Manager Customer Service

Aubrey V Humphrey

**** ***** **. # *

Harker Heights, TX 76548

Phone: 972-***-****

E-Mail: *****@*****.***

Educatio Air Force Institute-Tech

n: Diploma, Aviation/Aerospace Mgmt 1978

3.60

National Institute of Technology

Associate of Applied Science, Computer Science 1987

3.28

MS Cert Systems Administrator from Microsoft, License#

HC8DTT0AC5 (06/21/2002)

Experien Presidium Inc

ce: Killeen, TX

07/2010 - Present

IT Helpdesk Representative

Online Tier I support with VPN Active Directory Client

Account verification and Password reset with Windows and

Apple. Blackboards course technical support with Staff and

Students. Parature ticketing management and solutions to

technical/application client problems and queries.

GC Services

Capitol Auto Loan Collection Group

Copperas Cove, TX

04/09/2009 - 11/14/2009

Account Representative

Reconciliation and collections of customer auto loan

accounts and provided alternative program options to

rectify delinquent loans. Manipulated financial

adjustments and information through Windows Vista Desktop

Applications.

Volt Technical Resources /

Apple Computer Corporation

Austin, TX

06/2008 - 01/2009

Data Analyst II

Apple Care Operations Center

Provide technical support to Apple staff and technical

support; create solutions to technical/application client

problems and queries.

Managed call center management tools such as Network Queue

call routing, ACDs, call tracking systems, internet

technology and reporting, IVRs, and core call center

metrics.

Create and managed security level login and Avaya login

accounts with Active Directory Domains for users and

groups.

Genesys Group

Dallas, TX

11/2007- 02/2008

Computer Security Analyst

Maintain, and created security levels for OU's, Domain,

Groups and individual users with Microsoft Server 2003.

Organized and consulted with Management, groups and

developers with project and maintenance changes. Work with

Microsoft 2k, Windows XP Professional, and Vista. System

Administrator, maintenance and research of automated

installation from servers.

Lockheed Martin Enterprise Information Systems

Ft. Worth, TX

11/02/2002-11/10/06

Computer Systems Analyst

MDI (Manage Desktop and Infrastructure) Back Office

Resource Group - Maintaining, programming, and scripting

of automated deployment of applications, operating systems

and image building. Tier III Service Support, SQL Server,

Active Directory migration/maintenance, and Ghost Image

Build support. Perform testing and diagnostics of

developmental hardware/software for production. Back

Office PCVM Network Security Anti-Virus/Adware,

Administrator/Scripter. MDI support and SMS

(advertisements and packages) administrator, Coordinated

Corporate sites security anti-virus administrators and

scripter, and desktop service technicians. Maintained

statistical anti-virus logs and Remedy service requests.

Designs, develops, programs, installs, implements,

conducts research for, and maintains internal data

processing computer systems and utilities, and/or for

customers on a contract basis. Analyzes internal or

external customers' needs, and determines equipment and

software requirements for solutions to problems by means

of automated systems; develops customized solutions to

customer/user problems. Establishes system parameters and

formats; ensures hardware/software compatibility; and

coordinates and/or modifies user requirements in terms of

existing and projected computer capacity and capabilities.

May make programming changes as required to adapt or

enhance existing or new programs and/or utilities.

Maintains supplied software packages for internal users.

Analyzes new hardware to determine its need or application

in the existing or proposed system; advises on new

techniques and estimated costs associated with new or

revised programs and utilities, taking into consideration

personnel, time, and hardware requirements, and makes

trade-off analyses; develops general and detailed

documentation describing system specifications and

operating instructions; and revises existing systems and

procedures to correct deficiencies and maintain more

effective data handling, conversion, input/output

requirements, and storage.

Computer Science Corp./Lockheed Martin

Ft. Worth, TX

10/98-11/02

Desktop System Support

Desktop Problem Resolution - Wintel, SMS, Macs, UNIX; and

Network Support. Maintain RNA, Mainframe, System

Management Server, and Win2k migration/support Project

Team, GIS Project Management, Global Change Control and

LAN Administrator. Network Support TCP/IP Protocols, DHCP,

Cisco Routers and Printers. Supported RNA, Mainframe, FTP,

System Management Server 2.0, Oracle 8.0, EDMS, MS

Exchange, Lotus Notes, Outlook 2K, SAP, Office 2k, and MS

Project.

City of Dallas, Dallas Water Utilities

Dallas, TX

11/95-07/98

IMS Supervisor/Microcomputer Specialist Assistant Manager

Database Administrator, LAN Administrator, Desktop Support

and Supervisory Committee Administrator. Dallas Water

Planning Commission member.

Promoted from ECI - Information Services - Computer

Operator to Assistant Manager of Infrastructure Management

System in GIS and Data Base Administrator in Dallas Water

Utilities.

Air Traffic Control, E-F

U. S. Air Force, Military

05/78-09/82

Dual military and civilian license to control, manage, and

direct civil airlines and private aircrafts from air

traffic control tower. Managed and directed ground control

aircrafts, issuing take-offs, landings and flight

instructions directed to center air space. Directed

aircrafts through air traffic control space. Coordinated

meteorologist significant weather issues throughout the

airport and surrounding areas.

Personal EIS Pinnacle Annual Award from EIS (05/01/2004)

: Held Secret Security Clearance while in US Air Force

Received 5 Recognition Awards in Desktop Support

Oracle Database Administrator on UNIX and NT Platforms

Created and Maintained Crystal Reports from SQL Server

with IMS (Infrastructure Management System) Supervisor in

GIS Systems

Worked as a Master Console Operator IPL Systems, VM,

VAX/LAN, IMS, ACF2, CA7/CA11, JES2, JCL and System Abends

Maintain Network Support utilizing VTAM, CICS, and NETVIEW

Interfaced extensively with programmers and users

COBOL Programmer

Win2000 Migration Project Team Member

GIS Project Management Member

Global Change Control Member

SMS to PCVM Migration Team Member

Mainframe UDK and Network Print Server Administrator -

Monitoring, testing, coordinating and resolving printer

translation, connectivity and migration.

Dedicated Windows NT in 2000 Lan Server Administrator.

Establishing User/Groups Accounts and Permissions, Server

Backup Administrator.

Experienced with UNIX, Macs, 3270 Mainframe Emulation,

FTP, and System. Management Server 2.0, Oracle 8.0, EDMS,

MS Exchange, Lotus Notes, Outlook 2k, SAP, Office 2k, MS

Project and Tier III Anti-Virus Support updating McAfee

Dats with SMS Advertisements and Packages.

Network Support Experience working with TCIP/IP Protocols,

DHCP, Cisco Routers, Hubs, RJ45, CAT3/5, and Coax Cables.

MDI Back Office Corporate PCVM Scripter and EVM Team

Member.

Experienced background as Supervisor, IT Assistant System

Manager.

Able to work with little or no supervision and accustomed

to working in a high pace environment.

Well-adapted Self-Learner; Strong Communication Skills,

Proven Multi-tasking Ability, Efficient Time Management,

Strong Organizational Skills, Detail Oriented, Learns

Systems Quickly, Positive Team Player, Procurement

Knowledge, Understanding of IT, Customer Service Skills,

and Data Analysis Skills.

Contact this candidate