Customer Service Technician

ARTHUR D SMITH JR

Riverdale,ga *****

404-***-**** cell

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

sql developer/ Helpdesk Support

Offering Working Knowledge and Record of Consistent, High-Quality

Performance in Systems/Database Configuration, Upgrade, Migration, and

Problem Resolution Activities

Quality-focused IT professional with 8+ years plus A+ equivalent experience

as systems technician and software/hardware support specialist. Current

working knowledge of Oracle Database configuration, SQL Development, PL/SQL

Development. Proven ability to create and deliver solutions that meet

corporate objectives tied to business and technology performance.

Comfortable operating in a wide range of platforms and environments.

Effective communicator; able to explain complex processes in easy-to-

understand terms for end users. Skilled in proactive identification and

resolution of critical systems/network issues. I also have the ability to

work with a team or independent with little supervision.

CORE COMPETENCIES:

? Dell Kase ? Testing & ? Application

Troubleshooting Administration

? Systems & ? Windows & ? Red Hat Linux

Network Upgrades Mac Platforms

? Oracle ? Disaster ? Problem

10g,11g Recovery Planning Identification/Analysis

? Network ? Client ? Track It

Connectivity Issues Needs Fulfillment

TECHNOLOGY SUMMARY:

SOFTWARE: Windows NT/2000/XP, Microsoft Office 97/2000/XP Pro,2003, Oracle

10g, Pl/Sql, Redhat Linux, Enterprise Linux, Oracle RMAN, Remote

Desktop, Netmeeting, VNP, NetMeeting, Remotely Anywhere, Dameware,

VNC,

HARDWARE: IBM/HP/Dell compatible PCs, workstations, Wireless

Routers,Servers, Switches, Printers

PROFESSIONAL EXPERIENCE

System Administrator

7/10-9/10 Good Cents Dunwoody,Ga

. Assist staff and clients with the installation, configuration and

ongoing usability of desktop computers, peripheral equipment and

software.

. Works with vendor support contacts to resolve technical problems with

desktop computing equipment and software.

. Maintained logistics of outgoing and incoming equipment daily.

. Created, managed, delete user accounts using Active directory.

SR. DCSE Technician

9/09- Present Apex Consulting/Unisys

Atlanta, Ga

. Provide customer service to vary fortune 500 companies with their

hardware replacement and similar issues.

. Schedule and manage appointments with Dell Dispatching Agent.

. Install, repair and replace internal hardware components for varies

Dell computers, laptops, and servers.

. Installs, configures and upgrades operating systems and software,

using standard business and administrative packages; modify specific

applications for use in operational departments.

. Installs, assembles and configures computers, monitors, network

infrastructure and peripherals such as printers, scanners and related

hardware; pulls cables and rewires or directs the rewiring of cables

as required for new installations and office reconfiguration.

. Troubleshoots problems with computer systems, including

troubleshooting hardware and software, e-mail, network and peripheral

equipment problems; makes repairs and corrections where required.

Helpdesk Support

12/08-7/09 Outsourcing Solutions Douglasville,Ga

. Assist staff and clients with the installation, configuration and

ongoing usability of desktop computers, peripheral equipment and

software.

. Works with vendor support contacts to resolve technical problems with

desktop computing equipment and software.

. Ensure desktop computers interconnect seamlessly with diverse systems

including associated validation systems, file servers, email servers,

computer

conferencing systems, application servers and administrative systems

. Maintained logistics of outgoing and incoming equipment daily.

. Installed and managed voip (polycom) providing support in an

enterprise scale network environment.

Certified Dell Technician

10/07- 10/08 Apex Consulting/Unisys

Atlanta, Ga

. Provide customer service to vary fortune 500 companies with their

hardware issues.

. Schedule and manage appointments with dell customers.

. Install, repair and replace internal hardware components for varies

Dell computers, laptops, and servers.

. Installs, configures and upgrades operating systems and software,

using standard business and administrative packages; modify specific

applications for use in operational departments.

. Installs, assembles and configures computers, monitors, network

infrastructure and peripherals such as printers, scanners and related

hardware; pulls cables and rewires or directs the rewiring of cables

as required for new installations and office reconfiguration.

. Troubleshoots problems with computer systems, including

troubleshooting hardware and software, e-mail, network and peripheral

equipment problems; makes repairs and corrections where required.

Help Desk Support Technician

01/07- 06/07 ajilon consulting

durham, NC

. Functioned as member of network team handling over 3,000 calls per

day.

. Managed various areas of support included broadband connectivity,

account provisioning, email (Outlook, Outlook Express, Eudora, Mac

email) and Windows installation, configuration, and upgrade issues.

. Maintain and monitored support for all TCP/IP network

configurations.

Sr. Helpdesk Support /Security Assurance Analyst

02/04-08/06 3rd Infantry Division Command Group Fort Stewart,

GA

. Managed and developed more efficient ways for the Command Group to

provide sufficient data to the Pentagon.

. Maintained the Command Group personal web page.

. Assisted and supervised the purchase of all automation equipment valued

at $80,000.

. Maintained all secret and unclassified intranet and web sites for the

Division Command Group.

. Conducted and maintained video conferences with multiple clients in a

garrison and tactical environment.

. Maintained automation and teleconferencing equipment estimated to value

$1.5 million.

Systems Technician / Business System Analyst

08/00 - 01/04 Division Automation Management Office Fort

Stewart, GA

. Maintained the appearance and upgrading of the Division Tactical web

site.

. Responsible for ensuring users are trained on the latest operating

systems.

. Assisted and assured that the Division Tactical exchange server was

operating along Microsoft protocols.

. Responsible for the accountability of 60% of all automation equipment

estimated to cost $150,000.

. Instructed classes on the latest commercial and military software

programs for over 100 personnel.

Key Dell certifications:

DSP - Customer Experience V.2.5 Certification

10/23/2007

Trusted Advisor for Field Service

10/23/2007

Foundation 2007 Portables

10/24/2007

DSP - Mini-Tower V.3 Chassis Certification

10/29/2007

Portables - Inspiron 1720/1721

10/29/2007

DSP - Slim-Tower Chassis Certification

10/29/2007

Portables - Inspiron 1420

10/29/2007

Portables - Inspiron 1520/1521

10/31/2007

Portables - Latitude D531 - Certification

10/31/2007

Portables - XPS - M1730 - Certification

10/31/2007

.

EDUCATION/TRAINING:

CURRENTLY ENROLLED AT DEKALB TECHNICAL AND ATLANTA TECHINCAL COLLEGE.

Contact this candidate