LOWELL M. DAVIS

ad1eib@r.postjobfree.com 214-***-****

Summary

Twenty years of professional technical experience and a bachelor's degree in business administration. Possesses detailed expertise in troubleshooting and implements up-to-date solutions that increase organizational productivity and bottom-line results. Excellent communicator who develops great relationships and consults with management teams, outside vendors, and end-users. Practical skills and providing a wide-ranging of services installing, troubleshooting, and fixing software and hardware in various computer and printer systems. Analytical ability to reduce costs while increasing efficiency and effectiveness in deadline-driven, high-paced environments. Exceptional communication skills, able to explain complicated information to end-users to ensure efficient use of technologies. Diligent and dependable professional.

Skills

Data Analytics

Team Leadership

Information Technology Client Relations

Intel-Based Servers

Training Processes

Departmental Liaison

Request for Proposals (RFPs)

Technical Delivery Assessment

Quality Assurance

RFI/RFP Technical Content Support

Data Processing Concepts

Technical Support

IT Optimization

Server Consolidation

Hardware Configurations

Hardware Architecture

SME on Intel-Based Servers

Experience

Army and Air Force Exchange Services Dallas, TX

Risk/Fraud Prevention Specialist

03/2020 - Current

Research assigned cases of fraud or disputes on customer's accounts in accordance with applicable policies, guidelines, and procedures.

Reviews customer orders, account history and other applicable records to identify potentially fraudulent transactions.

Engages and responds to customer inquiries regarding disputed transactions, fraudulent activity, pending credit applications, and/or order verifications.

Performs account maintenance functions to ensure appropriate assignment of monetary responsibility and debt to customer accounts including, but not limited to transfer of account balances and placement or release of restriction on customer check cashing or credit privileges.

Performs other related duties as assigned.

Army & Air Force Exchange Services, AAFES Dallas, TX

E-Commerce Tech

03/2019 - 03/2020

Researches and resolves complex customer, vendor, product and/or shipping issues related to the online shopping website.

Ensures back-end processes are completed to maintain customer satisfaction.

Researches and resolves customer inquiries related to lost/damaged merchandise, special delivery requests, product availability and/or shipping delays.

Takes appropriate actions based on established policies and procedures.

Assists with various order fulfillment, drop ship supplier, and/or system related processes.

Submits any necessary claims to providers/suppliers.

Coordinates the return of merchandise with approved carriers.

Processes refunds, discounts, and returns to customer accounts.

Determines chargebacks and/or write-offs to vendor based on established policies and procedures.

Revel Systems Dallas, TX

Client Technical Specialist

03/2016 - 05/2018

Ensure our customers have a positive experience implementing the Revel iPad POS (Point of Sales) by providing hardware and software support.

Supported iOS on the iPad and MacBook.

Supported Android for ViewSonic and other Samsung devices.

Helped setup and configure network access points, switches, and routers.

Achieved 97% customer satisfaction during my time at Revel Systems.

International Business Machines, IBM Dallas, TX

Techline Client Specialist

01/1998 - 01/2014

Matter Expert in various capacities and provided pre-sales technical support for sixty internal reps, clients, and business partners including sizing, configurations, and consultations.

Blade-Center and Pure-Flex Opportunities Team Lead – provided hardware configurations and solutions to business partners and customers.

IT Optimization (Server Consolidation) Team Lead - gathered customer's hardware data environment, evaluated performance numbers, and provided incentive to consolidate current environment.

Phone System Team Lead – developed training process for new phone system which was implemented to receive calls from business partners and customers.

CRM Siebel Application Team Lead – served as administrator, provided skill transfer for CRM Tool, and generated weekly/monthly reports i.e., utilization and customer satisfaction percentages.

Served as final authority for customer solutions i.e., conference calls, business requirements, hardware solutions, quality assurance, implementation.

Provided technical leadership for Request for Proposals (RFPs) submitted by customers and government entities.

Hardware / Software configurations – Windows, VMware, SAN Storage

Achieved over 95% customer satisfaction by communicating effectively with customers during/after solution implementation.

Education and Training

University of Texas Austin Austin, TX

Data Analytics Certificate

05/2023

International Business Machines Dallas, Texas

Certified Level 1 IT Specialist in Information Technology

2014

Open Group Dallas, TX

OPEN CITS Certification Program in Information Technology

2014

International Business Machines Dallas, TX

IBM Blade Center Certification in Information Technology

2014

International Business Machines Dallas, TX

IBM Intel-Based (System X) in Information Technology

2014

International Business Machines Dallas, TX

IBM SAN (Storage Area Network) Certification

01/2014

University of North Texas Denton, TX

Bachelor of Science in Business Administration

01/2014

Dexter Charles and Lowell Davis. "SCON & TCO Best Practices Guide". David Brown, Rufus Credle, Lowell Davis, David Robertson, and Thomas Ternau. "Blade-Center: The Cutting Edge".

10/2002

Activities and Honors

M.E. Church Technology Group Vice Chair (State Level) 2013 - Present Smith Chapel A.M.E. Church Stewardship and Finance Committee President 2009 - 2014 Local Lay Organization Vice Chair Transenders of Diversity Vice President / Treasurer 2002 - 2014 2

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