Customer Service Management
Frederick C. Hutchison
St. Louis MO. 63114
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
Contact this candidate