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Customer Service Manager

Location:
Madison, AL
Posted:
June 10, 2014

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Resume:

Darius M. Davis

*** **** *** *****

aceifz@r.postjobfree.com

Madison, AL 35758

256-***-****

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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