Customer Service Representative

*** ***** ***** ** **** . Norwalk, oh . Phone 419-***-****

Daniel Samuel

Objective

A trained computer professional with multiple years

of technical support, information technology and

customer service experience. Seeking an employment

opportunity in Information Technology with the

ability to continue my education in the field.

Technical Skills

Working and Practical knowledge of all Windows

Operating Systems from Windows 3.1 to Windows 7,

including NT and Server editions

Familiar with Unix, Linux, and Mac OS

Perform clean install, in-place upgrades, and user

data migration.

Configure networking, user account control, and

Windows Firewall to enhance security. Troubleshoot

network connectivity using the Network and Sharing

Center, as well as TCP/IP command line utilities.

Set up peer-to-peer network including file and

printer sharing. Configure storage, hardware

(using device manager), update drivers, and

configure Windows Update settings. Support native

Vista applications include Internet Explorer,

Windows Mail, Windows Meeting Space, Windows

Calendar, and Windows Defender. Support for mobile

users including Windows Mobility Center, and tablet

PC customization.

Installation and configuration of Active Directory,

including creating and managing multiple domains

and organizational units. Using group policies to

administer and customize workstations, harden

client computers, harden servers using security

templates, install software applications, and

implement WSUS to ensure change management control.

Creation of users, groups, and computer objects;

configuration of file and printer sharing using

proper Microsoft group methodology. Full

maintenance of the servers including hardware,

services, fault tolerance (RAID 1 and 5, and

backups), monitoring (Event Viewer and Performance

Console), and troubleshooting.

Design and implement custom TCP/IP subnetting,

including a fault-tolerant DHCP solution.

Implemented custom Active Directory integrated DNS,

configured and secured zone transfers, and DNS

troubleshooting using GUI and command line tools.

Installed and configured Routing and Remote Access

(RRAS) for internal routing, and for external

remote access (VPN) clients. Implemented static

and dynamic routes (RIP v2). Secured network

traffic, zone transfers and remote access using

IPSec.

Installed and configured ISA 2004. Designed

appropriate firewall rules, including firewall and

web proxy chaining. Installed and configured

clients using SecureNAT, Web Proxy, and ISA

Firewall Client software.

Configured ISA as a Proxy server including caching.

Implemented HTTP, HTTPs and server publishing rules

to make internal servers available to external

clients. Implemented secure remote access services

including VPN quarantine.

Proficient in entire Microsoft Office 2007 Suite,

Microsoft Visual Basic 2008, and Adobe Photoshop

Work experience

06/06 - 06/07 North Point ESC (formerly EHOESC)

Sandusky, OH

Technology Coordinator

Troubleshoot and repair server, client and

networking issues

Work with a variety of vendors to order replacement

systems based on the needs of the organization

Travel to multiple locations and repair and replace

PC's, printers, and networking equipment onsite to

in order to minimize downtime

04/05 - 06/06 Pegasus Logistics Group/Chase

Staffing Coppell, TX

Customer Service Representative

Answer incoming calls from customers concerning

orders and pickups

Coordinate with agents and companies to assure

timely delivery of cargo

Utilized Apex database system (based on Oracle)

Troubleshoot computers and copiers for PLG staff

03/04 - 04/05 Telvista Grapevine, TX

Technical Support Representative

Answer incoming calls from customers concerning

their DSL service

Troubleshoot DSL service and email on Windows and

Macintosh platforms

Utilized Remedy and SSP database systems

10/02 - 02/04 Sprint PCS Forth Worth, TX

Customer Specialist II

Handled incoming calls concerning customer issues

Made changes to customer accounts

08/01 - 03/02 Westgate Fabrics Grand Prairie, TX

Purchasing Clerk

Liaison between manufacturer and supplier

Received calls from agents in showrooms

Developed and maintained company website

02/01 - 06/01 Experian (Formerly TRW) Allen, TX

Consumer Support Representative (CSR)

Handled consumer claims/disputes on credit reports

Utilized CAPS and Supersession database systems

Worked using Aspect phone system and mail disputes

10/99-12/00 Lincoln Staffing/Stream International

Addison, TX

Scanner Technician (Email, MIT, Phone Tech)

Troubleshoot various programs in all versions of

Windows OS

Used the Vantive database system and the KANA email

system

Answered questions from fellow technicians on the

"Mentor Line"

Education

Fall 2007 - May 2010 Lorain County

Community College

Completed an Associate's Degree in Computer

Information Systems - Network Communications

Technology. Career GPA of 2.8 with 75 credit hours

completed.

November, 1997 Texas

GED

Contact this candidate