Customer Service Sales Associate
Resume:
Virgil FranksVirgil Franks Virgil Franks
Fort Worth, TX, 76155
817-***-**** **********@*****.***
Objective
To obtain a rewarding career that maximizes my skills and talents and become a reliable asset for my place of
employment.
Education
ITT Technical Institute- Arlington, TX
Associates in CEET (Computer Electronics Engineering Technology)
ITT Technical Institute- Arlington, TX
Bachelors in ISS (Information Security Systems)
Skills
5+ Years of customer service
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Multiple years experience with Microsoft office and Windows OS
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Extremely proficient and a fast learner
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Experienced with VMware 5.5
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Knowledge of Windows server 2008 and 2012
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Proficient with network setup able to understand network topology
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Able to control limits and permissions inside of Active directory
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Capable of setting up personal networks and troubleshooting networking issues
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Able to set up and install computer parts and programs from scratch
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Able to operate multiple OS’s including Windows, Linux, and Mac
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Proficient setting up email protocols such as POP3, IMAP, and Exchange Active sync
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Experience
Terremark\ Verizon Wireless, Irving, TX March 2013- Present
Monitoring server warning messages in a centralized console and created tickets
Create maintenance windows based on work done by vendors
Work hand and hand with Windows, UNIX, and Network IME’s to better understand warning messages
generated via the event logs.
Worked multiple ticketing systems such as Remedy ticketing system and Verizon proprietary ticketing
systems known as Service Delivery Platform.
Advanced studies in IT by going through VMWare Vshere: Install, configure, Manage (5.5) and
Installing and configuring Windows Server 2012.
Research In Motion, Irving, TX March 2012 to Nov. 2012
Support Enterprise Servers including but not limited to installing, decommissioning, and migrating. Experiences
with SQL database movement between servers as well as backing up. Experience with setting up send as and
receive as permissions on Exchange 2003, 2007, and 2010 include powershell for 2007 and 2010. Experienced
with providing support for BB Cloud computing and assisting with setting up Office 365 users. Experience with
performing Root Cause Analysis based on Blackberry Enterprise server logs. Experienced with create Mapi
profiles as well as supporting corporate customer.
Sprint, Fort Worth, TX October 2008 to March 2012
Advanced Tech Support Representative-
Promoted to Mobile Broadband Technical support also Nominated for “Crown Perks”, for above average issue
resolve. Worked with new hire classes explaining and demonstrating use of new applications supported by
sprint phones .Performed coaching for team members as SME( Subject Matter Expert), job duties consisting of
answering questions making advanced decisions on accounts as well and performing escalation callbacks. Day
to day activities consist of but aren’t limited to:
Troubleshooting on multiple PDA’s ranging from RIM’s Blackberry devices, Palm Web OS devices, and
Windows Mobile OS. Troubleshooting connectivity issues using data cards, trouble shooting and setting up
VoIP services over airave devices, performing DMZ’s to network to ensure the free flow of the airave devices.
Processing tickets and escalating up network outages to ensure issue resolve.
JC Penney Company, Inc., Arlington, TX July 2006 to September2008
Customer Service Sales Associate- Performing customer service activities including selling suggested additional
related merchandise; returns and adjustments within the limits of empowerment; Assist with stock
replenishment and stock counts as necessary; Helped supervisors to meet company standards; Helped in
numerous departments as well as sold commissioned suits.
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