Customer Service Support
Resume:
Doreen Hamidou
Harrisburg, PA *****
**************@*****.***
Skills:
OS/Environments: Windows 7, XP, MS Office 2000/2003/2010, PC-DOS,
UNIX, OS/390, Z/OS, Linux, AS/400
Development: COBOL, Assembler, JCL, TSO, ISPF, Telnet, File-AID, SDSF
and IBM Utilities (FTP, SMP/E, TPX), ILO (allow remote
control of servers), DASD, JES2, Active Directory, SQL,
TCP/IP, DNS, DHCP, Websphere
Software/Application: MSOffice 7(Word, Excel, Access, PowerPoint,
Outlook), Symantec Backup, Norton Ghost, IVR, AVR, RACF,
CITRIX, SQL
CA Products: eTrust CA-ACF2, eTrust Cleanup, ACF2/CICS, IMS, CA-
Unicenter, ACF2/VM, ACF2/DB2, CA-Examine, CA-LDAP,
ACF2/IMS, CA-1, CA-7, CA-11
Web Application: HTML, Compass, Kiosks, PIM I, EQUATE, WhatsUp Gold
Ticketing Systems: Heat, Remedy, StarTrak, Support Magic
Experience:
Mindteck/Deloitte-PACSES, Harrisburg, PA 6/2010 - 10/2012
Application Support/Helpdesk 1&2
Support 60+ counties for PACSES (PA Child Support)
Password resets for Network and EQUATE access
Application Support (PIM I, Equate, MS Outlook, CSWS, IVR & AVR)
Monitor WhatsUp Gold for downed Servers/Routers
Open problem tickets utilizing Support Magic
Perform necessary problem escalation
Assist web users with access and usage
Troubleshoot and identify application problems
Report, document and communicate LAN/WAN application problems
Update and maintain canned text documentation
Provided training for transitioning of helpdesk
Tested new Application modules
Assised remote access to CITRIX utilizing Connectra
Rose International/Bank of America, Chicago, IL 6/2009 - 2/2010
Lockbox Associate
Opened, scanned and processed payments for HIPPA accounts.
The Plus Group/Walgreens Corporate, Northbrook, IL 5/2008 - 3/2009
DTR (Data Technician Representative) Tech Support
Provided technical support to the depot technicians on the upgrade of the
various server types for Linux upgrade
Upgraded server hard drive, memory, network card, heat sink, fan and
performed configuration
Provided support to the technicians on the upgrade to VOIP
Troubleshoot and resolved related upgrade problems
Tested new printers, scanners and equipment prior to purchase to go into
the stores
Performed configuration of hardware for Linux upgrade
Prepared training video on upgrading procedures and documented procedures
online
Built/cloned the drives for the AS/400 servers
Received notification of problems via Remedy ticketing system, resolved and
closed them
Escalated problems to the appropriate groups per SOP
DeVry University/Ultimate Staffing, Chicago, IL 5/2008 - 7/2008
Technical Assistant
Provided functional and technical support troubleshooting and diagnosing
hardware problems at all levels
Dispatched technicians
Performed wiring and daily maintenance of computers in the campus labs
Configured the computer labs utilizing Ghost Norton software throughout the
campus
Reset passwords
Managed Active Directory
Set up and grant necessary system access and provide security badges
Resolved Windows related issues, Internet Explorer issues and other PC
software related issues
Resolved user problems with printing and connecting to the network
Research login issues, monitored printers, servers' stats and network, and
performed daily backups
Email administration
Performed computer refresh for the classrooms
Integrys/Todays Staffing, Chicago, IL 8/2007 - 04/2008
Excel Customer Service
Support a new promotion project to bring in new customer business thru a
mass mailing.
J P Morgan Chase Bank/Performance Dynamics, Chicago, IL 11/2006 - 06/2007
Help Desk/ Data Entry/Doc Prep/Mail Extraction
Create daily reports on batch job submissions status
Open problem tickets
Escalate problems to appropriate groups
Monitor the batch submissions
Submit network commands to notify the appropriate people of batch
submission deadlines
Monitor ongoing conference call for reports of problems
Opened problem tickets with appropriate IT group
Resolved user problem within batches during transmission by providing
necessary batch fixes
Escalated problems as required by contacting the appropriate IT support
groups
Jones Lang LaSalle Corporate/Todays Staffing, Chicago, IL 06/2006 - 10/2006
OnBoard Database Administrator
Administrator of a web based application that allowed resources
(workstation, office or conference room) scheduling provided training,
created reports on resources utilization.
Resolved user problems via phone support regarding product usage and
answered questions
Utilized Remedy ticketing system for problem reporting and documenting the
resolution
Conduct training sessions for users on product usage in person and online
via live chat
Provided training and supported users with Kiosks
Developed and maintained web page for product to instruct users on making
reservations of resources
Created daily/weekly/monthly reports on the resource usage (workstations,
office and conference rooms reservations)
Reports created using Excel VLookup, pivot Table and creating charts
Worked closely with vendor on product to resolve functionality problems at
client's site
Gatheright Auto, Chicago, IL 12/2004 - 06/2006
Administrative Assistant
Robert Half Technology, Chicago, IL 10/2005 - 11/2005
Help Desk Support
Provided support on migration from GroupWise to Outlook
Computer Associates, Lisle, IL 8/1998 - 11/2004
Call Center Support/ Technical Support Representative
Supported Security Administrators on the CA-ACF2 mainframe security
products
Support provided via ACD, E-Mail, and online ticketing
Assisted with product install, problems and usage
Instructed on setting up data and resource rules, system integrity reports
Secured the mainframe, UNIX, Linux, Websphere, Z/OS, OS/390, CICS and DB2
environments
Supported CA-ACF2 security products for IMS, VM and LDAP, DB2, CICS in the
mainframe environment
Resolved technical problems to determine the root cause,
Researched and answered client questions
Utilized Support Connect, FTP, Startrak and email to distribute or identify
fixes for clients
Collaborated with Management, Level2 and Development to expedite resolution
of client issues
Conveyed o Development and level2 on updates that are needed to ensure
product and solution quality
Administered CA StarTrak database to document accurate client history for
all issues resolved
Provided traces, downloaded sysdumps and debugging tools (violation
reports)
Composed Frequently Asked Questions (FAQ's) as an online resource for
clients
Reviewed documentation and assisted QA in testing of upcoming product
releases
Administered beta support for assigned products that attributed to new
product releases
Received client calls, opened problem tickets, resolved problem and closed
tickets.
EDUCATION: Chicago State University, Chicago, IL1/1990 - 6/1995
Received Bachelor of Science in Information Systems
Contact this candidate