Customer Service Management Software

ROBERT WALTON JR.

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

Charlotte, NC 28215

(H)980-***-****

**********@*****.***

OBJECTIVE: Experienced IT professional seeking a position which allows for personal and professional growth while focused on quality customer service.

EDUCATION

ITT Technical Institute, Cary, NC

Associate of Applied Science in IT-Computer Network Systems, June 2011

GPA: 3.8, Dean’s List

WORK EXPERIENCE

Associate Computer Operations Analyst Mar. 2011-Present

Duke Energy, Inc., Charlotte, NC

- Monitor the server and mainframe infrastructure and respond to alerts.

- Assist with the creation and modification of production batch schedules.

- Submit and track the execution and output of production batch schedules.

- Provide first level support to resolve process failures or restarts.

- Provide guidance to application teams and scheduling personnel.

- Perform CICS region recycling per documented procedures.

- Adhere to security policies to maintain data confidentiality.

- Communicate with IT support teams to track problems and document status using

problem management software.

Part-Time Computer Repair Technician Aug. 2008-Jan.-2011

A+ Computer Services, Knightdale, NC

- Performed anti-virus software installations and virus removal for added computer protection.

- Assisted with on-site desktop deployment and configurations for businesses.

- Communicated with clients after conducting computer diagnostics.

- Assisted with implementing new work order procedures which increased workflow by 25%.

Mail Services Assistant Apr.2008 Mar. 2011

Progress Energy, Inc., Raleigh, NC

- Created and managed 20 employee accounts and passwords within the UPS and FEDEX

web based application software.

- Trained employees on the use and functionality of the UPS and FEDEX web based application

software which led to improved cost savings and logistics.

- Met quarterly with the supervisor to discuss updates and changes needed on the Corporate Mail

Services’ website.

- Liaised with business technical analysts to work on Corporate Mail Services’ assigned projects.

- Received and processed incoming and outgoing parcels, certified and priority mail according to

postal regulations.

TECHNICAL SKILLS AND CERTIFICATIONS

CompTIA A+ Certification, UNIX, CA ESP, CA Automation Point, Windows, CA ESP System Agent,

GetITT/PICASSO, CA-7, Tivoli, JCL, Microsoft Office, TSO/ISPF, Endevor, MVS

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