Jon W. Reimer

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

Jacksonville, Florida

904-***-****

ac1r1w@r.postjobfree.com

Objective

Computer Operations

Customer Service

Call Center

Summary

Computer Information and Customer Support Specialist with a strong background in computer operations, Help Desk, Customer Support and Call Center positions. Broad experience and knowledge in Server technology, SAP/R3, Mainframe and PC systems. Ability to troubleshoot and problem solve directly with clients. Significant experience in customer contact and problem resolution. Excellent record of developing and maintaining customer satisfaction through attention to detail and follow-up. Innovative problem solver who takes initiative and enjoys working independently or on a team. Able to work in fast paced environments under pressure situations.

1.Operating Systems - 3090, SAP/R3, Windows/7, UNIX, AS400

2.Mainframe Software - MVS/ESA, JES2, VTAM, TSO, IMS, DB2, CICS, NETVIEW

3.Job Control – Cronacle, CA7, CA11, CAScheduler, CAUnicenter, JCL, Autosys

4.Programming - COBOL, Basic, REXX, Microcomputer programming

5.Automation Software – HPOVO, ATM/MVS, ATM/XA, Open Interface

6.PC Software - All Microsoft Office products

7.Network Protocol – Use of HTTP, FTP, NDM, and EDI

8.Infosys, Infoman, Remedy, Outlook, and a variety of others

Professional Experience

Contractor for Southeastern Grocers

IT specialist Jacksonville, Florida

2017

Worked in IT department monitoring the nightly

production schedule. Ensured all stores received

their oders properly. Opened incident tickets on

job abends, network issues, and other hardware

and software problems. Followed through with

such problems to ensure they had been resolved.

Monitored online problem alarms and responded

approiately

Convergys

Call Center Agent Jacksonville, Florida

2015 – 2016

Handle incoming calls for AT@T regarding Uverse TV,

Internet, DirecTV, and Voice. Trouble-shoot technical

Issues, billing questions, and setting up accounts. Open

up trouble tickets using CRM.

Self Employed

Apartment Owner and Manager Wisconsin

2013 – 2015

I took some time away from Computer Operations work to re-model

and upgrade two apartment buildings I own, and my home in order for

them to be sold so I could move to Jacksonville.

Adecco Staffing Delavan, Wisconsin

Contractor for Northwesternmutual Franklin, Wisconsin

2010 - 2012

Computer Analyst

Monitored the nightly production schedule on the distributed and mainframe

platforms using Autosys and CA7. Trouble-shooted and escalated job failures.

Utilized HPOVO to document problems with the network, hardware, and

and software issues. Fielded customer calls regarding password resets.

Diagnosed network issues using various protocols using FTP, HTTP, and NDM.

Performed job restarts, reruns, and on demand jobs using proper documentation.

Ran scripting tests to ensure all SLA’s were met. Scheduled new nightly jobs

Into Cay when necessary.

WW Grainger Incorporated Niles, Illinois

2002 – 2010

Senior Computer Operator

Main duties were to monitor production control using Cronacle, monitoring

for hardware, software, and network issues, escalation of problems to management,

and training of operations staff. The environment includes HP Openview, UNIX, Server

technology, Cronacle job scheduler, Outlook e-mail, SAP/ R3, and Microsoft products.

Handled incoming customer calls resolving system issues, accessing applications,

and general questions. De-escalated customers frustration when necessary. Opened

customer tickets and escalated to correct department when 1st tier was unable to resolve.

Continued to monitor ticket and made sure progress was being made. Stayed in contact

with the customer until problem was resolved.

Cardinal Healthcare Incorporated Waukegan, Illinois

1997 - 2002

Enterprise Operator

Worked closely with software groups in the conversion from IBM Mainframe to Unix, SAP, and

server technology.First level support for problem handling with the network, job control, customer problems, applications, hardware, and server technology. Developed procedures for new applications. Trained all new personnel and junior operators. Was responsible for production control using CAScheduler and CAUnicenter.

Education

Harper College, Palatine, Illinois

Have taken a variety of college classes in IT

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