Customer Service Manager

Sandra S. Wright

PO Box ****** Atlanta, GA ***** . Phone: 770-***-**** . accokr@r.postjobfree.com

SUMMARY

IT professional with an extensive background in customer service, support,

end-user training, and remote systems support. Ability to work

independently with minimal supervision. Capable of developing action plans

with timelines. Analyze problems, clearly articulate recommendations, and

follow through with results on schedule. Goal-oriented, highly organized,

with excellent communication/interpersonal skills and the demonstrated

ability to interact with all levels of management. Personal ongoing

development aimed at increasing job skills.

TECHNICAL QUALIFICATIONS

IBM AS/400 (Robot/Save, Scheduler & Mounting of NTFS Drives

Network) IBM 3494 Tape Silo Library VPN & Related Security Connectivity

Disk Storage Array (Re-Striping Hard

TCP/IP Drives)

Linux/Unix (Redhat & SUSE Enterprise) Adding Firewalls on devices

Netview/Tivoli Framework Oracle database

PL/SQL Oracle Administration

Novell FTP

Installation of Windows Server 2008 VOIP

IP Routing Changes Network Monitoring

VOD (Video On Demand) Solaris

Active Directory Visio

Microsoft Project

PROFESSIONAL EXPERIENCE

IHG (The Intersect Group) July

2013 - Present

System Admin 1

. Perform system administration duties on Linux OS infrastructure

. Document client problems and resolutions in Remedy ticket

. Maintain database ensuring it is updated with latest products,

services and procedures

. Coordinate with Savvis and Verizon Global support centers to report

network outages

. Ensure device (Firewall) network not open to the public

. Provided technical support to IHG Global customers, ensuring that

customers' SLA agreements were met

. Monitored backend systems for performance issues

Innotrac (Fahrenheit Staffing) - Alpharetta, GA

October 2012 - January 2013

Report Writer Analyst

. Assisted with formatting of Crystal Enterprise 7.5 reports and QA

testing of reports in SAP Business Objects

. Worked with Seagate 3.1 reports in migrating over to Crystal

Enterprise/Business Objects environment

. Provided support in the reporting environment Seagate, Crystal

Enterprises and (BOXI) Business Objects XI

ACI Worldwide (Edge Technology) - Norcross, GA

August 2012 - September 2012

Oracle Analyst

. Setup user accounts within the Salesforce ticketing environment

. Worked in the Linux and Windows based OS

. Senior technical consultant responsible for reporting and remediation

of Level 1 and II protocols for GL accounts, iExpense reports and

notification alerts

. Setup user timecards and other system modules through the Oracle

platform

Ericsson - Duluth, GA October

2010 - August 2012

NOC Engineer

. Selected to train new and existing employees

. Coordinate with SeaChange, Arris and Cisco regarding any related

support issues

. Analyze and provide information with Provider regarding any issues with

Pump Vendors (QAM)

. Monitor Video On Demand (VOD) and HDTV packet flows to ensure delivery

to customer

. Re-stripping of failed hard drives

. Receive inbound customers calls/emails and provide advanced technical

support to product customers

. Analyze and resolve technical issues related to data packet delivery

and compression (mpeg2, mpeg 4 and VC1)

. Perform system administration duties on Linux OS infrastructure (Redhat

and Centos distributions)

. Document client problems and resolutions in Remedy ticket

. Maintain database ensuring it is updated with latest products, services

and procedures

. Maintain commitments to Service Level Agreements SLA

. Coordinate with AT&T and Verizon Global support centers to report

network outages

. Ensure device (Firewall) network not open to the public

. Use of Putty, Cygwin, Ponderosa for daily troubleshooting

AT&T (TekSystem) - Alpharetta, GA May 2010 -

August 2010

Contract Data Analyst

. Ran daily Crystal Reports using data extracted from SAP Database based

upon customer's criteria

. Scrutinized data for accuracy and also compiled statistical analysis

and data trends reports to management

. Performed QA testing on pre-production applications

. Tracked incidents and resolutions with Remedy

. Maintained client's data to include financial records in SAP

Fiserv - Norcross, GA October

2009 - February 2010

NOC Help Desk Technical Analyst

. Trained incoming and existing staff on updated procedures and processes

. Provided 24*7 technical support to major financial intuition's online

banking portals (i.e. Bank of America, Chase, Wells Fargo and others)

. Coordinated technical escalations between groups internal/external to

Fiserv

. Evaluated client system generated notifications (BMC Alerts)

. Monitored Linux and Apache web server logs for possible client issues

. Performed general system administration on Linux and Unix based servers

. Provided timeline to escalation teams to ensure client's SLAs were met

or exceeded

. Maintained detailed records of all client interactions in Remedy

ticketing system

. Centralized training materials, knowledge base and other team-related

documents in SharePoint

. Created Lotus Notes accounts

UPS - Supply Chain Solutions - Alpharetta, GA

August 2007 - August 2009

Change Mgmt. & Configurations/Deployment Analyst - 3rd Level

. Provided technical support to UPS Global customers, ensuring that

customers' SLA agreements were met

. Coordinated new deployment and releases with the DBA team for weekend

release outages

. Deployed/staged codes for new and upcoming releases within Team Track

and Version Manager

. Provided support in the Reporting environment Seagate, Crystal

Enterprises & (BOXI) Business Objects XI

. Monitored e-commerce transactions data flow (B2B, EDI, Biz Talk and MQ)

. Performed end-to-end connectivity analysis, to ensure client's data

path to its destination

. Verified data file integrity (XML and Flat files) to ensure files were

received and properly translated

. Performed administrative functions with the following business tools:

Toad, PL/SQL Developer version 7.1.5.1398, XML Marker, Putty, Oracle,

and SQL Server 2005

. Centralized training materials, knowledge base and other team-related

documents in SharePoint for customer and management visibility

Application Production Support - 2nd Level

. Supported Business Applications (i.e. MQ, EDI, Oracle, Exceed,

PeopleSoft and Vantive, WMS, PKMS,)

. Provided support for performance issues for LAN, Wireless and RF

networks

. Monitored backend systems for performance issues (i.e. Oracle 11i,

UNIX, Linux, Citrix servers, Solaris, VPN, NAS and TCP/IP)

. Created and ran SQL queries in Oracle 11i database, Toad, PL/SQL

Developer version 7.1.5.1398, XML Marker, Putty, SQL Server 2005

. Setup printers for global clients in both UNIX and Windows environment

. Created documentation procedures for the new hires

. Managed Active directory with NetIQ (DRA)

Network Operations Control Analyst

. Monitored and maintained data integrity in a Global Wide Area Network

(WAN) infrastructure

. Performed advanced diagnostics of network hardware and associated

components through a SNMP or equivalent interface

. Performed high level troubleshooting utilizing Network Management

Systems (NMS), network scripts and report analysis to resolve customer

outages in a timely manner

Spartan Resources (Cox Communications) - Alpharetta, GA

January 2006 - August 2007

Contract Command Center Specialist II

. Provided training for the new hires

. Monitored various computing platforms such as UNIX, AS400, NT and

applications such as PeopleSoft

. Trained in VOIP

. NOC environment setting

. Monitored and maintained control of all Billing Operations

. Tracked to ensure all Service Level Agreements (SLAs) were met

. Generated trouble tickets when appropriate, using the Keystone Remedy

Ticket software application

. Took Lead role in the absence of the manager

Coca-Cola Enterprises Inc. - Atlanta, GA

June 1992 - November 2005

Network Operations Analyst

. Provided leadership and mentoring to junior personnel on staff

. Monitored, analyzed and resolved Robot/Save backup issues in an AS/400

environment with over 30 systems running OS/400 V5R1 operating system

software

. Assisted with Active Directory to track virtual machines within the

company/data centers

. Assisted in the installation and configuration OS/400 upgrade software

and 3rd party system software

. Functioned as the Lead Analyst on Operations special projects

. Assisted with the relocation shutdown of various Data Centers which

worked directly with the Disaster Recovery team

. Responsible as the Lead Tape Librarian for tape management

. Coordinated all deliveries and pickup of the companies data and tape

media from the off site storage facility

EDUCATION

ITT Technical Institute - Duluth, GA

2010 - 2012

Graduated - Associate Degree of Science in Information Technology -

Computer Network Systems

DeVry University - Alpharetta, GA

Presently Attending

Pursuing Bachelors of Science Degree in - Human Resource Management

Founding member of AITP (ITT Technical Institute Duluth Chapter)

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