Customer Service Manager
Resume:
K E N LY O N S
Georgetown, On Home: 905-***-****
Email: *******@*********.** Cell: 416-***-****
Profile
• I am an effective team player where I can utilize my knowledge and professional
experience to contribute to the overall success of the organization.
Key Skills
• Excellent relations with colleagues and customers at all levels
• Strong analytical, organizational and problem solving skills with the ability to address
both technical and business concerns
• Highly motivated and a Team Player
• Customer service oriented both internally and externally
KTL Consulting 2010 – Present
Manager
Georgetown On
• PC Consulting to local seniors and small business
o Includes training, software updates and or upgrades
o Hardware repairs and upgrades
o Hardware and software recommendations based on user requirements
o Lan/Wan networks
Fiesta Barbeques 1994
- 2010
IT Manager / Inventory Control
Brampton ON, Mississauga ON & Dickson TN
• Oversee IS department, providing user and hardware support to locations in Canada
& US – with one central data centre in Canada
• Achievements
o Design, Test and Implement
Call Center
Website
E-Mail System
IVR
• Manage day to day operations of various OS/Hardware platforms
• Responsible for 3 iSeries/AS400’s Including:
o iSeries S20 running a BPCS ERP system
o iSeries 810 running Lotus Notes / Domino’s mail/web server
o iSeries 170 running Trusted Link EDI
o Overall systems performance
Page 1 of 4
K E N LY O N S
Georgetown, On Home: 905-***-****
Email: *******@*********.** Cell: 416-***-****
o Security Officer / Administrator for all platforms
o Setup and maintain user profiles both internally and remotely
o Perform regular system maintenance i.e.: data and disk cleanup, IPL’s and
applying required PTF’s / Cumes
o Setup and maintain Client Access/iSeries Navigator
o Install and configure various network devices such as workstations, printers,
scanners, fax and photocopiers
o Setup user defined data libraries
o Create and maintain Query400 applications
o Configure BRMS to perform automated daily data backups and schedule full
system backups. Data/System restores when required
o Install new and /or upgrade application software as well as any additional
licensed iSeries system software
o Manage FTP site
o Setup VPN user access
o Managed Lotus Notes iSeries email sever
o Create test environments for simulations and user training
• Additional systems include:
o Novell Network Open Enterprise File server
o NT server running custom Customer Service software with integration to iSeries
database
o Nortel MICS XC7.1 phone system
o Call Centre IVR system
o ADT Building Security system
o All PC’s, hardware and software
• Administer VPN terminals, firewall, routers and networks
• Development of query / sql applications for internal users, including ODBC interfaces to
iSeries databases
• Co-ordinate all IT/IS projects – proposals, quotes, implementation project plans
• Oversee EDI program – mapping / monitoring / report functions
• Managed call centre hardware / software – liaised with software developer to meet key
needs of company and users
• Processing of day-end and month-end jobs
• Day to day involvement with all levels of staff, management and executive team
• Administer various E-Commerce systems:
• Bridgepoint import / export tracking system
• Commerce Hub
• Wal-Mart Retail Link
Page 2 of 4
K E N LY O N S
Georgetown, On Home: 905-***-****
Email: *******@*********.** Cell: 416-***-****
• Sears QR / JIT ASN
• Manage BPCS ERP including:
o User profile setup and training
o Upgrade and/or patch installation and testing
o Master record setup i.e.: Item, customer, vendor, BOM and costing etc.
o Maintain RTCIM data collection system
o Data mining
o Custom reporting
o Month end / Year end processing
CI Mutual Funds 1992 - 1994
Redemptions Clerk
Toronto, ON
• Set up client accounts
• Research documents
• Issue payments to clients
Smith and Stone 1976-1992
Georgetown, ON
• IT Manager – IBM System 38 running MAPICS ERP
• Inventory Control and Master Scheduling Supervisor
• Production Supervisor – Fuse Department
• Product Engineer – Research and Development
Page 3 of 4
K E N LY O N S
Georgetown, On Home: 905-***-****
Email: *******@*********.** Cell: 416-***-****
Education
• System 38 Architecture – DBM/IBM
• Basic Programming – Humber College
• Automated Training Systems for AS400/iSeries
• Material Requirements Planning – Humber College
• A+ Certification (currently studying)
• BPCS CEA (Configurable Enterprise Accounting) - SSA
• Material Requirements Planning – Humber College
• Retail Link - Wal-Mart
Business and personal references are available upon request.
Page 4 of 4
Contact this candidate