Quality Control Management

Emilio Whittaker

*** **** *** ****** ? Roselle, NJ 07203 ? 917-***-**** ?

******@*******.***

Seasoned Technician with experience on different platforms hardware

operating systems and software packages.

TECHNICAL SKILLS

OPERATING SYSTEMS:RED HAT LINUX 7.3, UNIXWARE 2.1, OPEN SERVER 5.0.2,

WINDOWS 95/98/XP, WINDOWS NT 4.0/2000/2003.

SOFTWARE/PROTOCOLS: TCP/IP, CISCO IOS, SIP, SNMP, RTP, RIP, ISDN, IPSEC,

SRTP, NFS, DNS, SSH, ETHEREAL, NETCOOL OMNIBUS, FTP, CA-

MLINK, VOIP, MICROSOFT OFFICE.

Hardware: Dell Power Edge and other rack mount servers, Cisco routers

(160*), Dialogic telephony cards (ex. D/240PCI-T1,

D/480JCT-2T1), Adaptec raid controllers, network power

switches, Lucent voice recognition boards, DIGI serial

boards, DIGI Network Port Server, Leased Line Modems,

desktops, laptops, hubs, mother boards, network cards,

printers, scanners, modems, Deltec UPS, Switches and

Routers.

PROFESSIONAL EXPERIENCE

Actionlink, Union, NJ

District Manager

2006-present

PROVIDE TOP QUALITY, DETAIL-ORIENTED ATTENTION TOWARDS IN-STORE EXECUTION

AND QUALITY CONTROL OF THE PERFORMANCE OF ALL STORE FRONT MANAGERS.

ADDITIONALLY PROVIDE DIRECT, REAL-TIME REPORTING BACK TO LEADERSHIP IN

AKRON OH.

. Manage a large group of sales representative with varying backgrounds

who lives in different time zones.

. Train, motivate and direct new and existing Store Front Managers on

product details to insure the effective and profitable operation of

the district.

. Provide detailed reporting on in-store execution, quality control and

general compliances.

. Properly recruit, develop and maintain several groups of Demo Sales

Representative and manage their presence in the field.

. Complete trainings as directed for ongoing product knowledge on

Panasonic Plasma Television, Panasonic video camera equipment, SONY

LCD Television, SONY video camera equipment, Toshiba Laptop computers,

Blu-Ray Technology, DSLR Cameras, Tom Tom Navigation Systems, Jabra

Blue Tooth device and Lojack for Laptop anti theft device.

. Ensure that all call reports and time sheets of assigned direct

reports are completed within the timeframe required.

. Ensure timely and ongoing development and proficiency of all direct

reports.

. Provide feedback to senior management of my territory as to how the

market is performing, the satisfaction of the clients as well as

business momentum in the region.

. Suggest, create and implement corrective action plans per business

demands, client expectations and the direction of Actionlink senior

management.

RCH CABLE, Moorestown, NJ

Field Retention Specialists - Part Time

2006-2007

WORK AGGRESSIVELY TO COLLECT PAST DUE MONIES AND SAVE THE CUSTOMER. RECOVER

AVAILABLE EQUIPMENT INCLUDING DIGITAL CONVERTERS AND MODEMS.

. Collect past due balances

. Restore customer accounts to good standing

. Retrieve equipment

. Reduce bad debt and write off

. Achieve subscriber gains

. Increase cash flow

. Conducted physical cable disconnects and re-connects as

warranted.

America Online Time Warner, White Plains, NY

1997-2006

Senior Support Technician

Lead a four man team in testing, analyzing, troubleshooting and configuring

AOL MovieFone network servers and routers for various sites throughout the

continental U.S. and Canada. Provide second-tier support on all hardware

and operating system issues.

. Coordinated the hardware department and third party consultant for

installation and troubleshooting of the MovieFone network systems.

. Monitored the support staff's workload using an online queue and

aligned as requested by upper management.

. Recommend diagnostic tests and possible alternative network

configurations based on degree of service impairment.

. Conduct in-depth analysis of circuit impairments by assessing data

output from a multitude of support systems.

. Act as sole customer liaison, managing a host of IP network issues

not typically found in the standard IP support models.

. Negotiate with support office, coordinate test plans,

communicating findings directly to Management.

. Escalate to senior management as necessary for support.

. Perform Telephony Network Integration at various computer

collocation facilities.

. Design Computer Networking Diagrams to show best use of equipment

using MS Office Visio.

. Analyzed and resolved server connectivity and interactive voice

response (IVR) systems functionality.

. Ensure 24-hour turnaround time on all field hardware replacements

including procuring outsourced consultants.

. Handled RMA of defective equipment returned from the field to

vendors. Reported the status of all outstanding RMAs on a monthly

basis to upper management.

. Managed inventory of assets with a total value surpassing $2M.

. Provided second-tier support to the help desk on theater

management systems.

. Built, configured and installed UNIX base communication servers

throughout the United States and Canada to integrate with Windows

NT theater management systems using NFS shares.

. Built and configured production caliber systems for QA and

development internal testing

. Perform VoIP quality testing at our facility lab.

. Monitor several servers in real time using Netcool Omnibus

software.

. Configured and installed Cisco Routers for network security at

various computer sites.

XEROX Business Services, inc., New York, NY

1994-1997

Associate Technician

Tested and troubleshoot simple to complex copier equipment issues.

Performed full range of maintenance on assigned products including repairs,

installation and removal.

. Addressed customer complaints and made timely follow-ups.

. Worked with the DocuTech computerized network high volume printing

and imaging machine.

. Replaced damaged or worn out machine parts and supplies such as

drum, heat rollers and toners.

TRAINING AND SKILLS

. MICROSOFT OFFICE

. PC/LAN Technician Training

. CCNA Training

. Netcool Omnibus

. PIX Firewall Network Security

. How to Supervise

. Linux Operating Systems Skills

. Unix Operating Systems Skills

. Bilingual Spanish-English

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