Software Customer Service
Resume:
Deborah Kendig
Harrisburg, PA 17111
Home phone: 717-***-**** Cellular: 717-***-****
Profile
Highly motivated IT specialist with years of experience in software support and customer service. Excellent communication skills and a team player. Consistently meets and exceeds established business needs with detail and goal oriented focus. Proven track record of managing and supporting software solutions and implementations.
Summary:
30 years of experience as an Information Technology professional in the Mainframe and Server environments.
Developed and instructed training on complex software tools.
Established and operated a successful business for 10 years.
Continuously learning current technology. Taking classes and pursuing a certification as a Support Specialist.
Experience 01/2011 – Current Penn State Employees Credit Union Harrisburg, PA Desktop Support and Support Desk Analyst – (part time Intern)
Prepare new personal computers for internal customers at PSECU. Configure customized images for internal customers utilizing ghost software. Install new software on customers PC’s when needed. Troubleshoot and fix various hardware problems. Provide first line problem determination on support desk calls. Document problems and assign calls to the appropriate IT support department. Utilize Heat software to record and track calls.
2000-2010 The Bull at the Market Lemoyne, PA Business Owner
Established and operated a successful prepared food business at the West Shore Farmers Market.
1997-1999 Computer Aid Inc. Harrisburg, PA Application Programmer
Modified programs for various client contracts. Thoroughly tested all application programs changed and affected by the modifications. Generated change comparisons and proof of testing. Prepared files and programs for production implementation.
1988–1997 PA National Insurance Harrisburg, PA
Quality Analyst
Reviewed and selected a JCL syntax validation checker. Customized the software to check for the company standards. Trained personnel in Operations and Application development to use the software. Created and maintained user documentation.
As part of the Systems Development Life Cycle, the Quality Assurance team was involved in the review of corporate projects to ensure project controls were in place. Reported written results to management.
Met with client areas to obtain information after the completion of a project to reveal areas where improvements could be made. Produced written results for management.
Reviewed and approved all changes to the production environment, from a new release of systems software to JCL changes.
1993 Harrisburg Hospital Harrisburg, PA
Consultant
Trained scheduling personnel to implement the following state of the art system software products, CA/7 automated scheduling, and CA/11 automated restart package.
Other Professional Experience
PA National Insurance Harrisburg, PA
Consultant
Implemented three operational tools: CA/7, automated scheduling, CA7/RPT, report distribution and archival, and CA/11, automatic restart and recovery. Assisted Technical Support with the installation of the software. Created standards and procedures. Assisted with the implementation of all PA National applications. Trained the PA National Operations and Applications Development staff to use the software tools.
Computer Associates, Formerly UCCEL Corporation Dallas, TX
Consultant
Provided project management expertise for the installation and implementation of UCCEL’s system software products. Performed audits on the use of the software, which included written results of the findings, and recommendations for solutions to the problems found.
New Client Service Representative
Trained new and existing clients on the use of UCCEL’s system software products. Trained the UCCEL sales force in features and functions of the software. Conducted seminars and provided presentations at national software conferences.
Existing Client Service Representative
Provided technical support for existing clients in the area of production scheduling (CA/7). Aided in installation, testing, troubleshooting, implementation and training in the use of the product.
Software and Technologies
Windows XP
Windows 7
MS Office 2007
MS PowerPoint
MS Server 2008
TCP/IP
MVS
CICS
TSO/ISPF
JCL
Panvalet/Librarian
CA/7
CA/11
CA/1
Cobol
Assembler
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