Customer Service Management

Barbara Stephano

*** ******** *** *** *** Home 610-***-****

Folcroft, PA 19032 Mobile 610-***-****

*******.********@*****.***

Customer Service Professional / Systems Administrator open to new opportunities to continue to expand me areas of expertise combining my customer service and technical skills.

PERSONAL

Reliable, Energetic Team Player, Conscientious, Flexible and Detail Oriented

Over 20 years’ experience in:

All Operational aspects of MVS Mainframe

Media Storage Management

Team Leadership

Media Library Procurement

Tape Management Performance Tuning

Team Supervision in Customer Service

Sales/Mail Order Processing

Scheduling and Monitoring Tools

TECHNICAL SKILLS

Operating Systems: Unix, NT, Netware, AS/400, Mainframe(MVS/ESA, OS/390), Windows(9X, 2000, XP), Enterprise Server and Midrange Systems

Languages and Software: CA TLMS, CA DYNAM DASD, CA SCHEDULER, CYBERMATIONS ESP, MVS JES2, JCL, CICS, TSO, ISPF

Databases: DB2(Mainframe), Vsam, Microsoft Access, Microsoft Word and Excel

Tools: HP Openview, Autosys, Service Center, Aperture, Remedy, Insight Manager, CA Spectrum

Backup Utilities: TSM, ARCSERV, VMS, Robot, PC/Hardware Components

IPcenter, Eracent, Itrc

EXPERIENCE

eBay Enterprise (for Apex Systems) 10/20/2014 to 05/10/2015 - hired fulltime by eBay Enterprise in May 2015 to April 2016

Command Center Administrator

• Responsible for all systems and applications monitoring, deployments, and troubleshooting in support of a large scale, highly available, 24x7

Production environment.

• Monitor and respond to issues for eBay systems and applications in a 24x7 Command Center environment

• Perform first and second level troubleshooting of applications to diagnose problems

• Responsible for all monitoring, troubleshooting and ticketing for the EEMS platform

Berkley Technology Services(for Apex Systems) 3/24/2014 – 10/17/2014

Computer Operator Analyst

• Application, system and network monitoring through use of enterprise monitoring tools and routine manual checkpoints.

• Perform manual execution of batch processing in a time sensitive production environment. Executed and monitored multiple tasks,

to ensure the availability of all production systems at pre-determined times.

• Adhere to all Standard Operating Procedures and pre-determined guidelines to perform the functions of the job.

• Communicate effectively with team members and co-workers at geographically diverse locations.

• Created thorough, written documentation of procedures and all actions taken to resolve issues in trouble ticketing system.

• Monitoring of backup and restore processes, as well as tape rotation procedures with off-site storage.

Comcast 12/05/2011 – 12/30/2013

Engineer 2, Engineering Operations (Infrastructure Services C/NOC)

Summary:

● Responsible for supporting 20,000 physical and virtual servers in the national environment with the greater majority being of Intel based servers running Red Hat Linux and various versions of Windows servers.

● Additional experience supporting a lessor population of SUN Solaris and HP-UX.

● Working continuously to improve Systems, Storage and Tools Infrastructure that supports Comcast customers .

● Drives standardization and provides subject matter expertise when called upon

● Resolves break/fix scenarios, engaging broader teams as necessary

● Partnering/leading vendors and regions to achieve continuous improvement

● Contributes to command and control related activities focused on restoration of complex outages, communication across Comcast and rapid restoration

● Works and directly leads external vendors, third parties and associated agencies when necessary to address issues across the infrastructure

● In-depth experience, knowledge and skills in own discipline . Determines own work priorties

● Acts as a resource for colleagues with less experience

Core Responsibilities

● Develops solutions for difficult-to-complex systems engineering problems, often without sufficient documentation readily available, and does so in a timely manner. Creates documentation to be used by others to maintain systems.

● Operating Systems & Disk Management responsibilities: Analyzes log files for errors and takes corrective action. Applies patch policies to hosts. Proficient with at least two of Linux, Windows Server with experience in HP-UX, Solaris is a plus. Troubleshoots operating system issues. Monitors and is responsible for performance and tuning of servers; applies policy for system security and patch management. Sets up logical volumes and RAID sets.

● Storage and Backup responsibilities (if applicable): Understands SAN/HBA software interaction with OS. Understands storage allocation impact on system performance. Conducts comprehensive performance capacity monitoring,

● Leads issue resolution activities, using knowledge of complex systems. Takes knowledge learned and applies to current systems to prevent future occurrences.

● Possesses full understanding of how changes will adversely impact the subsystem and all of the products that use that subsystem. Monitors system health and quality on a daily basis and provides appropriate action. Collaborates with the Service desk/NOC to ensure full understanding of the alarms and remediation steps. Independently sets up metrics collections, advanced logging/filters.

● Utilizes time management and project management skills to resolve issues in a timely and organized manner, effectively communicating necessary information.

● Required to multi task in an extremely busy environment with phone, email, monitoring, ticketing and other administrative responsibilities.

● Other duties and responsibilities as assigned.

● Consistent exercise of independent judgment and discretion in matters of significance.

Additional Comments:

● Strong knowledge of event management and root cause analysis, Troubleshooting and Vendor Management

● Creative, self-motivated team player willing to take the lead developing cutting-edge solutions using proven methodologies

● Proven analytical, problem solving and organizational ability

● Assist with documentation of procedures, configurations, test scripts and standards

● Assist with automating process and maintenance of device deployment and management technologies

Comcast/ Brooksource 07/2011 - 12/05/2011

Hardware Service Desk Analyst (Helpdesk/NOC Analyst)

● Provide technical support for 24x7x365 National Infrastructure Services organization

● Responsible for monitoring, analyzing, and performing basic troubleshooting of customer services

● Handles incoming escalations from other organizations

● Engage appropriate engineering teams for troubleshooting pertaining to hardware problems

● Monitor customer-facing production systems using online tools

● Handles telephone and email escalations from business owners, engineering, or management

● Correlates events across multiple subsystems to narrow down root causes of problems

● Makes recommendations regarding new tools, procedures that will aid to reduce time in resolution

● Maintains productive relationships with peer organizations and vendors

● Strong grasp of fundamentals of Unix, Linux and Windows operating systems and commands

● Basic understanding of internet protocols and applications (HTTP,DNS,FTP,SSH,TCP/IP,etc)

● Utilize effective and courteous communication skills, written and oral

● Communicate complex information to technical a non-technical people

Pfizer (formerly Wyeth) Pharmaceutical Frazer, PA 04/2005 - 09/2010

Lead Technician

The job responsibilities of Lead Technician are essential to successful operations of the Data Center and ultimately business areas who rely on computer systems being 100% available in for them to achieve individual goals and objectives.

Job Responsibilities:

● Take the lead role in effectively managing the operation of all systems within the Data Center; monitor and react to all system interruptions

● Facilitate and manage vendors during hardware failures and maintenance routines. Follow all site and departmental SOPs.

● Monitor the success or failure of all system and database backups.

● Accurately manage/send/receive media to/from the off-site vendor for disaster recovery needs.

● Assume a lead role in supporting the environment and participate in Data Center projects.

● Manage the job scheduler to ensure all production batch jobs are complete accurately.

● Take a lead role in managing calls in Data Center. Ensure prioritization, update documentation,escalation of calls on an ongoing basis.

● Maintain an advanced understanding of hardware and possess good knowledge of the infrastructure equipment that supports the environment.

● Attends daily shift turnover meetings as well as periodic staff meetings with management.

● Provides input into the decision making process when it comes to problem and projects resolution.

Howard Systems (for Wyeth) Frazer, PA 12/2004 - 02/2005

Administrator II

Maintain Media and Automated Tape Library Systems

Prepare media for offsite storage using bar-coded tracking system and DRM plans. Document and resolve any disrepancies.

Maintain scratch levels in the Virtual Tape System and Automated Tape Library. Have adequate supply of output media for all services.

File media according to slot location. Maintain capacity and utilization charts for VTS and ATLs.

Support Production Control and Technical Services groups.

Participate in education and training programs. Cross train in other job functions within the Corporate Data Center.

Randstad Temp Agency Aston, PA 10/2004 - 12/2004

Customer Servive Representative

Customer Service/Sales/Mail Order

Answer customer calls pertaining to issues with existing orders.

Provide assistance to ameliorate customer complaints regarding product condition upon delivery.

Accept new product orders over the phone and obtain credit card payment information for the products ordered.

Kohls Department Store Morton, PA 05/2004 -11/2006

Customer Associate

Customer Point of Service Associate, part time/seasonal

Operate register.

Provide store to customer relation service for exiting shoppers.

Manage stock return.

Franklin Mint Franklin Center, PA 05/1994 - 04/2004

Senior Operator, Tape Librarian/Analyst, Tape Library Team Supervisor, Team Supervisor Collections Department

Key partner and developer in all stages of Corporate Mainframe Tape Library on an IBM MVS Operating system as well as AS/400,

Unix and NT server backups.

Effectively analyzed current and future business requirements to develop strategies for off-site storage and diaster recovery needs.

Performed Tape Management capacity planning using combination of CA TLMS tools, MVS JCL and Microsoft Access.

Participated in all aspects of Operations and Data Center functions.

Played key role in planning and coordination of tape storage hardware installs and deinstalls.

Planned and organized key aspects of massive tape library move from home location to outsourcing company.

Supervisor in Customer Service Department

Transitioned to a new role and responsibilities as Supervisory Lead in Customer Service Department

Developed motivated and quality team of Customer Service Reps within a short period of time assuming position within the department.

Effectively used qualities acquired from Operations for this role: attention to detail, leadership skills and technical knowledge base

Education

Cleveland Heights High School Graduate - Diploma

Chubb Institute Graduate - Computer Operations

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