Customer Service Computer Operator
Resume:
Durham, NC *****
**********@*****.***
LATOSHIA CARR
OBJECTIVE
Utilize my 20+ years of experience of data entry, records compilation, interaction with mainframes, mini computers and maintaining hardware in a professional position within an esteemed organization in order to help facilitate the continued success of the company.
COMPUTER SKILLS LANGUAGES AND SOFTWARE
Microsoft Exchange Installation and Configuration, WAN Settings Configuration LAN Settings Configuration, Technical Writing and Troubleshooting, Software Installation and Configuration, Remote Desktop Repair, VDI (Virtual Desktop Interface), Printer Installation, Configuration, and Repair, Mobile Phone Installation, Tablet Software Configuration ; Z/OS, MVS/ESA, OS/390, Parallel Sysplexs., IMS, CICS, DB2, ACF2, CA/7, TSO, ISPF, SDSF, JCL, JES2, SAR,VMS, OPC, ZEKE, UNIX platform, LAN and SAP Servers, Tivoli Netview, Omegamon, Vertas NetBackup Systems, HP Openview, Perigrem, Service Center, ServiceNow, Tivoli ticketing systems, Windows Microsoft Office, IBM Mainframes, VMware VDI support
EXPERIENCE
IT HELPDESK, HCL/FEDEX, DURHAM, NC
August 2013 - Present
Provide outstanding technical support for FedEx freight and express day to day operations
Diagnose hardware and software technical issues for a vast array of computers, printers, cell phones, imagers, scanners, and all other electronic devices in the freight department
Report and escalate any non-technical issue to the appropriate department for resolution
Create and maintain accurate and precise logs of any and all phone calls to FedEx Freight and express employees
Work independently and effectively troubleshooting issues
Collaborate with Level II to provide solutions to technical issues through research and troubleshooting techniques.
Document new troubleshooting techniques and archive those steps within the knowledge base which is available to other technicians
Train new employees
CALL CENTER TECH, DATROSE/KODAK, DURHAM, NC
August 2013 - Present
Respond to incoming calls and assist operators with questions regarding equipment operation, technical troubleshooting, and repair
Assist customers with diagnosing equipment problems
Follow established resolution procedures to ensure functionality as directed, dispatch field technicians to service equipment
Establish and maintain effective customer relations
Seek to achieve a high level of customer satisfaction by improving equipment operations and reducing down time of the equipment
COMPUTER SUPPORT ANALYST/ MAINFRAMECOMPUTER OPERATOR IBM/INSIGHT GLOBAL, RALEIGH, NC
August 2010 – September 2011
Monitored MVS and Z/OS/390 mainframe in a multiple Sysplex environment.
Monitored CA-7 daily schedule on various accounts to ensure that batch production jobs are processed, made JCL changes for appropriate updating and abend resolutions.
Used SAR and $avers to look at the abend output.
Updated the daily CA-7 schedule with new programmer tested jobs that are going into production.
Ran CA-7 jobs from the test library, override library or production per the programmer’s request.
Monitored user-submitted jobs as defined in standards including the performing and monitoring of backups.
Monitored jobs in Zeke, OPC, TSO, ISPF, and SDSF
Created tickets for all transactions that were performed
COMPUTER OPERATOR, AMDOCS, INC., MORRISVILLE, NC
March 1999 – October 2008
Monitored all production jobs log file for accuracy and completion
within the required execution guidelines on VMS and Unix platform
Maintained schedules and daily records for a team of six operators
Reset user passwords
Managed offsite storage tapes
Setup and maintained all daily, weekly and monthly production
and test batch jobs
Assisted end users with terminal and printer problems
Maintained a log of all problems and requests to ensure accuracy
Setup and maintained production procedures
LEAD PRINT OPERATOR, AMDOCS, INC. MORRISVILLE, NC
August 1996 to March 1999
Responsible for maintaining print room and ensure all batch print jobs
are printed and distributed to the customer in a timely fashion
Responsible for maintaining HP high capacity printers
Responsible for printing and bursting 3-ply contracts
COMPUTER OPERATOR, OAO, INC. RALEIGH, NC
April 1992 – June 1995
Maintained and operated I.B.M. 3090 using MVS and JES3
Monitored system backups on VM/MVS systems to ensure
customer satisfaction
Mounted and dismounted tape cartridges on 3420 and 3480 tape drives
Maintained and operated 3800 laser printer and 4311 impact printers
EDUCATION
DURHAM TECHNICAL COMMUNITY COLLEGE, DURHAM, NC
August 2007 – May 2010; Early Childhood Development
NORTH CAROLINA CENTRAL UNIVERSITY, DURHAM, NC
August 1988 – May 1990; Speech and Language Arts
ACHEIVEMENTS
Certificate for Excellent Customer Service, Dec. 2013
Certificate for Superior Attendance Record, Nov. 2013
COMMUNITY INVOLVEMENT
One Man One Stand
Volunteered to cook and prepare food for the homeless, pass out school supplies for children living in Durham Housing Authority Communities.
Durham Urban Ministries
Volunteered to prepare and feed the homeless.
Bull City Entertainment
Annual Back-to-School Book bag Drive
REFERENCES
AVAILABLE UPON REQUEST
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