Dianna Kemnic **** ***th Ave. Zeeland MI *****

C: 616-***-****

ad2rt0@r.postjobfree.com

Summary

Technical and customer support representative with a focus on client satisfaction and experience assisting customers both remotely and in person. Skilled at resolving complex customer service issues in a timely a manner. Skilled in customer support in a high call volume environment. Excellent computer skills and telephone etiquette. Processed access request following standard operating procedures, confirming the validity of requests. Monitor, respond to and escalation of critical situations impacting the availability of the global network and issues impacting the creation, manufacturing, and shipping of company product. Document processes for standard work.

Highlights

●High Customer service standard, focus and oriented

●Strong problem solving ability

●System administration

●Familiar with Windows XP, Windows 97, Windows 2000 and Office 365

●Service Desk

●Working independently

●Hardware support and troubleshooting

●Resourceful

●Team player

Accomplishments

●Assisted in the managing of the company database and verified, created and modified manager’s information.

●Researched, calmed, and rapidly resolved client conflicts to prevent loss of system availability for members and the network

●Lead implementation of Redwood Scheduling CPS for SAP system

●Maintained finance calendars of multiple systems for batch processing

●Trained members for Helpdesk position and Operations

●ITIL certified

●Over 35 years in a customer service role

●Worked with a variety of customers on a face to face basis

●Handle and process credit card and cash transactions

●Handle and process food according to the ServSafe guide lines

●Assist with management responsibilities, scheduling team members, cash control for store, inventory of products, ordering and stocking products, scheduling of maintenance for the store and equipment.

Experience

●Assistant Manager Vision Quest July 1, 2019 - 2022

oPreform CSR responsibilities as required

oCash control for daily balance and bank deposits

oInventory control and order placement

oQuality control

oStaff scheduling

oAttend owner calls for store and product updates

●Customer Service Representative Vision Quest 2/1/2017 – 6/30/2019

oGreet and thank each customer

oProcess customer orders

oProcess sales using several card methods and cash

oPrep and process food for orders

oInventory and cook product for customer delivery

oMaintain and clean all areas of facility

oUtilize remote communication device to interact with customers

oCompleted ServSafe Food Handler certificate and follow all processe

●Customer Service Representative Meijer Inc 10/25/2016 – 1/26/2017

oProcess customer orders

oGreet and thank each customer

oProcess sales using several card methods and cash

oUtilize several different types of applications

●GIS Service Desk Analyst II Haworth Inc. Holland MI 6/19/11 – 7/31/16: Retired

●Grade reduction, Position elimination

oSAP security and Active Directory Administration

oMainframe Security Administration

oCA7 Administration for IBM Mainframe Batch Scheduling

oCPS Administration for SAP Batch Scheduling

oProfile Administration for Call Manager and Unity Voice Mail

oRemoter Support Applications – PCAnywhere, Bomgar

oRemedyForce Application Problem tracking

oRemedyForce Administration

oMultiple other systems internal to Haworth for User Administration

oResponsible for Termination of Network accounts

oFamiliar with Office 365, One drive and Windows 2000

oTivoli Storage Management Data Restores

o1st and 2nd Level Service Desk calls

oExtension of Change Management support to deploy changes into the production environments

oPerformed yearly audits for E&Y

●GIS Support Services Analyst I Haworth Inc. Holland MI 12/6/09 – 6/18/11

●Promotion

oScheduler for SAP bath jobs using Native SAP

oScheduler and Implantation Lead for CPS scheduler for SAP

oScheduler and Administrator for CA7 IBM Mainframe Batch Scheduling

oManage and Coordinate IT changes for implementations

oManage coordination of weekly changes into the IT Production Environments

●GIS Service Desk Analyst II Haworth Inc. Holland MI 7/11/2001 – 12/15/09

●Promotion

oScheduler and Administrator for CA7 IBM Mainframe Batch Scheduling

o1st and 2nd Level Service Desk calls

oUnix backup and restores

oRemedyForce Application Problem tracking

oRemedyForce Application Problem tracking

oMainframe Security Administration

oTivoli Storage Management Data Restores

oExtension of Change Management support to deploy changes into the production environments

oActive Directory Administration

oFamiliar with Windows 2000

●Computer Operator III Haworth Inc. Holland MI 3/3/1995 – 7/10/2004

●Promotion

oManage and process IBM Mainframe batch schedules

oTroubleshoot issues with batch jobs, correct and reprocess

oPerform backups and tape management

oPrint and distribute production reports

oAssist in project to eliminate report

o1st level of newly established Helpdesk

●Computer Operator II Haworth Inc. Holland MI 11/20/1998 – 3/12/1995

●Promotion

oManage and process IBM Mainframe batch schedules

oPerform backups and tape management

oTroubleshoot issues with batch jobs, correct and reprocess

oPrint and distribute production reports

●Data Control Clerk Haworth Inc. Holland MI 1/11/1982 – 11/20/1998

●Job Title Change

oManage the flow of incoming and outgoing data to the Data Center

oDistribute reports to departments

oAssist in Data Entry when required

oReported statistics to management monthly

●Operations Control Clerk Haworth Inc. Holland MI 11/10/1980 – 1/10/1982

●Hired

oManage the flow of incoming and outgoing data to the Data Center

oDistribute reports to departments

oAssist in Data Entry when required

oReported statistics to management monthly

●Sales Associate Meijer Holland MI 11/20/2014 – 6/19/2015

●Hired – Resigned

oManaged daily inventory

oAssist customers with product and questions

oMaintain a clean and safe areas

oOther responsibilities as requested

Education

●Zeeland High School 1981 General

References

●Terri Bos: Manager 616-***-****

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