Data Entry Customer Service

Patricia G Wyckoff

**** ********* ** *****: 713-***-****

Houston TX 77033 Email: ******************@*****.***

OBJECTIVE

Remote Data Entry Operator

Experience: 7 years

Remote Customer service representative

Experience: 10 years

EXPERIENCE

July 2017 – present

Website Designz

Founded the company in 2017 so that I could create informational and e-commerce small business websites, maintain them and do Search Engine Optimization (SEO)

July 2014 – April 2015

Remote Reservation Agent

Hyatt Hotels

Took inbound calls from guests who wanted to make, change or cancel reservations. Resolve reservation issues and research and resolve problems with Hyatt Gold Passport accounts.

Dec 2013 – Aug 2014

Customer Service Representative

Arise Virtual Solutions

Contract for 9 months to provide excellent customer service on in-bound AT&T mobility customers who needed clarification on their wireless bill and troubleshoot wireless devices and investigate and report network issues.

Sept 2010 – Dec 2013

Patti’s Child Care

Cypress, TX

Cared for 3 children under the age of 4.

November 2007 - April 2010

Senior Computer Operator (Permanent Hire)

Capital Group Companies, San Antonio, TX

Monitor CA-7 to ensure batch processing is completed in a timely manner, modify JCL as needed to resolve abends, and restart jobs using CA-11. Verify all CICS and IMS onlines are available. Provided primary help desk support. Reduced manual intervention and streamlined CA7 batch processing. Created and updated job and process documentation.

November 2006 - November 2007

Computer Operator II

Tek Systems, San Antonio, TX

12-month contract for Capital Group Companies

Monitor CA-7 to ensure batch processing is completed in a timely manner, modify JCL as needed to resolve abends, and restart jobs using CA-11. Verify all CICS and IMS onlines are available. Provided primary help desk support. Reduced manual intervention and streamlined CA7 batch processing. Created and updated job and process documentation.

Sept 2000 - Sept 2006

Sr. Production Control Analyst

Affiliated Computer Services

American General Life Insurance (AIG/AG) Account, Houston, TX

Monitor CA-7 to ensure batch processing is completed in a timely manner, modify JCL as needed to resolve abends, and restart jobs using CA-11. Verify all CICS and IMS onlines are available. Provided primary help desk support. Reduced manual intervention and streamlined CA7 batch processing. Created and updated job and process documentation.

Dec 1999 - Sept 2000

Sr. Command Center Analyst

American General Life Insurance (AIG/AG), Houston, TX

Troubleshoot moderate to complex mainframe issues. Monitor CA-7 to ensure batch processing is completed in a timely manner, modify JCL as needed to resolve abends, and restart jobs using CA-11. Verify all CICS and IMS onlines are available. Provide primary help desk support. Outsourced to Affiliated Computer Services in September 2000.

Feb 1996 - Dec 1999

Information Associate / Backup Sr. Production Control Scheduler

Electronic Data Systems, Continental Airlines Account, Houston, TX

Promoted into the Revenue Accounting group, assigned several applications to support and maintain. Implemented new customer requests, various individual and team projects, created new JCL, eliminated production problems, decreased application run time with run time improvements, created and updated run documentation and assisted in training new team members. Responsible for ensuring mainframe data was loaded to UNIX servers. Performed after hours oncall support which included the resolution of JCL, program, data, security and network transmission problems. Served as Backup Sr. Production Control Scheduler.

Sep 1985 - Feb 1996

Sr. Production Control Scheduler

Electronic Data Systems, Continental Airlines Account, Houston, TX

Responsible for setup and maintenance of production jobs on Control-M and CA7 automated scheduling systems, correcting JCL errors and ABENDS, updating job rerun and restart procedures and modifying JCL to adapt to special situations. Designated CA7 administrator for database and system maintenance working closely with systems programming. Team member on the CA7 to Control-M conversion project. Assigned special project of converting job output to the CA-Dispatch report distribution management system.

October 1983 – Sept 1985

Computer Operator II

Ran backups, batch jobs, fixed abends and distributed print. Promoted to SR Production Control Analyst

Sept 1980 - Aug 1983

Lead Data Entry Operator

Continental Airlines

Keyed data, passed out and prioritized work, wrote tapes and delivered to other departments for processing. Laid off for approximately one month then hired back and promoted.

May 1976 – Sept 1980

Data Entry Operator

Continental Airlines

Keyed airline data for Continental Airlines.

EDUCATION

San Jacinto College, Pasadena, TX

27 hours earned.

Studies included Accounting, Computer Operating Systems, Microcomputer Hardware, Windows NT Networking and Administration, Novell Networking and Administration.

Pasadena High School, Pasadena TX

REFERENCES

Available upon request

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