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Customer Service Information Technology

Wilmington, Delaware, United States
August 31, 2017

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Anthony G. Laws

*** ******** ****** *+ Certified Professional

Wilmington, DE 19801

Mobile Phone 302-***-****


Professional Summary

More than 3 years of Customer Service experience

Call Center experience

Proven ability to exceed all sales and customer service goals

Proficient in developing, maintaining and strengthening business relationships with clients, vendors and customers

Strong understanding of inventory management

Consistent recognition for exceptional problem-solving skills, analysis, out-of-box solutions to proactively perform responsibilities

Dedicated to customer satisfaction

Outstanding verbal and written communication skills

Professional Skills

Microsoft Office, Microsoft Excel, Microsoft Power Point, Crystal & Scheduled reports, Order Management System, Typing (60WPM), ICD-9 and CPT Codes; Lotus Notes, Microsoft Outlook

Professional Objective

To effectively demonstrate my Customer Service and Information Technology skills in a professional environment with opportunity for growth and advancement.

6/2016 – Present

Kelly Services/M&T Bank

Operations Associate II

Document scanning and indexing.

Quality Assurance

8/2015 – 10/2015

Office Team/Brandywine Trust Company

Trust Operations Associate

Reconciling customer accounts.

Sending and receiving wire transfers.

Processing check deposits.

Setting up recurring transactions.

Executing trades such as buying and selling assets.

Creating CUSIPS where necessary.

2/2014 – 3/2015

Kelly Services / M&T Bank

Finance & Retirement Services Administrator

Processing client distributions.

Monthly account reviews.

Preparinginvoice payments.

Processing stop payments & reissues.

Researching client information.

4/2012 – 11/2013

Kelly Services / M&T Bank

Account Opening Specialist

Computed electronic processing of bank service fees via company billing application.

Research and substantiation of fees in relation to clientagreements.

Provided detailed electronic analysis of fee data to managerial staff members.

Worked closely with billing unit co-workers and clients while demonstrating the ability to think creatively and implementing recommendations for process improvement.


Kelly Services/M&T Bank

Client Services

Maintain customer service levels according to M&T standards.

Provide prompt and courteous service to all external/internal customers.

Answer up to 50 calls daily in the M&T customer service call center, with the ability to answer more calls during busy times.

Apply critical thinking and problem-solving skills to customer problems.

Support Web Banking Customers with enrollments, passcode resets, and online navigation.

9/2008 – 11/2008

Kelly Services/Dupont

Tester/Script Writer

Develop comprehensive testing scripts for the Intellectual Property Enterprise Software project using the following inputs: Requirements database, Configuration updates, Training & System guidance.

•Configuration updates, Training Specialist guidance, and System expert guidance on areas to be tested.

Coordinate script development with the following work streams: Configuration, Training & Support, Usability & Testing, and complete testing of scripts as required.

Hardware/Software used: MS Word, Excel, Power Point, Lotus Notes

1/2004 –2/2008

Spherion Corp/JPMorgan Chase

Distributed Computer Technician

•Management of tape operations which include mainframe, midrange, and distributed environments.

•Providing up to date and current documentation of Operation and Network Data Center activities daily and accurately.

•Monitor all of MVS Mainframe platforms.

•Scheduling the setup of all batch flow relating to Delaware through CA7 scheduler.

•Maintaining existing daily, weekly, monthly, quarterly, and yearly batch flow.

•Rebooting systems when scheduled.

•Responding to errors when jobs fail and contacting the right users.

•Printing Production labels and reports.

•Contacting vendors for repairs on equipment and systems.

•Media Library Management for Mainframe, Midrange, and DR support.

•Reporting incidents and status of shift to incoming technicians.

Hardware/Software used: UNIX, AIX, VMware, IBM Servers, EMC,

STK Silos, AS400, TSSP, ESL9000, 9Track Tapes and Drives, MS Word, MS Excel, Lotus Notes, Vertices, Tape

Drive (3480, 3490, 3590), People Soft, OS390/ZOS, JES 2, STK 9310, MVS/ESA, CA1/CA7, CA-Scheduler

8/1998 –12/2003

Spherion Corp/JPMorgan Chase

Tape Pool Operator

•Maintain accurate TMS logs for incoming/outgoing tapes.

•Track incoming/outgoing bank and vendor tapes.

•Assure that an adequate number of scratch tapes are outside/inside silos.

•Monitor various systems for tape mounts.

Hardware/Software used: MS Word, Excel, Lotus Notes, Vertices, StorageTech

Silos, 9Track Drives, VM, Tape Drives – 3480, 3490, 3590


2009 A+ Certification Training, Delaware Skills Center, Wilmington, DE

19941996 General Studies, Hagerstown Junior College, Hagerstown, MD

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