Customer Service Support

Abby Smith

***** * ***** **.

Gurnee, IL ***** *********@*****.***

C: 224-***-****

Professional Skills:

Operating Systems Intel Platforms: Microsoft Windows 7/8/10

Microsoft Outlook, Lotus Notes, Microsoft Office 2013, Visio, Cynergy,

Lenovo, Dell, HP, Acer

Mainframe Platforms: iSeries AS/400, IBM 3090, VMS, UNIX Platforms RS6000, Sun Solaris 9, 2.x,,Linux Red Hat, and Fedora

Subsystems RACF, CICS, DB2, MVS, TSO, IMS, IDMS, VTAM- OS/390 IBM

LAN, LDAP, Active Directory, Citrix, Oracle, SAP, Cognos, Remedy, Telecommunications, Sharepoint,USD6/USD12 ticket resolution, Peregrine and Peripheral equipment.

Network Platforms: Cisco Routers configurations, Firewall configurations

Summary:

Enjoy resolving a wide variety of problems on a continual basis. Work well with people/customers

Skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, data communications/networks, and application, within these environments (mainframe, workgroup, and desktop). Experience with customer service functions such as workstation support; demonstrated exceptional organizational skills; familiarity with DOS/Windows and Lotus SmartSuite application software.

Education:

College of Lake County, Currently enrolled, Networking Administration and Security, MCSE/MCSA, Computer Forensics Technician

Prairie State College, Certificate in Computer Operations Chicago Hts. Ill. 1978

ONSSI Training Seminar Certification Bensenville, IL. 2007

Roussel & Grier Oracle Training Certification:Middleton WI. 03/2000

Tiburon Training Data Base Concepts and Adso Online Certification: Racine, WI. 03/1999

Computer Associates IDMS Data Administration, Turning and Facilities, IDMS Utilities Certifications Lisle, Ill. 05/1999

CBT: Jes2, JCL, OS/MVS, REX, SAS, CICS, IMS and IDMS Certifications Racine, WI 07/1998 Mitsui Advanced Media: DB2 Certification Racine, WI 09/1998

Professional Experience:

Optimas LLC

Glenview, IL 60026, September 2015 – present

LAN Administer/Computer Operations Tech/Help Desk Technician

Monitor all MVS/ZOS, AS400 I-Series, and LINUX platforms Whats Up Gold(WUG),

Control - M 9.0 scheduling and online perspective.

Every month downloaded Windows patches and fixed issues with the servers if there were

Any issues downloading the patches.

Worked with Comvault open systems backups and restores. Restoring files that had been corrupted.

Setup Just In Time(Phone) bar code readers.

Ghosted all Laptops and Workstations for users.

Repaired Laptops and Workstations for all hardware/software problems.

Worked with VSpere to create VM/Workstations.

Processes all user requests for job restarts, adding and deleting job processes.

Worked on all Mainframe systems: 390/ZOS, AS400, Jes2, JCL, OS/MVS, CICS, DB2 systems

Checking Unix RS6000 systems messages and errors.

AS400 SME scheduling system copies and then restoring to test AS400 for testing purposes.

Worked as Helpdesk department to answer calls from all users. Document all issues with Zendesk ticket system.

Scheduled all weekend IPL’s of Mainframe systems and Server reboots when necessary.

Coordinated with other Operations Technicians to ensure work flow continuity. Updated departmental documentation within WIKI, relevant to our processes.

Documented all errors, hardware calls, and relevant tickets to be presented to management. Trained all nightshift Technicians.

Recommended and assisted in implementing changes in department procedures and quality Control standards to improve operating efficiency.

HSBC

Vernon Hills, IL. 60061, January 2011 – September 2015

Sr. Analyst

Monitor all MVS, AS400 I-Series, and UNIX platforms from a CA7/CA11, Control M scheduling and online perspective.

Processed all 1OPS CA7/Control M scheduling. Job restarts adding and deleting job processes.

Worked with Micro Dynamics for air check processing.

Worked on Mainframe systems: 390/ZOS, AS400 I-Series, Jes2, JCL, OS, CICS, IDMS, ESP scheduling system.

Monitor all GMG/HVP links on a daily basis. Following a schedule of manually activation/inactivation

USD6/USD12 ticket administration with escalation when needed.

Scheduled IPL’s of Mainframe and iSeries AS 400 with FSS. Maintained Netapps VERITAS backups systems for servers.

Coordinated with other Sr Analysts to ensure work flow continuity Updated departmental documentation relevant to our processes.

Documented all errors, hardware calls, relevent tickets to be presented to management.

Trained new operators.

Recommended and assisted in implementing changes in department procedures and quality control standards to improve operating efficiency

EYESEEYOU Integrators

Gurnee, Ill. February 2009 to 2010

Network and Security Analyst/PC Technician

Build, configure, ungraded and test Microsoft Business Server 2003 Setup Active Directory and worked with Microsoft Exchange. Replace hard drives and installed a new NAS to the server.

Rebuilt a client’s network using newer Cisco Routers and switches. Analyze and resolve PC problems on laptops and desktop systems.

Write work proposals and bids on projects.

Six-Flag Great America

Gurnee, Ill. March 2009 to 2010

Customer Service Clerk

Create/Maintain Schedules for the Foods Dept.

Maintain peripherals: printers, monitors, pc systems

Reset passwords, adding and removing users

Fix schedule issues that come up for all Team Members.

Create and maintain Access Database for the Foods Department. Answer phones and escalate issues to Supervisors/Managers

Work with other departments to resolve issues.

Document problems

Setup paperwork for all the Foods Departments on a daily basis.

CCTV Technician

Moved all cables to existing cameras to the dvrs from the fiber systems.

Tested all cables to the existing cameras.

Trouble shooted issues with the cabling and/or the cameras.

Configured all maintenance programs to fix any space or processing programs on the dvr pc's.

Maintained/Upgraded all the dvrs to the foremost version of software of Proview software.

Created software images; lead/participate in Hardware & Software deployments; Hardware and Software procurement.

Replaced hard drives, fixed hardware problems with the DVR’s.

Configured the video servers and made sure the configuration with the correct IP addresses were working properly.

Secure-Integrations Des Plaines, Ill. Aug. 2006 to Jan. 2009

Des Plaines, Ill. Production Manager/ PC Tech

Responsible for work in progress as assigned to ensure completion of tasks and proper communication with clients; provided “on-call” level-2 support;

Provided primary Support operation (approximately 40 – 80 hours annually) to maintain awareness and enhance operations of Support.

Operated support outposts in client area; reconciled client demand for services with available resources; participated in Support planning functions; recorded all support activities for proper measurement of support business.

Oversaw coordination of various aspects of production, such building PCs and installation of software for the project.

Handled procurement of equipment.

Worked with Dell, HP, APC, CISCO router, Firewall, Linksys, IBM, Seagate, ACER, Kingston, Lenovo, TrippLite and many more.

Expert with Microsoft Windows XP Pro, Windows 7,Vista, Geovision, ONSSI and Milestone, Cynergy

Worked with Virtual PC to test different ONSSI versions on Microsoft systems. Worked with Linux and VMware for further testing of surveillance systems. Expert Geovision, ONSSI, Milestone and Firetide Mesh Network systems

Configured all cameras, within the IP address ranges, IP for all IP cameras settings and NVR’s.

Built, configured and administrated Microsoft Business server 2003. Worked and maintained Active Directory and Microsoft Exchange. Upgraded the server and replaced all faulty parts.

Reconfigured clients Network, (replaced hubs to switches and installed a 48 port Cisco switch) to get more efficiency out of their system with minimum cost. CISCO router configuration, Firewall configurations.

Walgreens Mt. Prospect, Ill. May 2001 to July 2006

Sr Computer Operator

Supervised activities of workers operating computers and peripheral equipment that supported entire company.

Monitor all MVS, AS400 I-Series, and UNIX (Solaris and Sun) platforms from an ESP scheduling and online perspective.

Created documentation on problem resolution.

Conferred with programmers on strategies for fixing batch job abends by modifying existing programs or with JCL overrides until permanent fixes could be applied.

Revised operation schedule to adjust for delays and notified coworkers of adjustments in schedule.

Recommended and assisted in implementing changes in department procedures and quality control standards to improve department operating efficiency.

Scheduled and executed all system and incremental backup for Unix, Mainframe and AS400 iseries systems. Scheduled and executed NAS system backups. Used Veritas and Semantic burning systems DVD’s for users.

Scheduled and executed IPL’s and rebooted all systems as per schedule. Coordinated with other Sr Computer Operators to ensure work flow continuity Trained, and evaluated workers.

Worked on Mainframe systems: 390/ZOS, AS400 I-Series, Jes2, JCL, OS,CICS, IDMS, ESP scheduling system, TMS, UCC1, ATL/VTS robots and STK robots, 3590 tape drives, 3800/3900 laser printers, 6262 and 4203 impact printers.

Worked on Unix, AIX, Solaris, ESP scheduling,, 3590 tape drives,

Worked on PC: MS products, Lotus notes, Remedy, IWARS, Chameleon emulation

Provided off hours support via pager

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