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Customer Service Technical Support

Memphis, Tennessee, United States
January 30, 2018

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Tony E. Jones

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

Memphis, TN 38125



Established a 12+ year history of effective MIS project involvement, systems management with combined expertise in hardware and software applications management with combined stages through completion multisite hardware installation, upgrades, system administration, as well as provided input on software development

Demonstrates ability to improve business operation by establishing methodologies from scratch to define, measure and analyze data

Proven reputation for ability to take charge, orchestrate resources and efficiently guide projects toward cost goals, completion deadlines, and functionality requirements

Background includes system development and hardware administration projects; consulting, budget, purchasing, and personnel management

Offers expertise in coordination of technical (preventive/corrective maintenance/technical troubleshooting)

Outstanding customer service, oral and written communication skills

Exceptional and thorough application of problem-solving techniques with exceptional enthusiasm towards continuous quality improvements.


Microsoft Suite, Lotus Notes, Group Wise, Outlook, CICS,IMS,ISPF,SDSF,IOF, JES2&3, Omegamon, Candle, Domino, Omniview

Scheduling Packages: Autosys Zeke, UCC7, UCC11, Control-M, CA-1, CA-7, Jobtrac, JCL

OPERATING SYSTEMS: OS390, OS400, System38, DEC/Alpha, Unicenter, Unix Red Hat, Meditech, Epic, Nex Gen, WMS

Problem Tracking, Expert Advisor, PMS, Netman, Infoman, Remedy,Magic,Heat, GroupWise and Kisam

HARDWARE: 3590s,3490s,3422,Magstar(Tape Drives) CMOS-9672,AS/400, ES9000, 3800, 4245,Datamax printers, IBM Roll Feed printers, RFI Hand Held



Martin Army Community Hospital (Contract) September 2014 – Present

Fort Benning, GA

Implementation Manager

Training in house staff using Omnicell Supply cabinets

Building par level databases, reorder and stocking levels

General reporting on usage, expiration date, cycle counts

Federal Express (Contract) November 2013 – July 2014

Memphis, TN

Batch Scheduler

Monitored batch processing correcting job abend errors

Handled all priority jobs, such as ground, air and peak times

Tracked request for adhocs. Processing all request sent via RT

Supported IMS/CICS DBR databases by identifying databases for production batch processing

Internal Revenue Services (Contract) March 2013 – July 2013

Memphis, TN

Computer System Analyst

Monitored nightly batch processing to ensure timely completion

Logged tickets, monitoring control-M, fixing all abends

Shift turnover call with all departments

Moderator for change control

Shelby County Healthcare Corporation (The Med) August 2005 – March 2013

Memphis, TN

Systems Coordinator – Materials Management

Managed Omnicell Supply Cabinets automated system reordering supplies, setting par levels reorder point, created a put back systems(returns for items not used) prevented over stock

Monthly reporting, cycle counts, expiration date checks, training staff, product recalls, setup new users, stock outs

Monitored server, implementing upgrades, scheduling system downtime, report writing, on-call, ABC analysis

Implementation / Configuration / Installation new cabinets, product conversion item number catalog number changes

RFI specialize in the support, installation, maintenance and service

Provided system backups

Harrah’s Entertainment (Contract) March 2005 – May 2005

Memphis, TN

Senior Technician

Supported the implementation of the internal business system and technology

Maintained operating procedures configuration and user documentation

Recorded problem symptoms and status information through the use of computerized problem management system

Performed follow-ups and escalation of outstanding problems

Extensive background with active directory

Federal Express Corporation (Contract, part time) April 2003 – September 2004

Memphis, TN

Airfreight Systems Analyst

Duties included scheduling flights and trucks for heavy weight pickups, calculating ground time between stops

Making flight schedule adjustments and re-routing flights when holidays occur

Created substitution routes, monthly fly out report

Notifyied end user when flight routes change

First Consulting Group (UT Bowld /The Med (Contract) January 2001 – February 2005

Memphis, TN

Computer Operator / Systems Analyst / Supervisor Computer Operations

Daily responsibilities consisted of closing previous day business

Help desk incoming call from end users

Monthly pharmacy uploads

Weekly Decision Data EDI transmission, NST

Setup new users access, customer surveys, report writing

Bristol-Myers Squibb / Meade Johnson (Contract) June 2000 – December 2000

Evansville, IN

Operations Analyst

Assisted shift operators when productions problems occur, abends, jcl errors etc.

Monitored backups for AS/400 running on Unix platform

Maintained procedures for report distribution

Implemented directive and provide leadership, strategic planning, motivation

Diagnosis of problems, intervention when needed

Ascension Health, ISD (Contract) November 1999 – June 2000

Evansville, IN

Production Control Analyst

Provided second level technical support to determine hardware and software problems

Building and testing schedules before rollout (AutoSys Zeke)

Primary support for rollout of new Thin Client Computers

Second level support for AS/400

International Paper, Inc. (Contract) January 1998 – November 1999

Memphis, TN

AS/400 Technical Support/Jr. Systems Administrator

Optimized company time and reduced calls to minimum talk time

Applying PTf’s

Assisting end-users with hardware and software issue

Rotating on-call

Conducted telephone based troubleshooting to identify conflicts or complications

*Job searching during this break in the resume.

Schering-Plough Corporation/ Maybelline, Inc. October 1984 – March 1998

Memphis, TN

Senior Computer Operator

Monitored nightly production, helpdesk responsibilities

Daily and Weekly system backups, IPL system

Preventived maintenance tape drives, printers

Assisted in training and scheduling new hires

Worked directly with shift supervisor preparing computer operations procedures


Overton High School May 1979

Memphis, TN

High School Diploma

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