Technical Support Customer Service

TOMMY L. MAYS

**** ******** ***** • ROSWELL, GEORGIA 30075

PHONE 678-***-**** • E-MAIL ***********@*******.***

Professional Qualifications

Sixteen plus years in diverse IBM/IT Environments. Competent in areas of Project Management, Nuclear Energy, Consulting and Training. Industry related experience in Production Control, Mainframe Processes and Scheduling, and software applications.

Software and Hardware Skills: SharePoint, DOS, MS 370/MVS/XA, IBM DASD, JCL, TSO/ISPF/SDSF, ZEKE, NETVIEW, VTAM, CICS, OMEGAMON, JES2, CA-TLMS, View, Peregrine, Novell, Microsoft Word, Excel and PowerPoint.

Professional Project Management Skills

Support initiation, planning, execution, monitoring and closure processes within the Project Life Cycle.

Project Manager with extensive knowledge and practical experience in requirement gathering, writing technical functional specifications, developing user training, testing developments and writing test scenarios.

Possess strong analytical and problem solving skills with the ability to successfully manage multiple projects simultaneously.

Extensive experience in developing and coordinating high level cross-training for internal staff on all professional levels.

Ability to develop and maintain strong business relationships.

Experience applying functional and technical skill sets in the development and operation of complex software applications to meet business system needs.

Business Experience

GTS (National Cash Register) 10/2015 – 10/2016

Duluth, Georgia

Implementation Coordinator

Managing delivery and installation of NCR, customer procured and third party products and services for NCR customers.

Coordinates the successful delivery of equipment and installation of the contracted services (internally and externally).

Insures that all customer installation/deployment activity is scheduled and completed to the customers’ satisfaction.

Utilizes defined processes and tools to ensure that each customer site/project is delivered and installed on time and exceeds customer expectations.

Recognize, document, and implement processes/project improvements.

United Controls International 01/2012 – 01/2013

Norcross, Georgia

Project Manager and Operations Coordinator:

Comprehensive knowledge and functional experience with requirement gathering, managing change process, writing functional specifications, developing user training, testing developments and writing test scenarios.

Worked with management and individual department heads on unique or complex business problems to develop solutions.

Exceptional oral and written communications skills with the ability to work and interact within cross-functional, multicultural and international environments.

Conducted fact finding sessions daily with department heads.

Managed the change process within a Project Management Life Cycle.

Managed highly complex projects requiring additional specialized business knowledge and decision making.

Coordinated and integrated multiple enterprise solutions projects with a large scope and complexity in an environment for business change.

Contributed high level expertise in business processes and systems analysis while considering the business implications to the current and future business environment.

Contributed high level support to the Chief Operating Officer in the areas of staff management, business analysis and operations.

Developed and coordinated training classes and industry related certifications for an internal staff of 65.

Served as primary trainer for staff utilizing established training methodology customized to meet specific training needs.

Developed training surveys for staff to critique their individual training.

Developed quality assurance and incident protocols for nuclear equipment testing lab.

Prepared complex business operations and expense reports for analysis by the COO.

Partnered Quality Assurance, Engineering, and other SME’s to provide accurate and effective short and long term solutions.

Independent Contractor/Self Employed 01/2007 -12/2011

Roswell, Georgia

IT Consultant and Music Consultant

Provided technical support in the use and operation of software applications designed for small business owners.

Arranged and coordinated corporate bands and entertainment for private events.

Affiliated Computer Systems/Xerox 02/1996 -08/2008

Roswell, Georgia

Production Control Analyst/Scheduler

Provided technical support in the use and operation of complex software applications.

Software troubleshooting, diagnostics and issue resolution.

Applied healthcare industry experience in assessing customer issues and data flow to provide accurate and effective resolutions.

Developed test cases to assess and document data recovery.

Provided functional and technical support via phone, email and chat to end users.

Performed end to end testing, software troubleshooting and diagnostics on customer business accounting processes.

Scheduled data processing cycles according to requirements and deadlines.

Maintained thorough knowledge of all production control standards and procedures and ensure they are enforced.

Released production cycles at scheduled times.

Maximized utilization of system and personnel resources

Observed ongoing cycles and analyzed performance

Provided complete an accurate logs of significant events for each cycle. Set up schedules, deliverable sheets and checklists

Utilized a variety of MVS utilities to alter the JCL as required by the development team for implementation into the nightly production batch processing cycles.

Assured that all CICS regions and file tables met SLA.

Customer Service (Help Desk) Support for mainframe and PC users.

Analyzed customer business requirements and software/product objectives.

Acted as a liaison between customers, programmers, and product support analysts.

IBM, Siemens, Xerox

Atlanta, Georgia 02/1991 – 01/1996

Computer Operator/Independent Contractor

Provided IT and data entry support to Siemens, IBM and Xerox. Responsibilities included ensuring accurate and appropriate data entry and computer operations to support various business operations and transactions.

Effectively applied and utilized a variety of MVS utilities to alter the JCL as required by the development team.

Electronic Data Systems (EDS) 03/1988 – 02/1991

Computer Operator

Performed computer operator functions for all aspects of business operations for EDS.

Provided critical companywide computer support to programmers through interpretation of software processes: JCL, TSO/ISPF/SDSF, and ZEKE.

Volunteer Experience

Participated in ‘Adopt A Street’ cleanup campaign monthly (picking up litter, bottles, cans, etc) to help beautify the neighborhood.

Performed with the band at World Harvest Church

Counseled and assisted with feeding of the homeless at various shelters in and around the metropolitan Atlanta area

Education/Certifications/Associations

Education

Clark Atlanta University – Undergraduate Studies

Atlanta Area Tech – Data Processing

Certifications and Associations

Member of Project Management Institute (PMI)

Certified Nuclear Lead Auditor (Quality Assurance Programs Per 10CFR50 Appendix

B/ASME 1994 NQA-1, 2S-3 & NQA-1-2008)

Lean Six Sigma Yellowbelt (Business Practices)

RACF Basic Administration Certificate, Vanguard Integrity Professionals

Operations Program Development (OPD) Certification, EDS

Data Processing Operations Diploma, Atlanta Area Technical Institute

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