Customer Service Help Desk

CHESTER W. PORTER

**** **** ****** *. * Bessemer, AL 35020 * 205-***-****

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

EDUCATION

Jacksonville State University

Jacksonville, Alabama Major: Political Science

TECHNICAL/ADMINISTRATIVE EXPERIENCE

IBM AS400 Sales Place Software

IBM Servers Lotus Notes

SAP Kronos

Front Range Software MS Office Applications

Hand-Held Hardware Support

Inventory Control

PROFESSIONAL/CIVIC AFFILIATIONS

13th Educational Enrichment Program – Founder

Carver Civic League - Member

Library Board Foundation

Bessemer City Council

Jefferson County Planning & Zoning Board

FBI Multi-Cultural Board

PUBLIC TRUST CLEARANCE

PROFESSIONAL EXPERIENCE

IT Systems Operations/Help Desk Support

Coca Cola Bottling United – Birmingham, AL September 1998 – May 2017

Maintain IBM iServers, Maineframes (AS400, iSeries) PTFs and CUMs updates

Responsible for Logical Petition of Servers, IPL of Servers, Monthly/Daily Backups

End User Software, Hardware Peripheral support and Helpdesk Support utilizing Front Range System Software.

End User System Testing and Deliver Software Training

Monitor Daily Operations of Multiple iSeries and i5/OS and peripherals

Address iSeries and SAP BASIS Service Desk Tickets related to operations, SharePoint, AD and Life Cycle

Monitor the archiving of all iSeries and i5/OS back-up media

Develop and maintain SAP, BASIS, iSeries and i5/OS and related hardware and software documentation.

Handheld support of end users out in field

Handheld communications working with servers (i.e. Communications inbound/outbound/senders

Partner with IT Personnel in areas related to overall performance of iSeries and i5/OS, SAP and BASIS.

FRS Help Desk System Eleven (15yrs). Maintain logs and updates of all service incidents/requests.

Sales Place Help Desk System (8yrs). Maintain logs and updates of all service incidents/requests.

Support end user BASIS Security and system authority levels.

Job scheduling of jobs and canceling of active jobs and monitoring of all jobs.

Disaster Relief Recover

Month end/year Financial reconciliation

Customer Service Lead/Service Dispatcher

Coca Cola Bottling United – Birmingham, AL January 1992 – September 1998

Overall accountability and leadership responsibilities associated with managing and supporting Corporate Accounts

Negotiated purchasing contracts for office supplies and responsible for order management

Audits of IT software and end users security.

Handled National Chain Accounts Customer Escalations Coached and Developed a Team of 4 Customer Service Associates Managed the ordering and implementation of parts for fountain units in support of National Chain Accounts

Dispatched all service tech. to daily problematic service calls

References: Available upon request

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