Manager Customer Service
Resume:
Jeff Hutchins
*********@*******.***
Security+ Certified
Active DOD Secret Clearance
Information Technology Professional
An IT professional with extensive experience maintaining desktop,
network, and Mainframe systems. Demonstrated exceptional oral and
written communication skills as a Trainer and impressive
troubleshooting skills as a technician. Also, displayed excellent
teamwork and leadership skills as a team leader. Quick learner with a
diverse IT knowledge base to draw from.
Professional Experience
11/12/2012 - Present: Software Engineer
AAC, Inc, Maxwell AFB -Gunter Annex, AL
Install Oracle/Windows applications and databases in multiple
environments (Integration, Development, & Performance). Our
responsibility is to successfully install the Apps/DBs before
product is sent to the end user.
. Act as liaison to facilitate successful application deployments from
development through the CIE into targeted production environments.
. Employ prior development experience to provide "common sense"
solutions to technical problems.
. Manage logistics for project resources including personnel, equipment,
testing, and education.
. Deliver customized databases, software and training to staff both in
structured and informal settings.
. Assist in the identification of the root cause of development
problems.
. Work with CIE staff to resolve connectivity issues, ensure backups are
taken when needed, monitor patching efforts, and identify
discrepancies in PMO documentation to ensure projects are compliant
with targeted production environment regulations.
03/08/2010 - 11/20/2013: Service Desk Specialist, Level 2 - (Event
Manager)
Information Innovators Inc., Maxwell AFB -Gunter Annex, AL
. Provide Service Desk Support for AFNETOPS.
. Selected for team lead or 'Pit Boss' role supporting a team of 9
(Level 1 and 2) Service Desk Technicians.
. Pulled tickets from Remedy queues and assigned to Technicians to
work; Quality Checked team's tickets
. Helped Team Members resolve problems when needed.
. Chairman for Pit Bosses meetings to discuss/resolve issues and
suggest changes to upper management.
. Promoted to Training Manager on March 14, 2011. Manage seven
Trainers across three shifts.
. Train all new technicians; contractors and military.
. In the absence of the Site Lead and Deputy Site Lead, he is
responsible for the activities of the Call Center Floor and
reporting to Air Force management.
. Manage flow of Remedy tickets between detachments and upper Tier
levels to eliminate Ticket Tennis.
08/10/2009 - 03/05/2010: Intercall
Sr. Video Support Technician
. Connected and monitored Video Conference calls; resolved any
issues which occurred during call.
. Certified all new sites to ensure they could connect to bridge.
. Via phone and email, took information for new
sites/customers/rooms/devices and scheduled calls.
05/21/2009 - 08/08/2009 Ambassador Staffing/Intercall
Fraud Monitor
. Monitored phone bridges for fraudulent calls and reviewed hourly
reports for fraud activity.
. Terminated confirmed fraud calls; kept logs of all bridges
monitored and all fraudulent activity found.
03/03/2008 - 01/19/2009: TSYS, Columbus, GA
Client Relations Manager
Reason for leaving: Position terminated due to economy.
. Responsible for 4 Customer Service Analysts which supported the
needs of clients.
. Researched to determine cause of problems and recommended
solutions to resolve the problems.
02/2006 - 02/2008: Colonial Bank, Montgomery, AL
Production Control Supervisor
. Responsible for 6 Operations Analysts and the Enterprise
Scheduler. Provided final approval for all JCL changes going
into production and handled all of the scheduling of batch jobs.
. Worked with the following software applications; Control-M and
Control-O for scheduling of batch jobs, events, special
activities, etc., Mobius, a Report Distribution tool used to
create electronic copies of all reports, and Endeavor Change
Manager which housed all JCL, computer programs, DATALIBS, etc.
03/1985 - 12/2005: W.C. Bradley Co., Columbus, GA
Unix Operating Systems Manager
Reason for leaving: Position eliminated. Company moved manufacturing
to China.
Unix Operating Systems Manager (04/99 - 12/05)
10/03 - Assigned additional responsibility of managing the non-Unix
(Windows) Server team.
. This combined all server responsibility under one manager.
04/99-Promoted to Unix Operating Systems Manager.
. Managed a team responsible for the administration of multiple
AIX Operating Systems running in an IBM RS6000/Pseries
environment.
. Responsible for budgeting, vendor management, and equipment
leases.
. Recommended new equipment, purchased, and ensured it was
installed into production in a timely manner.
. Handled all hardware/software maintenance and leases on all of
the RS6000 related equipment.
. Responsible for Disaster Recovery (Business Continuity) for the
complete organization. Backed up all critical business
applications (90% Oracle), ran DR procedures, took tapes
offsite, and recovered files and/or system as required. Was
always able to recover any database/application needed. All
critical business databases and applications were backed up
using Tivoli Storage Manager (TSM).
. Converted from an RS6000 SP environment to Pseries without any
impact to the user community.
Computer Operations Manager (02/91 - 04/99)
. Responsible for day-to-day Computer Operations.
. Initiated a Help Desk for the company to report and track
problems.
. Started a PC Support team as company converted from CRTs to PCs.
. Successfully converted from a Mainframe environment to Open
Systems with no impact to the business.
. Responsible for the physical, electrical, and environmental
changes required for the new equipment.
. Backed up and recovered files and/or systems as required.
. Worked with Systems Programmer and designed a Disaster Recovery
(DR) process which reduced runtime for batch processing by 12%.
This also made it easier and quicker to recover systems during
annual offsite DR testing.
Computer Operations Supervisor (07/86 - 02/91)
. Acted in a Business Consultant role when problems arose with any
applications.
. Researched and implemented Batch Scheduling (CA-Scheduler) and
Report Scheduling (TRMS) Software.
Lead Computer Operator (03/85 - 07/86)
. Implemented changes reducing the nightly batch processing time
by approximately 30%.
1977 - 1985: Operations Scheduler, West Point Pepperell, Valley, AL
Computer Operator
. Worked his way up from entry-level Computer Operator to
Operations Scheduler
. TRMS
. CA-Scheduler / CA-Dynam/T
. VSAM
. Tivoli Storage Manager (TSM) 5.2
. AIX (v4/v5)
. Control-M /Control-O
. IBM 370/145, 370/158, 4341, 4381
. IBM RS6000-SP and Pseries (P660, P670, and P570)
. IBM Operations Systems: DOS/VSE, OSVS, OSMVS/JES2, AIX (v4 and
5L)
Software/Tools/Platform Experience
. Active Directory/DRA
. Windows Server
. Microsoft Windows Vista, XP, and 7
. Windows Remote Desktop
. Remedy 6.3 and 7.1
. Oracle Application Server
. Endeavor Change Manager
. DOS/VSE JCL
. CICS
. Roscoe / Vollie
. Oracle DBs/Applications
. MVS/JES2
. IBM Mainframes
. RS6000/SP2
. AIX, Linux, RHEL Operating Systems
. Websphere Application Server
. Oracle Application Server
. Life Cycle Management
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