Sales Technical Support

Donnell McKinney

Professional Summary and Career Objectives

1. Highly creative, proficient, and self-directed specialist with a love

for helping others

2. Extremely detail oriented with the ability to maintain focus while

working under strict deadlines

3. Seeking a challenging and rewarding position with a progressive

company

Technical Summaries

Software: MS Word, Excel, Access, Outlook, Windows OSs, Adobe Products,

Symantec Ghost v2.0

Hardware: PCs, Workstations, Desktops, Servers, Tablets, iPads, and

Laptops, etc.

OS's: Win v7, XP, v8, Win 200x Servers, Novell Netware v4/5/6 servers

Networks: Ethernet, 802.11, TCP/IP, IPv4, Vlan, Wireless and Wi-Fi

Printing Networks: Dell, HP, Xerox, and Lexmark

Approaches: Client/Server Computing, Remote access, Distributed, Wide-

Area, Wireless

Email Systems: MS Outlook, Novell NetWare Groupwise v6, Verizon's Net Mail

System Administration: MS Active Directory, Novel Netware NDS

Modems: Westell, Actiontec, D-Link and Cisco

Tracking Systems: Remedy, iCAD, and Coffee AnyWhere

Trouble Shooting (Network/Internet) Tools: NxTT, vRepair, Monitor Pro,

TCP/IP suite, etc

MDM Minor Support: Apple Profile Mgr, LanDesk, ZenPrise, and BoxTone

Certifications: Microsoft MCSE, Novell Netware v4, and v5, Comcast HSI,

High Speed Internet

Hardware and Software Design Concepts

Projects: Configured, Installed, Setup multiple Apple core MAC Desktop

Systems Installed, setup, configured network Xerox MFDs for the Print 360

project with ATT.

Professional Experience

Wipro Corp. 02/2012

-11/2013

Presidential Executive Appeals Support Agent/Technical Support

(Inbound/outbound) Agen

4. Primary agent for Verizon's business/commercial HSI customers

5. Provide technical care and support on a variety of HSI modems, routers

and gateways

6. Assist the customer with installation, troubleshooting, account

verification, training, coaching, setup and finally using the product

and or sales and services using the Internet

7. Provide technical support on Windows systems such as NT, XPs, Win7,

and Win8

8. Performed and captured performance data measurements on modems,

routers, and secure bridges alike

9. Ran reports on a day to day business and present them in team meetings

10. Assisted with the setup and configuration of customer's mobile device

using there selected MDM product

11. Acquired and demonstrated strong organizational skills. Recommended

different OS migration paths to Verizon's internal staff

12. Recommended XP to Windows 7 migration to customers using the newer

routers and gateway devices

13. Provided system scrubs and support for desktop/laptop computer

systems, running XP/NT, LAN/WAN, AS/400, Avaya IP PBX systems and

other 'OS' systems as required. Ability to communicate verbally and

written with all levels of the organization and cross organizations.

Created reports taken off of the Tracker Spreadsheet, Compiled graphs

to reflect the business flow on a month to month and YTD.

14. Performed and recommended final data networking analysis solutions

using Verizon's tools such as NxTT, vRepair, ICAD, FocisNet, Coffee

AnyWhere, and a slew of others.

15. Carefully worked with Verizon's MCO engineering group to assist with

the customer's modem/router restore and re-point. Provided technical

service and specs for networking equipment. Corrected data faults and

mis-configuration. Monitor slow or dropped network connections and

established processes, sub-scripts, and approved procedures.

16. Worked complex cases/tickets independently with little or no direction

as well as have proven ability to work in a team environment (ATL,

assistant team lead, and be a team player.

17. Required to follow and implement Verizon's process documentation

(SOP's, VSC's Job Aids)

18. Used Verizon's account verification tools (Coffee Anywhere, FocisNet,

etc) confirmed the customer's information and the scope of the

contract for services.

19. Ensured QoS, Quality of Services, was met.

NCR Corp (Contract Assignment) 05/2010 -

07/2010

Technical Support Specialist

20. Provided offsite tech and pre-sales support via inbound calls to the

Lowes Corp

21. Provided rapid technical and pre-sales support, in some cases

administration support to Lowes customers across the USA

Geek Source and Field Solutions, Rescue One IT Services

11/2009- Current

On Demand call "IT" person

22. Provided Onsite technical and pre-sales solutions for (customers based

on a well-defined profile or SOW

Xerox Corp (On Contractor) 06/2008 -

09/2009

Technical Delivery Spec

23. Part (Contractor) of the Xerox Global Print360 Project for the

Southeast

24. Installed network and MFD's Printers at ATT sites

25. Functioned as the job site project leader

26. Installed, delivered, moved, and resolved the installation of printers

27. Provided project reports

28. Ensured the product installed met the sales product requirements

29. Desktop and Laptop maintenance

30. Installing patches on the desktops and Laptops for local printer

31. Isolating and fixing desktop and Laptop issues

32. Support the desktop/office printers movement

33. Desktop and Laptop re-imaging using Ghost Software

34. Installed and maintained Xerox's CMS applications/tools

35. Worked with Xerox's offsite team for solving desktop related issues

36. Tracking of IT Printing assets site operation

Comcast Corporation 05/2007 -

10/2007

Help Desk System Admin 1

37. Resolve High Speed Internet, HIS problems for customers.

38. Resolved cable modem network issues directly from the modem to the

desktop or laptop system

39. Used Remedy to track customer problems

40. Setup WINS/DHCP/DNS Servers for customers

41. Sold Internet services as part of pre-sales

HP Corp/Compaq Computer Corp 09/1995 - 05/2006

Technical Admin Software Support Spec V (1997-2006)

42. Installed Data Backup and restore procedures

43. File share maintenance

44. Deployed Network topologies such as: DHCP, WINS, DNS

45. Installed HP/Compaq Print servers

46. Used TCP/IP Monitoring Tools

47. Technical Support for the Windows and Netware OS/OE systems

48. HP advocate and Technical focal point

49. Developing and maintaining customer's Account Support Plan

50. Coordinated additional HP resources for problem resolution

51. Transferred knowledge of best practices

52. Monitored calls placed to HP Response Center

53. Identified fault trend and potential operational problems

54. Patch analysis. Resolved level one and level two problems

55. Assisted with the migration of Wins NT to XP

Admin Systems Support Specialist IV (1995-1997)

56. Managed in-house lab for VAX and intranet PC Networks

57. Supported 70 corporate accounts

58. Performed System Management functions for all 70 accounts

59. Managed performance analysis and interpretation of collection reports

60. Performed remote installations of patches and updates for all clients

61. Single point of contact for technical problems and support for all

clients

62. Delivered in house LAN/PC Networking training to newly hired

employees.

63. Part of a team of five system administrators who performed all aspects

of system management for ALPHA/VAX mixed clusters using the OpenVMS OS

64. Performed Tuning/Performance Advisory to client using Computer

Associates TNG

65. Maintained Scheduler jobs and processes on all of the systems

66. Responsible for 24 by 7 system uptime

67. Responsible for capacity planning for in- house clients

68. Maintained all product licenses and updates

69. Trained operators on day to day system processes and procedures

70. Implemented many new operational procedures within the data center

71. Migrated system software and applications from VAX to ALPHA Systems

72. Deployed new Compaq desktops to internal departments

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