Customer Service Technical Support

Thomas Davis III

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

Mableton, GA. 30318

Cell Phone: 404-***-****

E-mail: ********@*******.***

EDUCATION:

Bachelor of Science in Business Administration (5 / 2001)

Major: Management Information Systems

Auburn University, Auburn, Alabama

Associate CISSP Certification (2/2012)

CISSP Certificate Program

Kaplan University

TECHNICAL SUMMARY:

• Windows / MAC OS Support

• Altiris Deployment Server

• Analytical / Problem Solving Skills

• Communication Skills

• Computer Hardware / Applications Support

• IBM Server Trained / BES Server Knowledge

• Blackberry / iDevices/Windows Mobile Device Support

• LAN / WAN / Wireless Networking Support

• SQL Server / ODBC / Oracle /MS Access

• Information Technology Security / Strategy Knowledge (CISSP)

• Programming Knowledge: HTML / JAVA / SQL / C+

• HP and DELL Computer Repair Certified

• Palo Alto Networks / Firewall Support

APPLICATIONS SUPPORT:

REMEDY ADOBE PRODUCTS

MS OFFICE SUITES SYMANTEC SECURITY SUITES

PEOPLESOFT HYPERION

LEGAL SOFTWARE CITRIX

CREDANT ENCRYPTION SOFTWARE

EXPERIENCE:

December 2006 – Present

Turner Broadcasting Systems, Atlanta, GA.

Production Support Specialist – Turner Technology Services - TTS

• Provided dedicated support to (EA) Enterprise Applications Team.*

o This was the first time there was only one dedicated technician for EA.*

o Able to successfully work with minimal supervision.

o Experience with working with EA Support Groups and Developers.

• Provide dedicated IT support for Turner Legal Department.

o Support all Turner Legal Department Applications/Computers and train users as needed.

o Provide support for (Filesite) Legal Document Database and (Workshare) Document Editing

Software.

• Job Training with Network Engineering Department

o Trained on how to make Firewall changes via Palo Alto Networking.

Strong understanding of Network topologies.

Strong understanding of Turner Network setup and subnets.

o Trained on making RSA Server administrative changes.

Made VPN profile updates

Troubleshooting VPN login issues.

o Experience configuring new routers to be put into production.

o Continuously trains to acquire up to date knowledge of Information Technology Strategies.

Acquired Associate CISSP Certification to increase my knowledge of Information

Technology Security in Business environments.

o Knowledge of various Network Security Strategies.

o Provide LAN network and Wireless network support for all TTS supported computers.

o Monitor Security for all Turner computer systems and Security of Employee Accounts.

Provide support for Antivirus Software / Spyware / Malware on computer systems.

Provide support for setting up Operating System Access Control.

Provide support and have the ability to setup Employee Account Access Control.

o Knowledge of Security GPO policies administrated on Turner Network.

• Part of Deskside Support Team that is a Customer facing group

o Provide the ability of fast thorough analysis for problem discovery, data analysis and

implementation of resolution as part of my daily job function.

o Thoroughly document all tickets and at times make Knowledge Base entries.

o Responsible for managing large equipment deployments and software update implementations

on a routine basis.

o Provide remote and Deskside user support for all Turner employees’ computer systems,

including desktops, laptops, mobile devices and MAC computers.

o Provide computer hardware and software application support for all TTS supported desktops,

MACs and laptops including any hardware and software installation, problem correction,

removal/replacement, or any other task necessary to ensure a seamless as possible continuation

of customer work productivity.

o Provide support for the installation of various Applications to the extent of my support and some

functionality.

PeopleSoft

Hyperion

Citrix Environment

Concert

ScheduAll

Scarlett

Turner Toolkit

tTunes

Various EA Applications (StarTeam / Caliber)

Works with various support groups across Turner Organization as needed to maintain

proper functionality of applications/implementation projects past my scope of support. *

Have an understanding of prerequisites needed for the setup processes and specific

settings needed to install these programs, for proper functionality per customer specific

job functions.

o Provide support for Turner Teams / Turner Mailroom Database Systems.

o Provide support for Turner Financial Groups for Hyperion Essbase and its Reporting processes.

o Respond to customer requests obtained via telephone, email, personal contact or team member in

a timely manner, according to our SLA agreement.

o Generate reports per request for analysis of data.

Create reports via Remedy / Altiris Server.

Light experience generating reports from PeopleSoft

• Support Latin America, HR, Financial, TGS Employees with PeopleSoft.

o Contributes as a dedicated team member in any way possible to find the resolution of any and all

issues that may occur to ensure continuous customer work productivity for all Turner Employees.

April 2006 – October 2006

IBM, Atlanta, GA. *** Contract Position

IBM Intel Remote Server Support

Provided remote server support for IBM server platforms.

•

Performed problem determination, analyzed the problem area, and resolved all hardware related issues.

•

Configured all RAID array configurations RAID 0 - RAID 5ee, I analyze RAID logs and diagnose

•

hardware issues and failures.

Supported SCSI and SATA RAID Controllers, RSA II Adapters & I. I analyze logs and diagnose

•

hardware issues and failures.

Supported SCSI & SATA hard drives issues.

•

Supported all IBM system board components, CPU's, fans, power components, cabling issues.

•

Responsible for All HP and Dell computer repairs.

•

November 2005 - February 2006

TEI (Tech Electronics, Inc.), Norcross, GA. *** Contract Position

Desktop / Software Support

• Provided desktop support for Axis TV Software Program, Servers, and Channel Players. These Servers and

Channel Players are purchased and implemented for display of valuable information by various high Profile

Companies Worldwide.

• Installed Windows 2000 / XP and configure Servers and Channel Players for use with the Axis TV software

program.

• Supported the Axis TV Software Program, ensuring that the channel players are programmed and configured

properly in order to display bulletins; crawl lists and video window programs are working properly.

• After configuring the Channel Player, I configured the server with Windows 2000 or Win XP, and then I install

and configure the Axis TV Software Program on the server.

• After configuring the Server, I added the channel players to the server via the Telnet.

• Responsible for the configuring and the complete functionality of the Axis TV Software Program on all servers

and channel players to order.

September 2005 - October 2005

Fidelity, Atlanta, GA. ***Short-term Contract Position

Desktop Support

• Provided desktop support to agent workstations in greater Atlanta area.

• Upgraded various Sales Agents XP desktop workstations for ReMax Sales offices in greater Atlanta.

September 2005 - September 2005

TEK Systems Atlanta, GA. ***Short-term Contract Position

Desktop Support

• Provided desktop support to Political Office Personnel Downtown at the Capital and some surrounding

Legislative Buildings.

• Upgraded desktop workstations and laptops to WIN XP configured many software programs and deployed

hundreds of systems to various political offices downtown at the state capital and surrounding legislative

buildings.

Desktop Support

July 2005 - August 2005

Pearson Education, Indianapolis, IN.

Technical Product/ Software Support

• Provided product support in a call center environment for Pearson Education, one of the nation’s leading textbook

publishing firms.

o Interfaced with various customers (including various College Instructors, College Department Heads

various Administrators and a variety of (Undergraduate and Graduate) Students) and sales representatives

via inbound and outbound calls and emails for the purpose of resolving problems regarding web sites and

internet/CD-ROM based products.

• Quickly analyzed, diagnosed and resolved every issue encountered every day.

• Possessed a great aptitude for learning web-based applications.

• Provided directional troubleshooting support to Educators and Students with all issues regarding

• On-line and On-Campus class registration for Instructors.

• Provided directional troubleshooting for On-line class registration, accessing class assignments, homework,

quizzes, and tests for students.

• Performed CD installations of course materials.

• Internet plug-ins and browser options.

• Plug-in installation for interactive websites, and Navigation of websites.

• Verified all account information in order to resolve all registration or course work related issues.

• Received an average of 30 phone calls per day.

Oct. 2004 -June 2005

Cingular Wireless, Atlanta, GA.

Specialist / Product Analyst III

• Provided Tier I and Tier 2 technical support for all connectivity issues with wireless devices, (Blackberry Devices,

Laptop PC Cards, Wireless Phones) to ensure the proper transfer of data, (SMS, MMS, Email, Internet browsing).

o Internally, As a member of the Data Support Team in the PMC (Product Management Center) I had the

opportunity to work closely with various Corporate Executives, Department Heads, Supervisors and

many other Administrative personnel thru out all department levels to provide data support.

o Externally, as a member of the Data Support Team, I had the opportunity to support various Business

Personnel including Corporate Executives, Senators, various Political Personnel, various Celebrity

Personnel, various Department Heads and various Supervisors.

• Provided Tier I and Tier 2 technical support to all Cingular Wireless Data Customers.

• Analyzed, diagnosed and resolved daily data issues.

• Analyzed all critical areas of functionality needed to transfer data to and from the device.

• Completed activations, ensuring the device was receiving proper data signal if not, would analyze the issue and

direct the device to look for the proper signal tower.

• Checked proper data settings where setup in the device, diagnose any interference and resolving any wireless data

transfer issues.

• Supported email issues with Blackberry devices insuring proper email handling was setup, for Internet Edition

and Enterprise Edition Devices.

• Performed software application downloads, upgrades, and activations of new data products and wireless devices.

• Provided Tier I support for Wireless Laptop cards, (GPRS / GSM), such as activations, directing the device to

look for the proper signal tower, and installation of connection software, also resolved any browsing issues.

• Received an average of 30 to 50 Inbound Technical Support Phone Calls per day.

Feb. 2004 - Aug. 2004

EarthLink, San Antonio, TX.

Help Desk Specialist / Wireless Technical Support

• Provided Tier I Technical Support and some Customer Service to EarthLink Dial-Up and Wireless Customers.

o As a member of the Wireless Helpdesk Team, I was given the opportunity to support various Business

Personnel including Corporate Executives, Senators, various Political Personnel, various Celebrity

Personnel, various Department Heads and various Supervisors.

• Analyzed, diagnosed and resolved tier one and tier two type issues.

• Provided support for connectivity issues using Dial-Up modems, such as lowering FIFO buffers or entering a

proper init string, insuring the correct network components were installed in order to solve connectivity issues.

• Knowledge of TCP/IP protocols was essential to resolving connectivity issues.

• Supported Email issues in MS Outlook and Outlook Express for Dial-Up customers by insuring the proper server

and settings were being used.

• Analyzed all critical areas of functionality and resolved all browser issues by identifying Antivirus and Firewall

interferences also checked browser compatibility.

• Provided Tier I Technical Support to Dial-up customers using Windows 9x, ME, NT, 2000, XP operating systems.

• Provided Tier I Technical Support to Dial-up customers using MAC OS 9.0 & 10.0 operating systems.

• Provided Tier I and Tier 2 technical support for all connectivity issues with wireless devices, (Blackberry Devices,

Laptop PC Cards) to ensure the proper transfer of data for email and internet browsing.

• Analyzed all critical areas of functionality needed to transfer data to and from the data device,

o Ensuring completed activations

o Ensuring the device is receiving proper data signal, if not, I would analyze the issue and direct the device

to look for the proper signal tower.

o Ensuring the proper data settings was setup in the device.

o Diagnose any interference and resolving any wireless data transfer issues.

• Supported Email issues with Blackberry devices insuring proper email handling was setup, for Internet Edition

and Enterprise Edition Devices.

• Provided Tier I support for Wireless Laptop cards, (CDMA), such as activations, directing the device to look for

the proper signal tower, (updating Preferred Roaming Lists), also resolved any wireless browsing issues.

• Supported Email issues in MS Outlook using a MS Exchange Server with the wireless laptop cards.

• Used a PeopleSoft Database (Vantive) to keep detailed Case Notes for All call documentation for Dial-Up and

Wireless Contacts.

• Received an average of 30 to 50 Inbound Technical Support Phone Calls per day.

Nov. 2001 - July 2003

Parent Child Inc. San Antonio, TX.

Software Specialist III / PC Technician

• Served as the PC Technician for 200 - 300 desktop workstations, troubleshooting all problems causing any

company down time.

o I mainly supported the main Administrative Office Buildings as part of my area of the company’s

network, supporting various Company Executives, Department Heads, Supervisors and various other

Administrative personnel thru out all department levels.

o Supporting workstations running Windows 9x, ME, NT, 2000, XP, Supported MS Office Suites 97 and

2000.

• Maintained the main database software for my company (Child Plus), which is the main software we use to track

all data on enrolled children. Analyzed all critical areas of functionality to ensure the program-processed data

properly.

• Maintained the competence of Corporate Computer Systems in my designated area of the company's network. I

challenged myself to quickly analyze, diagnose and resolve every issue I would encounter daily.

• Kept the employees in my area well trained and very competent in Microsoft Office Programs, and whatever

software necessary for their positions.

• Taught a two-hour Basic Computer Skills Class two days a week to Center Supervisors usually a class size of

fifteen supervisors. I taught the basic components to the computer, and their use. Also taught Supervisors how to

log onto the company's network properly, and then log into the Child Plus database, and then I trained them on

how to work within the Child Plus database.

• Took Phone Calls to resolve problems involving software applications not functioning properly, network

connectivity, email problems, and the computers operating efficiently. I would try to resolve most problems via

phone, and remote access using PC Anywhere or WIN VNC, traveled to the local site to fix the issue.

• Supported Email issues in MS Outlook 2000 using a MS Exchange Server and also Outlook Express.

• Setup desktop workstations, installed and maintained Hardware components, Software Applications, installed

software updates, virus patches, and ensured all network connectivity was functioning properly.

• Responsible for keeping detailed notes on my day-to-day activities because we held a meeting every morning to

relay off problems encountered and procedures taken to resolve the issue.

• Generated a complete Monthly Report.

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