Customer Service Manager

James Bruce Denney

Qualifications

Total of ** years experience in all areas of Computer Support and Technologies. 10 years’ experience in Desktop Support and Systems Administration managing User Systems

Highly proficient providing both remote troubleshooting via telephone or hands-on remediation at the workstation.

Fully-versed in hardware, software, and operating system installs and configurations. Proficient in upgrades and repairs.

Expert relationship manager able to quickly establish rapport and maintain constructive working partnerships in stressful situations.

Strong critical thinking skills. Quickly identifies root causes and effects permanent solutions to issues.

7 years’ experience in Networking and Design

oFocused integration with Windows

oLocal Area Network Design

oServer Construction, Start-Ups and Administration

Technical Skills: Software:

oSQL, Linux, Ubuntu, Access, Novell NDS and Netware, Windows Server-- all versions (including Windows Server 2012), Server optimization tools including Windows Task Manager and Event Viewer, Microsoft Backoffice Products, SMS, MS-SQL, ISA Server, IIS, Microsoft Exchange, Windows Operating Systems NT, Vista, 7, 8, 8.1, and 10, Windows Office Professional 2000 through 2010, Nagios Networking Monitoring System, Promoted and demoted domain controllers, Installation and configuration of the, Windows NT NOS (Windows 7), Windows 10, Configured firewalls, Configured Windows Server Active Directory, DHCP, DNS, Visual Basic, VPN, Crystal Reports, Microsoft Office, Outlook, and Shortel

Technical Skills: Hardware:

oBuilt Window System Servers from scratch

oIBM/Lenovo

oWireless Networks

oNetworked printers including HP, Dell, and Brother

Strengths and Abilities:

oExperienced with first line project and technical management

oAttention to detail

oAbility to learn technical information quickly

oAbility to train users on new technologies as needed.

oExcellent customer service

oExcellent ability to communicate with users to define needs and resolve problems

oAbility to handle problem clients

PROFESSIONAL EXPERIENCE

Alert Logic, Houston Texas 5/1/13 to 1/12/16

Windows Systems Administrator/Desktop Support I reported to the director of IT. I was in charge of defining and streamlining new procedures and making sure tickets were processed correctly. Changed passwords, set up new employees into the system and removed them upon termination. I maintained and serviced all computer equipment in the group. I managed the system servers that were using VMWare. I was the “go-to” guy when it comes to handling personnel having computer issues. I maintained the wi-fi network and worked with the IT Director to trace all lines, develop labeling standards. I was heavily involved in our corporate migration of e-mail, VOIP and security systems.

Open Link Financial, Houston Texas 11/2003 to 10/2012

Systems Administrator/Desktop Support I reported to the IT people in New York office but was solely responsible in the Houston office for all servers, laptops, and training machines as well as any visitor’s machines as needed. I was responsible for physical security system, office telephone (ShorTel) system, maintaining compliance with all software licenses. I was responsible for promotion and demotion of local server domains, configured and supported the Active Directory, and was responsible for all servers and hubs in the local office. I handled all password administration, setting up of new employees into the system, removal of employees upon termination. I was responsible for maintaining, installation, and servicing of all servers as well as systematic backup of all data using Veritas. I worked with the main office in examining and developing the policies concerning the move to cloud storage and VMWare usage as well as implementation of those policies. During a move of the office to a new building, I was responsible for the design and build-out of the server room in the new building. I consulted on power and computer hook-up needs on the training room build-out. I designed and built the wireless network for the both locations and was responsible for supervising all of the packing, moving, and placement of all computer and telephone equipment between the two locations. I was responsible for setup and maintenance of computers for over 70+ employees in the Houston office.

Independent Contract Work, Houston Texas 7/2003 to 10/2003

Access Development I designed an SQL database structure for a startup business in Houston, Texas. I customized the Access Application using Visual Basic.

BindView Development, Houston Texas 9/2000 to 2/2003

Database Administrator (2001-2003) I administered Rational Clear Quest, supported Rational Clear Case, and generated defect tracking reports using Crystal Reports. Using PERL and Visual Basic, I scripted external and internal reports and triggers. I setup, configured, and maintained Microsoft Windows 2000 Professional Servers and supported Microsoft Windows 2000 and Windows XP clients within BindView, setup, configured, and maintained Compaq ProLiant servers and desktop stations. I managed large databases in Houston and by remote, in India, ensuring that the servers were operational and jobs completed, coordinating operations between Houston and India. I designed and configured defect, work order, and code build tracking systems within the Rational Clear Quest defect tracking system and integrated Rational Clear Quest reports with Crystal Reports. I built, configured and maintained SQL and Oracle servers and was responsible for backup and restore of the server systems. I integrated SQL Database backend with defect tracking applications. I worked with others on the team to plan and coordinate upgrades to the databases. I wrote training documentation and conducted training for 80 users. Quality Assurance Engineer (2000) I tested and de-bugged applications, verified fixes, tested Novell-based registry module, and documented the testing and findings. I was recognized by my manager for being consistently top QA in identifying software defects missed by previous quality assurance engineers.

Analytical Computer Services, Houston Texas 9/1987-9/2000

Systems Analyst I was the lead technician for Analytical. I trained new technicians as they were hired, assisted in building up the Technical Department, supervising contract service projects and working closely with clients. I acted as project manager for installation of 700 computers for aerospace defense contractor in two weeks, ahead of schedule. I identified a chip defect and worked with the computer manufacturer to correct the problem in 400 computers installed for the Pasadena School District. I worked as an offsite network administrator for five small companies in insurance, oilfield tools, property management, and chemical industries. I developed a strong working relationship with clients, including Dresser Rand and Houston Independent School District, providing technical consulting services to customers for thirteen years. I received security clearance to provide support/repair for computer equipment at Ellington Air Force Base, for U.S. Navy during Desert Shield, and for NASA. I did extensive laptop repair when laptop computers began to come onto the market. I organized delivery schedules and service schedules for customer service, including computer delivery and setup for Houston ISD, Galveston ISD, and Texas City ISD.

Dow Chemical, Baker Packer, Baker Oil Tools, Houston Texas 4/1979-9/1987

Chemist I was R&D for epoxy resins for the coatings industry as well as production QA for oil tools and transmission pipe.

Education

BS Chemistry, University of Oklahoma, Norman Ok.

Certifications

Certified Novell Engineer

Compaq/HP Accredited Systems Engineer with Intel/Netware Specialist Focus

A+ Certified Technician

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