Manager Customer Service

Home: 978-***-****

Cell: 978-***-****

Paul Michael Jones

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

Tewksbury, Massachusetts, 01876

410Email: ******************@*******.***

Key Skills and

Knowledge Skills Summary

Outlook 98/2000/XP. Versatile, highly motivated, results-oriented individual

Microsoft Office possessing a proven record of achievement in system analysis and

2000/2003. design, computer training, project/program management, strategic

Microsoft Visio. planning, customer relations, business administration, and

Microsoft Exchange. operations management. Extensive experience in all, network

Microsoft Active administration, E-Mail and Internet systems, and PC and

Directory. mainframe environment. Adept at analyzing user's needs and

Lotus Domino. coordinating system implementation. Exceptional analytical,

Norton's Ghost. organizational, communication and interpersonal skills.

Research in Motion Demonstrated ability to work independently or as an integral

Blackberry. part of a team to achieve objectives and goals

Veritas Backup Exec. Connected remote sites to central network system to allow direct

transfer of production and sales data.

IBM GSA. 2.0, 3.0 Design, author, and test highly complex software for Emergency

Radiant System preparedness Program.

LDAP Demonstrated high quality, results - driven, prompt, and

LANDesk professional customer service and support to instill confidence

Fujitsu POS in technical advice and directions.

Terminals Monitored available disk space to ensure sufficient space for

Domain Expertise & regular operations.

Solutions Assembled system and software application documentation,

IIS 6.0 informing users of training opportunities in the corporate

Project and Program learning center. Performed impromptu security checks of servers

Management and network verifying adequate virus protection and compliance

Global Technical with corporate policy & procedure.

Support Projects, Collected frequently asked questions and wrote formal answers to

Global Application ensure accuracy of responses and consistency with other Helpdesk

Integration Projects personnel. Created and edited documentation for installation

and training documentation & manuals.

Databases Project Experience

Microsoft Access. Federal Aviation Administration 12 New England Executive Office

Lotus Approach Park Burlington Massachusetts. 01803 Desktop

Lotus Domino (NSF) Support Technician

Hardware 02/22/2010 - 06/15/2010 Providing day to day maintenance,

Intel 4 way (Aspen) documentation, troubleshooting, and monitoring of computer

and 8 way (Saber) systems. Answering, evaluating, and prioritizing requests from

servers, Compaq, end users experiencing problems with hardware, software,

Dell, IBM networking and other computer -related technologies. Logging

Operating Systems and tracking requests in the helpdesk software, Remedy call

Mainframe MVS tracking application, maintaining and tracking inventory &

OS/390. software licensing.

IBM AS/400.

GCOS 7 Ita Software Company 141 Portland Street, Cambridge,

UNIX ( AIX ) Massachusetts. 02139

MAC OS X 10.4 & 10.5 Operations Manager - Global Support Operations Center.

Leopard 2008 to 2009

MS Windows Support Operations Engineer 24 x 7 team, overseeing flight &

95/98/XP/NT 4.0. seat availability for fourteen major Airlines and six travel

DOS. companies throughout North America and Canada. Ensuring the

Software/System continuous operation of six data centers three here in the

Architecture Northeast region and two in Winnipeg Canada. Overseeing all

SNA, TCP/IP, Citrix flight scheduling processing and seat inventory control

HP Openview NNM, processing. Ensured that database / File maintenance was

Castle Rock SNMP performed as scheduled. Also providing support for the help desk

manager ensuring high quality service. Responsibilities included

IBM iSeries, TIBCO, improvement; of procedures related to identification,

IBM ADSM and Tivoli prioritization, and resolution of customer reported issue's.

Storage Manager. Enforced escalation policies and procedures as needed to achieve

McAfee anti virus, high resolution rate on reported issues.

Norton Utilities, Liaison with internal departments to resolve hardware & network

Norton Anti Virus, related issue impacting customer operations.

l, PC Tools, Carbon Monitored network environmental condition to achieve network /

Copy, hardware and application performance for all customers.

Call Center and Help Support 466 users within a mixed environment of Microsoft

Desk Windows 2003 and Linux servers and desktops.

Remedy, Retain, HP Managed six datacenters for a total of 5.500 servers running Red

Openview Hat fedora version 10 supporting 14 major airline reservation &

Heat, RT, CA Service pricing systems.

Desk Developed individual goals & objectives for assigned direct

Office Productivity reports to improve development of skills and job satisfaction.

Tools Worked with local exchange carriers to resolve troubles with LAN

Excel, MS Visio, MS / WAN connections.

Word, Access, Lotus Established and maintained internal Network Operations Center

123, Word Pro, website.

AmiPro, Freelance, Prepared weekly and monthly reports along with special projects

Powerpoint, as assigned.

Communication and Provided quality customer service with high volume central

Networking processing and distribution center.

Cisco IP Call Managed Support Operation Center ensuring technical resourced

Center. meet and exceed customer's expectations for timely resolution of

Avaya Call reported issues.

Management System. Overseen a staff of 10 network engineers monitoring datacenter

Aspect Call operations addressing fault conditions within high availability

Management Software. environment.

Technical Commonwealth of Massachusetts, Executive Office of Health and

Documentation Human Service, Boston, Massachusetts. 02110

Authored and Helpdesk Manager MassHealth - Medicaid

Contributed To Over 2007 to 2008

200 Executive Office of Health and Human Services, Medicaid

Technical and Management Information System manager overseeing all operations

General Knowledge and daily support for the helpdesk ensuring high quality

Articles and Papers service. Responsibilities included supervision of staff;

Concerning Lotus continued improvement; all procedures related to identification,

Domino & Lotus prioritization, and resolution of tickets.

Notes. Monitored phone calls and provided feedback to achieve key

performance metrics within helpdesk

Effectively interact with team members that have diverse

backgrounds and temperaments, while demonstrating a genuine

interest on team members, maintaining open lines of

communication with team members and being an advocate for team

members.

Building a team that effectively supports Mass Health Medicaid

programs, products and services.

Driving the development of superior customer service and high

performance.

Leading workflow distribution and floor management to ensure

service levels are satisfied.

Hiring training / developing, motivating, coaching, evaluating

and retaining qualified staff.

Manage helpdesk operations ensuring resources and efforts of the

helpdesk operation meet the needs of the users.

Maintaining service talk / wrap times, data and both client and

consumer satisfaction levels.

Liaison with Commonwealth of Massachusetts vendor helpdesk as

needed to address technical and non technical issues.

Obtain equipment, tools, and space needed to allow team members

to adequately support the user community.

Enforce escalation policies and procedures within the call

tracking application.

Track and analyze trends and generate reports from Avaya call

management system.

Train and mentor helpdesk staff in Mass Health and Medicaid

policy and technical application procedures.

Developed disaster recovery procedural documentation for tier 1

and tier 2 support teams.

Authored NewMMIS Helpdesk procedural manual for internal staff,

and cross functional teams within the Executive Office of Health

and Human Services.

IBM Corporation / Lotus Software, 4 Technology Park Drive

Westford, Massachusetts. 01886

Technical Support Manager 24 x 7 Lotus Software Support.

1996 to 2007

Responsibilities included supervision of 20 staff software

engineers providing technical assistance with Lotus Domino

collaborative applications. Performed detailed analysis of

customer data for problem source identification. Interfacing

with all levels of Management and Development to solve complex

customer issues in a timely efficient manner. Working with irate

customer's to improve and achieve a superior level of customer

satisfaction. Managed the processing of incoming calls to the

support center via telephone or email to ensure the timely,

courteous and effective resolution of all support requests. Made

adjustments to the Aspect managements system as needed to

address support queue assignment of engineers as well as making

modifications as needed to reporting dynamics.

Overseen and drove optimal performance of a global support team

by providing effective goals & objectives.

Reviewed customer satisfaction surveys, scorecard metrics and

other performance indicators to access and coach team and

individual behaviors.

Development and implementation of training plans critical to

achieve business objectives and staff development.

Proactively apply IBM policy to maximize efficiency and values

to ensure compliance with business ethics standards.

Contributed to initiatives that advanced strategic organizations

objectives.

7x24 Technical team Manager / Advisor for Asian Pacific / North

American Enterprise accounts. Responsible for overseeing

support engineering team assigned. Rectification of all

end-user procedural issue's server re-configurations & system

wide outages impacting business operation in a timely manner.

Technical team manager for horizon 2 Domino Companion Products

team over seeing the introduction of the fax server & pager

gateway application & product support.

Ensured escalation policy was followed for issues needed

intervention from field services & development.

Authored over two hundred technical / procedural documents as

well as several white papers on application performance &

troubleshooting Lotus Domino on various operating systems

platforms.

Melville Corporation / Marshall's, Department Stories, 10

Brookstone Square, Andover, Massachusetts 01810

Store Support Supervisor.

1994 to 1996

Overseen Technical support personal that developed and maintains

computer systems deployed to support the stores organization and

store operations and all of their processes. Providing

assistance with store level software, hardware. & Satellite

communication failures. Ensuring stores achieve revenue goals

via proper systems operation.

Scheduled repair and software upgrades & maintenance of all IBM

4683 POS terminals & RS6000 servers for 520 retail locations

across the United States & Porto Rico.

Demonstrated creativity and initiative with technical and

non-technical issues impacting stare hardware / procedural

operations.

Ensured rectification of all connectivity failures on OS/400 &

RS6000's servers & price scanning hardware.

Overseen a staff of seventeen store support engineers 520 store

locations.

Developed a disaster recovery procedure which was implemented

for all store locations, resolving server controller failures.

Rectification of store networking issues impacting store

operation of IBM POS GSA application.

Overseen POS terminal / devices / server in installations at new

store locations.

Ensured that all stores systems polled & transmitted sales data

to corporate data center, all failures corrected via remote

intervention.

DeMoulas Supermarkets Incorporated 875 East Street, Tewksbury,

Massachusetts 01876

Computer Operations Supervisor.

1989 to 1994

Performed multiple daily Computer Operations tasks including the

monitoring and administration of Unicenter batch jobs that are

processed on AIX/Intel platforms; monitoring of critical path

Mainframe, Unicenter and AS/400 batch jobs and verifying their

success and providing daily backup maintenance. Additional

responsibilities also include monitoring of the mainframe CICS

regions and IP Printway; the administration of nightly

compliance status reports; supporting shift coverage for

vacancies when necessary and providing guidance to other

Computer Operations staff.

AS/400 command language / Robot save AS/400 backup / Control M

Scheduling

Autosys job scheduling.

Innovated mainframe efficiency through automated job stream

reorganization on Honeywell Bull DPS 7000 running GECOS 7

platform.

Corrected job abends due to program parameter errors on

Honeywell Bull DPS 7000.

Documented application errors from console / event log.

Designed and implemented a system for timely distribution of

output.

Configured terminal services for remote access.

Monitored file system capacity.

Developed internal documentation for corrective action to be

taken for system application failures.

Assisted field service technicians with trouble tickets and new

installs of store level system hardware.

Rectified connectivity issues with VPN, LAN / WAN for 1600

users.

Instituted a training program for the career development of all

computer operations personnel.

Allied Stores Jordan Marsh Division 450 Washington Street,

Boston, Massachusetts. 02111

Sales Manager.

1985 to 1989

Promoted to Divisional Merchandise Manager from Sales Manager

overseeing the execution of merchandise selection and

procurement for a particular segment of the business. Set the

merchandise direction to ensure a focused continuity on the

selling floor within the family of business. Developing

strategy to ensure customer satisfaction and maximize business

performance and profitability, maximize promotional strategy,

competitively dominant merchandise assortments and by store

profit maximization.

Instituted vendor product training program for a all sales

associates to improve product knowledge and sales performance.

Communicated with buyers to strengthen market relationships and

knowledge of trends and opportunities.

Partnering with the planning organization to develop location

plans that supported the overall financial strategy, assortment

and merchandising needs for assigned departments.

Ensuring that pricing, promotional, and marking strategies

support the financial objectives of the assigned division.

Fostering q growth environment that promotes professional

development of sales associates to achieve a career in retail

sales management or other opportunities within the Jordan Marsh

Company or other Allied Stores Division.

Education

Northeastern University, Boston, Massachusetts.

1982 to 1986

B.A. Business Administration

University Of Lowell, Lowell, Massachusetts.

1986 to 1987

Certificate of Computer Proficiency

Certificate of UNIX Operating System

Professional Certification

IBM / Lotus CLP - Domino Version 4x, 5x, 6x, R7

Administering IBM Lotus Quickplace 3

Certificate IBM AS/400 System Administration.

Certificate AIX Version 4.3 System Administration.

Certificate Microsoft Office 2003 User Training

ITIL Service Manager Certification Version 2

Professional Training

2003 to 2006

Intensive IBM Internal Programming Training Program.

Programming Fundamentals.

Custom Introduction to C++ Programming.

Custom Introduction to C Using Windows.

Java for the Object Application with Java.

Introduction to Object Technology.

Volunteer

Dewing School PAC, Tewksbury, Massachusetts.

1992 to 1995

Chairman.

Worked with School Administration on School improvement plan &

coordinated student fund raising activates to support various

school enrichment programs. Participated in Project Charlie, a

drug awareness program for elementary age children.

Tewksbury Youth Soccer Assoc, Tewksbury, Massachusetts.

1991 to 1993

Clinic Director / Coach.

Elected to the Tewksbury Youth Soccer Assoc Board of Director's

as Clinic Director overseeing skill development of player's as

well as player team assignment, supervision of adult coaches,

and team schedules.

Tewksbury Little League Baseball Assoc, Tewksbury,

Massachusetts.

1991 to 1996

Coach Minor Farm & Minor League Teams.

Coached Minor Farm & Minor League baseball - produced two town

league championship teams during tenure. Awarded Manager of the

year in 1994 & 1995.

REFERENCES

Available upon request.

Contact this candidate