Customer Service Administrative Assistant

LaTonya Cockrell

¬¬¬¬¬

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

Conway, AR 72032

Mobile: 662-***-****

Email: *******@*****.***

Career Profile

IT Professional with more than 10 years of expertise in production control analysis, JCL, IBM mainframe, and data center operations. Ability to establish and maintain effective working relationship with users, vendors, computer operators, programmers and technical staff.

Professional Experience

Hewlett Packard, Conway, AR April 2010 – June 2010

Customer Loyalty Support

Responsible for answering phones to respond to general customer inquiries, technical issues, and computer registration

• Answer phones and respond to customer requests

• Create an opportunity and place customer orders in computer system

• Provide customers with product and service information

• Transfer customer calls to appropriate staff

• Identify, research, and resolve customer issues using the computer system

• Follow-up on customer inquiries not immediately resolved

• Complete call logs and reports

• Educate the customer on issues

Dillard Store Service, Inc. Little Rock, AR August 1997 – April 2008

Production Control Analyst

Responsible for data center operations including IPL processing, batch processing, being first level of support for abended jobs, supervising a team of 8 to 10 people, directing and guiding other computer operators, data center move and upgrades. Responsible for ensuring that all nightly batch processing is completed and all systems are available for business.

Responsible for setting up new user accounts.

• Advanced knowledge of working in the zeke enterprise with automated event dispatching, manage resources, automate job abend/recovery and restart, automate modification of JCL and control cards, respond automatically to job messages, submit and track job events on other platforms

• Perform JCL and/or Proc overrides to ensure proper restarts of jobs through the job scheduler

• Submit batch jobs, capable of sending messages to the console, knowledgeable of system commands, zeke commands, VM commands, and work center functions

• Recognize and diagnose hardware problems through troubleshooting

• Set up jobs for processing by computer operators

• Inserted data control codes according to job control procedures

• Conveyed technical information to staff and users

• Received training for Disaster Recovery within the data center

• Documented, filed, and maintained accepted job control procedures

• Monitor jobs executing for store processing on a nightly basis

• Over three years of experience with training production control trainees and other analyst on data center policies and procedures

• Assist with data center move, system upgrades, and maintenance to the systems

• Open service tickets and make sure they are updated and completed by deadline

• Collaborate with programmers to resolve issues for abended jobs

• Make sure all problems within the data center are corresponded to the correct department and are resolved within a timely manner

Pizza Hut Morrilton, AR July 1993 – March 1998

Assistant Manager

Responsible for customer service issues, managing staff, and closing processes.

• Calculated daily deposits and earnings

• Managed a staff of 5 or more workers

• Prepared food for customers

• Greeted customers

• Trained new employees on the point of sale system and food preparation

• Coached employees in various areas of weaknesses

• Performed weekly food inventory

Petit Jean Technical College, Morrilton, AR July 1993 – July 1995

Work Study – Administrative Assistant

Responsible for all front office procedures.

• Typed letters and memos

• Filed files

• Operated multiple phone lines

• Greeted visitors

• Made copies

Skills

Software Windows, Microsoft Office Suite

System AS/400, JHS, Zeke, Changeman, TPX, TSO/ISPF, JES2, MVS/JCL, DB2, CICS, IBM mainframe ZOS, HSM, TMS, DASD, CA7, Avanya

Language HTML, COBOL

General Keyboarding, Copier, Fax, Customer Service Skills, Internet Skills, Good Communication Skills, Service Center Ticket, IBM 3800 and 4000 series printers, VTAM commands, Capable of troubleshooting Ctape, ATL’s , and VTS drives

Education

• Nemo Vista High School, Center Ridge, AR

High School Diploma (Honors) - 1993

• University of Arkansas Community College at Morrilton, Morrilton, AR

Data Processing Course Study - 1997

• University of Central Arkansas Conway, AR

Information System Course Study - 1998

References

• Available upon request

Contact this candidate