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Operations Division Call Center Clerk Resume

Hartford, CT

SUMMARY:

Leveraged comprehensive technical knowledge along with expertise in quality assurance testing and computer programming to develop solutions that aligned with and advanced corporate objectives Enhanced the value of deliverables by identifying and correcting defects rapidly and accurately Increased user satisfaction through ongoing support and system modifications

TECHNICAL PROFICIENCIES:

COBOL | JCL | TSO | FILEAID | SYNCSORT | VSAM | IDMS DATABASE | EZTRIEVE | SAS | QUALITY CENTER | PUTTY | MS OFFICE | MS EXCEL | MS WORD | MS PROJECT | OLQBATCH | UNIX Shell | XML

WORK HISTORY:

Confidential, Hartford, CT

Operations Division Call Center Clerk

Responsibilities:

  • Answered phone calls and provided customers with answers, solutions, and direction
  • Provided follow - up to customer queries and ensured all questions were resolved
  • Processed form letters for mailing to tax payers

Confidential, New Haven, CT

Web Development Intern

Responsibilities:

  • Gained knowledge of Web Development basics by using such tools as Wordpress, PHP (Personal Hypertext Preprocessor), PDO (PHP Data Objects), HTML (Hypertext Markup Language), CSS (Cascading Style Sheets), SQL (Structured Query Language), GIT version control system, and Vagrant virtual environment provider
  • Made modifications to existing code to change appearance and function of website templates and added code to update, retrieve, and format information from database

Confidential, New Haven, CT

Senior IT Analyst

Responsibilities:

  • Developed code for a COBOL batch project that made telephone information available on demand to businesses online
  • Designed and coded COBOL system that split reformatted call traffic by common local exchange carrier and created SAS reports for confirmation
  • Programmed data conversion COBOL project that transferred customer information from other call traffic carriers to the company’s long distance offering and developed SAS reports
  • Developed and maintained COBOL code for company’s Automated Message Accounting System
  • Created build plans using Microsoft Project for multiple environments used for testing and production; constructed project plan three times per year for each of several environments and tracked progress of plans via status meetings, email confirmations, and first hand verifications
  • Handled scheduling and deployment for all hardware, software, and database upgrades needed to meet the stated requirements for each release
  • Submitted requests to team and project partners from other teams; tracked accomplishment of each task and tracked progress throughout project in Sharepoint and Microsoft Project
  • Performed Quality Assurance Testing for the Lightspeed (uVerse) project during development and post release; product group provided phone, video, and high speed internet to residential and commercial clients
  • Designed test scenarios based on requirements and communication with business and development teams; created test cases and stored them in Quality Center for execution
  • Generated test data using XML, UNIX Shell Editing, Putty, and team developed tools
  • Provided help desk support on a rotating basis with other team members
  • Created and executed test scripts based on use cases for the corporate information security identity management project as part of the corporate development team
  • Used the Quality Center tool to manually execute test cases and generate defect and test status reports for team management and the user community
  • Provided customer service for clients regarding role assignments and password resets within the identity management system

Confidential, Hartford, CT

Systems Analyst

Responsibilities:

  • Delivered a COBOL system that transferred data from prior insurance carriers onto Confidential ’s online claims system
  • Upgraded Confidential ’s online claims processing system batch code from using an existing system to using IDMS database
  • Designed COBOL application to store, retrieve, and modify Experience Rating Group data on IDMS database and created several customized production reports for user community
  • Analyzed critical path batch systems and monitored error reports to identify and implement needed changes to ensure jobs were running accurately and in a prompt manner to ensure timely daily availability of Confidential ’s online claims system

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