Customer Service Technical Support
Resume:
Darrian Summerville Sr.
Gainesville, VA 20155
********@*****.***
CAREER OBJECTIVE: To obtain a challenging career that will enable me to fully utilize my technical experience, problem solving, analytical abilities, and strong interpersonal skills towards making a positive contribution.
COMPUTER SKILLS:
Applications: Office 98, Office 2000, Office XP,
Operating Systems: Windows 95, 98, ME, 2000, Win NT, XP & XP Pro, Win7 Pro; MAC OS 9.2 & OSX
Helpdesk: Remedy, Vantive, Oracle 11i, Ticket Management/Routing, TCP/IP, Excellent written/verbal communication skills, Excellent database management skills, Workload analysis and measurement skills,
Network: Small Office LAN setup, Network Hardware Install
Hardware: Computer repair and software installation
Software: Adobe InDesign, Adobe Photoshop, Adobe Illustrator
Programming
Languages: Java Script, Oracle 8i, SQL (Oracle Lookup),
EDUCATION:
School: Northern Michigan University, Marquette, MI, 1993 – 1996
Majors: Health & Communication
Course Work includes: Interpersonal Communication, Public Relations, Psychology, Sociology, and Health Management.
RELEVANT EXPERIENCE
Jan 15’ – Current City Servants Church, Reston, VA –Senior Pastor [Self Employed]
PRIMARY JOB RESPONSIBILITIES:
Leads congregation in worship services.
Provides a solid biblically-based preaching ministry.
Encourages and nurtures the spiritual development and beliefs of the congregation through regular teaching of the Bible.
Interprets doctrines of Christian faith
Instructs people who seek conversion to faith
Participates in administering church ordinances.
Develops and communicates the mission, vision and values of the church
Provides limited pastoral counseling, referring most of it to appropriate staff members.
Conducts weddings and funerals.
Inspires, encourages and mentors the staff in the areas of personal spiritual growth and development of comprehensive and effective ministries of worship, discipleship and service.
Administers the mission and ministry of the church by delegating to the Executive Pastor the direction and supervision of staff members, programs, budgets, operations and facilities.
OTHER RESPONSIBILITIES may include but are not limited to the following:
Participates in the selection and hiring of staff members filling major departmental and ministry positions.
Works with appropriate teams in implementing the vision and direction of the church
Participates in developing the budget, leads financial drives and giving initiatives as needed.
Identifies, invests in, mentors and coaches current and emerging leaders.
Extends the ministry of the local church to the community through the development of radio and/or television spots or programs.
Extends the ministry of the local church to the nation through writing for publication, speaking at national conferences and teaching at a college or seminary.
Represents the church by serving on appropriate committees or boards of the denomination and organizations in the community, as appropriate.
Schedules periods of time for study, preparation and planning in order to develop and maintain a deep level of spiritual growth.
Dec 14’ – Jan 15’ Christ Chapel Mountaintop, Manassas, VA –Worship Director
Provide musical, spiritual and leadership development for the instrumental and vocal elements of all worship services held on MOUNTAINTOP’s campus, as well as any MOUNTYAINTOP worship services held off campus.
Oversee recruiting, training and scheduling of instrumentalists, vocalists, and technicians for all MOUNTAINTOP worship ministries.
Jan 13’ – Dec 14’ Faith Christian Church, Warrenton, VA – Worship Pastor
The Director of Music will work with the Lead Pastor to design and produce cutting-edge worship services and events. Director of Music is someone who exercises discipline, gifted in administrative and creative in the area of music.
The person will also need to be able to play the organ and/ or piano and lead and direct ensemble and praise teams.
The specific responsibilities will be to assist in worship design, select music for worship and events, and manage members of the music ministry and recruit new talent.
Sept 11’ – Jan 13’ Self Employed, Buford, GA - Creative Arts Director
Functional Responsibilities:
As the Director of Music I worked with the Creative Director, Support Pastor and Lead Pastor to design and produce cutting-edge worship services, gatherings and special events.
Role included leading/singing from the piano, directing ensembles, choirs and praise teams.
The specific responsibilities included assisting in worship design, selecting music for worship, gatherings, special events, and managing members of the music ministry, and recruiting new talent.
Aug 06’ – Sep 11’ Verizon Business, Alpharetta, GA – Contract Implementation Analyst
Functional Responsibilities:
Drive the rate analysis and implementation process for standard and special priced contracts for large business customers by troubleshooting, testing and reporting the success and failed application releases of Verizon Businesses new Customer Rate Implementation billing platform.
Coordinates consensus on legal and contractual conditions. Collects and maintains hardcopy pricing files for all cost proposals submitted by the assigned division(s). Review contract documents at contract award to ensure that contract terms and conditions are consistent with the pricing schema and proposal submission.
Analyze actual cost data on existing projects to determine standard costs for use in proposals. Research and analyze market and cost data to determine funds available and financial risks.
Implement New pricing and updates across several databases for contract closures. Analyze clients overall pricing and invoicing to prevent excessive or any credits. Attach and analyze pricing, promotions for business customers.
Develop ad-hoc reports as required from Pricing Manager or upper management. Manage priorities appropriate to business circumstance or raise concerns.
Utilize the billing systems to automate contract rates and discounts to streamline business work flow as to reduce error and drive desired quality and results.
Partner with IT Engineers and Project Managers to enhance the overall functionality of Customer Rate Implementation Tool.
Daily software used: Access, Excel, CMS, CRS, COMS, IRIS, Cedar/Aspen, Mercury Quality Center, HummingBird, Sametime, SQL, Scripting, Outlook, Audit Engine
Interfaces with various groups such as Business Development, Presale, Billing and Account Teams to drive external support.
Jan 05’ – July 06’ BellSouth, Atlanta, GA -Production Support Team Business Analyst (Contract)
Functional Responsibilities:
Application support for end users
Researched and corrected static IP accounts that appeared incorrect in DNS Tool.
Efficiently used of applications such as BOCRIS, Siebel, MCDB, Strider, CRM, REM, Kintana, Remedy User, and Oracle SQL plus.
Further diagnosed Technical Support Center tickets and report trends which will ensure Bellsouth Representatives speedy and accurate resolutions.
Addressed appropriate Remedy tickets and served as first level of support for resolving customer problems.
Confirmed that tickets referred to other support entities are resolved in a timely manner by following up with the organizations involved..
Mar 04’ – Jan 05’ **Relocated to GA** –Global Outreach Campus Ministries, Campus Minister (Non Profit)
• Served the National Director in coordinating regional and national campus conferences, as well as local college campus curricula.
• Regional and National campus responsibilities entailed mobilizing bands, scheduling rehearsals, travel and logistics, and establishing guests musicians' and singers' honorariums and hospitality.
• Local responsibilities included discipling students via small groups, providing sound teaching and doctrine upon the foundations of the Word of God and cultivating a lifestyle of purity, intimacy and prayer though worship and personal devotion.
• Other duties involved itinerant teaching, speaking and singing ministry schedule, (Summer (LTS) Leadership Training School, Fall Leadership Retreats, Winter Worship Seminars, team-building outings all across universities spanning from Georgia Tech, UGA, Spellman, Clark University to the University of Maryland.
Jan 02’ – Mar 04’ Verizon, Herndon, VA Tier II Internet Helpdesk Specialist,
Functional Responsibilities:
Consistently responded to customer request, inquiries and complaints in a friendly, courteous and professional manner.
Provided high quality Internet support via inbound ACD for installation and usage of Verizon high speed DSL service.
Provided Tier II troubleshooting for PPPoE and DHCP Internet connection via Ethernet or USB.
Maintained productivity and quality standard and strive to deliver first contact resolution to all Internet customers.
Utilized Primus Knowledge Systems OSS software, used for provisioning process flows and troubleshooting problems with network systems.
Gained a proficiency in Micromuse Netcool OSS software which provides network surveillance for the Network Operations Center; Bridgewater Widespan DSLAM and Ethernet switch provisioning software and high speed Internet provisioning software.
Learned how to use Nightfire “gateway” software for interconnection with various incumbent LECs; Network Tech Dispatch software used for provisioning and repair functions.
Jun 01’ – Jan 02’ Verizon, Herndon, VA Order Management Specialist
Functional Responsibilities:
Consistently ensured that the daily order volume for voice provisioners met productivity and quality requirements.
Successfully developed a large team to ensure that metrics and quality standards exceeded expectations
Served as subject matter expert for a minimum of two regions and facilitated accurate and timely processing of orders by responding to all order clarifications.
Managed all new order and address moves, add-ons, and cancellation exceptions through the Local Service Record (LSR) for Regional Bell Operating Companies (RBOC) (BellSouth, Ameritech, SBC and PacBell) through escalation processes.
Facilitated multiple order management meetings with departmental representatives to ensure compliance and assistance with troubleshooting
Created, analyzed and monitored reports based on trends related to quality, production, and clarification. Coordinated training needs, up to date outage information and system
Jun 00’ - Jun 01’ *(One Point Communications, Herndon, VA) Team Lead and ) Provisioning Associate II
Functional Responsibilities:
Distributed workload on a daily basis via CSG queues or other web-interfaces.
Provisioned all pending, rejected, incomplete, and escalated work orders to maintain production and quality of orders.
Provisioned new telephony service requests for MDU properties in Georgia, Florida, S. Carolina and N. Carolina.
Verified order status using online tools and database management/tracking systems. Maintained and/or exceed daily-established quality and metric standards.
Acted as customer advocate for requests for Southern Regional Bell Operating Center’s services and fee guidelines.
May 99’ – Jun 00’ (Wells Fargo Co., Herndon, VA) Customer Service Billing Supervisor
Functional Responsibilities:
Supervised staff of thirteen and responded to escalated inquiries regarding student financial loans.
Assisted and aided managers in resolution of escalated billing inquiries and customer concerns to ensure zero 100%.
Provided on-going training to staff to aid interdepartmental operations with new process changes.
Served as an escalation point of contact for other departments within the organization.
Communicated trends and performed root-cause analysis and was responsible for providing coaching and feedback to employees.
*OnePoint Communication became a subsidiary of Verizon Corp., during a merger acquisition in June 2001.
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