Customer Service Support
Resume:
Dexter Williams
Address:
P.O. Box ******
Tampa, Fl 33687
Email: *******@*******.***
OBJECTIVE: Desire a Position that will utilize my talents and
experience to let me exceed and excel within a communications
environment by employing my diverse background management and
leadership skills within a civilian corporation
EXPERIENCE:
HP/Qwest Communications
April 2010 - Present Systems Administrator I
. Provide monitoring services in a 5000+ server environment for a wide
range of customers with the use of HP Openview
. Provide remote hands support from layer 1 connectivity to
troubleshooting customer equipment to include Dell, HP and IBM
Servers. F5 load balancers, Cisco 6500 switches, and Cisco ASA
firewalls.
. Provide assistance with initial customer setup in hosted environment.
Management of power circuits, data and voice port connectivity to the
customer environment.
. Provide cabling duties that include running T1, T3 lines to customer
premise. Cable testing on Cat5, Cat6 and Fiber to include customer
provisioning. Patch panel management.
. Provide monitoring services for customer backups using Veritas
Netbackup, perform tapes changes. Tape management services on
StorageTek, Dell Powervault, IBM and HP storage devices
. Provide monitoring services to critical systems infrastructure to
include CRAC unit, chillers, industrial generators, Fike monitoring
system
. Provide web server monitoring services, IIS, Windows Server 2003,
Windows Server 2008 support, configuring updates on Linux servers.
Monitoring of Microsoft SQL servers
. Provide a high level of customer service support to managed and non-
managed customers
. Provide various other duties to include equipment shipment/receiving,
site security
Stream International
June 2007- April 2010 Support Professional
. Provide Level 2 technical support to Dell small and medium business
customers
. Provide support on the Dell small medium business and consumer
computer line
. Provide MS Office suite and third party application support
. Provide MS Windows support in WIN 9x, WIN NT, WIN XP, WIN Vista
Windows 7. Troubleshooting BSOD, installation, driver support and
training
. Provided a consistent, high level of customer service
. Provide support and training for an array of third party software
packages
Progress Energy
October 2000 - May 2007 Distributed Technology Analyst
. Communication Accomplishments: Designated as part of a two man team.
Responsible for providing uninterrupted communication desktop services
to a client's base of over 500 people, across multiple sites. Provide
hardware support for desktops, laptops, PDA, Blackberry devices,
monitors and scanners, to include troubleshooting hardware problems,
and hardware replacement. Provide troubleshooting to a wide array of
software applications across a mixed, Windows based networks, to
include operating system failures, imaging, data recovery, and data
migration. Over 1000 applications being used throughout the company,
supported different software configuration for various groups within
the company. Oracle based, web based, mainframe based programs, to
include the Microsoft Office suite. Served as site Video
Telecommunication Conference (VTC) coordinator, oversee VTC scheduling
for the company which maintained over 20 VTC sites. Coordinated with
external vendors in support of data, telecom, and wireless
connectivity to include different sites critical applications and
services. Core member of different project teams that included tasks
such as migration from Windows NT to XP, rolling out Symantec
Antivirus across the enterprise, and Cisco VPN technology. Performed
software testing for application rollouts to include preparation to
migrate to Windows Vista. Served as Incident Manager for the
enterprise, whose primary duty was to coordinate support between
various IT groups within the company to provide minimum downtime for
applications and services. Provide server level administration to a
number of applications used within the company.
. Responsible For: Providing professional guidance and assistance to the
communication field, various supervisors, section leads and
communication personnel on matters concerning communication
management, information assurance and accreditations.
. Leadership: Demonstrated methodical planning and execution skills by
supporting the work force with solid recommendations, sound analysis
of system flow, data layouts and subsequent handling of communication
equipment data and voice reporting which proved vital to the success
of uninterrupted communications.
GTE Data Services (Verizon)
April 2000 - September
2000 Technical Support Analyst
. Helpdesk support for internal customers
. Mainframe based application/printing support
. Microsoft Windows/Microsoft Office Suite support
. Exchange/Domain support
. Provided a high level of customer service
Date: 01/2000 to 03/2000 Job Title: Help Desk Analyst
Software Spectrum, Tampa Florida
. Provided technical support for CompuServe, Gateway, and America
Online internet service
. Lead customers through various troubleshooting techniques and
recommended maintenance for personal computers.
. Provided a high level of customer service
Date: 09/12/1988 to 01/12/2000 Job Title: LAN Segment Administrator
United States Marine Corps Fort
Lee, Virginia
. User Administration/User training
. Desktop deployment/Desktop Support
. Personnel Administration
. Infantry, Heavy Machine Guns platoon, Non-Commission Officer training
EDUCATION: Advanced Computer Network, (Certificate), Florida Institute of
Technology
MCSE 4.0
CCA (Citrix)
Completed CCNA Security course at New Horizon
(8/2/10-9/9/30)
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