Customer Service Software

Travis Jones

**** ******* ****** . *******, ***** Carolina, 27611-8778. 919-***-****.

***********@*********.***

Summary

Self-motivated, team oriented IT professional with over ten years of

IT experience to offer.

Experienced in both call center environments, as well as hands-on and

face-to-face customer interaction. Strong work ethic coupled with a

focus on customer service will quickly assist me in becoming an asset

to an organization seeking to integrate organizational and

technological resources to accomplish top business results.

Technical Skills

. Configures Dialup connections using point to point protocol and

Virtual Private Networking

. Provides technical support for software

. Provides technical training for applications and network support

. Installs and supports multiple types of propriety software

. Administers accounts in Windows NT 4.0, Windows 2000 Windows XP and

Novell environment

. Configures local and network printers

. Configures a wide variety of modems

. Installs and maintains backup software, such as Aracdia, Seagate,

Adaptec and HP

. Configures NIC cards

. Basic SQL database trouble shooting

. End-user working with communication connectivity application using

Microsoft Outlook, Microsoft

. Outlook Web Access and CC:Mail (Lotus Application)

. Identifies core problems, and performs system configuration as well as

database modifications to reduce user problems.

. Installs and configures Blackberry software

. Installing and Configure OS Mac 9x and 10x

. Mounting SATA and ATA Hard drives to Linux, Macintosh, Window 9x,

2000,XP and Server 2000, 2003 and 2008

Professional Experience

Redwood Software- IT/IS Administrator, Morrisville, NC

March 2007-2012

. Installs and supports multiple types of propriety software

. Querying workstations for inventory from the network

. Loading RIS images from DVD's and the network

. Performed remote control of IIMS workstation

. Provided troubleshooting and resolution of network connectivity and

application support problems

. Fully documented each call and resolutions through RT ticket system

. Reinstalled Software on workstations through use of remote tools

. Setup Dialup configurations using point to point protocol and VPN

. Active Directory and creation of group policies

. Configures DHCP in the Redwood workstations and laptops

. Configures Printer, modem, and other devices

. Systems Administrator for the Redwood environment using Active

Directory

. Installing and configuring Red Hat, SuSie and Ubuntu Workstations and

Servers

. Installing SQL Server 2000/2005/2008

. PBX Administrator

. Configuring iPhones and BlackBerry using SSL webmail and Exchange

. Configuring and supporting Exchange 2003/2007/2010

. Server NT 4.0/2k/2k3/2k8 with Hyper-V support

. Configuring and supporting of VMware Servers, Workstations and Virtual

networks

. Mobile device Configuration and Support

. Macintosh OS 9.0 thru 10.6.5 Configuration, installation, networking

and support.

. Configuring and supporting Macintosh Parallels

CompUSA- IT Sales Rep., Raleigh, NC May

2006- May 2007

. Selling IT solutions

. Analyze competitive product offerings in terms of features and

benefits as well as price points.

. Training and assisting customer with Macintosh and Windows Systems.

. Justifying new product development investments

Northrop Grumman- United States Postal Service (USPS) Account, Tier

II/Systems Administrator, Raleigh, NC

January 2005-present

. Installs and supports multiple types of propriety software

. Querying ACE workstations in the SMS 2003 on the postal network

. Loading RIS images from DVD's and the network

. Performed remote control of IIMS workstation

. Provided troubleshooting and resolution of network connectivity and

application support problems

. Fully documented each call and resolutions through EPTRS Remedy ticket

system

. Reinstalled Software on workstations through use of remote tools

. Setup Dialup configurations using point to point protocol and VPN

. Uninstalling SMS 2.0 and installing SMS Client 2003

. Active Directory and creation of group policies

. Configures DHCP in the Ace workstation

. Configures Ace Printer, modem, and other devices

. Systems Administrator for the USPS ACE environment using Active

Directory

. Creating csv. files to query the Ace workstation from the SMS servers

that didn't have SMS 2003 installed to be installed.

. Load EDM on Ace workstations

EDS (Electronic Data Systems) - United States Postal Service (USPS)

Account, Tier II/Systems Administrator, Raleigh, NC

February 2001 - August 2004

. Systems Administrator for the USPS Ace environment

. Supported a variety of USPS proprietary software applications.

. Provided training to first level support analysts and customers in the

Ace environment

. SME (Subject Matter Expert) - Outlook 98,00and .02 Outlook Web Access,

and CC:Mail

. Configured local and network Printers

. Installed and maintained backup software, such as Arcadia, Seagate,

Adaptec and HP

. Installed and configured Blackberry software

. Synchronized Novell and Windows 2000 passwords for first level support

analysts

Helpdesk Coordinator February 2001 - July 2002

. Remotely connected to customer's workstations to assist with

hardware/software problems via PC Anywhere, SMS, and

Netmeeting.

. Netmeeting.Performed remote control of IIMS workstation

. Provided troubleshooting and resolution of network

connectivity and application support problems

. Fully documented each call and resolutions through EPTRS

Remedy ticket system

. Submitted feedback to the knowledge base as needed

. Reinstalled Software on workstations through use of remote

tools

. Setup Dialup configurations using point to point protocol and

VPN

Aeroglide Corporation, Welding Technician Cary, NC September 1995 -

February 2001

. Analyzed and interpreted blueprints using AutoCAD and Pro-E systems

. Acted as backup supervisor

. Consulted with engineers over discrepancies in blueprint readings

. Performed welding and fitting

. Forklift driver

. Assembly

Education

. Network Specialist Inc. (NSI), Raleigh NC: A+/MCSE, 2000

. Wake Technical Community College, Raleigh NC: Electronics Servicing, 1991

. Wake Technical Community College, Raleigh NC: Digital Electronics, 1989

Contact this candidate