Customer Service Software

Darrell Z. Medlock

___________________________________________________________

843-***-**** - abifpc@r.postjobfree.com

*** **** ******,

Santa Teresa NM 88008

OBJECTIVE

To continue my career in Information Systems/Telecommunications

QUALIFICATIONS

Microsoft Windows (OS) 95, 98, 2000/NT, XP, Windows 7, Windows 2000/2003

Server, Advance Server Enterprise Edition, Microsoft Office 97, 2000, 2003,

2007, XP, Microsoft Exchange 5. 5 / Server 2003, BES, MIME, LDAP,

Windows Desk Top, POP3, IMAP, SMTP, TCP/IP, DNS, WINNS, VPN, VNC, Ideal

Admin, Active Directory, Norton Anti Virus 10, Veritas Back-Up v.12, Trend

Micro and Norton Anti Virus, Domain Administrator, DHCP, T1(PRI-BRI)/E1,

DSL, Frame Relay, ISDN, Dialup, Ethernet/Thinned/Thick Net, 802.11/A,B,G,N,

WAP, WEP, LAN/WAN, Extranet, Avaya G3SI, IP Office V6, SMDR, Intermec RF

Wireless, Blue Socket Wireless, E-CAS, CAT 2,3,5,6, Fiber SC,LX,LC, Dell,

HP, Compaq, IBM P.C., Motorola and Cisco Routers, AS400, 5250 Emulation,

IBM Mainframe, 3270 Emulation, TSO, MVS, VTAM, ISPF, Citrix, Crystal

Reports v.12, RJ45, RJ11, Cisco 1700/2600 Series routers, Blackberry, BES,

smart phones, OWA., Ideal remote connection 8.0, VNC remote connection,

Telnet.

PROFESSIONAL EXPERIENCE

A.O. Smith Water Products Company - El Paso, TX-McBee, SC

1987 - Present

Telecommunications Manager / Sr. Telecommunications Analyst

. Respond to hardware, software, and network problems utilizing

hardware and software testing tools and techniques

. Coordinate with vendor support service groups to ensure appropriate

notification during outages or low system performance

. Install and configure Servers with Norton backup software, OS

updates, anti virus, office applications, IIS, static IP

addresses/gateways, DNS/WINS/DHCP, subnet address, and VNC server

application.

. Provide LAN/WAN server support - Config Cisco Routers /Switches -

Sonic Firewalls - Domain Administrator.

. Network Administrator Active Directory, GPO's.

. Strong knowledge of PC/LAN/WAN Networks in a multi-protocol

environment - Setup and support Blackberry's (BES), Smart phones,

and Cell Phones

. Analyze requirements in support of microcomputer applications;

create, design and develop requirements in various media; provide

program support; test, debug, write documentation as required

. Respond to help desk tickets for level 1, 2, 3 supports. Provide

customer assistance support through the performance of on-site

installation, servicing, and repair of complex equipment and

systems

. Configure and load software for customers' desktops and laptops;

install new software packages, upgrades, and new desktop hardware

(computers, printers, and other peripherals)

. Test, repair, replace, and install computer and data communications

hardware at plant facility including servers, printers, routers,

switches, and computer workstations running specific operating

systems

. Evaluate system configuration and software to ensure effective use

of hardware resources

. Perform site surveys including implementing additions, changes,

modifications, and relocating of existing equipment

. Answer trouble calls from assigned Help Desk tickets and provide

technical assistance and solutions to a wide range of problems

related to computer and data communication equipment and software

applications

. Instruct end users in the operation and maintenance of the system

. Serve as company liaison with customers on administrative and

technical matters for assigned projects

. Evaluate end user requirements

. Make recommendations to improve efficiency and cost effectiveness

and implement.

Darrell Z. Medlock

Page 2________________________________________

______________________________843-***-**** - abifpc@r.postjobfree.com

1236 Carrington

Lane - Hartsville, SC 29550

. Prepare timely reports and documentation as needed on daily

activities

. Provide functional guidance, advice, and/or training to less

experienced engineers, technical specialists, and support personnel

. Perform major/minor hardware/software/ network installation,

maintenance, and replacement. Identify problems and resolve

hardware/software network malfunctions

. Support AVAYA G3SI / IP OFFICE V6, phones system and Audix

(Installs, Moves, Adds, Changes) as Telecom Administrator. Support

22 Customer Service agents. Call Center with ACD

. Support AVAYA IP Office 500 and all moves, add, and changes.

. Manage two full-time PC technicians

. Setup video security system with 17 cameras.

. Pull, terminate and test CAT 3, 5, 5e, and 6 cables. Install patch

panels, relay racks, wire managers, UPS.

EDUCATION

Austin High School - El Paso, Texas (graduate)

University of Texas at El Paso - El Paso, Texas

El Paso Community College - El Paso, Texas *

El Paso Community College - El Paso, Texas **

* Degree - Applied Associates in Mid-Management

** CompTia Certification, A+ (Hardware and Software) and Network Plus +

MILITARY SERVICE:

United States Marine Corp. Honorable Discharge Vietnam Purple

Heart

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