Customer Service Manager

Daniel J. Brennan

SUMMARY:

** ***** ** ********* ******** service. Over 10 years as a Tier 3 Help Desk Analyst supporting

*,*** *********** **********. ********** of 3 print room shifts for 6 years.

Account manager for downtown Chicago computer service bureau for 5 years.

PROFESSIONAL EXPERIENCE:

Supervalu/Jewel Foods; (July 1998 – January 2009)

Roles: Help Desk Analyst, Mainframe Administrator, Print Room support, Desktop

support

• 3rd Level Help Desk . Call volumes from 30 to 80 per day.

• Clarity, Tracker(Lotus Notes), VPN, Word, Excel, Outlook, INFOPAC, Control-D and Visio

• Administrator of mainframe report distribution systems INFOPAC and Control-D

• Responsible for form coding changes and payroll check set up on High speed laser printer.

• Assisted Desktop support.

USLIFE Insurance (November 1992 –July 1998)

Lead Operator Print room

Roles: Supervisor, Coding Analyst

• Leading, instructing, and assisting 3 shifts of print room.

• Xerox 6700, BARR System, SDSF, TSO, Excel, Word, Outlook

• Responsible for all variable coding and static form changes producing 2 million pages/month

• Created training manuals.

STAT:TAB (November 1987-November 1992)

Roles: Account Manager

• Handled multiple clients print needs simultaneously.

• Xerox 8700, ELIXIR, LPDS,TSO

• Personal contact with client to determine print formatting needs and requirements.

• Received client data tape and diagnosed coding requirements.

• Perform form formatting and variable data coding for 5 printers producing 4 million

pages/month

EDUCATION:

Quigley South High School

60 credit hours at Southern Illinois University

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