Customer Service Manager
Resume:
Terry D. Collins
**** ******** ****** ******, *******, GA 30040
******@*****.***
OBJECTIVE: Work in a position where I can put my 30+ years of experience in information
technology, customer service, communications, and personnel management to good use for your benefit.
SPECIAL NOTE: CompTIA A+ certified, studying for my Security+
SECURITY CLEARANCE: Secret clearance.
EXPERIENCE SUMMARY:
• System Administration/Active Directory Administration
• Customer Focused Service
• File Structure Security Access Control
• Application Access Control
• Windows Operating Systems
• TCP/IP, DHCP, DNS
• Telecommunications
• Personnel Management
EXPERIENCE: http://www.linkedin.com/pub/terry-collins/23/395/393
Atlanta Service Desk Team Lead, 3/12 – 6/13
IBM, End User Support (EUS) – Supporting Novelis Corporate and North America; Atlanta, GA
• On-site IBM team lead
• Lead a team of four technicians
• Provide monthly matrix reporting to Novelis and IBM
• Active Directory (AD) Administration of Windows 2003, 2008 & 2012 domain environments
including but not limited to Users/Group creation and modification
• Installation and re-loads of OS base Images and PC Applications thru Microsoft System Center
Configuration Manager (SCCM) 2007 & 2012
• Network Security management with Forefront Identity Management (FIM) including user account
creation and modification
• Network Security management with Symantec VeriSign Identity Protection (VIP) Manager
including managing and modifying user accounts
• Troubleshooting VPN related issues with Cisco AnyConnect & VIP Access software
• Maas360 Mobile Device Management administration for iPhones and Android devices
• Support Office 2003, 2007, 2010 and Office365 including but not limited to Word, Excel,
PowerPoint, Access, and Outlook
• Lotus Notes Domino Administrator of mail groups/distribution lists
• Troubleshoot computer hardware, software or network related problems deskside or remotely using
TeamViewer (QuickSupport) or SCCM Remote Connection software that are received via phone,
email, or ServiceNow ticketing system
• Monitor and assign incoming Service-Now ticket queues
• Support 500+ users locally and another 200+ off-shore
• Confer with outside vendors
• Provide escalation path and training for issues outside technician expertise
ADPE Technician, 12/10 – 12/11
ITT Systems -- 25th Signal Battalion Helpdesk; Jalalabad, Afghanistan
• Receive systems from Helpdesk Administrators
• Supported Army Brigade sized elements on rotation
• Troubleshoot / resolve hardware issues
• Prepare systems for turn-in or re-imaging
• Install images on systems from RIS/WDS server
• Maintain Active Directory database
• Open, update, resolve, and close Remedy tickets
• Complete manual tracking system
System Administrator, 9/09 – 4/10
MPRI -- Kabul Military Training Center; Kabul, Afghanistan
• Support the Training Advisory Group (TAG) at the Kabul Military Training Center as System
Administrator for all government networks.
• Provide Help Desk support to a multi-national military force of over 200 users.
• Image computers and install unique software to resolve specific mission needs.
• Maintain Active Directory database for systems and user accounts. Create groups and login scripts
as required.
• Update configurations as needed to comply with regulations, TAG requirements, or security
requirements.
• Test new configurations for compatibility with system and network configuration prior to
implementation.
• Maintain up-to-date network and wiring diagrams in MS Visio.
Deputy Chief Information Officer, 3/08 – 3/09
MPRI -- Afghanistan Regional Security Integration Command-West (ARSIC-W); Herat, Afghanistan
• Develop close working relationship with Afghan National Army (ANA) Chief Information Officer
(CIO), Afghan National Police CIO, ARSIC-W staff officers, and MPRI team members.
• Provide consultant services to the Afghan Army and Police forces on topics of communication and
automation.
• Assist them to identify the most effective path for development of a robust data communications
network capable of supporting their growth into the Afghan National Security Force (ANSF).
• Assure the Integration Cell communication systems and networks remain operational. Establish
and maintain control over communications and network resources, ensure systems and resources are
effectively managed, anticipating problems and resolving them.
• Provide system administration support for installed systems and inform IT personnel on the
capabilities of installed operating systems.
• Establish information security policies, principles and practices, ensure they are followed and
enforce Access Control Facility (ACF) measures to include establishing processes and procedures for
implementing and changing user ID and password protections for information assurance and other
information protection measures.
Senior Circuit Chief/SGM Commanders’ Communications Team, 10/05 – 08/07
United States Army (Active Duty) -- United States Central Command (CENTCOM);
MacDill AFB, Tampa, Florida
• Provide leadership to 21 great technicians from the Army, Air Force, Navy, and Marines. We, as a
team, would ensure GENERAL Abizaid had all the communications capability he needed to get his
job done. Whatever it took, wherever in the world we had to go, we did it!
• Travel all over the Middle East setting up KU-band and BGaN satellite terminals; configure a
Worldwide Command and Control communications network capable of secure and non-secure
data/voice/VTC operations; maintain it for the duration of the visit; then tear it all down and pack it
up so it can be done all over again at the next stop.
• Provide customer service for all equipment in support of the US CENTCOM Commander (4-Star
General), Deputy Commander (3-Star Vice-Admiral) and their associated staff.
Information Systems Chief/SGM Information Services Support Office (ISSO), 01/98 – 09/05
United States Army Reserves -- 335th Theater Signal Command;
East Point, Georgia and Camp Doha, Kuwait
• Primary staff responsibility for Information Mission Area discipline of automation, help
desk/customer service, records management, telecommunications, and audio/visual services;
consultant to ISSO Chief for planning, programming, budgeting, execution, and evaluation of
programs; training, operations, discipline, and morale of 33 soldiers and 2 civilian contractors.
• Assist the Chief ISSO/ISD in ensuring smooth operation and performance of the section.
• Mentor Non-commissioned officers (NCO) and enlisted soldiers.
• Serve as primary trainer, administrator, and logistician.
• Support the war fighters and Operation Iraqi Freedom.
• User supported in Kuwait fluctuated between 1500-2500.
• Direct 15 technicians using CA UniCenter software to monitor and assign help desk tickets.
Information Technology Specialist (Customer Service) GS-2210-11, 9/98 – 12/07
United States Army Reserves (Civil Service) -- 335th Theater Signal Command; East Point, Georgia
• Coordinates and supervises all functions within the Systems Automation and Integration Section.
• Oversee the operation and supervision of the Help Desk, Network Management, Systems
Administration, and Application Development branches.
• Provide mentorship to 15 soldier/technicians. Initiate and follow-thru on purchase requests for
equipment in support of Operations Enduring Freedom, Iraqi Freedom, and life-cycle replacement
program.
• Supported all signal resources in five states; Georgia, North Carolina, Florida, Mississippi, and
Alabama.
• Provide support for a two LAN network for a command with a dual mission in the reserves and the
active Army. The network consists of Dell blade servers and Cisco routers/switches. It supports Dell
GX755 towers, Latitude 600 series laptops, HP 9100 digital senders, and HP 5500 Laser printers.
• Maintain active directory, add/modify/disable/delete user and computer accounts. Create security
groups and login scripts.
Novell System Administrator, 11/97 – 08/98
Computer Management Services Inc. (CMSI)/AMEX Group Travel Services; Norcross, Georgia
• Administer Novell network in support of a 100 travel agent call center.
• Provide customer service and desk side support to resolve issues requiring administrator
permissions.
Novell System Administrator, 07/97 – 10/97
Excel Temporary Services/Avery Dennison Corporation ; Flowery Branch, Georgia
• Provide end user hardware/software customer support.
• Serve as Systems administrator for Novell servers in a token-ring environment.
• Supported 150 users and machines at the headquarters.
Help Desk Supervisor, 01/95 – 05/97
Smith International, Inc.; Houston, Texas
• Provide recommendations for hardware/software configuration for departments worldwide.
• Conduct RFP interviews and select vendors for computer hardware, software and services.
• Setup new Novell users and assist the Novell administrator in maintaining the user database.
• Purchase computer equipment and software in excess of $1.5 million dollars for the company in
1996.
• Receive, configure, deliver, or ship new systems to corporate users.
• Manage the customer service helpdesk in support of over 600 users worldwide, solve the user
problems or assign them to field technicians.
• Maintain manual ticketing system using Excel spreadsheet.
• Track status on backorders and incoming equipment.
NCOIC Administration Services
United States Army Reserve -- HHD, 75th Division (Exercise), 11/96 – 06/97;
Houston, Texas
• Direct a team to configure and troubleshoot hardware and software for the command spread across
seven states.
08/94 - 04/95 – During this time I worked a variety of assignments in the computer industry.
• Provide computer support consisting of backup and relocation of systems, customer service,
helpdesk support, system upgrades, system loads of standard corporate configurations, and perform
software audits to ensure compliance with copyright laws.
NCOIC Scenario Development Team
United States Army Reserve -- BPG, 1st BDE, 75th Division (Exercise), 10/94 - 10/96;
Houston, Texas
• Setup and maintain structured data archive of Operations Orders used in various computer driven
battlefield simulation scenarios. The only enlisted/NCO assigned to the section.
Desk Side Support Technician
Raytheon Company -- Equipment Division Labs (EDL), 03/93 - 07/94,
Engineering Resources Operation (ERO); Wayland, Massachusetts
• Provide software and hardware technical customer support to more than 1500 users at three
locations.
• Resolve problems dealing with a variety of layered products in a multi-platform PATHWORKS
environment.
• Serve as software auditor in support of Software Publishers Association site level inspections of
EDL.
• In December, I moved to corporate headquarters in Lexington to provide the only full time
helpdesk/desk side support technician working in a NOVELL environment.
Senior Staff NCO to the Deputy Chief of Staff Information Management
United States Army Reserve -- 94th Army Reserve Command, 09/92 - 09/94;
Hanscom AFB, Massachusetts
• Solid working knowledge of DOS 5.0, Lotus 1-2-3, Harvard Graphics, dBase III+, dBase IV,
WordPerfect 5.1 and CLAS applications.
• Create DOS batch files to automate repetitive functions.
• Coordinate installation of PCs and layered products, lifecycle replacements, and hardware/software
support to the user community covering the six New England states.
Senior Programmer/Systems Analyst
United States Army -- Special Forces Command, 05/91 - 08/92
Information Management Office; Fort Bragg, North Carolina
• Procure and field over one million dollars of equipment to a 2000+ organization.
• Act as team leader for assistance visits across the US.
• Serve as the Information Systems Security Officer (ISSO) for the Army Special Operations
Command Network (ASOCNET).
• Maintain a customer service helpdesk for hardware and software problems in support of units
across the continent.
• Provide small group training on computer usage and COTS software packages.
NCOIC Systems Management Branch
United States Army -- 711th Military Intelligence Battalion, 12/87 - 11/90
Systems Management Branch; Augsburg, Germany
• Serve as personnel manager for a 78-person organization covering areas such as mechanics, cooks,
audio-visual technicians and intelligence data analysts.
• Responsible for directing the flow of work in office of 16 people dealing with communications
front-end processors, systems security, operating systems and application upgrades on multi-million
dollar equipment.
• Serve as installation security manager for 90 days during periods of increased threat conditions.
Programmer
United States Army -- 1st Special Forces Operational Detachment (DELTA), 11/85 - 08/87
Logistics Squadron; Fort Bragg, North Carolina
• Programmer/systems analyst responsible for automating property accountability and repair parts
system on Honeywell DPS-6 using standard army software.
• Converted ammunition tracking and usage system from manual to automated using NCR PC-8's
and COBOL-74.
• Responsible for the installation of 50 WYSE workstations on 5 Intel 310/311 system nodes
configured in bus architecture using Ethernet cable and 4-wire twisted pair with short haul modems as
line drivers.
• Perform duties of Systems administrator and trainer for 80 users working in a XENIX
environment.
• Develop INFORMIX database to allow the commander near real-time status of material, equipment
and personnel.
Senior Programmer/Systems Analyst
United States Army -- 182nd Division Material Management Center, 08/84 - 11/85
Logistics Automated Systems Support Office (LASSO); Fort Bragg, North Carolina
• Lead logistics programming conversion from the IBM 360-40 to the Honeywell DPS-6.
• Train 12 supply personnel to operate the Honeywell.
• Serve as senior programmer/systems analyst.
• Provide 24X7 on-call support while training subordinates in the troubleshooting skills necessary to
diagnose and prevent possible system failures.
Programmer/Systems Analyst
United States Army -- HHC Division Support Command (DISCOM), 08/78 - 08/84
82nd Airborne Division Data Center; Fort Bragg, North Carolina
• I have a working knowledge of IBM 360-30/40, IBM Series-1 minis and micros using COBOL,
JCL, and Event Driven Language (EDL).
EDUCATION: I have 73 credit hours from several colleges toward a degree in information
management.
• Network Engineering and Administration Southwest Florida College 2010
• I.T. Administrator Certificate Western New Mexico Univ 2004
• Sergeants Major Academy (Advanced Military Leadership) 2004
• Total Army Instructor Training Course (TAITC) 2000
• Advanced NCO Course (Programmer/Analyst) 1990
• Basic NCO Course (Programmer/Analyst) 1986
• Direct Support Unit Standard Supply System (DS4) Honor Graduate 1985
• General Studies Methodist University 1982
• General Studies Campbell College 1982
• Primary Leadership Course (Military Leadership) 1979
• Advanced Individual Training (Programmer/Analyst) 1978
• Basic Airborne Training 1978
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