Customer Service Quality Assurance

Ricky J. Eads

**** ***** ******** **** ******** Hills, TX 76118 **********@*****.*** 214-***-**** www.linkedin.com/in/ricky-eads-643066b9

CREDENTIALS

Over 38 years of experience in customer service, including a 20-year career in computer operations, 4 years of management experience, and 2 years in program/project development, coordination, and administration. Proficient in JES2, MVS and Silo commands, Omegamon, Teleview/Netview, TSO/ISPF, Vantive, Remedy, JCL, and Microsoft Office products. Exceptional leadership, problem solving, and organization skills.

PROFESSIONAL EXPERIENCE

Walmart Nov 2021 – June 2022

Produce department

Allied Universal Security Services / Security Officer- Site Supervisor Apr 2019 – Oct 2021

Maintain access control for new Homeowners Association in Westlake, TX

Technology Service Professionals / Tape Librarian / Operator Aug 2018 – Jan 2019

Maintained operations for media shipped to and returned from off-site facility.

Pomeroy / Tape Librarian / Operator Mar 2016 – Aug 2018

Maintained operations for media shipped to and returned from off-site facility. Keeping audit-compliant between IBM, Pomeroy, and customer.

U.S. Department of Justice / Computer Operator Mar 2003 – May 2015

Maintained operations of mainframe computer system using JES2, MVS and Silo commands, while addressing network protocols and configurations (SNA, TCP/IP, Server LAN and WAN). Conducted strategic analysis of quality assurance data for quality management system (Vantive and Remedy) using Omegamon, Teleview/Netview, TSO/ISPF and JCL.

Electronic Data Systems / Computer Operator, OPD Candidate Feb 1998 – Jul 2002

Maintained operations of mainframe and midrange computer systems. Conducted strategic analysis of quality assurance data for quality management system. Developed and implemented local operational procedures of applications and started tasks used to keep mainframe systems running smoothly. Continued professional training to expand knowledge base using EDS University online training for operators. Maintained functions/services for multi-million-dollar client in prescription drug services.

Temple College / Teacher Assistant Jan 1997 – Dec 1997

Installed programs and networking in the CAD department as a Teacher Assistant at Temple College while pursuing an Associate of Applied Science Degree. Instrumental in helping students with lab work.

Security Data Group / General Manager, Supervisor, Service Coordinator Oct 1991 – May 1996

Conducted qualitative assurance reviews of security services provided to customers. Supervised technicians installing and maintaining service on home and business security alarm systems. Managed consumer base of 10,000+ clients. Worked directly with Vice-President at the corporation’s home office.

EDUCATION

Associate of Applied Science Degree, Temple College, Temple, Texas Dec 1997 Graduate

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