Customer Service Manager

Jmoore

Janet Kay Moore

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

#Y**6

Shoreline, WA 98133

Mobile: 702-***-****

Email: ******@*****.***

WORK EXPERIENCE:

City of Seattle 6/2013 – Current

Data Center Operations Facilities Coordinator

- Responsible for all operational functions that support the City of Seattle IT Data Center which

houses approximately 1,000+ critical network and server components used by all City departments.

- Ensures 100% availability of the 7X24X365 Data Center to meet customer objectives.

- Operational functions include but are not limited to; monitoring environmental systems, disaster

recovery/business continuity procedures, security access, and systems monitoring and reporting.

- Manage the ongoing operations of existing equipment, participating in the design and

implementation of upgrades and replacements as needed.

- Work with vendors, providing customer relations and exemplary customer service.

- Manage and lead a variety of projects, to include hardware and software enhancements to existing

infrastructure within the Data Center.

City of Seattle 4/2013 – 6/2013

Computer Operator Tech

- Perform assigned computer operations activities; including daily processing of production

application programs, monitor scheduled jobs and system/equipment availability via CAAutosys.

- Troubleshoot, diagnose and resolve problems with production application programs and troubleshoot

equipment malfunctions using vendor support and on call technical analysts.

- Print, bundle and distribute reports to meet customer-directed delivery schedules; provide daily

application processing status updates to customers; and prepare tape library data tapes for off-site

storage/processing; working in a diverse team environment.

- Provide support and monitoring of server hardware, software, operating systems, network hardware,

data center facility equipment, and environmental and data center physical security monitoring.

NV Energy 5/2007 – 3/2013

Computer Operator

- Monitor all computer operations functions on the mainframe and in Applications Manager.

- Monitor job submission and add new jobs per requests.

- Monitor all environmental hardware and software, correcting problems that may arise.

- Responsible for report distribution and bill processing.

- Troubleshoot system problems, resolve when possible or contact appropriate on call personnel.

- Print customer bills and notices for the mailroom daily.

Jmoore

- Perform customer service duties for after hour’s users regarding security and applications issues.

- Act in a Help Desk capacity after hours, opening tickets and resolving/escalating if necessary.

- Decommission servers, to include removal of all network cables and cleaning of the drives.

- Utilize Change Management to monitor changes that affect users and production.

- Maintain daily logs on activities and update spreadsheets with information on daily processing.

- Write and maintain procedural documentation for daily/weekly/monthly duties.

- Create and maintain Critical Monitoring Tool spreadsheet for daily activity and auditing purpose.

- On line training and certification in Microsoft Office programs (Word, Excel, PowerPoint, Access,

SharePoint, and Outlook)

- Communicate effectively with both technical and non-technical audiences.

- Provide 24/7 coverage; successfully multi-tasking in a high stress, rapidly changing technical

environment.

Nevada Cancer Institute 5/2006 – 5/2007

Computer Operator

- Monitor the various windows servers within the computer facility for any problems, resolve or

contact the appropriate personnel

- Monitor backups to ensure successful completion, ensure tape rotation and offsite storage is handled

according to policy

- Perform tape restores as necessary.

- Write and maintain procedural documentation, create checklists for daily/weekly/monthly duties.

- Create new user accounts in Active Directory.

- Disable terminated users, reset passwords, update accounts with new access rights when necessary.

- Create new employee's phone extensions via Cisco Call Manager Software.

- Create voicemail accounts for new phone extensions via Cisco Unity Software.

- Configure Cisco Phone hardware for new employees.

- Cable and activate ports on the Cisco switches.

- Monitor the Email Firewall to ensure automated virus software is updating as scheduled. Handle

messages in "white list" queue accordingly.

- Monitor the medical applications/interfaces to ensure the medical billing/patient data is accurate and

available for the staff at all times.

- Maintain the outage log with any issues that may arise.

- Interface with systems analysts and maintenance vendors to coordinate recovery actions.

TEK Systems at Las Vegas Water District 12/2005 – 5/2006

AS400 Computer Operator

- Monitor batch processing on the various systems, perform backups, and maintain tape libraries and

procedural documentation.

- Troubleshoot system problems, resolve when possible or contact the appropriate on-call personnel.

- Provide first line user support to the users within the call center facility.

- Monitor console messages and respond appropriately.

- Monitor network and ensure connections are active.

- Operate setup and maintain computer peripherals.

- Assist in training new employees.

Jmoore

- Write and maintain procedural documentation.

- Perform backups/restores as necessary.

- Maintain tape libraries and tape storage documentation.

ARROWEYE Solutions 6/2005 – 12/2005

Customer Support Manager

- Supervise daily operations of the customer support team.

- Hire, train and maintain a staff for 24/7 coverage.

- Write and evaluate procedures and documentation for the department.

- Conduct surveys and evaluate customer’s feedback to improve our service.

- Handle all credits, charge backs and promotional offers.

- Conduct conference calls/meetings with clients and customers.

- Maintain and update our CRM as the data changes.

- Create and maintain spreadsheets to track trend analysis.

- Prepare and provide reports to upper management on CS data.

- Actively pursue new ideas to improve the customer experience.

ALCOA 6/2002 – 6/2005

Network Support Computer Operations

- Monitor operations on the Unisys IX6000, DEC VAX, and HP 9000 K-Class; using operating

systems OS2200, VMS, and UNIX

- Print and distribute user reports nightly

- Troubleshoot system problems and escalate if necessary

- Perform backups and maintain tape libraries

- Perform tasks that require a thorough knowledge of the operation and control of large-scale computer

systems.

- Perform large job schedules each day, monitoring for pre-requisites and handling jobs that error.

- Work alone, handling all tasks to include--consoles, batch job schedules, printers, paper, tapes,

phone, system/network monitoring.

- Perform tasks that require an array of knowledge about networks, broadband, pc’s, Windows NT,

Microsoft Word, Excel or equivalents

- Provide Help Desk support for all systems

- Perform operations that require attention to detail, accuracy, environmental factors, monitoring

multiple systems and the network

- Provide excellent phone/customer service to the users

- Responsible for reading procedures/manuals on own and keeping up with changes. Self-starter when

it comes to keeping procedures updated

- Work alone and possess the ability to learn & adapt with minimal guidance

Wahl Clipper 12/2001 – 6/2002

AS400 Computer Operator

- Monitor all processing on the AS400, respond to messages; troubleshoot system problems

- Support personnel accessing the AS400 via LAN and WAN

Jmoore

- Troubleshoot and correct problems with hardware throughout the plant

- Create user profiles, issue passwords, reset terminals and printers

- Create queries to produce specific reports for different departments

- Process daily queries to produce sales analysis and marketing reports; distribute reports to users

- Create and monitor backups on AS400, Novell, Email, and Citrix servers

- Write and maintain procedural documentation for the all systems

- Maintain tape libraries

Boise Cascade 4/2000 – 11/2001

AS400 Computer Operator

- Monitor nightly batch processing on the AS400, perform backups, and maintain tape libraries and

procedural documentation.

- Troubleshoot system problems, resolve when possible or contact the appropriate on call personnel.

- Provide first line user support to the users within the call center facility.

- Distribute reports from nightly batch jobs, prepare and print refund checks, credit memos and

invoices.

Bryan Cave LLP 9/1996 – 3/2000

Network Support Computer Operator

- Perform nightly backups on all systems in a multi-platform environment, monitor system activity

locally and at all remote offices.

- Execute nightly batch jobs to collect billing data from the various LAN based systems, and import

this data to the HP based accounting system.

- Write and maintain the procedural documentation for the various systems’ operating manuals and

tape libraries.

- Monitor console messages and responded appropriately.

- Monitor numerous communications processes, to ensure continued activity.

- Assist in training new employees.

- Assist in writing operating procedures and operating manuals.

- Coordinate with operators of collocated and remote systems interacting with the network to resolve

any system problems that may arise.

US Air Force 3/1987 – 8/1996

Network Operations Computer Support and Operations

- Supervise a thirteen node LAN, configured to a WAN.

- Provide 24 hour customer support to worldwide customers interacting with the mainframe and

networks within the consolidated computer facility at Scott AFB.

- Responsible for tracking support requests, identifying problems to a component level, and resolving

or dispatching the appropriate on call agency.

- Responsible for troubleshooting software and hardware problems on the various systems.

- Interface with systems analysts and maintenance vendors to coordinate recovery actions.

- Monitor status of customer work requests and make escalation reports as required.

- Perform trend analysis and provide standard management reports.

Jmoore

Education:

UNLV

Las Vegas, Nevada US

90 credit hours completed towards my Bachelor of Arts Degree in Business Management, maintaining

a 3.5GPA.

Sauk Valley

Dixon, Illinois US

Associate of Science Degree - 5/2005

Relevant Coursework, Licensures and Certifications:

4/2002 AS/400 Operations Course – Lakeview Advanced Solutions/Chicago, IL

3/1994 Management/Supervisory Course – USAF

6/1987 Information Systems Operations – USAF

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