Customer Service Manager

Terri Danzy

Raleigh, NC 919-***-**** ***********@*****.***

Professional Profile

Versatile IT Professional with vast knowledge of technical equipment, hardware and software as well as

hands-on experience with telecommunications and network technology. Skilled in installation,

configuration, migration and implementation of server platforms.

Computer, Networking & Related Abilities

Project Management

Provides technical and administrative support for systems and related applications and services

(Windows 7 & Server, Windows Server 2008, Hyper V and Linux)

Creating, maintaining, updating desktop and laptop images/builds - Windows (XP, Vista, 7)

Managing machines enterprise wide using remote tools such as LANDesk. Imaging and

troubleshooting image failures. Customizing builds with third party applications and tools.

Routing, Switching, and other WAN configuration

Build, assemble & disassemble personal computer systems installing CPUs, CD ROMs, hard

drives, floppy drives, RAM, sound/video cards, network cards & modems

Proficient with Microsoft Operating Systems and Microsoft Applications (Word, Outlook, Excel,

Power Point, Exchange )

Implement a domain structure using Active Directory

Configure Domain Name System (DNS) server role, Web Design and Development,

Implementing Web Servers

TCP/IP Routing

IT Security management, firewalls, vulnerability management and processes

Strong communication and interpersonal skills with a focus on customer service

Work efficiently in both an independent & team atmosphere

Education

ITT Technical Institute, Cary, NC Graduated: December 2013

Associate of Science Degree

Information Technology - Computer Network Systems

UNC, Chapel Hill, NC May 2001

Bachelors of Arts Degree

Psychology

Internships

AT&T, Durham, NC November 2012 to present

Centralized Supplier Manager Internship

• Responsible to interface with access suppliers at the highest level of escalation in order to

resolve customer troubles and access T3 troubles

• Responsible to interface with both customers and suppliers in pursuit of restoration of service

• Supported all maintenance work centers in this capacity

• Proactively managed work list, customers, and suppliers and followed through to final resolution

• Displayed a multitude of tools, telephone and systems to be utilized in order to bring the issues to

resolution

• Established and participated on customer or technical conference bridges for expeditious

resolution of customer outages

• Work with internal support groups and recommend diagnostic tests based on degree of service

impairment

• Negotiate and coordinate with other support centers, vendors, provider management and

associated escalations

• Experience in or understanding of the support concepts associated with the following products or

services: BGP, T1.5, IBRs, Frame Relay, and CSU/DSU configurations, logical and analytical

reasoning

Big Brothers & Big Sisters, Morrisville, NC May 2013 to September

2013

Web Administrator

• Maintain Website Performance

• Maintaining and shaping the content of the website

• Oversee all the technical aspects of a website

• HTML Programming

• Marketing and Research

Ethos, Cary, NC August 2012 to October 2012

Web Designer Internship

• Web Server Administration

• Project Management

• Web Design and Implementing

• HTML Programming

• PHP, Java, C++ programming language

• CSS Programming

• Marketing and Research

Work Experience

Six Forks Animal Hospital, Raleigh, NC October 2005 to January 2013

Office Manager

• Installed software that ranged from Microsoft Office to mainframe emulators on users’ computers.

Also installed full copies of Operating systems using Norton Ghost.

• Helped troubleshoot problems with hardware & software between departments & facilities that

included problems with emulations or standards between systems.

• Administrated LAN & WAN network in such ways as file sharing & rights, new users, & printers.

• Daily office management to ensure data integrity

• Participates in computer utilization management, quality improvement, & owner service

commitments

• Records & transcribes phone conversations & appointments

• Employee scheduling production & management

U-Haul Inc., Raleigh, NC March 2004 to July 2005

Assistant Manager

• Provided technical & troubleshooting support with computer systems

• Mediated issues between customers & customer service providers

• Maintained accounts payable & receivable

Residential Services Incorporated, Chapel Hill, NC February 2000 to February 2004

Supervisor of Support Services

Provided support to Individuals with developmental disabilities, Seizure

management

Served as liaison between schools, hospitals, & healthcare providers, families,

government & state officials to provide services for those individuals

Calculated & tracked office budget so funds can be managed to achieve

individual priorities

Assisted personnel in operation of updated computer software

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