Customer Service Project Manager

DAVID EUGENE SMITH

**** ****** ****** **, ********* NC 28210 C: 980-***-**** *****.*.********@*****.***

PROFESSIONAL SUMMARY

Support Engineer with 6 years providing rapid cl ient centered technical support; well-versed in

troubleshooting and devising innovative strategies to resolve recurring computer, server and network

problems. Over 10 years of Customer Service experience with a goal of providing dedicated service while

building quality relationships.

SKILLS

Customer service expert MS Exchange

Analytical and critical thinker TCP/IP and WAN

DNS/DHCP Antivirus software

ISDN/SNMP Remote access support

Ethernet Expert in MS Office Suite

Cisco routers & switches FTP servers knowledge

Active Directory Systems analysis

APPLICATIONS & OPERATING SYSTEMS

SCOM

MS Office Suite VMware

W in. Powershell

Microsoft Visio & Lync W indows Server 03

IIS Manager

Numara FootPrints W indows Server 08 & 12

IBM – AS/400

BMC Remedy W indows 7 & 8

Cisco IP

Symantec Ghost W indows XP & Vista

Communicator

W ireshark

Cisco VPN

SQL S.M. Studio

WORK HISTORY

Technical Support II, 08/2007 to Present

ProSys Information Systems Norcross, GA

Troubleshoot and resolve desktop, operating systems, applications and domain issues.

Assist end users with local and network printer setups and service problems.

Configure TCP/IP addresses and resolve DHCP and SMTP basic networking services.

Creates and manages user accounts (reset passwords, unlock accounts, establish/terminate

permissions) through Active Directory.

Logs into host machines by establishing VPN, VMware and RDP connections.

W ork with other service teams and third party vendors to resolve complex issues.

Offer technical support and on -call assistance in 7x24x365 environments.

Deployment Technician,

Deployed, installed and configured client computers, servers, wireless access points and other

networking components.

Configured and connected routers, switches, hubs and patch panels to LAN's.

Facilitated site preparation and created cable pathways.

Installed and terminated twisted pair, fiber and coax cable.

Supported end users, hardware, software and LAN's and resolved technical issues.

Performed data migrations, re -images and installations of software applications.

Assisted Project Manager in the planning and coordination phases of deployment projects.

Managed the retrieval, replacement and troub leshooting of deployed equipment.

Met and exceeded company productivity goals on a consistent basis.

DAVID EUGENE SMITH

8401 Prince George Rd, Charlotte NC 28210 C: 980-***-**** *****.*.********@*****.***

O365 LS SharePoint Support Engineer I, 12/2011 to 09/2013

Volt Workforce Solutions Charlotte, NC

Contracted to Microsoft to provide Tier 1 level support in a high capacity, mission critical enterprise

environment.

Actively monitored a queue based internal ticketing application of production web servers, back end

support systems and databases on multiple operating systems.

Responded to, evaluated and troubleshot monitoring alerts with a variety of diagnostic tools.

Resolved or escalated alerts to appropriate tiers or leads.

Served as a liaison and communicated with teams, vendors and clients to resolve network outages

and periods of reduced performance.

Documented all server and network problems and other unusual events in detail.

Remained up-to-date on the latest technologies and solutions applicable to company products.

W orked varying shifts in a 7x24x365 NOC environment.

Evidence/Property Technician, 07/2001 to 08/2006

City of Roswell - Police Department Roswell, GA

Received, recorded and stored all articles and valuables seized as evidence or property.

Created and maintained database records of evidence and property on AS400.

Processed database records and generated weekly, quarterly and annual reports.

Developed and utilized MS PowerPoint presentations and other training materials in seminars to

instruct personnel on proper evidentiary methods.

Corresponded with public and other law enforcement agencies via VoIP, SMTP and MS Word

documentation.

Transported and released evidence to departmental officers or other law enforcement agencies for

trials, review, or analysis purposes.

Formed, promoted and managed online public auctions of court released evidence/property.

EDUCATION

Information Technology December 2011

Omnitech Institute Decatur, GA

September 1990 – April 1991

Business Management

Robert Morris University Chicago, IL

CERTIFICATIONS

Cisco Certified Network Associate (CCNA)

CompTIA Network+

CompTIA A+

Microsoft Certified Professional (MCP)

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