Manager Quality Control

Robert Mortell ***********@*****.***

Hull, MA ***45 781-***-****

Senior Production Control Analyst Help Desk Analyst

Provide Exceptional Customer Service

Analyzing, monitoring, reporting and documenting skills result in exceptional customer service.

Troubleshoot complex hardware and software issues, minimizing downtime. Organized, positive, and outgoing in building effective business alliances.

Technical Skills

Platforms:

Microsoft Office, Columbia Ultimate Business System, SQL Server 2012 / queries, SQL Server Management Studio, FTP, PGP, Juniper VPN, Remote Desktop, VMware, VMware vSphere Client, sCenter Server 5.5, Batch Job Server, Cisco Tidal Enterprise Scheduler, Automate 7, BMC Service Desk Express, Symantec NetBackup, Citrix XenApp, VantageView monitoring dashboard by Compuware, Document Locator, and SCOM

Applications:

Microsoft Outlook, Word, Excel; ASA Production Batch, BPMS, CUBS, Tidal Scheduler, and Lawson

Databases:

CUBS, Enterprise, Security, CSIS, Tidal, BPMS, and Saltmoney

Servers:

Production servers: Enterprise, CSIS, and Security; Financial servers: CUBS, Saltmoney, BPMS, and NetBackup

Experience

AMERICAN STUDENT ASSISTANCE, Boston, MA 2003 – 2015

Senior Production Control Analyst

“Go to guy” for problems related to batch processing, or discrepancies around nightly duties. Directed running of production, integration, and test schedules. Assisted on-call administrators with network problems. Provided on-call support after hours, weekends and holidays.

Provided accurate and detailed documentation of operational procedures.

Monitored all system hardware and software, resulting in nearly 100% uptime.

Mounted and filed tapes for jobs, providing updated customer information.

Performed problem determination and initiated recovery action, minimizing downtime.

Improved productivity by testing batch procedures, running queries and scripts against databases, processing files and tapes from clients and internal departments.

Ensured data integrity by performing system backups, tracking escalation process, maintaining accurate databases.

Contributed as major player for troubleshooting batch-related issues requiring other department intervention for support and assistance.

Robert Mortell ***********@*****.*** Page Two

AMERICAN STUDENT ASSISTANCE (Continued)

Served as key player in specialty projects for backing up systems administrators.

Maximized communication on “snow days”, ensuring phone policy in place for cancellation of daytime work.

Additional Related Experience

BAY STATE GAS, Westboro, MA

Lead Help Desk Analyst

Served as First-line staff in reporting discrepancies to Application Support or Information Technology. Liaised with departments, providing up-to- date feedback on outstanding tickets.

Produced and identified training procedures to improve caller’s efficiencies.

Served as key contributor, ensuring high customer satisfaction.

Lead Operator

Oversaw computer systems for processing, printing / updating customer billing systems, credit and account management systems.

Collaborated with Network Administrators in resolving network problems.

Monitored building security system, inspected air-conditioning and alarms for leaks, escalated issues related to UPS system as well as Isaac System for alarms.

Education and Training

Courses towards BS, History, University of Massachusetts, Boston, MA

Associate of Science, Electronic Engineering, Massasoit Community College, Brockton, MA

Heat Systems Administration Training

CPR / First Aid Training

Catapult Software Training, using Netscape

HP Education Services, Unix Systems Basics

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