Karen Tomlinson

404-***-****• Stone Mountain, GA • adariq@r.postjobfree.com

Summary

Highly skilled Information Technology professional with IT support experience assisting entry, mid and senior-level management. My objective is to secure a full-time career opportunity utilizing my IT experience, skills and business knowledge to help promote a productive work environment and contribute to the success of the organization.

Highlights

Proficient in the following areas:

Microsoft Office Expert (Word, Excel, PowerPoint, and Outlook)

JCL, ISPF/TSO,DB2, SQL SAS, OS/2, Unix, Linux, Horizon

High Inbound/Outbound Call Center Volumes

Social Media/Networking Platforms, Operations

Relevant Experience

Apply understanding and knowledge of information systems products and services to assist customers on technical matters.

Recognize customer's problems that should be escalated to the next level for resolution following established protocols.

Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers.

Be knowledgeable of resource materials in order to provide information on client inquires. Maintained appropriate records and prepare reports as required.

Sort and scan files into an electronic filing system. Develop an efficient filing system to make updating and retrieving files easier.

Generate system reports based on customer, management, or development requests.

Operate proprietary Intralot, Inc. software applications .Monitor system hardware availability.

Process customer requests such as new installs, removals, or change of ownerships.

Work closely with Field Service Technicians by phone to install or troubleshoot equipment.

Follow documented checklists and procedures for all daily work assignments.

Performed Data Center production processes including the automated and manual submission of JCL jobs. Kept abreast of the processes and equipment involved in job submission, tape management, printing, and distribution of the finished products.

Maintained a working knowledge of the hardware and troubleshoot (UNIX, VMware, Linux, Novell, AIX, NT, IDX) needed to complete the daily schedule including printers, tape processing equipment, and backup processes.

Monitored, submitted, troubleshoot and analyzed ISPF/TSO, JCL, SAS jobs for processing account and revenue data contained in the MCI upstream order entry and billing system files.

Created Excel spreadsheets to reconcile sale representatives’ monthly commissionable revenue to update the MCI customer database.

Monitored Windows NT and OS/2 PC SAS jobs that downloaded and uploaded data from SQL databases.

Responsible for daily operation of Financial Reporting department that generated daily, weekly, and monthly accounting reports for Loan Servicing department.

Coded, design, tested, troubleshoot, and implemented Structure Query language (SQL) /database II (DB2), Statistical Analytical System (SAS) programming team.

Downloaded data from IBM/CICS and ISPF/TSO SAS mainframe to prepare reports in Clipper, Access, Paradox, and Lotus 123.Liaison for the RTC/FDIIC Asset Operation Department (AOD) and Database II (DB2) and SAS programming team.

Employment

E-File Clerk(Department of Community Supervision /Happy Faces (Contract), Atlanta, GA May 2019 – October 2019

Warehouse( Mud Pie/Happy Faces (Contract), Stone Mountain, GA December 2018 –April 2019

Call Center Customer Service, Intralot, USA/ Insight Global(Contract), Duluth, GA August 2018- November 2018

Technical Support Representative, Computer Generated Solutions, Norcross, GA February 2018- May 2018

System Operator, Intralot, USA, Duluth, GA December 2014- June 2017

Electronic Sales Associate, Walmart, Stone Mountain, GA May 2013- December 2014

Computer Operator, Lockheed/CDC/Apex(Contract), Atlanta, GA November 2009- June 2010

Quality Assurance, Dendrite/TekSystems (Contract), Duluth, GA July 2007- October 2007

Education

Jackson State University

Bachelor of Science/Information Systems/ Computer Science

Mary Holmes College

Associate of Science/ Computer Science

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