Customer Service Quality Assurance

Darryl Loveless

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

Address: **** ******** ***** ******

City: Fredericksburg

State: VA

Zip: 22407

Country: USA

Phone: 540-***-****

Skill Level: Experienced

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DARRYL P. LOVELESS

5413Heritage Hills Circle * Fredericksburg, Virginia 22407

540-***-**** * *********@********.***

FIELD SERVICE REPRESENTATIVE ~ ELECTRONIC TECHNICIAN

Dedicated professional with proven success providing high quality support to ensure optimal performance and improve efficiency of technologies for diverse work forces. Pragmatic troubleshooter able to systematically research, analyze, and resolve issues. Active Secret Clearance 2011. Technical knowledge is as follows:

* Operating Systems: Microsoft Windows 7, 9x, XP, 2000, ME, NT, Windows 2003 Server, Red Hat, Novell NetWare 4x, and UNIX.

* Hardware: Desktop, Laptop, Server, Printers, Remote Ground Stations, Standard Ground Stations, Laptop Control Units, Star SAFIRE III FLIR Sensor Systems, CVRJ, Duke V2/V3, Jukebox, 115 Highband Antennas, 105 Midband/Lowband Antennas.

* Software: Microsoft Office Suite, Microsoft Project 2003, Microsoft Visio, ACT 2000, Adobe Photoshop, Adobe Premier Professional, PC Anywhere, Veritas Backup Exec. 8, Lotus Notes 4.6x, Norton Ghost, HTML, Remedy, WinRaR, Drive Snapshot 1.3, Putty 6.2, CVRJ and DUKE Electronic Countermeasures System Software.

* Test Equipment: Voltmeter, Ohmmeter, Ammeter, Multimeter, Power Supplies, Pulse Generator,

Oscilloscope, Frequency Counters, Test Probes, Spectrum Analyzers, Cable Testers and Panel Testers.

Technical Support * Hardware Installation & Configuration * Testing * Repairs & Maintenance

Software Implementation * Troubleshooting * Quality Assurance * Security Breach Prevention

Research & Analysis * Customer Service * Team Leadership * Interpersonal Communication

PROFESSIONAL EXPERIENCE

NIITEK, Kandahar, Afghanistan * 2012 - PRESENT

Subcontractor for Computer Science Corporation providing overseas electronic support to U.S. Military.

Site Supervisor Electronic Technicians

Managed day to day operations on the Husky Mounted Deployment Systems Ground Penetrating Radar Systems program. Provide installation, testing, troubleshooting, repair, and program support for HMDS GPR used to defeat existing and identify new threats. Perform preventative maintenance and investigation to determine source of technical problems and recommend corrective action. Loaded new threat configurations and critical version update to Mission Computers and GPR Panels.

* Ensured systems support mission and work effectively to provide protection and mobility in evolving threat environment.

Integrated Finance and Accounting Solutions, Kandahar, Afghanistan * 2011 - 2012

Subcontractor for Computer Science Corporation providing overseas support to U.S. Military.

Field Service Representative

Provide installation, testing, troubleshooting, repair, and program support for Counter RCIED Electronic Warfare (CREW), used to defeat existing and identify new threats. Perform preventative maintenance and investigation to determine source of technical problems and recommend corrective action. Loaded new threat configurations and critical version update to CVRJ and Duke systems.

* Ensured systems support mission and work effectively to provide protection and mobility in evolving threat environment.

MANTECH INTERNATIONAL INC., Basrah, Iraq * 2011

Leading provider of innovative technologies and solutions for mission-critical national security programs for the intelligence community.

BETSS-C Operator

Delivered installation and operational support for all sensor system and towers assigned to COB. Interfaced with Unit Commander to advise on all capabilities of Sensor Systems. Controlled operated, and monitored surveillance systems while identifying authorized and unauthorized terrestrial motion posing threat.

* Utilized extensive technical experience when performing preventative maintenance checks and services.

* Prioritized safety by providing grid coordinates to locate enemy, minimize delays, prevent accidents, and monitor plans through visual observation.

INFINITY QS, Chantilly, Virginia * 2006 - 2011

Provider of Statistical Process Control (SPC) software and services to manufacturers worldwide.

Implementation & Support Specialist

Acted as first point of contact to provide front-line assistance to end users of InfinityQS SPC software. Configured hardware and software components. Handled fault detection, isolation, and correction of hardware systems and individual components. Merged and transferred data in ODBC compliant databases. Participated in development and testing of new versions and builds of software. Documented customer support calls in Salesforce.

Implementation & Support Specialist continued...

* Served as expert on SPC software products and effectively communicated technical information in accessible manner.

* Displayed strong interpersonal skills while effectively communicating with all levels of management, personnel, and customers.

UNITED STATES MARINE CORP, Quantico, Virginia * 2005 - 2006

Branch of United States Armed Forces responsible for providing power projection from the sea.

Help Desk Specialist

Served as initial contact with customers via telephone, email, and trouble ticket system to resolve issues at inbound help desk in Personal and Family Readiness Division. Logged incidents and provided first line investigation, diagnosis, and response. Maintained daily computer logs and control reports. Administered and maintained user and Microsoft Exchange accounts through Active Directory.

* Eliminated potential disruptions to help desk operations by taking corrective action on application software, operating system, hardware, and related issues.

* Consistently delivered responsive support experience and escalated jobs as required to ensure high level of customer satisfaction.

SCENDIS L.L.C., Vienna, Virginia * 2000 - 2005

Human Resource and Consulting Firm providing training on high risk workplace issues.

Implementation & Support Specialist

Coordinated customers` and internal sales representatives` implementations to train on software functionality and quality control. Performed system upgrades and repairs, installing patches, and completing other change requests during maintenance. Managed disk space for multiple Windows 2000 Server boxes. Troubleshot issues and supported portable devices including mobile phones, PDAs, and BlackBerrys.

* Improved software application training for clients by designing, developing, and implementing E-Learning platforms, which included concepts, graphics, and HTML.

* Ensured smooth installation process and minimized post-installation support requirements by providing comprehensive technical support and training.

EDUCATION

Computer Electronic Technology Diploma

Computer Learning Center, Alexandria, Virginia

CERTIFICATIONS

BETSS-C/RAID Operator Certification * Windows Server 2003 Security Certified Professional

Windows Server 2003 Certified Professional * Novell Netware 4.11 Administration

PROFESSIONAL DEVELOPMENT

Networking Essentials * Windows Server 2003 * Windows Server 2003

Security * Base Expeditionary Targeting & Surveillance System/ Raid Operator

MILITARY EXPERIENCE

United States Army

Sergeant - Combat Engineer Squad Leader

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