Customer Service Operations Analyst

LAWRENCE EVANGELISTA

Parsippany, NJ, 070**-***-*** 9231

******@*********.*** LinkedIn URL

OPERATIONS ANALYST LEVEL iii

Deliver Projects on time & Within Scope

Develop, maintain, and support information systems and computer operations. Meticulous in resolving technical issues and working on simultaneous projects to achieve goals. Successful time and inventory management proficiencies to seamlessly complete tasks ahead of schedule.

TECHNICAL SKILLS

Operating Systems and Environments: Windows NT, 2000, XP.7, AS/400 iSeries LPARS (Disaster Recovery), MVS Systems (OS/390), TSO/ISPF, PTF (unattended and attended), Update releases of Operating system and Applications

Networking and Protocols: LAN, WAN, TCP/IP, WINS, DNS, DSL, T1-T3 Etc., Wireless, Fax Server, Routers, Switches and Server physical cabling. VPN Client (Fast Access, Dial- up) Sprint Dial- up, Cisco Systems (Voice and with VPN Client), IP voice

Security: McAfee, Norton Antivirus, Password and User ID on AS/400

Network Application Software: Exchange Server, Message Queue Manager, Active Directory, SQL, AS/400 Query, Tivoli, Exchange, Netapp (created at UPS), Aldon, JD Edwards, Trulyx, Spyview. Client Access

Hardware: LPARS (AS/400), IBM, Compaq, MVS, HP, Dell,

Programming Languages: CL Command Language, SQL, HTML, Front Page

Desktop Application Software: MS Word, Excel, Outlook, PowerPoint, Visio, Adobe Reader, Lotus Notes, Access

Database: MVS, Oracle, Backups, Restores, Add, Delete, and Maintenance

PROFESSIONAL EXPERIENCE

ACME Markets Randolph,NJ 2020

Seafood Customer Service

Strong Time Management skills. Customer Service

Stocking and displaying seafood customer service with a personable demeanor. Cleaning and sanitizing seafood department also responsible for frozen cases of seafood and meat display. weighing of meat and seafood. Breakdown of display case . Steaming of shell fish.

IBM at TD BANK, Mahwah, NJ 2014 to 2018

PC LAN Operations Analyst Level III

Supported 22 stores and maintained 95% average of SLO target for incidents and work requests, while seeking opportunities to exceed. Identified and maximized every opportunity within sphere of influence to improve upon customer experience.

Delivered on agreed project tasks/commitments by meeting or exceeding timeline and budget targets.

Captured communication and response improvement opportunities with EITO technology partners by accurate documentation of paging and escalation issues, recognizing root cause for issues, and sharing in collaboration sessions for improving processes and communication.

Switched configuration level iii Cisco, allowing fast replacement of hardware, preventing outages.

Refreshed desktops and laptops imaging disk wipe, getting fast replacement of equipment and users less downtime.

CSC INC., Whippany, NJ 2011 to 2013

Field Service Technician

Performed break fix on desktops and laptops specializing in Dell. Delivered Level II help desk assistance, troubleshot/repaired, Active Directory, and Disaster Recovery of PCs.

Provided Lotus Notes help, permitting users to receive emails.

Completed encryptions decryption of hard drive, validating security of desktops and laptops.

Performed VPN wireless support of Cisco and SonicWall, allowing remote users to access office.

Detailed documentation of issues, confirming troubleshooting was administered faster and accurately.

Kept all inventory and equipment up-to-date, diminishing repair issues.

IBM at JAGUAR/LAND ROVER, Mahwah, NJ 2009 to 2011

Business Application Administrator

Managed break fix issues, Level 2 support, and Net meetings used in troubleshooting. Facilitated Windows XP and Microsoft Professional.

Executed Outlook, Lotus Notes, and GMAIL tasks used in troubleshooting, allowing users to receive emails.

Detailed documentation of issues, making troubleshooting easier.

Performed password reset, permitting users to access system.

Provided VPN ethernet and wireless connection fix, VZ Manager, Client Access 5.0. granting remote access and troubleshooting.

Utilized Maximo and Remedy ticket system, enabling enhanced ticket management.

SAIT SERVICES, Savannah, GA 2008 to 2009

Lead Technician

Oversaw up to 3 technicians. Provided HP server backup, restoration, and installation.

Handled several projects, ensuring success and completion in a timely manner.

Coordinated, documented, and accountable for night activity, providing 24/7 support.

Assessed computer needs of Bank of America Wire Management system, ensuring workstations were organized.

COMFORCE CONSULTANTS INC., Garfield, NJ 2007 to 2008

Administrative Assistant / Help Desk

Spearheaded Level I help desk assistance for over 100 users. Supported MS Office 2007, 2003, built, and repaired desktop PCs.

Provided remote access for troubleshooting, VPN client wireless, and ethernet for timely success of concerns.

ADDITIONAL RELEVANT EXPERIENCE

DYNAMIC STRATEGIES INC., Cranford NJ

Help Desk AS/400 Operations

UNITED PARCEL SERVICE, Paramus, NJ

Technical Support Analyst

SONY MUSIC ENTERTAINTMENT, INC., New York, NY

Technical Support Specialist

Provided technical assistance on production and development of AS/400 and MVS system. PC setup and configuration, and Software installation on computers and AS/400.

Troubleshot Windows 98 XP and NT relative to all Windows software and connectivity issues, supporting server router switches and desktops.

Created DEM calendar using HTML, showing modification schedules of MVS system and tracking issues.

Instructed classes on Netapp Tool usage, Transaction Routing method of communication through AS/400 and Transaction Routing troubleshooting, instructing classed for HTTP connectivity through AS/400 (end to end).

EDUCATION

Bachelor of Science (BS), Business Administration, SUNY OF OLD WESTBURY, Westbury, NY

Attended University of Tampa pursuing Business Administration degree, Tampa, FL

PROFESSIONAL DEVELOPMENT

CMS Institute, Accounting Certificate/QuickBooks IT Solutions, CCNA Courses, Long Island City, NY LMS Courses: Time management, Organizational Skills, Inventory Management

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