Customer Service Management

Frederick C. Hutchison

**** ******

St. Louis MO. 63114

314. 427.3371

Objective Information Technologies Operations

Experience

Employed by Brown Shoe Company Inc

**** ******** ***.

Clayton Missouri 63105

Duties: IS Operations Representative; include monitoring a Local Area Network

and Wide Area network environment using network monitoring tools. Monitoring

the running of batch scripts jobs for Windows and UNIX using Tidal scheduling

package. Monitoring of batch jobs on multiple AS400 partitions using Robot and

Revsoft as AS400 monitoring tools. Monitor daily and weekly backups both

AS400 and Windows. Insuring jobs are run per schedule correct and on-time.

Perform weekly reboots restarting and reconnecting servers to the Local Area

Network and Wide Area network

Assures all system hardware, software and websites are operating at peak

performance. Provide basic hardware, software and network trouble shooting for

a 700 plus store network. Contact hardware vendors to report equipment failures

to scheduling repairs and maintenance. Contact appropriate staff when complex

software or job failures events occur. Reporting outages and escalating to upper

management when necessary. Record all problems in the problem management

system. Ensure that the C-Support ticket accurately defines the description of the

problem and that the appropriate problem resolution is recorded. Make schedule

adjustments to the production schedule. Notify customers and management of

missed deadlines and associated problems. Perform tape file restores using

TSM and AS400 procedures. Provide tape management and offsite tape

rotation. Timely responds to user requests. Effective customer service that

resolves issues accurately meeting customer needs. Responding to customer

feedback to improve service and meet commitments. Follow proper escalation

procedures and record problems and outages in a timely manner. Communicate

with the Help Desk and User Community regarding the status of systems,

requests, problem analysis, tracking and resolution. Monitor for frequency of

problems, identify potential changes and discusses with Operations

Management.

Previous duties included computer operations shift supervisor. Computer

operations support for financial accounting and payroll packages in a multiple

CPU and mainframe environment. Taking and reporting help desk calls during

non business hours escalating these calls using problem reporting systems.

Reporting status to management during major outages.

Employed by Edison Brothers Stores

501 N. Broadway

St. Louis Missouri 63102

Duties: office boy and then trained as a computer operator.

Education

Information Technology Network Administration Associate Degree in Applied

Science St. Louis Community College at Forest Park

Data Processing Associate Degree in Applied Science

Florissant Valley Community College

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