Customer Service Representative
Resume:
K aren J. Knecht
Drexel Hill, Pa. 19026
610-***-**** Home
acenjl@r.postjobfree.com
Summary
I have extensive knowledge of all aspects of IT from being a Computer Operator,
Production Control/QA Analyst, Change Management/Change Control, Supervisor, and Technical
Support member and also have experience with Mainframe, Mid-Range, Unix, Tandem and PC
based systems. I have a customer support mentality and also a team player attitude.
Considerable troubleshooting and problem resolution skills. I also have acquired Project Leader,
Incident and Problem Management knowledge for numerous technical based projects.
Professional Experience
Comcast Horsham, Pa.
Tier 1 Technical CSR Analyst 05/2013- Present
Troubleshoot all internet issues between company and the business we serviced, including
configuring modems for static i/p. FTP, SFTP, PGP, PING, TRACEROUTE, etc Troubleshoot
TV cable and phone system.. Recreating the errors to interrogate and resolve problems.
Document all incoming problems and resolutions via BMC Remedy.
Wells Fargo Bank Philadelphia, Pa.
Communication Technical Consultant 02/2010- 08/2011
Moved clients from current communication platform to new one.
Responsible for transmissions were completed in timely fashion and investigating when any
type of failure occurred. This required knowledge of FTP, SFTP, PGP, (Dial-up, ISDN,
TCP/IP), NDM, and BISYNC, PING, TRACEROUTE, PGP, SSL, AS2 etc.
Users Inc. Valley Forge, Pa. Provider of software for financial transactions of Credit Unions
Technical Client Support Consultant 06/2009- 09/2009
Dialed in and updated /altered/deleted improper data at the Credit Unions to ensure
customer’s data was correct. Utilized Cache commands on Cache databases.
Troubleshoot Application issues with our software at the Credit Unions. Recreating the
errors to interrogate and resolve problems. Ensured that the proper versions of software
were maintained at client’s site.
Barclays Bank Wilmington, De. Credit Card provider and processor
Production/Transmission Support 10/2006- 02/2008
Implemented problem management procedures for updating and initiating trouble tickets for
proper resolution.
Resolved production job abends on UNIX and Datastage environments, correcting and
writing UNIX scripts, FTP coding, Connect Direct (NDM) coding.
Scripted SQL queries for interrogating the Oracle databases.
Responsible for ensuring the production schedules were completed in timely fashion within
SLA guidelines and investigating when any type of failure occurred utilizing BMC Control-M
scheduling software.
Inserted, deleted, and modified the BMC Control-M production schedules.
Create and maintain documentation for all batch processes and tranmsissions.
Documented production failure troubleshooting procedures, scripting, and coding, including
troubleshooting these errors. This could be from Unix/Perl scripts, C+, Java, etc.
Responsible for escalating errors to management and responsible departments, facilitating
incident and problems management calls to resolution.
Troubleshoot all transmissions between company and the institutions we serviced, also all
internal transmissions between multiple system platforms.
The platforms utilized were UNIX, NT, PC Lans, etc. Externally this included Mainframe
MVS, DOS, AS400, Windows 95, 98 2000, etc.
Responsible for ensuring the transmissions were completed in timely fashion and
investigating when any type of failure occurred. This required knowledge of FTP, SFTP,
PGP, (Dial-up, ISDN, TCP/IP), NDM, and BISYNC, PING, TRACEROUTE, etc.
Coded and scripted FTP and NDM procedures for external and internal customers.
Provided support on transmission and application issues for internal organization.
Implement production code utilizing CVS version control software.
Commerce Bank Drexel Hill, Pa. Commercial Banking Institution
Customer Service Representative 07/2006- 10/2006
Open accounts for customers after ensuring that correct accounts were utilized.
Resolved customer issues with accounts or ATM cards.
Created new ATM cards for clients if lost or stolen, referring to lost/stolen department for
follow-up.
GSI Commerce Valley Forge, Pa. Provider of Web support and monitoring
Production Control Analyst 01/2006-06/2006
Confirm web pages are correct after change implementation.
Responsible for escalating errors to management and responsible departments, facilitating
incident and problems management calls to resolution.
Document web errors in trouble tickets.
First Data Wilmington, De. Provider/owner of STAR ATM network
SR .Technical/Application Analyst 10/1996- 06/2004
Converted over 500+ transmissions from BISYNC to FTP or NDM transmission to ensure
more efficiently transmissions. Moving and converting from Mainframe JCL to Unix Platform.
Create and maintain documentation for all batch processes. Coded and scripted
FTP and NDM procedures for external and internal customers.
Investigated when clients complained of data errors and either resolved these errors or
referred to the appropriate internal group for resolution.
Accountable for problem identification, escalation and the implementation of the
solution. Notifying all departments and users when resolved.
Troubleshoot all transmissions between company and the financial institutions we serviced,
also all internal transmissions between multiple system platforms.
The platforms utilized were UNIX, TANDEM, NT, PC Lans, etc. Externally this included
Mainframe MVS, DOS, AS400, Windows 95, 98 2000, etc.
Responsible for ensuring the transmissions were completed in timely fashion and
investigating when any type of failure occurred. This required knowledge of FTP, SFTP,
PGP, (Dial-up, ISDN, TCP/IP), NDM, BISYNC, PING, TRACEROUTE, etc.
Provided support on transmission and application issues for internal organization utilizing
CA-Unicenter scheduling software. Correcting JCL and UNIX abends which led to saving
over 100 late transmission and customer’s data.
Documented FTP, NDM, BISYNC transmission troubleshooting procedures, scripting, and
coding, including troubleshooting these errors on TANDEM, UNIX, and NT platforms.
Prepared and taught classes on the Data applications as it pertained to producing of files for
transmissions, and the transmission protocols training other production support analysts and
operations.
Updating and initiating trouble tickets via Remedy.
The Vanguard Group Valley Forge, Pa. Financial Brokerage Company
Disaster Recovery Specialist 04/1996-10/1996
Prepare and implement a disaster recovery plan with associated documentation for the
restoration of a mainframe system utilizing VM with 3 MVS images.
Coordinate and schedule all necessary personnel required for the test including technical,
programming and clients.
Create and institute testing plans for Mid-Range and PC based servers for incorporation in
future testing plans.
Document and produce disaster recovery timeline based on real case scenarios.
The Pep Boys Philadelphia, Pa. Retail operations
Duty Manager Computer Operations 2/1990-03/1994
Supervisor Production Control Support/Change Control 03/1994-04/1996
Customize and maintain the CA-1 Database for tape management processing, established
the parms for non-MVS created tapes and for disaster recovery.
Customize and maintain the CA-DISPATCH database for report distribution. Customize and
maintain the ZEKE automated scheduler package for processing of the daily schedule of
over 500 jobs converting from the CA7 job scheduler. This included additions or deletions to
schedule batch jobs and calendar maintance. Customized and maintained the ZACK
automated console operator. . Have written PILS for the automatic starting of system jobs.
Elevation of production code on the MVS and UNIX system for application releases.
Executed make files, ensuring distribution to over 500 stores using UUCP via a TCP/IP
network.
Troubleshooting all hardware and software problems, including telecommunications across
a VTAM, SNA, XCOM, UUCP networks on a 3090 MVS, AS400, and UNIX platforms.
Software utilized on mainframe included CA-7, TSO/ISPF, Mainframe JCL, IBM
Utilities, JESII, SyncSort, Textpad, File-Aid,VSAM,DB2, CICS.
Accountable for problem identification, escalation and the implementation of the
solution. Notifying all departments and users when resolved.
Coordinate and schedule all necessary personnel required for the Disaster Recovery test
including technical, programming and clients.
Create and institute testing plans for Mainframe, Mid-Range and PC based servers for
incorporation in future testing plans.
Implement production code utilizing Changeman version control software for application
releases
Septa- Philadelphia, Pa. Public Transportation Company
Supervisor Computer Operations 07/1989-02/1990
Oversee daily operations staff and production schedules.
Troubleshoot and correct JCL errors and production abends.
Perform system monitoring via OMEGAMON.
Provide technical support to Operations and Programming staff.
Develop shift schedules and training requirements for staff.
SEI Devon, Pa. Financial Company
Production Control Support Analyst 06/1987-07/1989
Prepare and process production schedules utilizing CA-SCHEDULER.
Troubleshoot and correct JCL errors and production abends.
Coded JCL for IBM utilities for use within the production streams.
Coded and debugged utilities for ADABAS databases.
Provide JCL and CA-SCHEDULER training for Operations.
Education
Pierce Jr. College, Philadelphia, Pa.
Major: Computer Science 1986 1 Year
Computer Learning Center- Certificate Computer Operations 1982
Ca-1 System and operational Concepts
Xerox programming HDL_HFDL_JDL
SMPE Systems programming
UNIX - Introductory SCO
UNIX Commands and Scripting
Data Communications 1
Network Communications 1
Role of the Manager
Teamwork- Management Seminar
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