Customer Service Technical Support

Charles (CJ) Collier

Mobile #1-347-***-****

Alternate 804-***-****

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

Objective

To obtain a challenging position in a growth-oriented organization, which offers

diverse job responsibility.

Skills

● Results-driven expert skilled in phases of computer technologies including network server

installations and tuning configurations, PC network backup, and system upgrades, system patches

● Provides ongoing analysis, maintenance, and technical and functional support for application

systems throughout the organization

● Proactive self starter known to initiate processes and system improvements to increase system

stability and staff productivity

● Secure networking, hardware software administration and integration.

● Applications development and design deployment

● Over 5 years of progressive computer network operations in large global data centers with mixed

computing environments including Unix, Windows and interconnected mainframes

● Solid understanding of relational databases

● Aptitude for analyzing, testing, debugging code, identifying problems, and creating solutions

● Flexible, self motivated creative problem solver.

● Excellent problem-solving and strong analytical skills.

● Strong oral and written communication skills, management and leadership skills.

● Able to deliver informative, well-organized presentations

● Detail oriented and accurate with strong work ethics.

● Capable of learning new technologies, company cultures\ processes, and successfully applying

them to projects and operations.

● Aptitude for analyzing, testing, debugging code, identifying problems, and creating solutions

● Strong organizational and interpersonal skills.

Education

● Bachelor of Science, 2003 Information Systems, Virginia Commonwealth University

● TCP/IP Networking Knowledge

● Programming in the following languages Visual Basic, Visual C++, PHP, including .NET

platforms

● Microsoft Windows Server administration, Linux Server Administration

● Firewalls and Internet security course

● Knowledge of SQL and web based J2EE Technologies, servlets, XML, HTML, and Oracle 9i

Work Experience

First Street

01/2013-05/2013

Colonial Heights, VA

Title: SQL/Telecom Specialist

• Designed, coded, tested and debugged custom queries using Microsoft T-SQL

and SQL Reporting Services.

• Worked closely with marketing and call center teams to gather change requests,

convert into technical documents and

implemented those based on schedule.

• Developed scripts on the spot to react to unforseen problems and also to pro

actively automate future task.Built and

maintained SQL scripts, indexes, and complex queries for data analysis and

extraction.

• Expert in developing Data Definition Language (DDL) and Data Manipulation

Language (DML)

• Wrote SQL Queries, Joins involving multiple tables, TSQL, Stored Procedures,

Views, Functions, database Triggers.

• Create/Edit/Maintain ETL processes utilizing Microsoft SQL Server Integration

Services (SSIS) from a diversity of

data sources including other servers, flat files, MS Access and Excel.

• Used SSIS tools like Import and Export Wizard, Package Installation, and SSIS

Package Designer.

• Worked on administration tasks such as data loading, batch jobs, data uploading,

backup & recovery, Database

mirroring, Log shipping, user and application table management, upgrades, creating

database partitioning, databases/file

groups/files/transaction logs.Experience in creating packages, Jobs, Sending Alerts

using SQL Mail.

• Developed Reports, Sub Reports, Parameterized reports, drilldown reports and

various features using SQL Server

Reporting Services (SSRS).

• Administered Avaya Interaction Center workflow for Email/ Chat and Call

routing.

• Tested applications and communicated issues and resolutions

• Designed and developed specific databases for collection, tracking and reporting

of data.

• Created and managing Avaya Infrastructure diagram using MS Visio for detailed

cabling and rack elevation along with

each call flow. Managing procedures and policies for telephony administration and

preventive maintenance.

• Performed and conducted complex custom analytics as needed by executive

management.

• Managed call flow programming using vectors, VDNs and BSR treatment for

calls to send over. Also created call flows

for remote support to activate and deactivate variables

ABC News Inc

01/2010-12/2012

Times Square

New York, NY

Title: Systems Analyst

● Install and configure components to support advertising billboards

● Operate and monitor control room for ABC news located centrally in Times Square

● Provided user assistance and training with operation of multimedia systems.

● Manage audio and video data feeds for the Good Morning America Show in Times Square

● Provided digital video and audio editing and duplication if needed.

● Provide remote assistance through VPN tunnel when needed to restore services located in the

control room.

● Schedule ads to appear on billboards at certain times throughout the day at various places

throughout Times Square

● Manage audio, video, servers, PC’s locally and remotely from the control room

● Provided technical support for meetings, conferences, classes and corporate-wide broadcasts.

Wall Oasis Realty

03/201*-**-****

Richmond, VA

Title: Technical Support Consultant

● Install and configure peripheral components

● Answer questions about operation, installation, and configuration of existing hardware and

software

● Update and maintain website and database of users

● Expert level HTML, CSS, and Javascript (including AJAX/JSON and libraries like jQuery),

including semantic markup, as well as a great deal of experience with SEO (search engine

optimization) and web-based user interface design. Extremely comfortable working within MVC

template frameworks like Rails, and administering Apache web servers.

● Considerable knowledge of design, administration, and performance tuning of MySQL. Also

experienced at designing databases and fine tuning complex queries.

● Troubleshoot compatibility conflicts, application errors and recommend solutions to correct

problems.

Atlantic Coast Dining

03/2007-12/2009

Richmond, VA

Title: Help Desk Associate (I and II)

● Apply basic diagnostic techniques to identify problems, causes and apply solutions

● Escalated issues as needed and maintained communication between customer and technical

teams while extensively utilizing REMEDY to record and track issues

● Support as necessary on a 24-7 basis to limit system down time during internal or external

outages and peak enrollment periods

● Regularly provided efficient technical support over the phone, maintaining presentable phone

demeanor, courtesy, and creativity.

● Troubleshoot problems involving hardware, software and system compatibility conflicts and

malfunctions, application operations, connectivity issues, telecommunications problems in a

LAN/WAN environment, network, security, and printing issues.

● Assisted 500 users with policies and procedures for setting up conference calls, new accounts,

web/network presentations and voicemail.

Anheuser Busch Distribution Center

Henrico, VA (Job site in Florida)

01/2005-02/2007

Title: Junior Database Analyst

● Provided Database support \ problem solving in testing environment to sync with production

environment

● Utilized Virtual directory to centrally support user identities, privileges across diverse identity

stores

● Installed code in database enabling usability for end users

● Schedule software and systems alerts

● Assist in deployment of portal/ database interface and system patches, deployment of Virtual

Cooler, monitoring, tuning and maintenance of development,

Brown Distributing

02/2003-01/2005

Henrico,VA

Title: Help Desk Analyst

● Provided Tier II support for the Help Desk, including desk side or remote support for issues

unable to be resolved on the initial call

● Performed the migration of the printers over to Active Directory from Novell, as well as

providing all maintenance, support, and repair of all network printers and personal desktop

printers

● Built new desktops and configured laptops in accordance with company standards, and provided

computer installation and relocation of hardware

● Installed, configured, and supported the rollout of 802.11x wireless to the laptops, as well as the

installation and support of Verizon Wireless cards

● Also provided PDA support for the Executive level employees

Martin Call Center

01/2002-01/2003

Richmond, VA

Title: Help Desk (I)

● Functioned as member of network team handling multiple per day that represented hundreds of

PCs and a diverse group of end users

● Set up and configure ID and access level for end users

● Maintained and monitored support for all TCP/IP network configurations

● Installation of network applications, troubleshooting of PCs on the network

● Provided database support and troubleshooting of PCs on the network

● Configuration and maintenance of Microsoft Exchange Server

C/Server hardware installation and repair/maintenance

● Efficiently monitored remote access through installation and configuration of VPN, detecting,

diagnosing and fixing a problem before escalation

Capital One Financial Corporation

03/1999-01/2002

Richmond, VA

Title: Customer Service Representative

● Assisted customers, helping them to analyze information presented to them in their statements.

● Updated customer records while completely servicing the account

● Document detailed customer account service request

● Debt collection experience

● Issued new cards, performed balance transfers with other banks detected account fraud, updated

and made changes to customer records within the database

● Designed and implemented team strategies to improve productivity and speed of service

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