Customer Service Manager
Resume:
Darius M. Davis
******.*******@*******.***
Madison, AL 35758
Objective
To obtain an IT (Systems, Network) Administration position with an
established company and build lasting relationships in Information
Technology.
Education
The University of Alabama in Huntsville, Huntsville, AL
2012-2013
Master's of Science in Business Administration, Management Information
Systems-Information Assurance
Graduation Date: December
2015
The University of Alabama in Huntsville, Huntsville, AL 2005-
2010
Bachelor of Science in Business Administration, Management Information
Systems
Minor: Spanish
Graduation date: May 2010
Relevant Coursework: Information Systems Design and Implementation,
Networking and Telecommunications, Information Systems in Organizations,
Web Applications, Database Management, Computer Applications in Business,
Computer Programming in Business, Survey of Information Assurance,
Organizational Management, Business and Professional Communications,
Competitive Strategy, Business Writing, Business Statistics, Operations
Analysis, Business Legal Ethics, Security Essentials
Honors and Affiliations
UAHuntsville Scholar List-2005, 2008 (Spring), 2010 (Spring)
Association of Information Technology Professionals (AITP) Treasurer-2008-
2009
UAHuntsville Sports Information Department Statistical Analyzer-2008
Spanish Club (2007-2010)
Skills
Operating Systems: MS Windows 2000, Mobile, XP, Vista, 7, 8, Server 2008,
Server 2012; Macintosh OSX, Ubuntu, Debian, Fedora, CentOS
Business: Analysis, Managerial, Professional Selling, Budgeting, Customer
Service, Self-Starter, Writing, Problem-Solving, Troubleshooting, Research,
Consult, Computer, Help-Desk, Software, Hardware, Testing, Monitoring,
Document, Detail-Oriented, ITIL
Computer/Database Languages: VB, .NET Framework, SQL, MYSQL, ASP, HTML,
Java, C, XML, C#, PHP, AJAX, MVC
Major Software: Oracle SQL Developer, MSSQL, Eclipse, SAP, Alfresco,
Intuitive ERP, MYSQL, SQL+, SQL Developer, Citrix, MS Word, Access, Excel,
Powerpoint, Project, Visio, Sharepoint, Visual Studio; Adobe PhotoShop
Professional, Dreamweaver; Dell DiskVault Storage Manager, Dell Server
Manager, Ghost, Track-IT Ticketing, SysAid, Unanet, Deltek GCS Premier,
Appassure, Nagios, Joomla!, Solidworks, Subversion, Wordpress, Basecamp,
RedMine, Orion IPAM, WireShark
Networking: Patch cabling, VoIP, TCP/IP, DNS, LAN, WAN, VPN, VLAN, Cisco,
Hubs, Routers, Switches, Servers, Firewalls, BGP,OSPF, MPLS, Avaya,
Juniper, Fortinet, JunOS, FortiOS, Avaya ACM, Qradar, PRTG
Servers: Windows NT, 2003, 2008, Active Directory, Terminal Services; Linux
Distributions, Apache, Tomcat, Printers, Installation, Upgrade, Users
Scripts, Backups, Recovery, Partitioning, Libraries, NAS, Storage, NFS,
FTP, LDAP, Clusters
Administration: System, Google Apps for Business, Network, ERP, SQL,
Printer, Phone, Disaster Recovery, Testing, Implementation, Data
Management, Configuration Management Databases
Virtualization: Xen, VMWare, Oracle VirtualBox
Telephony: Administration, Asterisk, PBX, VOIP, IVR, OfficeServ, Voicemail,
Upgrades, Routing, Analog Blocks
Point of Sale: Comcash, PCCharge, QuickBooks
Communications: Oral and Written
Spanish: Oral and Written
Work Experience
ITAC Solutions Huntsville, AL
Jan-2014 - April 2014
Staff MIS Analyst-Contractor
Contracted out to Intergraph Corporation's Network Operations Center.
Analyzed designs, develops, implements, troubleshoots and maintains
switches (Avaya), routers, and firewalls (Juniper) used in customer support
organizations.
Applied a comprehensive knowledge of principles, concepts, and techniques
to the solution of complex assignments.
Educated coworkers and end users on a variety of technical topics relevant
to their day-to-day assignments.
Used knowledge of firewall zones, application flow, VLANs, IPv4, and IPv6
to aid in implementing best practices.
Provided originality, adaptability, ingenuity, freshness, and the use of
independent judgment.
Project leader in testing for a global IP address management solution.
Worked on team to develop a site for all NOC inventory in order to break
free from Access.
Worked with lead PBX Administrator for delivering Asterisk PBX worldwide
solution.
Aided in sustaining the day-to-day network operations.
Displays customer service skills when communicating with users as well as
vendors.
Bevilacqua Research Corporation Huntsville, AL
Apr 2012 - Dec 2013
IT Administrator
Administered all IT infrastructure as well as provide end-user desktop
support for a DOD contractor of 200 employees.
Headed a three-man IT team.
Created and documents all IT policies and procedures to ensure standard
practices within the department and company-wide.
Installed and configures a mix of Windows and Linux servers with Active
Directory and LDAP strategies.
Analyzed current business systems for a continuing support role as well as
identifying new systems for an increase in productivity.
In charge of making decisions for yearly budget as well as incremental
purchases.
Headed the team in charge of testing and deploying system enhancements,
upgrades, and new implementations of servers, day-to-day applications, and
cloud applications.
Installed and administered an Asterisk Phone Server (CentOS)
Used open-source databases for backends of websites and document
collaboration applications (MYSQL, PostgreSQL, MongoDB).
Applied policies and procedures to organizing business units within Active
Directory.
A DFS was put in place in order to share files through the company's
intranet as well as being able to access files while connected to the
company's VPN.
Developed and implemented web-based building access site for employees and
visitors
Worked on team to develop site for web-based password reset for remote
employees.
Hosted and supported various applications in a mixed Linux and Wndows
enviornment both on-premise and wthin the cloud.
Researched and implemented a disaster recovery solution to combat data loss
and setup replication to an off-site location.
Virtualized servers in order to more efficiently use given hardware
specifications and server room space (Citrix XenServer cluster).
Responsible of moving from old file sharing system to new NAS storage
device.
Modified initial CMS for new business units (Asterisk).
Proactively checked system health and capacity as well as monitor
performance (Nagios, Solarwinds).
Responsible for configuring and managing NAS devices to map to virtual as
well as physical hardware (RAID, Partitioning, Dell DiskVault).
Installed and configured Sharepoint Foundation Server 2013.
Monitored app flow and configured port forwarding through firewall (Dell
Sonicwall).
Configured routers, switches, firewalls, VPNs to make sure there is a high
security standard(Cisco, Sonicwall).
Responsible for trouble-shooting issues that occur from enhancements and
upgrades.
Used Alfresco Document Collaboration in order to enable employees at remote
locations to collaborate with corporate office.
Defined requirements for future system hardware while exploring new
technologies to help make users more efficient.
Technical Administrator of the company's accounting and timesheet systems
(Deltek GCS Premier, Unanet).
Implemented Office 365.
RDBMS Administrator for company database systems (MYSQL, MSSQL).
CDI Electronics Madison, AL
Apr 2011 - Dec 2011
IT Manager
Evaluated and ensured that IT facilities meet the needs of individuals,
projects, and system functionality.
Scheduled upgrades and security backups of hardware and software systems
(Scripting).
Provided users with appropriate support and advice as well as managing
crisis situations.
Oversaw all telephone changes such as upgrades routing situations (Samsung
Phone Equipment, Officeserv Call Manager).
Organized and administered the Company website, www.cdielectronics.com,
catalog, data sheets and other collateral material for critical marketing
information (ASP.NET, HTML, VB.NET, WCF, Design Patterns).
Created Initial CMS after rebuilding old system.
Worked in various server environments including Windows 2003-08, as well as
Linux Ubuntu/Red Hat.
Administered the Company ERP System (BOM, Inventory, Purchasing, etc.) to
enhance the execution and analysis of Company business functions (Intuitive
ERP).
Incorporated a DFS for sharing files over the company's intranet.
Monitored app flows through Juniper firewalls ensuring security integrity
(Juniper).
Resident Alfresco Administrator which housed company drawings for
manufacturing specifications.
Planned, developed, and implemented the IT budget, ensuring cost
effectiveness (Excel, Visio).
Manages crisis situations (Data Backup, Network Security).
Researched and kept up-to-date with the latest technologies (Implemented
Sophos Security Console as well as scheduling infrastructure upgrades as
well as exploring XenDesktop, XenApps, and other virtual products as
potential virtual solutions).
Worked as Lead Developer on Company Engine Diagnostic Software (VB.NET,C#
w/ C++ Backend).
Administered the company SQL Server which the ERP System derived key
business data (MYSQL, MSSQL 2008).
TekSystems Huntsville, AL
Sep 2010 - March 2011
Missile Defense Agency Contractor-Voice Infrastructure Technician
Provided deployment support for the Core Voice Infrastructure in a new BRAC
building.
Assisted the team with installation of voice and hardware and associated
infrastructure.
Provided assistance in the implementation of building rooms in support of
the Voice and Infrastructure including Main Distribution Frames (MDFs) and
Intermediate Distribution Frames (IDFs) to include rack, cable, and
hardware installation and configuration.
Implemented and supported routers, switches, and cabling where needed to
support the voice network (Cisco Brand Switches, Routers, VoIP, etc.)
Maintained computer networks and related computing environments.
Generated performance reports and fixing any performance issues.
Worked within deadlines to ensure network closets were completed in a
timely manner.
API Digital Communications Huntsville, AL
May 2010 - Sep 2010
CSG Support Technician
Provided enterprise-entry level technical support for end user Internet
connectivity, product support, and Network Operations Centers via telephone
and email; by answering questions about hardware and software.
Worked issues to resolution or escalate to the next level of support
technician.
Monitored all open issues to ensure customer expectations are met.
Used Linux Solaris to check mail and radius servers for verification and
authentication.
Modified User Login/Logoff Scripts and aided in setting up micro servers
for personal home/business use (Shell Script).
Used Excel for customer record lookups.
Supported POS systems for regional hotels.
Ran queries in order to build customer databases (MYSQL, MSSQL 2008).
Used Citrix XenDesktop for desktop access.
The Station No. 2 Huntsville, AL
Jul 2009 - Mar 2010
Server/Bartender
Delivered high level of service to create and retain clientele.
Assisted in training of new employees on menu items, policies, computer
skills, and customer service.
Learned Micros POS as team-lead.
UAH Computer Network Services-Help Desk Huntsville, AL
Nov 2007 - Mar 2009
Student IT Specialist III
Provided computer and network support to the UAH community on an enterprise
level in all areas, including, hardware, systems software, applications
software, and all configurations. Test computer hardware, networking
software and operating system software managed by CNS.
Assisted walk-in customers (students) with technical issues.
Diagnosed hardware and software problems and replace defective components.
Perform data backups and disaster recovery operations.
Reset passwords within Active Directory.
Helped in troubleshooting students access through dorm switches (Avaya).
Assisted in call flow testing as well the documentation for existing call
flows and VDNs
Installed and Configured of File and Print Services
Updated Printer drivers, Print Queue Management and Troubleshooting on
Network printing problems.
Added Disks, Creating/Deleting partitions
Used Active Directory in order to add new users to UAH Domain.
Used Cisco Clean Access and other utilities for wireless access, VPN
Connections, and other network components
Worked maintanence on NAS devices in the Salmon Library.
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