TOI LYNN SUGGS SANTAMARIA

**** **** ******

Reynoldsburg, Ohio 43068

614-***-**** – Home

adg6sl@r.postjobfree.com

SUMMARY: IT And Customer Service Professional with broad technical knowledge. Experience in mainframe systems development, implementation, maintenance and production support. With excellent Customer service skills, leadership, motivational, and interpersonal skills. Training in Handling People with Disabilities ADA and the Sensitive and Elderly population. Training with dealing with difficult people. Training identifying personality types of customers to better communicate, engage and have a 5 star call always working towards one call resolution. Also have a positive attitude and the ability to learn new systems, languages, policies and procedures quickly. Exceptional ability to multi-task in fast pasted environment. Can operate CRT and PC. With Data entry skills and typing speed of 33 wpm. With the Aptitude and passion to learn and master new technology rapidly. SYSTEMS: Government: State Child Support was SME in 3months, Welfare systems. Retail : Clothing and Food industry. Implementing government mandates, Policy, Financial Systems – Managerial Accounting, Profit and loss stmts., General ledger, open to buy, vendor analysis, price management and POS systems, Merchandise systems, Outlook, Credit Card systems, Aspect, Lotus-notes, Mortgage Banking systems MBWS, FDS, CCW, Fidelity Lending Portal.. SOFTWARE: COBOL, COBOL 2, COBOL 3, CICS command language, on-line Telon, Easytrieve, Quickjob, Rexx,clist, TSO/ISPF, MVS JCL, IDMS, IMS DB/DC,CICS, VSAM, Assembler, Pascal, Information Expert, 4th Generation PC-Focus. Decision support Systems, Remedy, Microsoft Project, Project Workbench, micro-focus COBOL, Windows NT, Fileaid, Xpediter, Intertest, Microsoft Office

(Word, Excel, Access, PowerPoint), HTML, FTP utilities, IBM utilities, abend-aid, program Dump analysis. Lotus Notes. Aspect, Same Time`

OS environments and hardware: IBM 30XX, MVS, MVS/XA, TSO/ISPF, various PC platforms, MicroSoft Windows (up to 10), Client Server. Windows OS 7, Windows, OS 8,Windows OS 10 34 and 64 bit . Deployment of Windows OS 7 to Windows OS 10 Via MDT SCCM Configuration management. Deployment of - OS 10 upgrade on existing devices OS 7 – 8.1 or OS 10 on new devices and hardware : Wipe and load, In -place and Provisioning Deployment . Microsoft Virtual Academy and Windows 10 Certification in progress.

PROFESSIONAL EXPERIENCE

07/2015 to 06/29/2018 Endurance International group formerly Ecommerce ADVANCED SUPPORT SPECIALIST

07/06/2015 to 06/29/2018

Help desk technical support for Windows and Linux cloud servers Took 50 -70 Inbound calls from customers who have Cloud products Answering Cloud related technical questions for Sales team members Answering general Inbound calls

Performing website migrations for customers

Returning voicemails.

Answering Help desk questions, create, process and resolve tickets 1

TOI LYNN SUGGS SANTAMARIA

Providing second Tier technical, billing and sales support Providing advanced premium support

Complete projects as assigned by management

Perform website migrations, gathering information for customers to host their websites and databases using our dedicated cloud servers.

Create status blogs to inform customers of any issues with service. DNS creations modification and monitoring DNS propagation Trouble ticket creation,trouble shooting and problem resolution. Assist with shared support calls and issues in ticket. Provide advanced premium support

Provide second tier technical, billing and sales support Help clients set up web mail and email accounts via various mail clients, FTP account creation 01/2015 to 01/2015 MANPOWER

CUSTOMER SERVICE CONSULTANT with CHASE Transactional Mortgage 01/05/2015 to 01/30/2015

Took 40 - 60 inbound calls regarding Mortgage Loans questions Took Payment Through Fast Pay

Updated account information

Created Pay off Quotes

Emailed, Faxed or US Postal mail out of documents Notes, Appraisals, 1098 etc. Created Routes

Escrow Analysis

Offered sales and specials on product and services Transferred to other departments based on Customer needs 11/2014 to 12/2014 TELEPERFORMANCE Hilliard Call Center CUSTOMER SERVICE CONSULTANT 2014 - 2014

Took 50 -70 inbound calls regarding customer orders. Open up new accounts.

Processed orders

Track status of orders

Answer customers questions regarding their invoice statements. Take payments

Give refunds and discounts

Perform maintenance and adjustments on accounts

Offered sales of specials on products

Send out new catalogs

9/2014 to 11/2014 PNC BANK, Whitehall Call Center

CUSTOMER SERVICE CONSULTANT 2014 - 2014

Took 60 -70 inbound calls regarding Credit Card accounts. Activated accounts, closed accounts.

Reported lost/ stolen credit cards.

Answer customers questions regarding their Credit card billing statements. 2

TOI LYNN SUGGS SANTAMARIA

Refunded fees

Took payments

Redeemed awards.

Performed maintenance on accounts.

Offered products and services

Did Balance transfers

Added travel notifications to accounts

Reactivated cards after decline

2/2006 to7/ 2008 AEP, Groveport Call Center

CUSTOMER SERVICE ASSOCIATE 2006 - 2008

Took 50-70 calls regarding power outages, electrical emergencies and hazardous situations. Help customers resolve problems and complaints.

Process orders for new accounts, products and services. Answer customers questions regarding their electric bills and compile adjustments. Explain and administer our credit policies.

Promote various AEP programs, products and services. Update and maintain customer records and accounts. Offer and establish payment arrangements, or help customers locate agencies for assistance. 11/1995 to 7/2003 DIVERSIFIED SYSTEMS INC, Columbus, Ohio Ohio Department of Jobs and Family Services.

SENIOR SYSTEM ANALYST II CONSULTANT 1999-2003

Provided production support for State of Ohio Client registry information system enhanced (CRIS-E), incident resolution and User support. Implemented new programs or changes as needed using the company standard systems for quality control such as CMS,PVCS, REMEDY and MS-Project. Microsoft Windows and office suite and Franklin/Covey Planner system for time management and organization.

Analyzed, modified or eliminated obsolete jobs or programs, online and batch, to improve performance and cut down on response time. Reports were either eliminated or worked to give summarized and detailed versions. Deadlocks were mostly eliminated. Significant savings on time were achieved. Create programs and systems enhancements and fixes using Cobol II, IMS DB/DC DL/I, Telon (code generator/ online and batch) MVS JCL creation job stream, or IMS Database, flat files, generation data groups, store retrieve an manipulate data.

Enhanced and maintained interfaces between CRIS-E (welfare) and SETS (Child Support) systems. Created Documentation – Feasibility studies, impact analysis, General system Design, Detail Design, Program specs., and test plans using MS-Word.

Provided user support, assisted other Senior Analyst, Business Analyst, Programmer Analyst, programmers and Managers. Perform analysis and created detailed design documents and programming specifications.

SYSTEMS ANALYST I CONSULTANT 1995-1999

Within 3 months on project became the Technical subject matter expert -SME on the State of Ohio Child Support system and liaison between user community and MIS.. Provided production support: maintained and created new systems; implemented jobs, created new reports. Co-Team lead team of 5 for Case Management /Financial child support group. Extensive user interaction due to the transition between the existing systems and the new one. 3

TOI LYNN SUGGS SANTAMARIA

Was on special project teams which had to work extensive hours to reach federal mandated time lines and saved millions of federal aid to Ohio. Developed new programs to enhance existing functions, this involved new COBOL II programs, Telon, IMS DB/DC.

Provided production support: IR resolution, maintenance and enhancement of online systems, creation of online and batch programs, trained users.

CONTRACT SITE MANAGER 1996 – 1999

Managed contract staff of 7, status reporting, development planning and goals, time sheet statistics, interviewing new employees, strategic planning, project development, and assignments. 10/1991 to 11/ 1995 LIMITED INC. LANE BRYANT DIVSION, Reynoldsburg, Ohio PROGRAMMER ANALYST, Financial Systems 1993 – 1995

Provided production support for State of Ohio Client registry information system enhanced (CRIS-E), incident resolution and User support. Implemented new programs or changes as needed using the company standard systems for quality control such as CMS,PVCS, REMEDY and MS-Project. Microsoft Windows and office suite and Franklin/Covey Planner system for time management and organization.

Analyzed, modified or eliminated obsolete jobs or programs, online and batch, to improve performance and cut down on response time. Reports were either eliminated or worked to give summarized and detailed versions. Deadlocks were mostly eliminated. Significant savings on time were achieved. Create programs and systems enhancements and fixes using Cobol II, IMS DB/DC DL/I, Telon (code generator/ online and batch) MVS JCL creation job stream, or IMS Database, flat files, generation data groups, store retrieve an manipulate data.

Enhanced and maintained interfaces between CRIS-E (welfare) and SETS (Child Support) systems. Created Documentation – Feasibility studies, impact analysis, General system Design, Detail Design, Program specs., and test plans using MS-Word.

Provided user support, assisted other senior analyst, business analyst, and programmers. Perform analysis and created detailed design documents and programming specifications. PROGRAMMER Financial Systems 1991–1993

Analyzed and designed new systems utilizing system development methodologies complete from initial development through implementation. Created and maintained documentation. . Successfully converted the company to a new payroll system, learning Information Expert while Leading project from design to implementation for over 10,000 employees. Was promoted to programmer analyst and received S.P.A.R.K award (Stellar Performance and Retail Know-how). Designed and developed financial systems; this included designing, coding, testing of diverse new systems.

Created many of those systems in CICS when the company decided to convert to those systems from IDMS.

POS system Polling and development for over 800 retail stores. Store contest tracking, profit loss and Financials.

Cobol conversion – Cobol programs for all divisions were converted to Cobol 2 (about 1200), programs were modified to remove obsolete code and change old GoTo programming to the new structured standards, modify or eliminate Internal sort programs and designed new jobs using external sorts to improve performance and maintenance.

2/1989 to 10/1991 BIG BEAR STORES Management Information systems PROGRAMMER Merchandise Systems 1989-1991

Responsible for coding and testing COBOL application programs. Maintenance on existing CICS online systems, COBOL program and MVS/JCL system job streams. Analyzing, flowcharting, designing and documenting entire OS/JCL job streams. 4

TOI LYNN SUGGS SANTAMARIA

Converted DOS/VSE COBOL, RPG, Assembler programs and JCL systems to MVS/XA standards. Tested Debugged, enhanced and implemented job streams until entire system was MVS. EDUCATION

DeVry University, Columbus, Ohio

Bachelor of Science Degree in Computer Information Systems 10/21/1988 Honors:Dean’s List

Accounting, Business Data Processing, various Programming Languages, Systems Analysis and Design, Database Management, Controls and Securities, Accounts Payable/Receivable, Payroll, Inventory, etc.

DeVry University, Columbus, Ohio

3 Classes away from of Bachelor of Technical Management specializing in Health Services Management Honors:Dean’s List

Health Services Information Systems, Health Services Finance, Healthcare Policy, Managed Care and Health Insurance, Health Services management,Health Rights and Responsibilities, Planning and Marketing for Health Services Organizations. Microsoft Virtual Academy:

Deployment of Windows OS 10 upgrades from OS 7,8,8.1 and Windows OS 10 functionality, End user training

10 MDT SCCM, domain and non domain users, Wipe and Load, In-place and Provisioning certification training. Install.wim, auto roll back etc,

Self training on the deployment processes to upgrade from Windows OS 7 to OS 10 Via YouTube videos before January 14 2020 deadline when Windows OS 7 is no longer reported. REFERENCES AVAILABLE UPON REQUEST.

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