Customer Service Manager

DARNELL R. CLARKE

Address: *** **. ******* *****, *************, GA 30044●Phone: 404-***-****●Email: **********@*****.***

Technical Troubleshooting

Hardware Configurations

Multiple call-tracking tools

Software Installs

LAN & VPN/Remote Connectivity

Problem Diagnosis

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Complaint Handling

KEY SKILLS

EDUCATION

Georgia Gwinnett College University, Lawrenceville, GA

Bachelor of Science - Information Technology, Systems & Security

Key Courses: Include but not limited to: Introduction to Computing, Information Systems, Advanced Programming, Information Security, Systems Analysis and Design, Web design

CERTIFICATIONS

Currently training for CompTIA A+, Networking, and Security certifications

PROFESSIONAL EXPERIENCE

ViewPoint Health/CiDrep Informatics, Lawrenceville, GA

Systems Administrator Oct 2014 – Present

Managed end-user accounts and emails by utilizing Microsoft Active Directory and Microsoft Exchange

Rapidly diagnosed, and resolved client issues using efficient technical troubleshooting methods while adhering to problem tracking standards and procedures

Ensured system hardware, operating systems, software, and related practices adhere to organizational values, enabling staff, volunteers

Administered user support and training

Controlled user credentials, access, and permissions to accounts, emails, and shared documents/folders

Problem-solved issues pertaining to VoIP (Mitel management), LAN connectivity, and network printer configurations

LSI/Avago Technologies Company, Norcross, GA

HW and SW Testing Engineer Technician/Lab Manager Feb 2014 – Oct 2014

Managed testing lab of 20+ testing technicians, 300+ servers, and approximately $500 thousand of inventory

Test RAID controller cards in various test environments using workstation, servers, and operating systems such as Windows Server 2012, Linux RHEL & SLES, VMware, CentOS, Solaris, and Ubuntu

Flashed bios chips, raid controller cards, and memory modules with needed .rom and .bin files using UEFI, DOS bootable USB drives, and various other storage management GUI and UEFI test utilities

Built Virtual Drives and RAID configurations

Analyzed hardware behavior using debugging device

CompAtl, Lawrenceville, GA

I.T. Consultant/Support Nov 2012 – Feb 2014

Diagnosed computers using software such as, but not limited to, Belarc, Driver Genius, CCleaner, and ComboFix

Analyzed and optimized computers by troubleshooting and extracting viruses and replacing necessary hardware

Built personal computers based on detailed specifications including memory, drivers, software, et cetera

Implemented cost effective I.T. solutions and repairs for customer home and/or office

Installed, modified, cleaned and configured hardware, software, servers, routers, wiring, networks, et cetera

REFERENCES FURNISHED UPON REQUEST

Contact this candidate