Customer Service Information Technology
Resume:
KATHERINE M. LANG-SIGFRED
Waukesha WI 53186
***********@*****.***
OVERVIEW: Over 20 years of being a data processing professional. My experience includes extensive customer service, within the Information Technology environment. My primary emphasis has been in a help desk situation, taking issues, documenting and pushing them to resolution. Customer service is my primary goal.
STRENGTHS
o Trained in providing a central point of contact for the customer community to report, resolve and escalate problems associated with service from the Corporate Computer Center, and to interface with appropriate areas of expertise to resolve those problems. Making astounding customer service my number one goal.
o Strong knowledge in many languages, the hardware and the software related to maintaining operations with in a diversified environment, including Solaris, IBM, HP along with UNIX and WINNT. Working closely with AutoSys, CONTROLM TSO/ISPF, NETVIEW, BMC, SharePoint, CA7 Service Manager and Remedy.
o Outstanding versatility and resourcefulness to easily adapt to any situation and multi-task assignments to any timeframe. To be able to train internal and external customers.
o Highly crossed-trained within the Computer Operations arena, with the ability to suggest processing alternatives. Embracing change as it comes along. Being a team player is essential.
EMPLOYMENT
June 2015 – Current: Network Operations Technician, Data Holdings (PBDC) Milwaukee WI.
Currently assigned in the NOC department. Being the first point of contact for customers, vendors and visitors of the facility. The NOC is staffed and supported 24x7x365. 50+ C-Cure 9000 access system cameras, monitoring building conditions using Johnson Controls BAS, respond to all alarms, schedule maintenance and
open tickets when issues arise. Provide Remote Hand services to clients and tenants on a scheduled and emergency basis.
February 2013 – September 2014: Employed as a Contractor for Codeworks Inc. Brookfield WI .
February 2013 - September 2014, Assigned at Northwestern Mutual. Responsible for weekend processing in their Data Center. Including monitoring system maintenance, productivity and insuring stability of all online systems. When issues arise, providing first line support to resolution. Clients first line of contact during off hours.
October 13 2010 – February 2013: AUTOMATED DEPOSIT TECHNICIAN, FISERV Brookfield WI. Responsible for daily balancing and consolidating banking institutions. Providing first line support to banking clients in ending their daily submissions.
November 6 2009 – October 2013: SALES FLOOR ASSOCIATE, Michaels Arts and Crafts Store, Brookfield WI. Responsible for first line customer contact, cashiering skills and merchandising product.
October 1995 – October 24 2009: Production SUPPORT TECHNICAN SPECIALIST., Metavante, Brown Deer, WI. Responsible for not only maintaining the previous skill sets in the command center, but to also perform the Open Systems Change Coordinator responsibilities, Such as attending all change meetings and generating three separate hotsheets. Scheduling technicians to handle activities to have the least impact on the end customers, by meeting all SLA’s. Training being an essential component.
EDUCATION
MBTI - Milwaukee, WI
Extensive Company in-house Training
Currently enrolled in the Programmer/Analyst Associate Degree (AAS) curriculum at MATC
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