Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
IT - Production Control Coordinator / AnalystWork Type
Full TimeLocation Preference
RemoteOn-SiteLocation: Milwaukee, WI
Open to relocation: No
Open To Work
Shelton Gillie
Milwaukee,WI
Work Preference
Summary
Detail-oriented IT Analyst with over 10 years of experience optimizing enterprise IT environments using automation and cloud technologies. Enhanced system uptime and minimized downtime through effective troubleshooting. Contributed to ITIL compliance reporting impacting over 100 users and advanced from Customer Service Representative to IT Analyst within one year.
Overview
16
16
years of professional experience
Work History
IT - Production Control Coordinator / Analyst
Navient
Milwaukee, USA
10.2013 - Current
- Coordinated enterprise IT production schedules and partnered with teams to improve system uptime by 60%.
- Developed PowerShell scripts to automate routine production tasks, reduce manual effort by 50%, and lower production errors.
- Troubleshooted complex production issues across applications, databases, and file transfers, reducing downtime by 30 hours per month.
- Analyzed ServiceNow data to create incident and performance reports, supporting ITIL compliance and guiding decisions for 100+ users.
Customer Service Representative
Duncan Solutions
Milwaukee, USA
10.2012 - 10.2013
- Resolved 90% of customer issues on first call through rapid problem analysis and clear communication of solutions, enhancing customer satisfaction.
- Serviced 100+ daily inbound customer inquiries, providing targeted assistance and comprehensive solutions, leading to 3-point increase in customer experience ratings from post-call surveys.
- Collaborated with internal teams to streamline service workflows, contributing to 80% increase in customer satisfaction scores.
Bank Call Center Representative
Guaranty Bank
Milwaukee, USA
06.2010 - 10.2012
- Reduced average call resolution time by 50% through effective issue analysis and communication, identifying recurring IT-related issues for permanent fixes.
- Settled over 100 daily customer inquiries regarding account discrepancies, transaction errors, and online banking, while escalating complex IT issues to specialized technical teams for resolution.
- Streamlined customer verification process with a new knowledge base, cutting verification time by 60 seconds per call and collaborating with IT to update FAQs.
- Trained new call center representatives on banking procedures, call handling, and CRM usage to enhance onboarding efficiency by 70%.
- Identified and reported 40+ monthly system issues and performance bottlenecks to IT support, ensuring minimal disruption to customer service.
Education
Bachelor of Science - Mathematics
University of Wisconsin–Whitewater
Whitewater, WIAssociate Degree - Computer Technology
Milwaukee Area Technical College
MilwaukeeSkills
- ActiveBatch Job Scheduling
- AWS
- Azure
- Citrix Workspace
- PowerShell
- SQL
- PL/SQL
- Oracle SQL Developer
- ServiceNow (Incident & Change Management)
- Jira
- ITIL Compliance
- Microsoft Office
Timeline
IT - Production Control Coordinator / Analyst
Navient
10.2013 - Current
Customer Service Representative
Duncan Solutions
10.2012 - 10.2013
Bank Call Center Representative
Guaranty Bank
06.2010 - 10.2012
Bachelor of Science - Mathematics
University of Wisconsin–Whitewater
Associate Degree - Computer Technology
Milwaukee Area Technical College