Customer Service Manager

Clare McNeal

** ****** ****, *********, ** *****

706-***-**** (cell) *******@*********.***

Summary of Qualifications

IT professional with a strong business development, presentation and

negotiation background. 21+

years IT applications experience in high-paced, short deadline

environments. Demonstrated record

of performing on "Development" and "Rapid Response" teams for processing in

Credit Card Design,

storage and retrieval of data and reporting. Consistently maintained,

developed, analyzed and

tested programming code maintaining a 0% error rate. Comprehensive

knowledge of personal

computer software, hardware and peripherals. Established skills in budget

preparation, inventory

control, and procurement. Focused, energetic leader able to establish a

rapport with, and elicit

loyalty from superiors, colleagues, and subordinates.

Technical Knowledge

Programming Languages: COBOL, Assembler, DB2, IMS, Eztrieve, JCL-ISPF/TSO,

CA-7, Fortran,

Filepro, SQL, VSAM and Syncsort

Operating Systems: JES/JES2, Novell, Windows 3.1- Windows XP,

Windows NT, Xenix, Unix,

Linux, and Super DOS

Hardware: Intel based Systems, POS, Local Area Networks and Unix

Software: Microsoft Office Suite, Lotus Notes, Outlook, Endevor,

Infoman, Service

Center, and Service Manager

Experience

2001-2010 Total Systems Service, Inc. Columbus, GA

Senior Computer Programmer/Analyst

. Provided on-call service for production programming resolutions during

nightly processing of over 300 million accounts

. Trained United Kingdom developers on specific platform knowledge and

design

. Disaster Recovery development and testing of platforms used in both the

United States and United Kingdom

. Designed and coded CICS screens for Internal Clients

. Responsible for providing quality code and technical reviews

. Maintained new client initialization utilizing scheduling tools

. Collaborated with a team to convert high security "Pin" processes

. Provided advanced and root cause analysis to clients achieving 5-10%

cost reductions annually

2000-2001 American Red Cross Columbus,

GA

Health and Safety Specialist

. Responsible for standardizing and consolidating the use of technologies

with the setup of a Windows NT server

. Managed and developed over 300 volunteer staff members

. Ensured that Instruction and retail inventory were maintained accurately

and efficiently

. Completed operational functions such as record keeping, department

filing and certificate data management

. Provided superior customer service to over 5000 customers through on-

site instructional training in health and safety

1991-2000 Non Appropriated Funds/US Government Ft. Benning,

GA

Computer Specialist

. Designed and developed a custom "Point of Sales" system using a 4th

level language

(FilePro). This package was utilized at 20 unique retail operations

. System Administrator of 8 different operating systems

. Provided a variety of Network proficiencies in configuration, hosting,

security and virus protection, Voice Response Unit (VRU) and Disaster

Recovery

. Responsible for maintaining and purchasing all computerized POS

equipment

. Accountable for an Inventory of over $500,000

. Provided POS and computer training to managers and clerks at all retail

outlets

. Prepared department budgets

Training

1984 Computer Learning Center Springfield, VA

Certificate in Computer Programming

1998 American Red Cross

Columbus, GA

CPR/Health and Safety Instructor (current)

2001 - 2010 Formal Training

COBOL, DB2, IMS, Service Center, Service Manager and Lotus

Notes

References available upon request

Contact this candidate