Customer Service Management
Resume:
Taijuan Gales
Washington, DC 20019
*********@*****.***
Education:
Strayer University, Washington, DC
(Pending)
Masters of Science in Computer Security Management
ITT Technical Institute, Springfield, VA Campus
Bachelors of Applied Science, Information Systems Security (June
2009)
Associate of Applied Science, Computer Network Systems (December
2004)
Professional Experience:
VirtuStream, Inc. Vienna, VA June 2013 – Current
Service Desk Analyst
• Provide day-to-day customer support for all aspects of the world-wide xStream cloud computing
platform via telephone, email, and ticketing and monitoring systems
• Prioritize and manage service requests, incident management, escalation, and reporting to maintain
service level agreements
• Understand Virtustream organizational structure as needed to provide relevant and timely escalation
of incidents and customer requests
• Work closely with Virtustream technical resources to resolve issues in a timely and professional
manner
• Maintain accurate and complete records of all customer support interactions using service desk tools
and established procedures
• Perform ‘Level0’ validation and ‘Level1’ resolution / fulfillment for customer support
• Perform root cause analysis, identify trends and document troubleshooting knowledge for review by
team mates
• Provide “hands on” assistance in configuring and troubleshooting data center equipment as needed
• Responsible for the management of time and task for side projects as assigned by the Service Desk
Manager i.e. Customer Contact Audits, Trouble Ticket percentage management, updating of
department SOPs (Standard Operating Procedures), etc.
• First level liaison between VirtuStream and VirtuStream customers for site visit/maintenance visits to
the Vienna Data Center, verifying authorized personnel and tracking of site visit via NimSoft tracking
system
• Responsible for physical walk-through of the Vienna Data Center, ensuring the safety and security of
Data Center equipment, A/C units and all other equipment associated with the Data Center
• Responsible for distribution of Shift Turnover reports to Data Center engineers and the next shift of
NOC/Service Desk Analyst to ensure that turnover of any current issues are passed onto new shift
personnel for their situational awareness
DELTA Resources, Inc., Arlington, VA July 2007 – December
2012
Help Desk Analyst/Junior Systems Administrator
• Multi-site Network Administration (Washington, DC/Alexandria, VA/Millersville, MD/Virginia Beach,
VA)
• VMWare ESXi Version 4.1.0 vSphere Administration – Virtual machine monitoring
• SonicWall Monitoring – network firewall monitoring, reporting, and documentation of issues
• Microsoft 2008 Active Directory Management – adding, removing, and updating user account
information, resetting passwords, assignment of rights and access
• Microsoft 2010 Exchange Management – user account creation, modification, deletion, e-mail
archiving,
• CCure Administration – granting of access to DELTA suites, creation of company ID and DELTA
Access Card (DAC)
• Responsible for the distribution of DELTA’s two factor authentication model for access to DELTA
SharePoint sites and resources
• In-dock and setup of employees for all technology needs i.e. laptops, Smart phones, Polycom IP
desk phones, monitors
• BlackBerry Server Administration – account creation, account deletion, account reset for 300+ users
• Dell Kace Kbox Administration – responsible for the reimaging of DELTA laptop, software installs,
computer updates
• Installation and monitoring of anti-virus, malware detection software
• Responsible for troubleshoot and reporting network issues, documenting lessons learned and risk
assessment
• Responsible for applying operating system updates, patches, and configuration changes
• Routine audits of systems and software
• Responsible for the set-up of all smart phone devices for company email i.e. BlackBerry, Android,
and iPhone (Microsoft Active Sync) and iPad
• Expert telephone and in person support to customers; troubleshooting a variety of software,
hardware and network issues to point of resolution or escalation
• Remote Desktop Support
Electronic Data Systems (EDS), Arlington, VA July 2006 – June
2007
Operations Analyst
• Provided nationwide helpdesk support for states’ department of motor vehicles (DMV)
• Provided daily nationwide troubleshooting assistance for the states’ DMV support systems
• Provided training and support to newly hired employees transitioning into their role as team members
• Ran routine reports and performed analysis on issues related to the states’ systems and reported
findings to the states
• Quarterly reporting of analysis performed to the Federal Motor Safety Carrier Association (FMCSA)
• Served as liaison between the Deputy CIO and the director of Operations & Quality Assurance
• Facilitated cross-functional department meetings to resolve network communication issues
Defense Contract Management Agency, Springfield, VA August 2004 – June
2006
Senior Software Tester
• Performed System testing, Function testing, and Beta testing of different software applications
• Performed manual testing of web applications
• Troubleshot different problems with software provided by several vendors that were contracted to the
Department of Defense
• Reported issue via problem tracking software that tracked trends of repeated software issues
• Met with vendors to discuss different solutions or approaches to repair issues
• Responsible for maintaining good relationship and communication between departments and
vendors
• Tasked with the responsibility of meeting different vendor deadlines and test dates
• Responsible for timecard verification using ADP ezLabor Manager System and monthly status was
reported to upper management
• Coordinated and communicated with developers on bug fixes and modifications
• Identification and documentation of test cases for multi-component systems
• Execution and analysis of test cases and documentation of software defects
Cox Communications, Springfield, VA October 2001 – August
2004
System Operations Specialist (April 2002 – August
2004)
• Reported outage or area problem information and number of subscribers affected to the proper
levels of support, i.e. Customer Service, NOC, and upper management
• Sorted through customer care referrals using ICOMMS and other tools to monitor and troubleshoot
system issues
• Determined if there were no network outages and trouble calls were needed
• Communicated troubleshot problems with technicians that handle network outages
• Assisted in reading network prints or checking monitor tools for progress in repairs made
• Called subscribers after outages or area problems are resolved to cancel trouble calls
Technical Support-Tier 3 (October 2001 – April
2002)
• Provided the best customer service and technical support possible to avoid truck rolls
• Assisted subscribers with the repair of connectivity issues between modem and PC or PCs
• Handled operating systems 95x, 2000,XP, email, and other PC related issues
• Monitored subscriber connections via telnet through core router on Cox network
• Administered truck rolls for subscribers with physical connectivity, modem, or NIC issues
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