Customer Service Engineer

Derrick Bitten

**** ********** **** #****

Atlanta, GA 30339

(404)

***-****

*************@*****.***

OBJECTIVE My objective is to establish a relationship with a prominent

organization to

further advance in the Information Technology industry.

Career Level: Mid Career (10+ years of experience) - Date of

Availability: Immediately

Smart Start Advisor Cbeyond Communications December 2009 -

April 2014

Atlanta GA

. Receive support requests from field agents and providing real time

assistance.

. Receive live call transfers from market operations staff and assisting

customers with gathering required

information to facilitate field visits.

. Provide remote assistance for applications installation and setup.

. Interface with 3rd party vendors to facilitate Domain Transfers.

. Assist customers in transferring web files to Cbeyond servers and work

with vendors to identify and resolve

any compatibility issues.

. Work closely with necessary departments to ensure a seamless transfer of

service to Cbeyond.

. Ensure customer expectations are set accordingly throughout the order

lifecycle.

. Coordinate applications set up with customers, vendor and internal

departments as needed.

. Inform Management of any unresolved issues impacting the customer's

service and work to resolve

issues with minimal customer impact.

. Update all OSS systems and customer records

. Provide voice and data customer service.

. Provide problem solving skills by being resourceful and having effective

decision making.

. Display strong verbal and written communication and interpersonal skills.

. Display strong organizational skills while being detail oriented.

. Display the ability to work effectively with customer, contractors and

vendors.

. Effectively manage multiple projects to completion.

. Effectively meet deadlines and deal efficiently with a fast paced

environment.

. Display strong customer support skills.

. Display advanced computer skills.

. Effectively showknowledge about common LAN/WAN configuration, Voice Over

I/P services, email

applications/configuration, TCP/IP, VPN and 3rd party devices and their

interaction with our service.

. Display knowledge of HMTL

. Display knowledge of FrontPage and FTP

. Show understanding of web server technology including ASP, ASP.Net, PHP

and SQL.

Tech Support/Owner The Bitten Sneed Group,

LLC May 2008 - December2009

Atlanta, GA

* Manage and update website.

* Manage and configure email for SMTP & POP for email clients.

* Buy and Sell real estate in the Atlanta and surrounding areas.

Helpdesk Manager/Tech Sales

Iotronics June 2007 - May

2008

Atlanta, GA

* Installed and configured Blackberry Server software for WAN.

* Configured Blackberry devices using Java software.

* Troubleshoot client networks for multiple blackberry devices on network

.

* Installed and troubleshoot software on blackberry devices

* MS Server 2003 maintenance, updates and hardware configurations.

* Sold proprietary Blackberry Server software to International & Domestic

clients.

* Manage payroll, employee time and manage daily operations of company and

personnel.

Systems Administrator Mortgage Hunters, LLC

December 2005 - June 2007

Atlanta, GA

* Installed and configured Microsoft network.

* Installed and configured MS Server 2003 and Windows XP Pro workstations.

* Configured laptops for secure wireless communication.

* Installed and configured HP printers for network use.

* Installed and configured Sharp copied for network printing and scanning.

* Daily troubleshooting of software and hardware.

* Installed and configured mortgage software for network use and printing.

* Use Active Directory for domain and account creation.

* Configured Microsoft Outlook for email use.

IT Support Manager Fuji Photo Film U.S.A.

June 2003 - December 2005

Atlanta, GA

* Oversaw creation of Georgia IT helpdesk.

* Created all training and support documentation.

* Devised Standard Operating Procedure for helpdesk.

* Implemented training and standard operating procedures for IT Helpdesk.

* Instrumental in a SAP rollout.

* Instrumental in Exchange domain & exchange migration from Novell and

Groupwise.

* Manage and provide technical direction for Helpdesk.

* Create statistical reports showing progress & status of department in

comparison previous to

months and industry standards

* Delegate, manage and track the progress of daily tasks assigned to

helpdesk technicians

* Conduct regular project reviews

* Resolves information services problems by analyzing issues, discerning

the most appropriate

courses of action, providing tactical direction and, when necessary,

reallocating resources

* Provide operations analysis and consults to internal clients on business

process improvement

* Communicates status of activities with the team, peers, management, and

end-users

* Monitor Quality of Service for phone support daily.

* Maintain scheduling for helpdesk and special projects.

IP Engineer Hewlett

Packard April 2000 - May 2003 Atlanta, GA

* Administer IP addresses and sub netting.

* Provision circuits on Cisco routers.

* Troubleshoot static IP issues.

* Troubleshoot router and connectivity issues.

* Assigned to various projects ranging from help desk support to

connectivity testing.

* Remote access installations for various clients.

* Performed day-to-day administration of a Windows NT and Microsoft

Exchange.

* Monitor and administer MVS mainframe in cooperation with WorldSpann.

* 24 hour call center supporting Microsoft products, SAP, and various

proprietary software

packages.

* Administer 5 domain models in Windows NT environment.

* Team support for mentor group.

* Conduct NT administration of user and computer accounts.

* Windows 2000 migration from Windows NT/9x.

* Resolve and troubleshoot Exchange email issues.

* Test connectivity of Cisco routers on LAN and WAN.

* Exchange 2000 migration.

* Monitor and administer routers and NT servers.

* Troubleshoot static IP and DHCP issues on LAN.

* Troubleshoot Cisco hardware and routing

issues.

Network Engineer EPL,

Inc. Feb 1997 - April 2000

Birmingham, AL

* Converted WAN of 200+ connections from RIP to EIGRP.

* Configured IP NAT for private corporate network security

* Devised Standard Operating Procedure for helpdesk.

* TFTP uploads and downloads of router configurations and IOS.

* Designed medium-sized infrastructure and provisioned existing customers

for WAN connection

movement.

* Installation and maintenance of 25XX and 75XX series routers.

* Performed installation of a Cisco Works 2000 box

* Traveled to customer sites and replaced various CPE boxes with Cisco

25XX routers

* Administer 3000-5000 users on Windows NT network

* Maintain 9 servers and utilize LAN/WAN technologies for networking with

Unisys A Series

mainframes.

* Installed and configured SMS 2.0 for remote administration and support

to domain users of the

LAN/WAN

* Exchange and e-mail administrator with use of Outlook and Microsoft

Exchange.

* Configured and supported Frame Relay PVC's and serial ports on Cisco

routers in a Core WAN

environment. Configured IP NAT for private corporate network security.

* Converted WAN of 200+ connections from RIP to EIGRP.

* TFTP uploads and downloads of router configurations and IOS. * Designed

medium-sized infrastructure and provisioned existing customers for WAN

connection

movement. * Traveled to customer sites and replaced various CPE boxes with

Cisco 25XX routers. * Installation and maintenance of 25XX and 75XX series

routers. * Performed installation of a Cisco Works 2000 box. * Administer

3000-5000 users on Windows NT network. * Maintain 9 servers and utilize

LAN/WAN technologies for networking with Unisys A Series

mainframes. * Installed and configured SMS 2.0 for remote administration

and support to domain users of the

LAN/WAN. * Exchange and e-mail administrator with use of Outlook and

Microsoft Exchange. * HP Open View used for monitoring WAN serial

connections and router/line connections. * Maintain WINS, RAS and DHCP

servers.

EDUCATION

Management Information Systems Jefferson State College Birmingham, Alabama

MSCE Certification Training

A+ Certification Training

AFFILIATIONS

Cisco Forums

Cisco TAC

SOFTWARE

Windows 8 * Windows 7 * Windows Vista * Windows XP, 2000, ME, 98, 95 * MAC

OS X * PC Anywhere 9.0 * Teamviewer * Bomgar * VNC * LogMeIn * SMS 2.0 *

Office 97, 2000, XP, 2003 * Ghost * Proxy Remote Control * Mobile

Automation * Mainframe Emulation * Visio Professional * Tivoli * SAP *

Blackberry Desktop Software

Additional Information

Windows 8/7/Vista/XP/ 2000 Professional / NT 4.0 Workstation

*Administrator of this operating system.

*Administered permissions of file sharing and resource sharing.

*Downloaded and installed from a server in WAN and LAN environments.

* Installed on PC from CD-ROM in a non-network environment.

*Installed network on a master/slaver hard drive setting.

*Set up workstation member server on LAN.

*Performed daily end-user desktop multi-tasking and word processing.

*Installed and configure software for end-users.

*Installed memory for better processing.

Windows /Active Directory/2000 Advanced Server / NT 4.0 Server

* Configured LaserJet for TCP/IP usage.

* Assist in NT administration of a daily 27gigabyte backup.

*Administrator of over 100 end-users in a LAN environment.

*Created user groups and domain users.

*Administered permissions for file and resource sharing on the network.

*Performed back-ups of files and database on database server.

*Created trust relationships in Enterprise environment.

*Troubleshoot WINS and DNS issues.

*Monitor server resources.

Windows XP/2000/ME/95/98

*Use Net watcher to provide C$ administration to unshared drives.

*Upgraded to Windows 98.

*Set access control to user-level for tighter security and back-ups.

*Support LAN/WAN with file and printer sharing.

*Phone support to end-user for TCP/IP setup.

*Created users log-on name and passwords.

*Configured for network usage.

*TIER III helpdesk support to end-users.

Hardware

*Installed and configured network cards for network use.

*Installed HP hubs.

*Cat 5 cable tester.

*Installed and configured modems for dial-up and Internet use.

*Configure dial-up adapter software with TCP/IP information.

*Installed RAM and video memory to PC's.

*HP Jet Direct for central location printing in a Window 9x and Windows NT

environment.

*Installed and configured PCI parallel cards.

*Installed, replaced and configured hard drives in PC's and laptops.

*Replaced systems boards in several IBM compatibles systems.

*Replaced server "hot-swap" drives.

SMS 2.0

*Use SMS for remote control of end users in a LAN/WAN environment.

*Network monitoring using RMON.

*Software distribution in LAN environment of over 100 nodes.

*SMS script and/or bat files for network log in.

*TIER III support for SMS Site Administration.

*Administering SMS inventory consisting of 1 central, 1 primary and 8

secondary Site BRB databases.

*SMS inventory consists of over 1000 nodes.

Exchange Server 5.5

*Created user groups and mailbox containers.

*Configure desktops for exchange server support.

*Attach exchange account to Windows NT network user account.

*Troubleshoot Exchange and WINS issues.

*Setup Exchange to be a web based application and allows end users to

access

their mail account from the intranet.

Contact this candidate