Customer Service Management
Resume:
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P.O. Box ******
Memphis, TN *****
ATTN: Recruitment Manager and/or Staff,
It appears that my professional qualifications and career interests are
applicable to your current and future needs. Therefore, I am submitting
this letter to express my desire to obtain a Technical Support position
Let me assure you that my previous employers and my tenure
with Operations\Service-Desk as my position as a Lead Computer Operator has
prepared me with the qualifications that are ideally suited for your needs.
My background highlights include:
Associates' degrees in Networking Security Management & (CISSP)
Certification forthcoming. Professional experience in Technical
Support/Computer Room, Escalations Solutions, & End-User Support Job
Duties, experience (Inbound/Outbound) and various Distribution Center Job
Functions.
Strong Skill Set in Microsoft Office Suites with expertise in I-series,
Monitoring, & Coad Loads. Hands-on knowledge and troubleshooting of AS400/
DCMS. Maintaining Network Connectivity, Assisting End-users/printing
reports/waves, assisting helpdesk using remote access, emails, CMD Line, IP
Addresses, Subnet Mask, Default Gateways, Full System Saves on
Test\Production.
I am a highly resourceful businesswoman who can assist with leadership task
as well as assist with managing projects, functions or departments in your
effort to obtain higher productivity, higher profitability, & with
little/no supervision. I take pride in my reputation as a creative problem
solver and am eager to put my skills to work for the benefit of your
department. I have been fortunate as well as focused on maintaining an
exemplary attendance record as well as consistent punctuality. This stems
from a strong work ethic and character that I strive to maintain on a daily
basis. In addition to diversity in skills and experience, I offer genuine
enthusiasm and dedication. For your review and consideration, I have
enclosed my resume with details of my background and previous job
highlights. I look forward to the challenge that this position offers, and
I have the personality and energy to always execute those responsibilities
in a professional manner. Please contact me @ 901-***-****. I appreciate
your time and look forward to your consideration. Thank You.
Respectfully,
Tamika Jones
TAMIKA JONES
P.O. Box 770748 . Memphis, Tennessee 38177
. Mobile: 901-***-****
******.******@*****.***
INFORMATION SECURITY SPECIALIST . OPERATIONS SUPPORT . TECHNICAL SUPPORT
SERVICES
Interests: System Support
Remarkably talented, value-driven professional offering 5 years experience
in customer service, technical, and distribution center operations. Possess
characteristics motivated by challenge and thrives on the opportunity to
lead people and processes. Excellent time management and process
implementation skills especially when faced with time sensitive goals or
objectives. Identify organizational strengths and weaknesses and strive to
make personal adjustments to where my skill set can be utilized most.
Commended throughout career for ability to deliver highly visible work
performance standards.
Education, Technical Proficiencies, Professional Strengths:
Associate's Degree of Information
Technology Southwest TNCC
Team Building and Motivation
Production Policy Development
Assure Product Quality and Employee
Safety Energetic Leader and Team Player
Technology talents include proficient in Microsoft operating systems 98',
2000, NT & XP. Microsoft Office Suites and I-series i595, OS400, Raritan
Consoles (iSeries), IBM Tivoli, TIBCO (Hawk Alert, RT View, Dell Servers
(17, 18 & 1950, 26, 27, 28 & 2950 series, Storage Tek 9310 (Library
Management Unit 9330) Unix (EMC, Teradata),VPN,Fiber Corning Rack, Hardware
Support, Cable Systems & Avaya, Disaster & Recovery, Ethernet, (LAN &
WAN)HMC, HP Open, What's Up Gold Network, strengths). Well versed in the
use of uploading Teklogixs' hand-held radio frequency equipment.
Telecommunications' PBX systems
BUSINESS EXPERIENCE
MICROPORT ORTHOPEDICS, Arlington, TN
02/12-08/14
IT Technician II
. Monitor Data Center, Server Percentiles, Backups, Generators-Cooler
Temperatures, Process & Move Jobs,
Maintain Tape Management
. Give user's access to Secure Folders, Mail Boxes, Fax Boxes, and Email
Accounts
. Perform Systems Checks via Command Line & AS400, Full System Saves,
Month-End\Year-End Processing
. Create, Search, Update, and assign Tickets within WSRS & Service Now
. Create, Update, Turnover & Maintain Documentation for Operations
. Restart Transform, TCCP, RFSMART Servers
. Troubleshoot and Escalate Issues that are received via email, phone,
request, and/or walk-ins.
. Perform Application Support for JD Edwards, Extranet & Intranet
Security, Active Directory, Web Extender,
Transform Content Center, Java, Windows Updates, Team Center, Cognos Power
Play, Cognos Finance
. Perform Software Installation, Per User Request
. Create and Remove User's Profile's via Termination Form Request
Tamika Jones
Page2
ACCREDO HEALTH, Memphis, TN
12/08-07/11
Lead Computer Operator
. Monitor Data Center, Server Percentiles, Backups, Generators, Fire
Panels, Cooler Temperatures
for medications via EBI System, Pac Cad Console for manifest, bounces, &
releases
. Process Jobs, Archive Files, and Post Payments, Maintain Tape
Management
. Perform Systems Checks via Command Line & AS400, Full - System Saves,
Release, Bounce
. Search & Create Tickets in Remedy
. Create, Update, & Send out Turnover & Maintain Documentation
. Perform Inspections in Data Center, Compact databases by
repair/Encryption via CE2000 Version 9.2
. Troubleshoot and Escalate Issues, Alerts, & Alarms
. Monitor Orion Network Connectivity, sitescope for servers, and print
devices - failed connectivity
and /or disk space issues.
. Communicate with remote sites for restores
. Train new operators
HARRAH'S ENTERTAINMENT, Memphis, TN
05/08-12/08
Support Specialist
Monitor Communications for disaster recovery utilizing Vision Solution
Software
Perform daily backups using IBM's Backup Recovery Media Service (BRMS) on
IBM model i595, 840, and 520
Responds to telephone calls for help and ensure that client/user service
requests are handled or escalated in a timely manner
Assisted with Operating Systems upgrades
Perform hardware installations
Provide second-level support for systems including software and hardware
for all platforms
Perform problem determination/isolation and analysis of problem data
Expedites complex problems to the appropriate IT staff or services vendors
Performs intermediate technical tasks on all platforms
Maintain the latest procedures and documentations for all platforms
Participates in department driven projects
Performs all duties in a manner that ensures that the IT department will
meet or exceed the measurable objectives for service level to clients/users
and system availability
Tamika Jones
Page 3
REEBOK INTL., Memphis, TN,
09/06-10/08
Computer Operator III
Responsible for performing computer operations relating to mainframe,
AS400, batch processing, assisting End-users with password resets for
network, AS400, & SAP, monitor/print reports by wave integrity, calibrate
printers, inventory, maintain pc hardware, load software, upload RF
devices, maintain MIS documentation, sign in/out log. Monitor network &
connectivity, perform recovery tasks from disasters or incidents. Assist
facility manager with other projects upon request
NIKE INCORPORATED, Memphis, TN, 2/01-06/05(4 years of service)
Distribution Center Customer Support/ Operative
Since date of hire I've worked diligently in becoming well rounded in many
facets of the Nike's Distribution Center Customer Service, Shipping and
Auditing Infrastructures. Craft corporate vision (Maxim) and brand
leadership on a daily basis to further accelerate future job possibilities
in other areas. Take personal leadership in being a visual mentor for
others to respect, learn and grow by. Work aggressively and safely to make
sure myself as well as my teammates are doing the right things right the
first time; further cutting down on the amount of time needed to re-process
order/audit errors.
DAILY AND PAST JOB OBJECTIVES
Put back Agent - Utilized DCMS to determine and print location re-route
tags for proper replacement to correct area.
Customer Service Rep. Support - Assisted as backup in day to day customer
service duties which included: Maintenance, checking allocation and
availability, and email confirmation for orders in process status.
Cycle Counter/Wave Operator -Inventory apparel by the bay /zone and process
wave by wave integrity.
AMERICAN METAL PRODUCTS, Memphis, TN (04/00-02/01) Customer Service Rep.
DAILY TASK /OBJECTIVES
Assisted customers with various accounts, products, orders, as well as
shipping information. Maintained accounts for accuracy according to
priority and shipping deadline status. Awarded for obtaining and providing
the highest level of quality service to assure customer satisfaction.
Generated reports of productivity for management and faxed and filed
confirmations of shipped orders.
Tamika Jones
Page 4
JACKSON PERSON & ASSOCIATES, Memphis, TN (10/99-08/01) Office Administrator
DAILY TASK/OBJECTIVES
Monitored the front lobby, assisted contractors with appointments, blue
prints, and finalizing payments; orientated new hires with day to day
expectations of the firm as well as trained each new hire for the specific
tasks they were hired for, updated sick & vacation calendars and reports,
assisted payroll with the verification of employee time worked for final
approval, composed collection letters to keep books and records accurate,
answered PBX-based phone system - which entailed taking messages for all
staff, and assisted corporate secretary with maintaining a safe, verified
visitor environment.
FEDERAL EXPRESS, Memphis, TN (04/98-06/00) Customer Solutions Rep/Clerk
DAILY TASK/ OBJECTIVES
Microfilmed reports for future reference, and co-mated needed information
within the company. Re-routed print jobs, created report & query set-up,
maintain employee product database.
WANG'S INTERNATIONAL, Memphis, TN (08/97-03/98) Technical Support
DAILY TASK/ OBJECTIVES
Assisted end-users with password resets, access, reports. Maintain
inventory of paper, ribbon. Performed computer operation, batch processing,
network connectivity, generate queries, set-up printers, pc's, order pc
equipment and work with various venders.
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate