Customer Service Software

Lori R. Davis **** Spring Valley Rd. #***

Dallas, Texas 75254

Cell: 972-***-****

abm9na@r.postjobfree.com

TECHNOLOGY CAREER PROFILE

I am seeking to transfer a broad based skill set, based on 10 years experience in the computer technology industry to an

upcoming growth oriented company.

Core Knowledge & Skill Areas:

Server Maintenance and PC & Mac Hardware & Software Customer Service and

Virtualization Setup Support, Maintenance and Support

Installation

Self Motivated and Goal Driven Team Leadership and Client and Employee Training

Supervision

Data Base Development and Extensive Software Knowledge Inventory Control and

Server maintenance Purchasing

Relevant Experience

Communications and Information Systems Administrator Crdentia

• Manage and Maintain 10 Servers – MS 2000, 2003 and 2007 Servers, SQL Server, July 2008 Present

Exchange 2000 and 2007 Servers. Assisted in the virtualization. Dallas, TX

• Directly Support the Corporate Office and provide remote support for the other 20

locations.

• Maintain the BlackBerry Server and Manage licenses.

• Operate and maintain all system backup operations using Symantec Backup Exec.

• Deployed Spiceworks to manage our networks, inventory, system usage and helpdesk

ticketing system.

• Maintain Nortel/Norstar phone systems.

Help Desk Analyst Credit Solutions

• Create, troubleshoot and manage incident tickets in the Helpdesk queue. October 2007 – June 2008

• Answer the Helpdesk line to assist clients and employees, providing one call resolution Richardson, TX

when possible and escalating to other departments when needed or required.

• Look though all ticket queues to see what issues can be resolved, are duplicates or

can be closed. Handle older trouble tickets that take more research and time then send

a status report to my supervisor.

• Create and manage documentation for troubleshooting, knowledgebase and various

programs and procedures as needed. Assist in keeping the Helpdesk team informed

and up to date on all changes in procedures.

• Assist the Helpdesk team with upper level troubleshooting and questions.

Lori R. Davis Communications and IS Admin 972-***-**** abm9na@r.postjobfree.com Page 1

User Services Specialist April 2004 – April 2007 University of Houston

• Handled all Mac and PC troubleshooting, installations, upgrades, setup and repair September 2001 – April 2007

• Provided phone support for all systems Houston, TX

• Assisted and trained faculty in use of all systems, peripherals, and software University of Houston

• Redesigned and maintained department website September 2001 – April 2007

• Troubleshooting and setup of wireless and LAN connections for all systems Houston, TX

• Inventory purchasing and management for all technology products (Continued from page 1)

• Implemented and maintained stronger security practices

• Created documentation for end user computer and software use

Computer Lab Support Specialist April 2003 – April 2004

• Maintained, troubleshoot, setup and repaired all lab and electronic classroom

computers, peripherals, and software

• Created and applied all ghost images

• Maintained ACL website

• Created walk though documentation for computer and software use.

• Managed Print Server

• Managed AdAstra Server (SQL, Oracle, Win 2000 Server), database and scheduled all

e classroom reservations

• Provided training for all supported software

• Managed and trained a staff of 10

• Assistant management duties

Technical Support Specialist April 2002 – April 2003

• Provided technical support and training for the campus.

• Troubleshooting Network, printer, laptop, wireless, VPN, and other issues as needed

• Provided phone tech support for all systems

• Logged all calls though Support Magic

• Created and applied Ghost images and tested software

Online Course Assistant Sept 2001 – April 2002

• Assisted with development of online courses and department website

• Assisted and trained faculty on the use of computer equipment

• Trained faculty and staff on all multi media software

TLC Computer Services

Computer Technician

March 1999 March 2001

• Computer system troubleshooting and repair

Houston, TX

• Computer system design, construction, upgrading, and quality assurance

• Setting up and troubleshooting small networks

• Customer Service and support

Computer Skills

Software: MS DOS, MS Office 98 2007, Windows 95 Vista, MS Windows Server 2000, 2003, 2007, Mac OS 9 10.4, HTML,

Lori R. Davis Communications and IS Admin 972-***-**** abm9na@r.postjobfree.com Page 2

CSS, FrontPage, Dreamweaver 4 MX, Flash 4 MX, Adobe CS2 bundle, and various other audio/video/design software.

Support Magic, Altiris, SpiceWorks, Ghost Enterprise, SalesLogix CRM, Symantec Backup Exec, StaffMed, StaffMed

Accountant, ADP Payroll Manager, Solomon, Active Directory, various other utilities and technology tools along with some

server applications Oracle & SQL, Linux, Unix.

Support: PC & Mac hardware and software setup and installation, as well as trouble shooting and Repair for desktops and

laptops, all levels of Technical support for Mac and PC, use of various peripherals (Fax, Printers, Digital Cameras, Scanners,

etc). I have also built and maintained a Windows 2000 Server with Oracle and SQL, Network setup and troubleshooting for

Mac and PC, Wireless and LAN.

* Contact me for my full list of software and hardware experience.

Lori R. Davis Communications and IS Admin 972-***-**** abm9na@r.postjobfree.com Page 3

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