Customer Service Management

Kelvin Graham II

Objective: To find an Information Technology position to build upon my

previous technical skills and talents.

Summary of Qualifications:

. Keen knowledge and skills in all aspects of information technology,

network and system administration, and software application

development and management

. A collaborative and accountable team member, dedicated to follow

through on all assigned duties and responsibilities with proficiency

and accuracy

. Proven outstanding ability to communicate effectively with management,

co-workers and customers on multiple levels, both verbally and in

writing

Education:

Rochester Institute of Technology (RIT) Rochester, NY

. B.S. Information Technology May 2006

. Concentration in Network Administration and Systems Administration

. Psychology Minor

Technical Skills:

. Experience with multiple Windows OS (98/NT/2000/XP/2003/2008), Linux

(RedHat, CentOS and Gentoo) and Mac OS X

. Knowledge with multiple programming languages including Java, Shell

Scripting, Lingo and Perl

. Database experience with SQL Server and mySQL

. Software experience including Microsoft Office including Visio and

Access, Crystal Reports, BIRT

. Experience with virtualization software such as VMWare Hypervisor ESXi

. Built, upgraded and maintained multiple workstations

. Configured wireless and wired home networks

. Configured and managed SonicWall Firewall

. Server administration including Active Directory, DHCP, DNS, and

Symantec Antivirus, Exchange 2003/2007, NOD32, WSUS, Backup Exec,

Blackberry Enterprise Server, Ironport Mail Filter Appliance

Experience:

August 2009 - Present Empirian Property Management, Inc Montvale, NJ

System Administrator

. Provide Tier 1-3 system support via phone and remote management to

over 300 managed properties, as well as Tier 1-2 network support

. Manage and maintain Active Directory and Exchange/Ironport in a Server

2003/2008 and Exchange 2003/2007 environment

. Assisted in the setup of a new datacenter including racking, cabling

and application installation and configuration

March 2007 - August 2009 Avelle, Inc

Seattle, WA

System & Network Administrator

. Support all internal systems including workstations/laptops, servers,

phones, virtual environments, software and network

. Make all technology purchases and coordinate all

installs/implementations for the corporate office

. Acts as liaison between customer service and development team,

handling lower level database adjustments and answering process

questions

. Create queries and generate reports using BIRT

July 2006 - February 2007 Great Lakes Integrated

Cleveland, OH

Systems Engineer

. Provide all levels of technical support, both workstation and server,

for the Avon Lake facility, including setup, installation, and general

troubleshooting

. Perform all maintenance and troubleshooting related to the Promail and

Kewill applications and their servers

. Generate queries and create reports using Access, SQL Server, and

Crystal

December 2004 - August 2005 Department of Justice Washington,

DC

Office Automation Assistant for Human Capital Management and Analysis

. Designed, implemented and managed detailed K2 Security Tracking

database application for multiple levels of personnel and security

data in direct support of the Office of the Chief Information Officer

(OCIO)of the Justice Management Division (JMD)for the Department of

Justice (DOJ)

. Upgraded and integrated cellular phone database inventory system into

existing Billing application for ease of tracking and monitoring

information, while adhering to JMD's Justice Communications Operations

Network (JCON) security restrictions and requirements

. Managed technology and electronic purchases including software,

miscellaneous hardware and copiers, responsible for completing and

submitting required documents and justifications as governed by DOJ

policy and requirements

. Created customizable electronic reports utilized by both security and

cellular phone database applications

. Provide System Administrator direction and oversight of PC set-ups,

general troubleshooting, software and hardware installation

. Coordinated addition of Human Capital Management & Analysis (HCMA)

group to existing Business Management Services LAN, responsible for

providing floor plans for new LAN drops to DOJ's Facilities and

Services Staff (FASS), and managed addition of new users, providing

instruction on initial set-up

. Security Clearance required for this position

REFERENCES AVAILABLE UPON REQUEST

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