Mattie Johnson

Mattie S Johnson

Hudson, FL *****

adrcig@r.postjobfree.com

317-***-****

Utilize my skills in Customer Service, problem solving, and multi-tasking abilities in a team environment. Would like to expand my knowledge in various areas. Have worked with many different systems. I am a quick learner. I am currently working in Call Center Inbound and Outbound calling on Insurance plans and have also worked calling sales leads for automotive dealerships all over the United States to setup appointments for sales. Positions I have worked have been in different fields, such as; Customer Service, Call Center, Help Desk, Computer Operator, Supervisor, Operations Analyst, and Production Control, mostly in the Information Technology field. I have also participated in ISO Audits keeping manuals of documentation, onsite and offsite storage media, and processes and procedures.

#readytowork

Willing to relocate to: New Port Richey, FL

Authorized to work in the US for any employer

Work Experience

Residential Customer Service Rep Citizens Energy Group Citizens Energy Group

May 2017 to Present

Resolving customer complaints, emergency orders, leak orders, payment arrangements and anything that needs assistance. Also participate in Communications meetings with various departments to find and make improvements to processes and procedures. Part-time Residential Customer Service Rep Citizens Energy Group Part-time

September 2016 to May 2017

Answering calls from customers about their bills and offering first call resolution. Dial America Call Center Agent Part-time

Part-time

September 2013 to April 2017

Responsibilities include Inbound and Outbound calling for Insurance Plans. Explaining the different plans available and and providing information on providers and prescription drug coverage. Certified in Medicare insurance plans. Certified in Medicare and also SiriusXM Radio selling renewals. Temp for Integrity Staffing at Amazon Warehouse

Inbound Stow Rambo & Transship

November 2013 to January 2014

Scanning and placing items in bins on Weekend Nights (B) Have a good percentage rate. Have also worked in ICQA inventory the items in the Bins. I had perfect attendance. Worked 6pm - 4:30am Tues - Fri.

Call Center Agent

ELEAD1ONE Data Software llc

June 2012 to October 2013

My responsibilities are to work with Automotive Dealerships all over the US to set appointments for sales of new or pre-owned vehicles, schedule service appointments, and provide any information needed to get the lead for the dealership. Worked from home working with multiple monitors inputting data into software for the dealership. I work with the scheduler and xtime software. I connect through VPN and the calls go through a dialer on the network. Work with Computer programs and keep logs in Microsoft Office products.

Computer Operator

GTECH

December 2011 to June 2012

Answering phones and resolving issues for FST's, Call Center, and Retailers. Activate and Deactivate lottery terminals per the request of Lottery personnel or Field Service Techs. Grant permissions for access to sell lottery tickets. Reboot Servers weekly and recover reports for lottery personnel as needed. Monitoring the system and navigate through Unix/Linux/AIX/VMS/DOS and perform basic commands, working knowledge of FTP/SFTP protocols, comprehensive knowledge of Office suite and PC operating systems, effective verbal skills and technical written skills, strong customer service and interpersonal skills, ability to plan and organize. Work in an environmentally controlled room, and work 12 hour shifts available to work on nights, weekends and holidays. Computer Operator

Indianapolis Power & Light

January 2008 to October 2011

Responsibilities include tape library duties, security, and monitoring servers. Monitor hardware, servers, power supply, air conditioning, tape drives, and check in tapes from offsite. Help Desk calls answered after hours which consisted of online education courses, Microsoft problems, anything or staff would have with pc, printers, or reports.

HP Enterprise Services

Production Control Coordinator

Indianapolis Power & Light

March 2004 to October 2011

Setup jobs in Zeke, TSO, and Roscoe for schedule. Monitored the nightly batch processes for completion and monitored the schedule for errors and would resolve any problems with software, jcl, or schedule on the Midnight shift, resolved problems such as abended jobs, jcl errors, space problems, reprint reports thru ERD which is a bundling software. Resolved problems by analyzing, gathering information, to resolve in order to complete batch processing based on thresholds based upon the business needs. I also resolved problems with physical hardware such as: tape drives, and printers. Answer Help Desk calls and assign tickets based upon severity of the problem after hours. Worked with software DB2, CICS, TSO,Auto Sys, Zeke, Zebb, Roscoe, and ERD. Worked with little or no supervision. Was also involved in Disaster Recovery processes as as for bringing the system up at another location and test processes and update software.

Computer Operator

Indianapolis Power & Light

January 2008 to August 2010

working at Rolls Royce

Responsible for vendors or anyone getting access to the building, documentation of processes and procedures of all materials, vendors, engineers that needed to be up updated for ISO audits. Procedures for offsite and onsite media had to be updated daily and logs for entering and exiting the building. Granted access to application with secured. Ensure all nightly backups completed on servers thru Unix and Linux and if there is a failure would use procedures for restart of backup. Responsible for Data Center alarms,such as liebert cooling units, ups system and backup generators.Perform restores on the different servers of data as needed for users, and update documentation for ISO audits. Job was terminated due to workforce reduction. Computer Operator/Help Desk

Indianapolis Power & Light

2006 to December 2007

Worked 3 13 hr shifts Sat - Mon - Weekend consisted of mostly help desk calls from students, parents, and teachers. Anything from taking a test to getting grades and teachers trying to input grades or class schedules. Resolve issues from emails and help tickets. Monitor backups on Mainframe, run batch jobs as needed, and monitor Veritas backups thru Netbackup. OneAmerica Computer Operator

Indianapolis Power & Light

December 2004 to July 2006

Worked as a SR. Computer Operator on 2nd shift.Utilize BMC's ControlM software to schedule tasks for application data, transfers, and error messages.. Monitor AS400 with I Series. Operate HP3000 systems. Would perform weekly maintenance on systems by Kipling each system with shutdown and startup procedures. I also did a reboot on the servers and AS400. While working the night shift operations would work with little or no supervision and would support the internal customers as well as external and would assign tickets based on severity of the problem and would resolve and close or assign for next day.

Batesville Casket Contractor Computer Operator

Monitor Mainframe

December 2003 to March 2004

AS400, and Unix platform, and Sys Admiral. Print reports on Xerox DP75 and Tape Library checkin and checkout processes on a daily basis.

Operations Analyst

Universal Music Group

2001 to 2003

Oversee the day to day operations in the Data Center, make decisions and escalate to upper management, communicate verbally as well as written performance reviews for 4 computer operators. Utilized BMC's ControlM software to schedule tasks for application data and monitor error messages, and and also monitored as400 and other servers. Once a week we would clean up the schedule of batch processes that had been rerun or did not process to clean up schedule.Ensure procedures and processes are followed as specified. Senior Computer Operator: Responsibilities included oversee day to day operations, assist team mates with problems by looking at the jcl, escalation process, restart process, assist with hardware problems with ATL tape Library and Xerox printers, Interstellar, and Site Scan by resolving interventions and if need be calling the appropriate vendor for assistance. Monitor systems, such as

UMG mainframe, AS400, DEC, which ftp over to the mainframes. Assist manager with performance evaluations, researching problems, attend meetings, communicate shift turnover written as well as verbal. Aide in training of co-workers. Software consist of TSO, SAR, Dispatch, VPS, VTAM, Automation Point, Controlm, and ECS.

SR. Computer Operator

Delta Faucet

July 2000 to April 2001

Monitor batch cycles thru Beta42 which was the scheduling software, mount 3480 tapes on STK tape drives, and print,sort, and distribute reports printed on Xerox printer 4365, STK Impact printer for purchase orders. Check abends thru SAVR TRMS the report distribution package as to alert programmer to the problem with jcl. Monitor FTP transmissions thru Big Brother Server for Walmart and other stores. Answered help desk calls after hours such as canceling user id's, resetting passwords, and logging pc problems for next business day. Supervisor Computer Operations

Conseco

October 1996 to July 2000

Duties included Midrange, Lan Room, Tape Library, and Mainframe. Monitored and resolved problems on 8 - 12 different systems and supervised 13 - 15 operators. Problem solving and multi-tasking was very important in this position. Monitored all systems as well as overseeing team. Problem solve on hardware, communication equipment, servers, and would help users with pc problems, jcl, and scheduling issues. Performed IPL on all systems weekly, trained operators on the different systems in order to run multiple systems, completed performance reviews, and interview candidates for operator positions. Communicated turnovers to other shifts, and managers. Software included CA7, CA11, Zeke, Zebb, TSO, SAR, VTAM, and VPS. Ensure all servers up and available, backups completed, and all ftp processes complete successfully. Performed backups on Voicemail and Telephone systems also. Shift Lead

Conseco

April 1971 to October 1996

Rexnord 1/11998 - 3/1999) Shift Lead

Monitored batch cycles, using Jobtrac for scheduling, performed server backups on 10 different servers, printed reports for Chain and Bearing plants on STK impact printer and also on Xerox 4635. Software included TSO, Roscoe, ACF2, and SAR. Answered help desk calls to cancel sessions, reset passwords, and rebooting servers. Operating system was Amdahl.Would log all problem tickets and assign a severity based on the business needs. Utilized the Jobtrac schedule for application data and messages to ensure to complete the nightly process. Cinergy 4/1971 - 10/1996 Lan Workstation Support

Help Desk monitored 5 mainframe systems

IBM

1995 to 1996

Worked with pc support setting up workstations, and upgrades. Traveling to different sites to resolve problems with pc's from 1995 - 1996. Acting Coordinator from 1994 - 1995 overseer of other operators and worked in Cincinnati training help desk and computer operators as company was moving the Data Center. Help Desk monitored 5 mainframe systems, utilizing Jobtrac as a scheduling package and then once moved to Cincinnati it was converted to Zeke and was monitored by the Help Desk and would also monitor the system for error messages and batch processing. Help Desk did answer calls regarding cps printers, resetting passwords, change scripts on Novell for user access, checking and resetting terminals, lines, network printers, and status of servers. Computer Operator from 1988 - 1994 Worked 2nd shift mounting reel tapes and 3480 tapes, operating 3800 IBM laser printer, Anacomp Microfiche machines creating fiche for Customer Service dept. which was a copy of customers utility bill. Assist programmers with batch cycle and abends, to ensure the batch processing completed in the time allowed based on the business needs. Scheduled jobs thru Jobtrac. Completed Bundy training for Report Distribution to setup jobs in Bundy.I was involved in Disaster Recovery processes where I would go to Chicago or Texas to bring the system up and test processes. Completed training thru Anacomp to setup reports to go to microfiche. Completed Customer Service training thru Kaset. Tape Librarian(1987 - 1988). Scratch tapes, send out reports listing individual tape usage I order to accumulate enough scratch tapes for daily, weekly, and monthly usage. Coordinate disaster recovery by inventory the vault monthly to ensure all tapes were in right place. Input/Output Operator

(1982 - 11987) Separate, sort, and distribute reports, key job execute cards to submit batch jobs, and submit on card reader. Would verify job completed successfully and notify programmer of status. Keypunch Operator (4/1971 - 1982) Operated IBM029 keypunch machine - keying data on cards kilowatts used for electricity bills, meter reads, payroll, legal, and all other data needed for other departments.

Education Graduated in 1971 from Brownsburg High School - Majored in Business. Have taken several courses: Advanced MVS Operator, Kaset Customer Service, Legent Bundy Report Distribution, Anacomp Microfiche Setup, and JCL training. Team Leadership building course. Education

High school or equivalent in Business

Brownsburg High School - Brownsburg, IN

May 1969 to May 1971

Skills

• CSR

• Customer Care

• Call Center

• Customer Service

• Customer Support

• Microsoft Office

• Time Management

• Data Entry

• Microsoft Outlook

• FTP

• Linux

• Operating Systems

• TCP/IP

• Oracle

• LAN

• SQL

• DNS

• VPN

• Microsoft Windows Server

• Office Experience

• HVAC

Certifications and Licenses

Driver's License

Assessments

Customer Focus & Orientation — Proficient

July 2020

Responding to customer situations with sensitivity. Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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