Customer Service Management

Stephen D. Williams

**** ******* **** • Plano, Texas 75023

Email: **********@*******.*** Home: 972-***-****

Professional Summary

IT professional with extensive mainframe computer operations and production control experience that has also worked in the server environment. Ability to quickly embrace and adapt to frequent change, both technical and corporate. Proven ability to meet service level agreements and solve customer issues. Equally comfortable working independently or as a project team member.

Technical Skills

OS/Environments: TSO, Roscoe, CICS, JES2, JES3, MVS, IMS, Windows XP

Platforms/Protocols: Mainframe (IBM), UNIX, personal computers,

Software: SDSF, View and Deliver, $avers, Omegaview, OPS/MVS Automation, SAR, ACF2, Cobol, DB2, JCL, FileAid, ISPF, Hummingbird, TCP/TCPIP, CA7, CA11, Control-M, AHD 5.5, Paradigm R11, Active Directory, Netmaster, NCCF, VTAM, Endevor, Tivoli, Microsoft Office: Access, Excel, Outlook, Power .Point, Word, Connect Direct, Telegence, Clarify.

Experience

Production Support Shift Manager, Amdocs November 2011 – Present (5 months)

Provided second level support escalating critical issues to third level including establishing bridge calls between third level support, client and vendors, management notification and documentation of crisis with Problem Management.

Monitor, Investigate and fix Production issues.

Use diagnostic tools to proactively prevent congestion and latency problems.

Coordinate priorities and solutions with multiple teams.

Lead tasks to improve production availability and performance issues.

Prepare and analyze production performance and availability results.

Reviewing new version tasks and Performance testing results for potential production impact

Fujitsu America, Dallas, TX (formerly Alliance Data) 2009 - 2011

Production Control Senior Specialist

Handled job scheduling, restarts and temporary overrides using CA7.

Monitored, identified, resolved and escalated job failures.

Supported application / system issues impacting the SLA of daily batch schedules and online availability in a Mainframe production support environment.

Monitored list, lrdy and late queues in CA7 for potential problems.

Provided second level support escalating critical issues to third level including establishing bridge calls between third level support, client and vendors, management notification and documentation of crisis with Problem Management.

Resolved break-fix incidents in timely manner to meet SLAs.

Monitored file transfers to ensure files were delivered in time to meet SLAs.

Provided training and documents to operations staff on tape silo procedures.

Installed packages making changes using Endevor.

Brought onlines down to run special offline jobs request.

Worked with the network group resetting switches and servers as requested.

Handled job scheduling, restarts and recovery using Control M.

Brought up network lines using vtam and nccf.

Alliance Data, Dallas, TX (formerly Dresser Industries) 1997 - 2009

Computer Operations Senior Specialist

Scheduled, ran and monitored production jobs by using SDSF/ISPF/TSO/CA7/CA11 while completing on time nightly batch schedules and maximizing system availability.

Monitored on a daily basis all LPARS in multi CPU environment, IPLs, reboot and system maintenance, resulting in a smooth night of operations with system support.

Created, implemented and managed an Operations manual, increasing job knowledge and centralizing one location for documentation.

Maintained up-to-date knowledge of computer operating procedures and standards, resulting in better working customer relationships and knowledge.

Monitored batch cycles to ensure onlines up 99% on time.

Participated in DR testing and planning in case of any disaster, including off site testing.

Worked in a call center with 200+ employees taking care of customer questions and problems.

Dresser Industries, Dallas, TX 1982 - 1997

Shift Supervisor

Monitored and operated mainframe computers to achieve maximum efficiency.

Interviewed qualified candidates to determine if their experience is congruent with the open position at our organization.

Supervised computer room and the building during off hours.

Provided training for employees to give them skills and knowledge to succeed at their jobs.

Conducted effected performance reviews with employees forming strong relationships.

Education

Richland Community College, Dallas, TX

Community College of Allegheny County, Pittsburgh, PA

Computer Tech, Pittsburgh, PA

Professional Development

ITIL certified LEAN training

Management Development I Customer Service Skills

Management Development II Interviewing Skills

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