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Customer Service Developer

Location:
Frankfort, KY, 40601
Posted:
January 05, 2020

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Resume:

ROBERT J. DESMOND

Frankfort, KY – *****502-***-**** – ada7vc@r.postjobfree.com – LinkedIn URL

APPLICATION DEVELOPER

SYSTEMS MANAGEMENT – TECHNICAL SOLUTIONS - PROJECT MANAGEMENT

Application Development

System Designing

Technical Troubleshooting

Source Coding

Quality Assurance

Testing Methodologies

Test Plan Design

Server Optimization

Computer Languages

Analytical, highly adaptable professional with extensive experience developing, deploying, and evaluating applications while improving quality and efficiency.

Track record of success in aligning end-user needs with long-term resolutions to complex IT challenges.

Skillfully adept troubleshooter continually focused on identifying, isolating, and effectively resolving technical issues.

Strong knowledge and extensive experience in computer programming languages, along with all peripheral processes.

Accomplished Army Veteran and exceptional developer skilled in building and strengthening applications across functions to drive cohesive, strategic operations.

PROFESSIONAL EXPERIENCE

COMPUCOM CO. Louisville, KY July 2019

IT Service Desk Agent

Identified and applied creative solutions to several IT issues, delivering remote support to customers using 123Resuce.com. Improved customer service satisfaction by consistently serving customers in an efficient, professional manner and offering support at all phases of the troubleshooting process.

Operations Management: Optimized productivity by tactfully managing a changing flow of traffic, effectively multitasking, and solving issues through the use of visualization and abstract thinking.

Technical Support: Provided customers with exceptional support and performing several tasks including unlocking accounts, moving users OU, adding or removing members in distribution lists, modifying change managers of distribution lists, unlocking accounts, providing temporary 24-hour administrative rights, enabling or disabling accounts, shifting computers to different security groups, assigning approved software security groups to users, installing printers, assisting with Outlook issues, and resetting passwords in oracle, mainframe, and hand held scanners.

POMEROY / GENTRONICS Frankfort, KY October 2018-December 2018

IT Service Desk Agent I

Strategically resolved complex IT issues and addressed customer inquiries by using technical expertise to provide remote support. Adhered to service desk procedures including writing service tickets in Service Now as well as documenting and meticulously following Knowledge Base instructions for each presenting issue.

Customer Service: Delivered elite customer service through responsive interfacing, problem assessment, prompt determination of corrective actions, and comprehensive follow-up.

Troubleshooting: Expertly provided recommendations for solutions and improvement for a number of active directory issues including, but not limited to: unlocking accounts, providing temporary 24-hour administrative rights, enabling or disabling accounts, shifting computers to different security groups, assigning approved software security groups to users, installing local printers, assisting with issues in Outlook, and resetting passwords, web logins, and mainframes.

COMPUCOM CO. Louisville, KY May 2016-October 2018

IT Service Desk Agent

Identified and applied creative solutions to several IT issues, delivering remote support to customers using 123Resuce.com. Improved customer service satisfaction by consistently serving customers in an efficient, professional manner and offering support at all phases of the troubleshooting process.

Operations Management: Optimized productivity by tactfully managing a changing flow of traffic, effectively multitasking, and solving issues through the use of visualization and abstract thinking.

Technical Support: Provided customers with exceptional support and performing several tasks including unlocking accounts, moving users OU, adding or removing members in distribution lists, modifying change managers of distribution lists, unlocking accounts, providing temporary 24-hour administrative rights, enabling or disabling accounts, shifting computers to different security groups, assigning approved software security groups to users, installing printers, assisting with Outlook issues, and resetting passwords in oracle, mainframe, and hand held scanners.

NTT DATA / KEANE INC. Frankfort, KY August 2010-April 2012

COBOL Developer

Maintained the IBM mainframe for the State of Kentucky Child Support division, supporting department-specific applications on IBM Mainframe/Enterprise Server and executing coding activities using COBOL, IMS, JCL, CICS, Telon, and VSAM. Played an intricate role in developing passing and receiving data packets that were required for a new web based child support system.

Efficiency & Quality Improvements: Ingeniously turned a pseudo code into a working COBOL application code by analyzing data sources as well as datasets to evaluate and document data content and flows; tactically designed and developed applications.

Productivity and Organization Management: Engineered and maintained a variety of relevant artifacts such as requirements, process models or diagrams, data matrices, and project deliverables.

Systems Management: Performed unit, acceptance, and system testing on all new written applications; requested maintenance and modifications prior to transitioning back into production.

DANA CORPORATION Remote (IBM Mainframe) April 1986-January 2009

Senior COBOL Developer (Contract)

Executed several complex projects on time and within budget, and maintained efficiency after implementation. Designed and wrote an application control system to update TSO PDS’S to replace console response within application programs, an online system to update TSO PDS's to replace IBM 029 Keypunched Data, and a NAFTA Reporting System.

Light Axle Division Projects: Project Build Menu System (where users did not have to enter their Trans ID within CVICS with added security above RACF), Project Convert Payroll DOS/VSE to MVS Platform, Project Convert Other DOS/VSE to MVS Platform, and Project Convert Series 1 Shop Floor Barcode System to RS6000.

oContinuously handled the applications off hours support for 90% of calls and maintained the Enhance IDMS Manufacturing System as needed in the Light Axle Division.

Heavy Axle Division Projects: Project Maintain Manufacturing DL/1 DOS/VSE and Project Convert Manufacturing DL/1 DOS/VSE to MVS IMS.

Technical Expertise: Utilized a number of complex systems and applications on each project including: Cobol, CICS, VSAM, MVS, Batch, CA7, New Menu System, Assembler, PDS Member Security, IMS, IDMS, Microfocus COBOL, Hand Held Barcode Scanners, Oracle MQ, and Unix.

TECHNICAL PROFICIENCIES

Programs, Protocols & Languages:

Maintenance, Coding, User Acceptance, Active Directory, Security, Service Desk, User Acceptance Testing, Outlook, Unit Testing, Shop Floor, System Testing, VSE, RACF, Visual Cobol, Telon, Cobol, IMS, IDMS, JCL, DB2, IDMS, Cobol CICS, MQ, CA7, RS6000, MVS, Oracle, Datasets, Axle. CA7, Clerk, Data Sources, DOS, BNAFTA, IBM Mainframe, Microfocus, Microfocus Cobol, Web Based, and VSAM.

EDUCATION AND CERTIFICATIONS

Watterson College (Louisville, Kentucky)

Associates Degree in Automated Accounting

Watterson College (Louisville, Kentucky)

Associates Degree in Business Programming



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