Customer Service Quality Assurance

Reginald Holliday

757-***-**** ablo0d@r.postjobfree.com

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EDUCATION

Old Dominion University, Norfolk, VA

Bachelor of Science in Business Administration, August 2008

Major: Information Systems Minor: Management

Relevant Courses: Network Security, Database Concepts, Systems Analysis,

Principles of Tech Architecture, Business Applications with C++, Systems

Design and Implementation, GUI programming with C++, Object Oriented

Application Development Basic.Net with C++, Business Telecommunications and

Networks

Professional Skills and Experience

Software

. Supported user security in current applications such as PeopleSoft

Finance (PSFIN) and PeopleSoft Human Capital Management (PSHCM)

. Developed and maintained test server inventory control for the entire

Quality Assurance Test Lab

. Built and maintained several test case configurations and performed

industry standard tests against Wasabi IP-SAN product

. Completed security and workflow maintenance with established Service

Level Agreements (SLA)

. Performed operating system installation for test initiator equipment

using Windows Server 2003 and Gentoo Linux

. Performed semi-annual security audits of supported applications

Hardware

. Constructed test server configurations based on management

specifications and product requirements

. Installing and configuring network client hardware and software

. Enhancing the performance and reliability of hardware drives using

RAID technology

. Troubleshooting initiators, hardware devices, and web servers through

BIOS testing

. Creating local area networks linking initiators, servers, switch boxes

and the Internet

. Acquired a more robust working knowledge of server

construction/maintenance and data center configuration

Work History

CCR II - Tech Cox Communications, Chesapeake, VA

May 2009-present

. Analyzed and made recommendations based on call volume trends and

other factors for forecasting future customer service needs involving

staff and call capacity

. Effectively utilized troubleshooting tools such as iNAV, EdgeHealth,

CHSI, Polaris, and large company databases

. Assisted customers with reinstalling software, resetting modems,

TCP/IP settings and other functions by performing detailed

troubleshooting

. Resolved questions/concerns quickly and efficiently by actively

listening and personalizing techniques to satisfy customers needs

. Ensured proper installation and configuration of modems, routers, USB

Ethernet adapters, drivers, hardware, and software

. Resolved service issues related to Cox products such as DVRs, HD

boxes, Cox High Speed Internet and Cox Digital Telephone

Security Analyst New York Times, Norfolk, VA

Feb2009-May2009

. Functioned as user security and workflow analyst

. Completed security and workflow maintenance with established Service

Level Agreements (SLA)

. Supported user security in current applications such as PeopleSoft

Finance (PSFIN) and PeopleSoft Human Capital Management (PSHCM)

. Documented security solutions that supported business units in efforts

to retain strong levels of control

. Supported new applications as identified by management

Developer Assistant Liberty Tax, Virginia Beach, VA

Sept2008-Jan2009

. Developed and configured software tax law changes using a defined

development methodology such as the Systems Development Life Cycle

Process

. Edited and updated record layouts for Esmart developers and

programmers

. Created, deleted, and modified line descriptions for federal and state

tax forms

. Generated and designed PDF tax form files according to specific state

regulations

Engineering Intern Wasabi Systems, Norfolk, VA

June2008-Aug2008

. Maintained database inventory for servers, initiators, hard drives,

CPUs and motherboards

. Installed numerous Gentoo Linux Operating Systems

. Troubleshooting and installing servers in server rooms, replacing

necessary parts

. Conducted standard storage tests using Wasabi SAN and NAS Box Software

References available on request

Contact this candidate