Customer Service Project

Kevin Willis

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

502-***-****

___________________________________________________________________

Professional Profile

Second Tier Applications Lead. Database Reconciliation Subject Matter Expert. Systems Administrator.

Multiple Data Center installations. Customer Service Experience. Statistical Reporting. Completed

helpdesk calls. Puts in the time needed to complete assigned tasks. Quick learner. Works well under

pressure. Can work within a team environment as well as independently

Expertise Summary

• Hands on experience with Active Directory

• Utilized SQL scripts and queries throughout project pulling data for reports and trouble resolution

• Worked with staff to help resolve system and database issues

• Provided desktop support to 1,000 end users

• Documented operational procedures and best practices

• Installed, configured, and upgraded NAS and SAN storage systems

• Backed up data with Backup Exec for the possibility of a needed disaster recovery and reviewed

backup job completion

• Analyzed windows and application logs to troubleshoot issues and resolve them

• Maintained Windows enterprise servers 2K3 and Windows XP

• Monitored network and systems to ensure 100% availability

• Trained other coworkers in operational procedures

• Tracked inventory and assets to keep an accurate count of devices throughout the project

• Assisted in maintaining a thorough, up to date list of service request

• Maintained client relationships to provide open communication and optimal satisfaction

• Completed preventive maintenance to ensure equipment was operational at all times

• Worked with business management to develop and implement solutions that didn’t interfere with

production

• Deployed and configured 4 Data Centers for the Census Bureau within a restricted time frame

• Performed QA on server configurations, operating procedures and application utilization of a

multi-site deployment

• Implemented patches and assured successful operation of all systems after each deployment

• Shift lead during production

Professional Experience

2nd Tier Applications Lead (IT Government contractor) - Bronzestar / Evolver, Phoenix, AZ Feb. 2009 – Present

Education

ITT Technical Institute - Associates in Computer Networking Systems - Jan. 2009

Carroll Country Area Technical Center - Jun. 2007

Completed courses in Linux, Cisco, and VB scripting

Currently preparing for MCITP certification

OSHA certified - 2007

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