Customer Service Specialist

Michael J. Filipiak

Address: **** ******* ****, ******, ** 60561

**********@*****.***, cell: 773-***-****

Objective

Obtain a customer service specialist position using the skills I possess to achieve the goals of your company.

Professional Experience

Essendant (Formerly United Stationers-contracted through Geneva Technical Services, May 2010-April 2012, hired on full time, May 2012)-Analyst Operations Support- May 2010-Current

-Monitors systems performance and takes corrective measures to enhance workload efficiencies. Effectively analyzes data on a problem-to-solution level and provides well supported reasoning for recommendations.

-Analyzes, monitor, detects, and resolves scheduling issues and delays in a production critical to batch processes, and communicate status to support on-call. Monitor and eliminates risks to Order Entry availability to customers.

-Assists the night production operation team by overseeing multiple servers and the execution of production batch processes Via BMC/Control-M software to ensure service levels are met.

-Manage & configure virtual and physical Windows & Linux server

-Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs-Consistently reviews and prioritizes tickets and workload

-Works with Team Leads and dispatchers on scheduled calls and on-site work

-Documents calls and resolutions to ensure continuity throughout the team

-Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors

-Analysis of customer requests or issues, apply mastery of technical tools and the methodologies approach to solve problems. Makes effective use of advanced software tools.

-Provides after business hours service desk productions scheduling support to internal users and external customers.

-Provides after business hours service desk mainframe and distributed systems support to internal users and external customers.

-Executes production and test workloads in distributed systems in a national environment.

-Experience supporting the nightly production operations team by overseeing the execution of production processes and focuses on increasing efficiency, raising productivity, and reducing cost.

-Clearly communicate technical information to nontechnical customers and methodically performs research and diagnoses problems and resolution steps.

-Readily supports the development, testing and implementation of new systems.

-Participates in projects and implementation with Mainframe, Windows, Unix, and Enterprise Application teams.

-Meets all project goals, objectives and timelines.

Walgreens Corporate Headquarters-Customer Care Specialist/Help Desk Coordinator-(24/7 Call Center) Northbrook, IL September-Nov 2009-(contract role)

-Demonstrates specialized knowledge of systems and products and how they are used in customers' businesses

-Supports customers via phone, email, and fax in a timely and efficient manner

-Diagnoses and supports on moderately complex system and device problems/issues -Coordinates problem resolution and escalation process

-Document system and device resolution techniques for the benefit of the team

-Demonstrates deep customer expertise; collaborates with appropriate parties to identify the drivers leading to business success

-Proactively develops and maintains technical knowledge in specialized area(s), remaining up-to-date on current trends and best practices

-Identifies opportunities to improve efficiency while providing flawless transactions, services and products

Chicago Board of Options Exchange-Unix Operations/Client Support Specialist-(24/7 Call Center Environment) Chicago, IL, April 2008-June 2009 (contracted through IT Associates)

-Work with a small group to send out daily trade information, perform end of day processing and shut down the system in preparation for the next business day in a largely Unix/ Linux based environment.

-Assigned to three separate environments, MVS, TPF, and SBT.

-Work with server management, software (Patrol) to monitor and administer server processes.

-UtilizeControl M batch processing software.

-Track problems with Remedy Help Desk software and forwarded to various support groups.

-Quickly respond to issues and inform management/support.

-Update the Job Code Language for several main frame jobs and loading tapes into tape silo when assigned to MVS station.

-IPL the TPF system when assigned on weekends.

-Responsible for shutting down Disaster Recovery when requested.

-Consistently work with the following technologies: MVS, Job Code Language, Control-M, Remedy, XTP, Stratus modules, Host gateway, Tape Silos, Patrol, Veritas backup management, Haps Printing Service, Fix/Tradescope, CAS, Oracle databases, TPF, SDLC, Cras, Par, MMHH (Market Maker Hand Held), and Bart.

EDF Man/Man Financial Services (bought out Gelderman)-AS 400 I Series Operations/Systems Specialist, Chicago, IL, July 1997- December, 2006; Short term project-April 2007-March 2008, Customer Service Specialist

-In depth knowledge and understanding of Robot, Mimix, Java, Synon, BRMS and Management Central

- Worked with third party vendors in supporting the networking and LAN/WAN capabilities, such as file database and FTP servers and firewalls

-Mentored and trained junior operators AS 400 I Series commands manually to monitor systems

-Led the team by coaching effectively and dealing with conflicts appropriately

-Created, assigned, updated and resolved trouble tickets for the team

-Acted as liaison with Man and IBM Service Department

-Participate in AS400 I Series Disaster Recovery Plans

-Configure and Restore Empty AS 400 I Series from Backup Tapes

-Escalate problems by paging correct groups/personnel and follow procedures

-Monitor batch jobs, Robot Jobs, Dependencies, run cycle, Check Status, Job Logs

-Install PTF from CD to various systems and update spreadsheets

-Perform Saves and Restores from Test to Production Environment

-Power on systems after IPL from Primary LPAR, Enable and reset Passwords

-Update procedures and prepared documentation for different shifts

-Provide technical support for controllers, modems, printers and terminals

-Determine hardware, software errors and instituted corrective action

-Communicate and solve internal and external clients’ requests

-Delegate effectively to ensure satisfaction to customers

-Troubleshoot and run all programs correctly

Gelderman

Computer Operator Chicago, March 1996-July 1997

-Primarily responsible for all day to day operations of computer functions (AS/400 Series)

-Support IT and network management

-Interact with customers to troubleshoot and ensure trades are executed properly

-Monitor and run all programs effectively

Computer Skills

Extensive AS/400 experience; Java; Synon; Unix; Troubleshooting; PC Hardware and Software; ACD Systems; Novell Networking; PeopleSoft; Lotus Notes R6; Stratus Servers; Linus; MAC OS; Solaris; Microsoft Word; Page Maker; Perfect Works; PhotoShop 4.0; Microsoft Access; MS Office Suite; Excel; File Maker Pro; Internet and Email.

Activities

Competitive soccer player, Varsity Soccer at Western University, 1990-92

References

Available upon request.

Contact this candidate