Customer Service Quality Assurance

Edward Bozeman

Email: ********@*********.***

Address:

City: Kansas City

State: KS

Zip: 66104

Country: USA

Phone: 816-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Responsible Network Technician with comprehensive experience scheduling conversions and cutover. Extensive experience monitoring, tracking, and evaluating global IT infrastructure incidents.

Educational Background:

High School Dipolma from ITT TECHNICAL INSTITUTE, Kansas City MO 1/2001 to 1/2009 (COMPUTER NETWORKING SYSTEMS)

Job History / Details:

Career Overview

Responsible Network Technician with comprehensive experience scheduling conversions and cutover. Extensive experience monitoring, tracking, and evaluating global IT infrastructure incidents.

Qualifications

Diagnose hardware and Software problems and Replace defective components.

Perform data backups and disaster recovery operations

Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations

Plan, coordinate, and implement network security measures in order to protect data, software, and hardware

Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use.

Perform routine network startup and shutdown procedures, and maintain control records.

Over 15 years of customer service experience.

Technical Skills

Skills Experience Total Years Last Used

Windows, Unix, Linux, Mac OSX, VMWareAdobe Illustrator, InDesign, Dreamweaver, FlashHTTP/Apache, DNS/BIND, SSH, SNMP, DNS, DHCP, FTP Computer Networking Systems 7

Accomplishments

Served in the United States Navy as a Disbursing Clerk maintaining pay records and processing travel claims for the Navy using microcomputer programs. And was responsible for computing the financial reports for all ships and shore bases. Disbursing Clerk duties also include cash handling, bookkeeping and auditing skills. I was responsible for over 300 sailors pay records and had 7 years of face to face customer service experience.

System Integration

Aligned office departments and increased inter-department communication and data sharing.

Quality Assurance

Streamlined QA process to increase efficiency and reduce new product rollout time by one week.

Problem Resolution

Responsible for support and development of company disaster recovery plan.

Served as advocate for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.

Network Security

Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links.

Managed all clients network LAN/WAN hardware including routers, switches, load balancers and wireless networking equipment.

Team Collaboration

Brainstormed development team evolution strategy and deployed best practices, such as team programming, test-driven development (JUnit) and repeatable builds (Ant, CVS).

Defined project skill sets in line with methodology and drove J2EE training.

Network Security

Updated network systems to support confidential company operations and eliminate hacking ability.

Work Experience

July 1992 to February 1998

United States Navy Worldwide

Disbursing Clerk

Disbursing Clerks maintain pay records and processed travel claims for Naval personnel using microcomputer programs. I was also responsible for computing the financial reports for all the ships and shore bases. I preformed cash handling experience, bookkeeping and auditing skills.

Coordinated with systems partners to finalize designs and confirm requirements.

Performed Web security activities and participated in security planning.

Provided continued maintenance and development of bug fixes and patch sets for existing web applications.

Education and Training

2009 ITT TECHNICAL INSTITUTE KANSAS CITY, MO

Associate of Science COMPUTER NETWORKING SYSTEMS

Associates Degree in Computer Networking systems

Professional Development:

Tools and Techniques of Data Analysis

Translating Data

Team Dynamics

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