Customer Service Sales
Resume:
ROBERT JASON ELY
North Richland Hills, Texas ****0
********@*****.***
SUMMARY
Highly motivated Information Services Professional with 10 years experience in Data Center Operations.
Extensive knowledge of mainframe console commands and after hours Help Desk support. Proficient at analyzing
and determining the nature of computer hardware and system software problems. Excellent communication and
customer service skills, able to resolve issues through use of phones, remote desktop, and in person.
TECHNICAL SKILLS
• Knowledgeable in TSO, JCL, JES2, OS/390, CICS, Networking, UNIX, and GWI database operations
• Proficient in scheduling, JCL modification, and problem resolution in a network environment
• Ability to utilize automated scheduling software (OPC/A) for production processing in a multiple
CPU environment
• Maintained user accounts in Oracle, RACF, LEO, Lotus Notes, and Windows NT environment
• MS Office (Word, Excel, Powerpoint)
PROFESSIONAL EXPERIENCE
NEIMAN MARCUS GROUP, INC., Irving, TX 2000 2010
Ops Analyst, Data Center Operations
Luxury retailer that specializes in customer service and personalized sales.
• Monitored batch production jobs in the Data Center to ensure all nightly processing was complete and Service
Level Agreements (SLAs) were met daily.
• Scheduled jobs using OPC/A and modified existing JCL in a mainframe environment.
• Provided Help Desk support to customers that included password resets and troubleshooting PC equipment.
• Created Flash Sales spreadsheets and training documentation for the Data Center.
• Escalated problems as needed and maintained communications with technical teams using GWI to track
issues.
• Performed IPLs of OS/390 images as needed.
• Remotely closed stores that experienced problems using Remote Desktop application.
• Diagnosed and resolved system outages using automated alerting systems.
• Placed service calls and coordinated vendor technicians for hardware and software replacement.
• Assumed the responsibilities of the shift manager in the absence of senior personnel.
GRAYBAR ELECTRIC INC., Ft. Worth, TX 1998 2000
Supervisor, Wire Cutting Department
Electrical supplies wholesaler for construction and communication companies.
• Supervised daily operations to ensure that customer orders were filled correctly and in a timely manner.
• Inventoried product daily and ordered necessary supplies to fulfill customer needs.
• Used forklift, reach truck, and order pickers for stocking, inventory, and order pulling.
EDUCATION
Associates of Applied Science Degree Computer Network Systems
ITT Technical Institute, Arlington, Texas
Graduation Date – November 2010
GPA – 4.0
Business Management Diploma
Stratford Career Institute, Online study 2008
GPA – 4.0
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