Customer Service Maintenance

Anthony Thurman

**** ******** **., ************, ** 28312

Home: 910-***-****

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

PROFESSIONAL SUMMARY

Quality-Driven IT Professional with 20+ years of experience in communication and IT including system design/enhancements, need analysis/consulting, database management/hardware installation, integration management, client relationship with recognized strengths in data quality, troubleshooting and problem resolution. Demonstrates excellence in delivering results, leading/influencing people and strong work ethic.

Experienced in creative design, installation, maintenance/repairs of POS systems, network proprietary software to meet customer expectations, hosting of enterprise-class systems, storage area networks

(SANs), as well as supporting hosted applications security in a production environment. Seeking managerial position with opportunities for expanding upon existing skill base. SKILL HIGHLIGHTS

CCNA OSI Reference, WAN Protocols,

Inter-networking Operation Systems,

Network Protocols, routing, Network

security, LAN Switching.

POS Systems Design and installation.

Compaq, Dell, Epson, and APG. Software

applications include Compass and

Storemaster.

OSX, and OSX server essentials OS

installation, file sharing, authentication, and

printing.

Microsoft Certified Professional

(MCP). Microsoft WinNT (workstation &

server), Windows 2000, and Network

Essentials.

Support Services Remote access support

using RAS, Mcafee Remote Desktop, VPN

Remote, VNC, Citrix, and Oracle. Trouble

tracking applications include but not limited to

Vantive, Clarify (web based application),

Mcafee, Group Wise, and Remedy.

WORK EXPERIENCE

Computer System Analyst, 03/2016 to Current

Veterans Administration - Fayetteville, NC

Identify and research emerging technologies to decide if installing them can increase the organization's efficiency and effectiveness.

Manage and oversee the installation and configuration of new systems to customize them for the organization.

Maintain and prepare an analysis of costs and benefits so that management can decide if information systems and computing infrastructure upgrades are financially worthwhile. Analyze and devise ways to add new functionality to existing computer systems. Develop and design new systems by choosing and configuring hardware and software. Organize and conduct testing to ensure that the systems work as expected. Develop and train the system's end users and write instruction manuals. Collaborate and consult with managers to determine the role of the IT system in an organization.

Transportation Engineer, 04/2011 to 04/2015

Thurman Logistics International - Houston, TX

Configured and installed Cisco catalyst switches and routers. Identified, reported and resolved network security violations. Maintained company servers, computers, printers, cables and other equipment. Diagnosed network problems involving a combination of hardware, software, power and communications issues.

Maintained records such as vehicle logs, records of cargo, and billing statements in accordance with regulations

Dept. Manager, 01/2009 to 01/2010

Houston Police Department - Houston, Texas

Trained and managed a team of four lead technicians, that were responsible for real-time data base management, arrest records and warrants.

Monitored and maintained server integrity by performing scheduled maintenance updates, and performed nightly backup's.

Network Design Manager, 01/2000 to 01/2009

The Right Connection - Houston, Texas

Designed, configured, installed, and supported networking systems that included point-of-sale

(POS) terminals, printers, scanners, and back office servers to meet client business requirements. Installed proprietary software and trained office staff to facilitate the operation of client's business and processes.

Consulted/evaluated, and implemented system enhancements to support new products, processes, and client requirements.

LAN Administrator, 01/2001 to 01/2002

Cingular Wireless - Houston, TX

Developed and installed information systems to meet company's targeted goals. Maintained server integrity, monitored backup systems, restored data, and performed routine maintenance on all servers.

Created and implemented a new process to maintain security integrity by requiring access changes every 30 days.

Installed firewall to secure network using PIX system. 01/1997 to 01/2002

Cingular Wireless (Formally Houston Cellular Telephone Company) - Houston, TX Sr. LAN Specialist, 01/1998 to 01/2001

Cingular Wireless - Houston, TX

Installed/configured Cisco Routers and switches using IP, IPRG, and frame-relay. Configured networking servers with DHCP services and shared network printers, and installed equipment including POS equipment.

Evaluated and converted existing operating systems to conform to industry and company standards.

Provided ongoing service and problem resolution to over 50 retail outlets for hardware and software application concerns.

Installed and managed remote network sites for all new retail outlets. Created topologies using VISIO and HP Open View.

Maintained and Backed up data using Backup EXEC and ARC Serve. Performed same services on a contact basis for one and a half years. Sr. LAN Specialist, 01/1997 to 01/1998

Cingular Wireless - Houston, TX

Handled escalations from first level technicians ranging from network connectivity problems to hardware failures to customized software installations. Provided technical support to the complete line of laptops and remote network connection configurations which included RAS, Winframe, PC Anywhere and ProComm Plus. Ordered and tested new products prior to launch.

Sr. Technical Engineer, 01/1996 to 01/1998

MCI Telecommunications - Houston, Texas

Supervised five second level technicians responsible for taking inbound calls in a helpdesk environment.

Handled customer escalations, and created/implemented a schedule to ensure call volume coverage. Provided support relating to win95, winNT, workstation, and MAC using RAS, PPP, Free PPP, TCP/IP to get connected to remote Network. Sr. Product Specialist, 01/1994 to 01/1996

IBM - Research Triangle Park, NC

Updated software engineers on any new complications resulting from client calls. Supported IBM Aptiva, PS/1, PS/2, IBM Thinkpads OS ranging from OS/2 to Windows NT. Received and diagnosed calls from clients regarding hardware and software problems ranging from installing hard drives to configuring SCSI devices such as scanners, CD ROM Drives

(external and internal) while providing superior customer service. Lead Product Specialist, 01/1990 to 01/1994

Circuit City, Inc - Richmond, V A

Answered inbound calls for the complete line of computers sold by the company to resolve problems ranging from software installation to hardware configurations. Communications Specialist, 01/1988 to 01/1991

United States Army

Operated and performed preventive maintenance checks and services on assigned communications equipment and vehicles.

Installed, operated, and performed preventive maintenance checks and services on power generators.

Provided technical assistance to subordinates engaged in the operation and maintenance of satellite communication systems.

Identified and reported electronic jamming and deception, and applies appropriate electronic countermeasures.

Performed complex and multifaceted tasks associated with stressed and unstressed network operations.

Supervised and performed alignment, control functions, and direct support maintenance on assigned communications equipment.

Ensured backup equipment, spares, and repair parts are available to sustain system operations. Compiled system and network statistics for reports. Installed, configured, operated, aligned, conducted performance tests, and performed unit and direct support maintenance on satellite communications equipment and associated devices. Conducted stressed and unstressed network operations. Performed quality control tests on circuits, trunk groups, systems, and ancillary equipment. Installed, operated, performed strapped, restrapped, preventive maintenance checks and services and unit level maintenance on communication security devices. Prepared system and equipment related forms and reports. Installed tactical satellite antenna equipment.

PROFESSIONAL COURSES AND CERTIFICATIONS

Microsoft Certified Professional, (MCP)

Cisco Certified Network Associate, (CCNA)

Apple Certified System Administrator, (ACSA) Currently Working on Obtaining ADDITIONAL SKILLS

Backup EXEC, CCNA, CD ROM, Cisco Routers, Clarify, DHCP, Epson, Firewall, Frame-Relay, HP, Open View, IBM, MS Office Word/Access/Excel/PowerPoint, Win95, Network Security, OS, Oracle, OS/2, OSI, PC Anywhere, POS, PPP, ProComm Plus, RAS, SCSI Devices, Software Installation, Design, Systems Design, TCP/IP, tVantive, VPN, VISIO, Winframe

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