in charge of coordinating

Disaster Recovery.

( Created logon ID's for new employees.

( Made changes to existing logon ID's when requested.

( Created new security rules.

( Made changes to existing security rules.

( Helped users logon to the system.

( Coordinated disaster recovery procedures and participated in

disaster recovery tests.

( Assisted in copying files from IBM DASD to EMC DASD.

TECHNICAL SUMMARY

Software

TSO, JES2, DMS, DFDSS, DSF, IDCAMS, MVS UTILITIES, DFHSM, CLIST, ACF2, FDR,

SMS, CA1, DCOLLECT, HSM, ISMF, SRDF, TIMEFINDER, TSD, PSR, ECM, EXCEL,

WORD, OUTLOOK, LOTUS NOTES, PEREGRINE, WORK MANAGEMENT SYSTEM, etc.

EDUCATION

College - Graduated from MATA College. One year at Ohio State, One year at

CTI. Completed courses in ACF2, TMS, SRDF, TIMEFINDER, HSM, EXCEL and some

management courses. Also competed and passed the H&R Block tax course.

Contact this candidate