Customer Service Representative

Lora L. McLeran

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

Livonia, MI 48150

586-***-**** (Cellular)

********@*****.***

EMPLOYMENT OBJECTIVE: Seeking a challenging career position in customer service for where I can utilize my excellent customer service skills and work experience. Availability date: Immediately.

SUMMARY OF QUALIFICATIONS: Skilled professional with extensive experience and training in system development, database design and maintenance, project management, problem resolution and customer support. Detail-oriented, outstanding analytical work prioritization skills and aptitudes. Team player with a positive work attitude. Experienced working with individuals from a wide variety of backgrounds.

Areas of Proficiency:

• Customer Support / Programming

• System Analysis / Database Administration

EXPERIENCE:

CHRYSLER CORPORATION LLC, Auburn Hills, MI 1994-2008

Database Administrator

• Comprehensive responsibility for the definition, creation and maintenance of the enterprise data model within operating systems environment. Analyze, test and implement physical database design (including base definition, structure, documentation, long-range requirements, operational guidelines) supporting various business applications. Ensure data recovery, maintenance, data integrity and space requirements for physical database are met through formulations and monitoring of policies, procedures and standards relating to database management.

• Liaison between user, technical, application and corporate entities to ensure effective data management as a corporate enterprise. Primary emphasis on assurance of meeting ongoing business objectives. Provide ongoing Sarbanes Oxley-related support. Continuously improve efficiency of production processes.

Accomplishments:

• Numerous awards and recognition from business partners for outstanding job performance.

• Achiever of the Month award received.

• Consistently receive 5.9/6 CSI (Customer Satisfaction Ratings).

• Award received for creation of database used for documentation of union demands and contract language in time for labor negotiations.

FORD MOTOR CREDIT COMPANY, Dearborn, MI 1988-1994

Programmer Analyst

• Provided DB2 expertise and maintained test database for application support team. Programmed reporting systems for Used Vehicle Inventory System. Developed standard IMS/BMP program shell for all IT developers to use. Liaison between business customers and application support team. Developed Ford Credit Customer Service Survey System.

• Launched Used Vehicle Information System EFT function by working with auction site personnel to correct RJE transmission data formats and procedures and developed method for manual entry of data for non-mechanized auction sites.

FORD MOTOR COMPANY, Detroit, MI 1987-1988

Dealer Computer Services Technical Support Desk

• Supported Ford dealership systems personnel nationwide.

• Analyzed and resolved hardware and software problems providing instructions via telephone.

• Ensured timely transmissions of accurate financial data according to corporate requirements.

EDUCATION / TRAINING / SKILLS:

Worked for The Dallas Morning News collecting classified advertising over the phone, 1978 – 79.

B.S., Computer Science, Iowa State University, Ames, IA, 1986

Graduated Cum Laude, Upsilon Pi Epsilon Honor Society

Programmer/Analyst Internship, Meredith Corp., Des Moines, IA

Technical Associate Degree, Interior Design, Pittsburgh Art Institute, Pittsburgh, PA

Operating Systems: MVS Operating System; UNIX Sun Solaris, AIX

Database Management Systems: DB2 Z/OS, distributed UDB EE, Sybase, IMS

Tools and Languages: JCL, QMF/SQL , UCC7, TSO, ISPF, COBOL, BASIC, PL/1, IBM Assembler Language, Pascal, FTP, SFTP, PUTTY, DBARTISAN, OMEGAMON, Easytrieve, DXT, DSNICOPY, DSN1COMP, ANALYZE, EXPEDITER, Synchsort, Fileaid, IDS Houston, SPUFI, IDCAMS, VSAM, FOCUS

PC Software: Lotus Notes, Microsoft Office, MS Outlook

Various employer provided training, technical seminars and classes for both soft and hard skills. Attended MDUG (Michigan DB2 Users Group) seminars at least once a year.

MILITARY:

UNITED STATES AIR FORCE, 1973-1977

Continuous Photographic Processor, USAF

Rank: E-4, Senior Airman. Honorable Discharge

PERSONAL: Willing to travel. Salary negotiable. Relocate.

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