FRANKLIN
CRAWFORD IV
Raleigh, NC 27617
************@*****.***
SUMMARY
Proven experience providing technical support for customers, managers and end users Demonstrated ability for troubleshooting, resolving complex customer issues Strong supervisory capability Over 20 years of hardware and software experience Experienced in the installation and troubleshooting of a local area networks (LAN) and virtual private networks (VPN) Proven ability to communicate with technical and non-technical users Consistently recognized by management for superior performance, management skills, and problem-solving ability
EXPERIENCE
Support Analyst, Tier II, SoftPro Corporation
Raleigh, NC 2014-2017
Technical Support for MS SQL and Jet based real estate closing software.
Accomplishments
Installation, configuration and troubleshooting for MS SQL databases (2005-2016)
Lead of the most successful upgrade team preparing for CFPB rules changes.
Resolved networking, database, workgroup and domain permissions issues.
Quickly promoted from soft technical issues, to hard issues, to sole representative to handle issues from top customers.
Help Desk Support Engineer, aap3
Cary, NC 2013-2014
International technical support for several fortune 500 companies in North America, Europe and Asia.
Accomplishments
Provided effective customer support via phone and email
Revised server settings to provide call spill-over when call volume is above capacity
Quality Assurance Manager/Net Admin, Virtual Heroes (ARA, Inc)
Raleigh, NC 2004-2012
Managed all testing for every software project for simulation training of DHS, DoD, ATF, NASA, US Army and several high profile commercial companies.
Accomplishments
Built and maintained PHP/MySQL bug tracking system
Managed a team of testers, or was the sole tester, on over 100 releases.
Sole network administrator for 35 user, 5 server network.
Client Services Tier II, NCR
Durham, NC 2002-2003
Network Administrator, Money Solutions USA
Raleigh, NC 2001-2002
Senior Customer Support Representative, Red Storm/UbiSoft
Morrisville, NC 1999-2001
Quality Assurance Coordinator, Interactive Magic
Morrisville, NC 1997-1999
SKILLS
Experience with several methods of QA Validation and Verification for projects in both industry and government.
CompTIA A+, Network+, Security+, Microsoft Certified Professional
Experience configuring and creating queries for SQL based databases.
Over 18 years of system and network administration experience
Proficient in PC, Apple, terminals, peripherals, and server hardware.
Proficient in DOS, Window Clients (3.1 to 10), Windows Server (NT3.1 to 2016).
Over 18 years of management experience in software and information technologies.
REFERENCES
Christine Heneghan:
CEO, BioMojo LLC
Randy Brown:
VP of ARA Inc, Division Manager Virtual Heroes