Customer Service Management
Resume:
GEORGE J KASTROS
Jackson, MI 49201
ac9kpp@r.postjobfree.com
My strength is in Systems Analysis, Business Analysis, Customer Satisfaction and MIS/IT Management. I have gained expertise by serving successfully in virtually every phase of the management, administration, supervision, project management and systems analysis in both technical and non-technical areas.
I have been the primary principal technical support analyst for Infor Infinium Products. I provide award winning support for Infinium ERP, Financial, HCM, Windows based HR Self-service, Windows WebSphere and ION products to customers world-wide by managing customer expectations, proactively identifying ways to prevent conflicts. Responsibilities include, installation, troubleshooting, problem resolution issues, defect identification and correction, enhancement development and process improvement. While my title is Technical Support Specialist, I preformed all Business and Systems Analyst functions. Special duties included working with the development team to interface the legacy systems with new technology, thereby preserving the customers investment in the current system while offering a modern interface. I developed knowledgebase articles as well as videos explaining how to better leverage customer’s investment in the Infinium product. After HCL took over support for Infinium, I successfully trained four off-shore individuals on the technical and application aspects of the Infor Infinium product.
At the City of Jackson, I had total management responsibilities of all City’s technology centers. Hardware included an IBM System I, Windows servers, Voice over IP, LAN & WAN infrastructure gear, Internet Web Page, and management of staff and vendors. I have many years of experience planning, implementing and supporting complex technology initiatives. Projects include moving the City’s IT and communications infrastructure to a temporary location and reducing current and future costs. As part of the streetscape project, the city installed conduits to each external location allowing expanded connections between various City locations. Then reduced communication costs by installing fiber links to these locations. As the primary technical advisor, improved operating efficiency by recommending, developing, implementing, maintaining new and existing technology infrastructures, prepared operating and capital budgets, identified specific technology costs for other departments and other city entities such as Water, Sewer, Public Works and Engineering as well as negotiated contracts with vendors.
I can offer you the benefits of extensive experience and an outstanding record of accomplishments with proven results. I enjoy challenges and feel my management, administrative, business and technical expertise would fit well with an organization that requires sound leadership and decisiveness. I am a confident, capable, experienced professional with very effective organizational, communication, and human resource skills. I wish to establish a relationship in a position that entails broad responsibility.
If my background, experience level, and goals are of interest to you, or appeal to your current or future needs, I would be pleased to discuss the matter in greater detail.
Sincerely,
George J. Kastros
Institute for Certification of Computing Professionals
Certified Computing Professional, CCP Specializing in Management & Systems Development
Certification Number: 041186 Issued: 05/01/1991 Expires: 12/31/2003
GEORGE J KASTROS
5305 Squires Manor Road
Jackson, MI 49201
ac9kpp@r.postjobfree.com
Career Direction Has Been Determined Based on Formal Education and Related Professional Training, Diverse Experience in Information Technology Management or Sr Business Analysis, Sr. Systems Analysis or ERP Analyst.
SKILLS
Management
Expert verbal and written communicator, multi-tasker, effective leader and team builder, proven people skills, detail oriented and strategically focused on enterprise, goal oriented and results driven, skilled negotiator, budget management, budget preparation, compliance management, conflict resolution, customer service driven, adapts to a changing environment, computer literacy. Access control, develop standards, disaster recovery planning, estimating, instructing and training, migration, procurement, planning, problem analysis, problem resolution, process improvement, product installation, project management, project planning.
Business Analyst
SDLC, Expert Verbal and Written Communicator, Problem Solver, Critical Thinker, Business Process, Business Objectives, Understands Business Processes, Defines Business Objectives, Effective Motivator and Team Builder, Customer Service. Computer Literacy, Conceptual Design, Collaboration, Creative, Detail Oriented and Strategically focused, Develops Business Objectives, Conceptual Design
Systems Analyst
Research and analyze project requirements, design, develop, and test, implement projects, change management, understands business processes, consensus building, effective motivator and team builder, customer service driven, computer literacy, expert verbal and written communicator, creative, database knowledge, project management, detail oriented and strategically focused, conceptual designer, process improvement, product installation, project management, project planning.
Customer Support
Software development, software support, support center technical management,
Other Skills
Management of IP Telephony, iSeries Administration, RPG Programmer, CLP, PTF. Knowledge of SQL, HTTP, CSS, JavaScript, HTML, XML, MS Access, MS Project. Expert with MS Excel, MS Office, MS Power Point, MS Word, MS Access.
WORK EXPERIENCE:
HCL AMERICA (11/16/2014 to 02/05/2018) Sr. Technical Customer Support Analyst
During my tenure at HCL and Infinium I developed award winning Customer Technical Support to customers. Consistently exceed customer expatiations with a 9.5 (out of 10) or better score in all categories. Primary support representative for integrating Infinium with Infor Ming.le, ION and BI.
Work independently as a technical and business analyst with customers, developer, and other stakeholders to provide premium remote support to Infinium customers for ERP, Human Resources, financial applications, Material Management, and technical system product application management, support for WebSphere and Infinium WebTop, HTTP server on iSeries and Windows servers.
Industries include hospitality and casinos, banking and finance, transportation, Medical, Utilities, and government. Customer base includes many Fortune 500 companies. Customers from the following countries: US, Canada, Mexico, Europe, Asia including China and Singapore and others.
Communicate with and collaborate with customers, development staff and Consulting services to analyze business needs and deliver: functional requirement for defect corrections, enhancements.
Collect requirement from customers (internal and external) thru WebEx meetings, document analysis and other means to develop product enhancement requirements.
Primary final QA tester and final approver of defect solutions prior to distributing to customer.
Created functional and technical specification sand interface requirements for defects and enhancements.
Identify consulting opportunities as well as prepare and submit specifications to Consulting Services thereby increasing corporate revenue
Administer Support iSeries including managing users, manage disk space, perform backups, and coordinate with operations. Perform all new product installs for Infinium products on the iSeries. Manage MS server supporting IBM WEBSPHERE 8.5.5. Administer WEBSPHERE on the iSeries. Apply Enterprise Applications (EAR) such as WEBTOP to server.
Develop and facilitate training by creating knowledge base training articles and videos for inclusion the self-help database.
Trained multiple off-shore staff by direct training, creation of training video and detailed knowledgebase documents for internal use. Record video briefings for customers and other analysts providing value added support.
Install applications on customers’ servers using remote product software.
Provide off-hours on-call support for worldwide customer base
Infor Global Solutions (03/13/2006 to 11/15/2014) Sr. Technical Support Analyst
Position outsourced to HCL
During my tenure at Infor and Infinium I developed award winning Customer Technical Support to customers. Primary support representative for integrating Infinium with Infor Ming.le, ION and BI.
Provide premium remote support (telephone, email and remote access) for Infinium customers covering all Infinium products including ERP, Human Resources, financial applications, Material Management and technical system product application management, IBM WebSphere with Infinium WebTop (web-based emulation substitute), HTTP server on iSeries and Windows servers, database server. Customers from the following countries: US, Canada, Mexico, Europe, Asia including China and Singapore and others. Industries include hospitality and casinos, banking and finance, transportation, Medical, Utilities, and government. Customer base includes many Fortune 500 companies.
Administer Support iSeries including managing users, manage disk space, perform backups, and coordinate with operations. Perform all new product installs for Infinium products on the iSeries. Manage MS server supporting IBM WEBSPHERE 8.5.5. Administer WEBSPHERE on the iSeries. Apply Enterprise Applications (EAR) such as WEBTOP to server.
Develop and facilitate training by creating knowledge base training articles and videos for inclusion the self-help database.
Record video briefings for customers and other analysts providing value added support.
Identify and correct problems submitted by customer.
Collected requirement from customers (internal and external) thru WebEx meetings, document analysis and other means to develop product enhancement requirements.
In cooperation with customer, define, evaluate and submit customer product enhancements.
Identify documents and submits consulting opportunities thereby increasing corporate revenue.
Install applications on customers’ servers using remote product software.
Consistently exceed customer expatiations with a 9.5 (out of 10) score in all categories.
Perform tasks from remote work-from-home using Email, Telephone and remote PC access tools.
Provide off-hours on-call support for worldwide customer base
City of Jackson, Jackson, Michigan. (03/2000 – 06/2004), MIS Manager
Responsible for overseeing all aspects of the IS department; all systems dealing with computers and communications as well as business analysis and process re-engineering. Responsibilities included acquisitions, implementation, and user training. Serve as the s security officer for AS400 and backup security officer for the Windows network. Once a project was budgeted, quoted, and set into motion, it was assigned to the respective personnel. Negotiated contract with ATT reducing telecommunications costs. Projects included moving City Hall to a temporary location and saving over $60,000 in equipment cost by replacing existing equipment rather than moving the old equipment. Saved additional by running fiber to other city locations and eliminating T1 communication lines.
Handled total management of the City’s data centers housing an AS400, several Win 2000 servers, Microsoft Exchange, Voice over IP, LAN & WAN infrastructure gear, Internet Web Page and related staff.
Completed projects by upgrading current software for different operating systems (OS/400, MS2000 Server, MS Exchange, SQL, Active Directory), and compilers, utilities.
Working with department heads and other COJ employees, conducted meetings, collected data via surveys, refined requirements into specifications, identified potential vendors, created an RFP and implemented a new City Income Tax subsystem.
Maintained system performance by acquiring new software and hardware and implemented vendor’s enhancements and updates (AS/400, RPG, CL, MS2000 Server, MS Exchange).
Ensured operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
Served consumers of technical services by advising in the definition of business and technology operations enhancements.
Maintained operating efficiency by recommending, developing, implementing, and maintaining new and existing technology infrastructures.
Prepared operating and capital budgets and identified specific technology costs for other departments and other city entities.
Maintained environmental facilities including UPS, backup generator power, fire prevention systems and HVAC.
Maintained Disaster Recovery and provided documentation for the D/R manuals.
Helped users accomplish job results by training and advising personnel.
Maintained quality service, established and enforced organization standards.
Develop and maintain end user documentation and training materials.
Stageright Corporation, Clare, Michigan. MIS Manager, (12/1997 – 02/2000)
Responsible for the overall management of computer business systems for three companies spread over four locations: StageRight, Rogers Athletic and FilCon. Supervised direct reporting technical employees and contract staff. Installed and implemented QAD upgrades for a processing company including an on-line, real-time system that encompassed Financial Modules, Cost Accounting, Order Entry, Scheduling, Bill of Material, Purchasing, Work Center Data Collection, Inventory Control, Shop Floor Control and Shipping, Purchasing and Order Entry. Planned/analyzed, designed, coded, and maintained business and manufacturing application ERP software (QAD MFG/PRO) on, Unix, and Windows Server; using Progress Data Base and QAD ERP system. Negotiated contracts and implementations of all hardware, software, LAN, WAN, voice and data communications including PBX Telephone and Voice Mail Systems. Developed and implemented companywide hardware and software standards. Developed software and hardware interface to Kronos Timekeeping.
Bay Medical Center, Bay City, Mi (02/1988 – 12/1997) Sr. Systems Analyst
Planned, implemented and maintained software packages. Identified user needs, recommended solutions, designed and coordinated the development of custom changes, converted existing data from a mainframe, and implemented the total solution. Tested enhancements and new releases; oversaw maintenance of in-house enhancements; and all file transfers to and from the AS/400 for Harris HR, Surgery, Material Management, and custom report downloads. Designed and developed computer programs using RPG, CL, CLP, SQL, programming languages and AS/400 Communications.
Installed and implemented hospital-wide Patient Accounting System including Michigan billing modules. Specific responsibility: Patient Accounting, Insurance and Patient Billing, Credit and Collections, electronic billing interface and other sub-systems. Developed COBOL programs meeting specific user needs.
FORMAL EDUCATION
Saginaw Valley State University
University Center, Michigan
Bachelor of Business Administration: Accounting & Management Information Systems
Achievements
October 2014 - Infor - Xtreme Achievement Award in Support.
March 2015 - HCL - STAR Certificate of Excellence
- EXCELLENT REFERENCES AVAILABLE -
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