Customer Service Management
Resume:
Melvin Yarbrough
Woodbridge, VA 22193
****************@*****.***
Education: College - Norfolk State University (major Electronic Technology) 8/84-6/87,
*/**-*/99 - Learning Tree- UNIX Cert, Total Quality Management Training, Policy Review and Customer Support Training, Project management and Time Management
Clearances: Badged for the State Department, TS Clearance is inactive
Skills: Possessing project management skills, strong relationship building and interpersonal skills, Interact with all levels of management, I am analytical and resourceful in building assignments, Experience in the Requirements and Analysis Division, Helpdesk Supervisor, Created SOP's for network processes Unix, Solaris Systems Administrator in a 24/7 operation. Active Directory, Managed Logistic Department, computer storage. Remedy database application to track hardware. Familiar with IP Telephony troubleshooting and configuration for multiple technologies associated with unified communications product and services, Proficient with Remedy, Experience with Anti-virus protection, Malware investigation tools & processes, Experience with Windows XP, ME, 2000 and 7, (MS Excel, Power Point and Word) Familiar with AutoCAD, HP Openview and Timeview.
CDL license, Folk lift experience -I worked for Hechinger from 90 to 95 in the warehouse. I loaded and unloaded the trucks via folk lift and pallet jack.
4/15 - Present
NATI – GLSS
Supervisor / CDL Truck Driver
The laborers and I move and deliver classified and unclassified Government computers, wood and metal furniture for the State Department and FBI. I am responsible for working with the transportation manager to make sure the truck is in standard operating condition and all of the equipment needed to perform each job is loaded on the truck. I am responsible supervising one or two laborers at any given time. We pick up the merchandise and deliver it to the new location. I record all time spent on the job site by each employee. I am responsible for making sure all timesheets are signed by the employees and the Government POC. Other responsible include making sure the correct hours are allocated and in some cases capturing additional work requirements per the customer and reporting this information back to upper management.
4/10- Present
Yarbrough Contracting LLC
Computer Engineer/Consultant
I Provide systems and network support for Solaris Operating Systems. I configured hardware and software. I work on Blades, Enterprise, Sparcs and Ultras Sun hardware. I support other hardware such as Print, Telnet and Proxy servers. I troubleshoot system, network software and hardware issues. Configure NFS, NIS, DNS processes. I work install and troubleshoot HP Openview, Timeview software and some Microsoft operating systems. Create SOP’s for most processes. I also setup residential computer equipment, set wireless networks (configure router). I install all computer peripherals, and wire homes for cable TV.
4/09- 4/10
CACI
Configuration Management
I worked for the department of SOD at the Pentagon. Server migration, old HP DL580 G4’s, G5’s etc servers over to the new Blade HP C7000 etc. Assisted in removing old servers and installing the new Blades. Cabled all servers backed to the switch. Removed all needed hardware from old servers. Prepared all paperwork to have new and old server’s expedited to its new location. I attended weekly project status meeting. Tracked new subnets via Excel spreadsheet. Managed the logistic database via Remedy to track all hardware and some software. I used VISIO software to create rack elevations diagrams for tracking server information and location. Also managed and inventory of all SOD's hardware in the warehouse. I worked with vendors in procuring hardware and software for future projects.
3/08- 4/09
CACI
Customer Liaison / Project Manager, Requirements and Analysis Division
I independently analyze IT Requirements for customers and or consult with customers to refine or develop requirements into
an Information Technology Requirement (ITR). I analyze existing, hardware and software requirements for both short and
long range impact upon the HQDA customers. I served as Action Officer for the migration of new customers into an existing
organizational structure. Prepare project management plans for a broad range of IT projects. Manage the execution of the
plans. Interpret policy and procedures, and develop solutions in accordance with IMCEN established mission and objectives
to improve effectiveness and efficiency of HQ Army Enterprise Network management. I prepared system accreditation
packages for review and approval by information assurance authorities. Evaluate funding for project. Provides advice and
guidance on complex IT issues. Interpreting IT policies, standards and guidelines, conduct analysis and recommend
resolution of issues affecting the specialty areas(s) and assigned agencies. Prepare and presents briefings, papers, and reports
documenting the results of all engineering support activities. Experience on building COOP architectures. Approve setup of
computers on the HQ Army network including hardware, software, and communication connections. Approve the loading of all software in agencies that I'm responsible for. Managed lifecycle upgrade of all IT hardware. Assist the Government employees and the DEA Agents with password reset. Manage the WRS/PLS database /Create and manage accounts for over two thousand Agents and Contractors. Assist user with Mainframe Subsystem Applications issues such as M204, DATS, CICS, FFS, TSO etc.
9/03 – 3/08
ISS/CACI / DEA Help Desk Supervisor
I was responsible for supervision of the Mid shift employees (5 or more employees) and all issues that occurred. Supported all DEA systems infrastructure at a Tier 1 level for over 15,000 users worldwide. Answered phone calls from DEA Agents, Task Force Officers (TFOs), DEA Personnel, DEA Contractors, and supporting Law Enforcement Officers (LEO) personnel towards a numerous of networks and systems. Troubleshot software applications within the operating systems environment, which included; software installed to all workstations on the network and off the main network operating in a standalone environment. Monitor system status and report anomalies. Troubleshot hardware problems and escalated calls when desk side support was required. Created new accounts for different sub systems (SMARTS, WRS, IMPACT and PLS). Worked with the Government in creating and revising SLA’s for all procedures. Received trouble calls, opened trouble tickets, identified and resolved problems. Unresolved trouble tickets escalated tickets to Tier 2 and Tier 3 support groups as appropriate. Tracked calls and kept customers informed until resolved. Updated trouble ticket status and closed upon resolution. Attended the meeting for Government and Contractors to discuss changes to policy, procedures and project status updates.
2/98 –9/03
RAYTHEON SYSTEMS COMPANY
UNIX System Administrator
I added 19 additional UNIX workstations, 6 servers and 4 subnets to existing topology. I worked with other engineers to load balance the network. I worked with the HP and SUN vendors to determine future hardware and software upgrades to complex UNIX based systems. Patched all systems for Y2K compliance. Tracked new subnets via Excel spreadsheet. I managed the logistic database via Remedy to track all hardware . I provided system and network support for Solaris Operating System in distributed environment. Installed,configured and maintained Enterprise Sun servers. Sparcs and Ultras installation software starting with 2.5.1 to Solaris 8.Troubleshot system, network, hardware, and End User problems in a 24/7 environment. Supported NFS, NIS, DNS, and Automounter. Responsible for monitored servers devises print servers, Telnet servers, Proxy servers and applications such as HP Openview,Timeview. Provided documentation for all networks, and coordinated hardware repairs with multiple vendors. Supported applications such as HP Openview, Timeview, AutoCAD etc. Implemented Symantec Netbackup on some systems.
AWARDS:
CERITIFCATE OF OUTSTANDING SERVICE
May 2009 Received Award for outstanding service to the Information Management Support Center and numerous customers within the Headquarters Department of the Army.
October 2007 Received Award for Outstanding team member contribution to the transition and excellent quality customer service support to the Drug Enforcement Administration DEA SI Helpdesk Program
October 2004 Received the Employee of the 3rd Quarter 2004 Awards for the DEA (Drug Enforcement Agency) Helpdesk. Received certificates due to the following: Number of tickets opened/calls received; thoroughness of information in ticket description and consistently verifying user asset information and number/location. Extra jobs/responsibilities performed outside of taking calls; going beyond what is expected when helping a client on the phone; being a team player and assisting the rest of the staff when needed.
October, 2004 Commended on survey responses for customer service DEA.
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