Customer Service Manager

[pic]DARRYLL WAYNE REED [pic]

**** *. ********* #**** ******, Texas . 469-***-**** . ***********@***.***

CAREER OBJECTIVE

A position as a Unix, Linux Administrator/Desktop Support/Help Desk that

will allow expansion and enhancement of my networking and technical

knowledge and abilities.

HIGHLIGHTS OF QUALIFICATIONS

. CompTIA Linux+ Certified (2010)

. Microsoft Certified Professional (1999)

. Certificate in Computer Operation/Programming (1997)

. Microsoft SQL Server, Oracle PL/SQL

. Perl, Shell Scripting, Java

. HTML, XHTML, CSS, JavaScript, XML

. SAP Support

. Blackberry Support

. Strong Customer Service experience

SUMMARY OF EXPERTISE

Server Support: Red Hat, SUSE Linux, Windows 2003/2000, NT

Server 4.0, UNIX Solaris, Oracle Discovery, Exchange Server, Blackberry

Server, MS Active Directory, Citrix, VMware.

Desktop Support: Linux, Unix, Ubuntu, Windows Vista,XP,

2000,95, Mac OS X,

Web Browsers: Internet Explorer 6.0, 5.0, Firefox, Opera, Safari

Database: MS SQL 2005, MYSQL, Oracle, SAP

Ticketing System: Clarify 12.5, Remedy Software. Web

Admin,

E-mail: Outlook 2003/2007, Lotus Notes 6.0, Sendmail,

Evolution,

EXPERIENCE

Citi Group

9/2008 - 3/2010

Help Desk Analyst/Remote Support

. Supported customers via Inbound/Outbound calls as well as Online cases

. Account Manager in Active Directory & Oracle Discovery, Password reset/

unlocked accounts for Network, PeopleSoft, Oracle, Mainframe, and Lotus

Notes 6.0.

. Supported remote user with VPN Connection issues as well as Blackberry

Support.

. Supported users with login and connection issues Oracle, UNIX, Mainframe,

MS Office (MS Word, MS Excel, MS Outlook), VPN, Network Connection,

Hardware & Software

Supported Customers with Oracle application issues.

CPS Energy

9/2007 - 7/2008

Help Desk Analyst/Remote Support

? Support customer via Inbound/Outbound as well as Online Cases

Account Manager in Active Directory & SAP Password reset/unlocked

accounts as well as Network Accounts, Created Oracle, Email

accounts.

. Supported users with login and connection issues MS Office (MS Word, MS

Excel, MS Outlook), VPN, Network Connection, Hardware & Software

. Support user with SAP login issues as well as Purchase Receipt,

Timesheet, Expense Report.

. Provided Data and email recovery using backup software Commcell.

[pic]DARRYLL WAYNE REED [pic]

7910 N. MacArthur #1025 Irving, Texas . 469-***-****. ***********@***.***

Computer Sciences Corporation (CSC)

9/2006 - 8/2007

Second Level/Help Desk Analyst

. Supported customers via Inbound/Outbound calls as well as Online cases

. Account Manager in Active Directory & Oracle Discovery, Password reset/

unlocked accounts for Network, Peoplesoft, Oracle, Mainframe, and Lotus

Notes 6.0.

. Supported users with login and connection issues Oracle, UNIX, Mainframe,

MS Office (MS Word, MS Excel, MS Outlook), VPN, Network Connection,

Hardware & Software

. Supported Customers with Oracle application issues (E-business,

IProcurement, ISupplier)

NSC Companies,

6/2002

- 1/2006

(Contractor with Exxon Mobil)

Team Lead/SMS Software Specialist/Desktop Support

. Project Lead managing 12 Technician, Distribute Software via SMS 2.0

. Support over 80,000 users, providing hardware and software support.

. Customer Service support in person and on the phone.

. Supported users with MS Office 2003 (Word, Excel, PowerPoint Access,

Outlook), Lotus Notes 6.0, Windows XP, Win Nt4.0. and UNIX.

. Troubleshot, installed and configured network connectivity, Rumba, TSO,

UNIX, Exceed, Novell 32bit client. Citrix Winframe. RAS using Dialup.

. Provided Desktop and Laptop support, VPN.

. Used Remedy software.

. Installed scanners, printers, and PDA.

EDUCATION

Cleveland Institute (Online)

2/2010 - present

Computer Programming with Java, C++, HTML,CSS and JavaScript

Currently pursuing certification in RHCE, SQL Database Administrator, Java

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