Operations Support Analyst (QA) Resume
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Objective To obtain a position in Information Technology with a fast-paced organization or government agency that encourages continuous growth, learning and to utilize my education and work experience in the accounting, business, and computer fields.
Computer Experience • Auxiliary Skills: Microsoft Office Applications , , XP, , Netfinity Service Manager, Enterprise Administrator (EA), User Manager, Enterprise Directory Manager (EDM), Developer Support Network (DevWeb), Tivoli Remote Control, Store Email (OWA), Telnet, Server Manager, Blue Pumpkin, Enterprise System Management (ESM), Terminal Emulation IBM Host on Demand, Explore, TV++, eN-Concert Store
• Database systems: RBase, PACMAN
• DOS based product: Lotus --
• Hardware: Dell OptiPlex PC’s, Fujitsu/Laser/Talley Printers, NetFinity //, HP Proliant ML , WYSE E-Hire Thin Client, WYSE Workstation Thin Client, DIGI, UPS/Sola, SurePos Cash Registers
• Mainframe Applications: AS, Focus, Fort Wayne (IMSP), JDEdwards, PeopleSoft, Walker General Ledger, WMS, PDX
• Operating Systems: Windows , , NT, and XP, MS DOS, IBM SYSTEM/, IBM PC in workstation emulation, Unix/ScoUnix, SuSE Linux,
• Platforms: CBT (Computer Based Training), Connectivity (Music/Video), Corporate, EAS (Electronic Article Surveillance), IDLC (Interactive Distance Learning Center), IVR (Interactive Voice Response), KIN (Kmart Information Network), POS (Point of Sale), RX (Pharmacy)
• Programming Languages (knowledge of): Assembler, BASIC, COBOL
• Support Central Utilities: Alpha encrypt, Bar Codes to transfer instructions to stores, Codes, Encrypt (RX), Event Viewer, Generic query, KMPing Utility, Old Prism Type, Soft list, Sutrace, Z-code
Education / - / Central Michigan University Mount Pleasant, MI
Master of Science in Administration
Information Resource Management
G.P.A. ./.
/ – / Baker College Owosso, MI
Bachelor of Business Administration
Computer Information Systems/Accounting
G.P.A. ./.
Employment / – Present Sears Holding Corp (Kmart Resource Center) Troy, MI
Operations Support Analyst (Quality Assurance)
• Execute and support production processes including problem solving, change control, and monitoring of systems to maintain efficient operations.
• Implement changes and resolve problems using appropriate processes, procedures and techniques.
• Specialize in the use of specific utilities such as to support efficient operations.
• Analyze problems and procedures and identify resolutions or required changes to improve production processing.
• Recommend and implement refinements for operations efficiency such as job scheduling changes.
• Escalate and communicate issues with the appropriate personnel (Kmart Information Systems, clients, vendors).
• Provide coverage during non-standard working hours as required.
• Provide training and one-to-one mentoring as needed.
• Create and maintain documentation for task procedures required to support business processes.
/ – / Sears Holding Corp (Kmart Resource Center) Troy, MI
System Support Technician
• Responsible for supporting and otherwise maintaining UNIX servers, Windows NT Servers, Windows NT Workstations, Laser Radio Terminals (LRTs), cash registers, and various dot matrix and laser printers across the WAN/LAN.
• Responds to, resolves and, if necessary, escalates software, hardware and procedure problems in order to maintain efficient operations.
• Analyzes information received from clients and interprets to determine proper resolution procedure; executes defined procedures to perform problem diagnosis and resolution; documents incidents in accordance with department standards and resolution to provide proper audit trail and system history and to prepare documentation required to support business processes.
• Interfaces with clients, service vendors, and department support associates in evaluating and escalating problems as necessary to resolve computer problems.
• Identifies and classifies incidents to provide accurate information for statistical analysis of trends.
• Advises and assists clients on the proper usage of hardware and troubleshooting procedures to maintain efficient computer operations.
• Communicates and escalates issues with appropriate personnel to resolve ongoing or recurring problems.
• Ensures corporate security standards and policies are enforced.
• Assisted Tier II, Tier III, and field technicians to resolve escalated hardware and software issues
• Utilized SQL to query and otherwise manipulate data stored in an Informix relational database
/ – / Sears Holding Corp (Kmart Resource Center) Troy, MI
Real Estate Accounting/Finance Specialist – Receivables/Payables
• Responsible for building, keying, maintaining, and updating all co-tenant, landlord, and subtenant receivables in JDEdwards so Real Estate Accounting and Real Estate can use them.
• Assist all areas of Real Estate by ascertaining why certain areas of a lease were done that way or why certain checks were applied the way they were.
• Processed, balanced, and credited all tenants’ accounts from bank statements.
• Major projects concerning with rejections and closing of stores were done in a neat and timely fashion (rent reductions, cure claims, etc).
• Created spreadsheets and updated already created spreadsheets with more accurate data.
• Filled out electronic and manual VAF Spreadsheets.
• Keyed in gross sales for subtenants.
• Processed invoices from beginning to end (expense & utilities).
• Updating and checking master lease addresses and tax id numbers.
• Percentage Rent Reports for Master Leases.
• Put outstanding subtenant charges on the reserves account.
• Wrote off amounts under $..
• Keyed in journal entries to re-class information.
• Update tenant files that are on a month-to-month basis.
/ – / Sears Holding Corp (Kmart Resource Center) Troy, MI
Accounting/Finance Assistant III – Accounts Payable
• Research all past due invoices, claims, and chargebacks for overages, shortages, damages, substitutions, and pricing, and process for payment if applicable, deny part or all of payment if applicable, take claim against carrier if applicable.
• DC Hardlines – Invoices, Claims – Collect and Prepaid
• Case Team – Casing Invoices
• Store Hardlines – Invoices and Chargebacks
/– / Kessel Food Markets Flint, MI
Accounts Receivable Clerk/DSD Accounts Payable Clerk
• Responsible for keying in and collecting all checks that came back uncollected to Kessel Food Markets.
• Responsible for balancing all of Kessel Food Markets: WIC Coupons, store charges, and food vouchers and billing the correct vendors.
• Responsible for writing up and depositing the cash deposit for the corporate office.
• Responsible for writing up what vendors to be paid, match checks that printed with correct and proper backup then match to statements and invoices from vendors and mailing them on the correct days.
• Match store ads correctly to vendor invoices and mail.
• Responsible for sorting all incoming store mail in accounts payable/receivable and give to correct departments.
• Key in Direct Store Delivery (DSD) sheets so vendors could get paid for the product they delivered to the stores.
• Helped any department in Accounts Payable/Receivable if they got behind.
/ – / Kessel Food Markets Corunna, MI
Deli Clerk
• Worked as back-up manager for five to eight employees.
• Prepared lists to be done for the day when the manager wasn’t there.
• Dealt with customers and employees on a daily business
• Stocked shelves and kept work areas clean
• Prepared and processed orders for customers
• Prepared, ordered and processed any supplies needed
• Took inventory once a month and gave results to corporate office
Awards, Certificates and Recognition
• Master Thesis on “Acquiring a Third Photocopier for the Accounts Payable Department” was recommended and submitted for inclusion in the Off Campus Library Services collection of MSA samples for Central Michigan University.
• Kmart University Certificates: Focus Basic, Microsoft Excel : Fundamentals, Intermediate, & Advanced, Microsoft Word : Fundamentals & Intermediate, Effective Business Writing, Microsoft Access : Fundamentals & Word – Business Solutions, Kmart Ethics Training.
• Nominated and awarded the Accounts Payable Rewards & Recognition Program Certificate.
References Available on request
