Call Center Data Entry

Quantraill Marbury

714-***-**** (mobile, home)

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

PROFESSIONAL COURSES

**** – 2012 Colorado Technical University (Online), Bachelor of Science in Information Technology (BSIT) 184-hour curriculum

Differentiate and evaluate computer operating system, networking and network management, computer system security and IT compliance and governance requirements and best practices.

Apply database concepts and capabilities through the creation, organization and maintenance of modern database systems.

Design, create, evaluate, and evolve enterprise architectures.

Solve complex problems through the ability to program in at least one high level programming language.

Implement the goals, processes and techniques of software engineering through the development of a software application or using other software application supported by a project plan.

Integrate applications, technology and devices to support Web development and augment solutions through the evaluation of emerging media and emerging technology.

Apply project management concepts such as risk management, planning, scheduling, team building, leadership, project control, quality assurance, scope management, and change control.

2005 - 2006 Cisco System Academy (El Camino College), Torrance CA CCNA is a 280-hour curriculum, certification. Particular emphasis is given to using making and problem-solving techniques in the application of science, mathematics, and social studies concepts to solve networking problems. Students learn to install and configure Cisco switches and routers in multi-protocol networks using and wide-area networks (LANs and WANs), provide Level 1 troubleshooting, and improve network performance and security. 3.5 GPA

1998 - 1999 Computer Education Institute, Carson CA, CNP Certification, Supporting Microsoft Windows NT Server, Internet Information Server 4.0, Internetworking with/IP on Microsoft NT Server 4.0, Supporting Microsoft Windows NT Workstation, Microsoft Windows NT Server 4.0, Networking Essentials, Novell NetWare, Micro Computer Repair, Disk Operating System, Microsoft Windows 95.

1999 CSSA-(Certified Sonic wall Security Network Associate)

1998 CompTIA A+ Certified Technician

1998 Hubble Premise Wiring

1998 MCP (Microsoft Certified Professional)

Technical Skills

MS Windows XP ~ Windows 2010, Windows Server 2003, 2019, 2022 Standard,Enterprise also Data Center, Server 2019, 2022, SCOM Server 2019, MS Office & O365, SCCM 2019 2003/2007/2010/2013/2016, Nutanix, iPhone, Citrix Metaframe (Integrated), Web Logic Server, Virus protection, Storage management, Messaging administration, IT Audit, Cabling, MS Word, MS:Mail, MS Project, IE (Internet Explorer), F5 Big-IP, Blackberry, Sonic WALL, MS Visio, Android, Citrix XenDesktop, IOS, WordPerfect, Windows Mobile OS, Active Directory, PBX, MS/DOS, IP, ISO Quality Standards, VPN (Virtual Private Networking), Endeavor, Cisco, Information/Network Security, WAP (Wireless Application Protocol), Circuits, Firewall, Mac OS, WAN, TCP/IP, Heat, DHCP/DNS, LAN, Security, HTML, HTTP, 10base-T Switching. Cohesity backup software, VM ware 5x to 7x vCenter

December 2018 to October 2022

Impac Companies. Irvine, CA

Systems Engineer

Responsible for deployment and management of SCCM Server 2019r2 Version 1909 providing companywide updates for all servers.

Responsible for deployment and management Corporate Anti-Virus (Cisco Amp), Crowd Falcon As well monitoring servers using System Center Operations Manager (SCOM)

Responsible for managing SharePoint online and on premise regarding user rights with in our corporate environment.

Monitor as well as deployment of Cohesity Backup solution.

Manage Pure Storage

Assist with DFS shares access.

Perform admin duties with in o365 could portal.

Manage DFS Shares

Supporting Nutanix

September 2017 to December 2018

Impac Companies. Irvine, CA

Desktop Engineer

Responsible for SCCM Server providing both IMH & CCM with companywide updates for all desktops.

Responsible for Managing Corporate Anti-Virus (Cisco Amp), As well as configuration and migration for both Impac Companies as well as Cash Call Mortgage.

Build and Create Images for workstations using DISM commands within Windows PE

Assist with Server build-outs using VMware vCenter Version 6.5.0

Monitor 3rd level support for IMH & CCM HelpDesk Staff

Assist Network Engineer in Cisco 2950 configuration for Data, Phone for CashCall Orange Offices

Address any desktop GPO issues as well as the implementation of new GPO’s used corporate-wide for desktops

February - 2013 to October - 2015

SunWest Mortgage Inc. Cerritos, CA

IT Systems Administrator

●Responsible for Setup and Implementation of Accounting Software i.e. (Wells Fagro Client Software and Yardi Property Management

●Creating User Account Security Access Assure Software and Server

●Writing Company SOP for Server & Software installations

●Responsible for Networking and router management.

●VMware vSphere 6.0

●Managing and configuring Symantec AV Server roll outs, Monitor and configuring Meraki Wifi AP, Firewalls

●Manage AD server and Domain controller support Windows Server 2003 -2019, Std, Ent. editions

●Support Windows OS issues.

●Support Linux OS issues.

●Respond to requests for technical assistance in person, via phone, electronically.

●Diagnose and resolve technical hardware and software issues.

●Redirect problems to appropriate resource.

●Track and route problems and requests and document resolutions.

●Oversee and plan roll out of major projects.

●Day-to-day technical issues.

●Deliver as per the quality standards set by the organization.

●Establish protocols and documentation for the operating standards of the department.

March 2009 to August 2012

Integrated Data Services (IDS) El Segundo, CA

IT Help Desk Support Coordinator

Responsible and accountable for analyzing and troubleshooting computer support problems and apply understanding of computer software and hardware products and services to resolve problems of users. Served as main point of contact on all IT-related services for the assigned offices; responded/acted positively to upper-management direction; held regular status meetings with helpdesk team. Resolved or escalated issues in a timely fashion; also inspire coworkers to attain goals and pursue excellence.

Receive telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Ascertain from computer user the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, formulate diagnosis and assist users through problem solving steps. Talk with co-workers to research problem and find solution. Test software and hardware to evaluate ease of use and whether product will aid user in performing work. Write software and hardware evaluation and recommendation for management’s review. Write or revise user-training manuals and procedures. Develop training materials, such as exercises and visual displays. Train users on software and hardware on-site. Also address active directory issues (i.e. new user setup, network access rights, termination of users account). Place orders with vendors for new system roll-outs or system upgrades. Monitor corporate office trouble ticket system and also work closely with network administrator with corporate network upgrades (i.e. severs, backups, antivirus). Also I have worked on server upgrades form windows server 2003 to windows server 2008 for our corporate office domain controllers. I also setup administer our Symantec Endpoint Protection manager 11x – 12x for our corporate office AV solution. Setup and administered our ticketing system for corporate wide users.

September 2007 to August 2008

Live Universe Inc. West Hollywood Los Angeles, CA

PC/Help Desk Technician

●Responsible and accountable for providing phone and first level technical support to internal and external users regarding all computer systems, network devices, projectors and telephone systems.

●Responsible for setup and maintaining A/V conference rooms using Polycom VSX3000, Polycom V500.

●Responsible for all help desk and computer support request supporting three company locations in windows 2000 – Vista environment. Including hardware upgrades new user configuration software install and blackberry support.

●Support and train end-users on proprietary system as well as all Microsoft and third party software.

●Responsible and accountable for logging all calls, emails and walk-up requests in the call tracking system.

●Research solution(s) and resolve problems quickly, efficiently and professionally. Perform data entry to provide history of repeat calls and issues.

●Provide user training and/or support and follow-up to ensure call resolution and reduce repeat occurrences.

●Responsible and accountable for maintaining current and up-to-date knowledge of systems and current operational policies and procedures.

●Responsible and accountable for training users on software and hardware on-site or at off-site locations.

●Assign calls to service providers of choice to support computer hardware issues.

●Responsible for maintaining customer service levels and performance levels as required by the performance objectives set by Management.

●Assist in software upgrade evaluations to determine ease of use.

●Assist in special projects and/or quality assurance testing that may affect hardware/software supported by Technical Support.

●Support Mobile Streaming units i.e. Samsung, Panasonic mobile laptops.

● Responsible and accountable for system and software upgrades using Systems Management Server 2003.

April 2007 to August 2007

Tokyopop Inc. Mid-Wilshire Los Angeles, CA

IS Administrator/Help Desk

●Perform new Mac and Windows system installations and configurations – Windows 98/XP/Vista, Windows 2003/Active Directory

●Answer help desk calls and emails and enter resolutions into help desk tracking system (Track It!) – printer issues, scanners, computer systems, hard drives, network connectivity, software applications – Adobe, Outlook, etc.

●Support user inquires, system configurations; moves

●Conduct installations, repairs, upgrades, and system application problem resolutions

●Create new user accounts and log Ins. as well as voice mail accounts

●Maintain security access card database

●Provide training and mentoring for end users

●Basic maintenance and repairs with printers, fax machines and servers as requested.

●Performed user’s setup for WebEx conferencing for remote offices in Tokyo, Germany.

October 2006 to March 2007

ReelzChannel (Hubbard Broadcasting) Downtown Los Angeles, CA

End User Services Coordinator

●Taking the requirements of end users into account in the specification, design, development, implementation and operation of information systems and services

●Considering the support requirements of in-house users and, as appropriate, the general public

●Ensuring that users are fully involved and supported in IT -related programs of business change

●Ongoing training and development facilities for end users

●Provision of support facilities such as Help Desks for end users of information systems using Track It! 8

●Promulgation of policies and Codes of Practice on the use of in-house IS/IT facilities by staff.

September 2003 to August 2006

Netifice Communications Costa Mesa, CA

Provisioning Engineer

●Placing, tracking, and implementing orders for local, long distance, and internet/data services via Excel spreadsheets and online order systems.

●Excel operations, including entry of data and formulas, auto fill, relative and absolute cell references, worksheet formatting, auto sum and IF function, sorting and charting.

●Coordinating orders with the installation and service departments of various ISP vendors.

●Taking service calls and placing trouble tickets with different carriers utilizing Remedy, Clarity, and Siebel

●Resolving billing issues. Process Disconnection of services via Excel spreadsheets.

January 2002 to February 2003

L3 Communications (SonicWall) Torrance, CA

Network Security Engineer/Help Desk

●Manage daily activities of a team of representatives who place and receive telephone calls with the technical support knowledge for company products and or services. Responsible for call center policies and procedures including meeting call center operational standards, maintaining employee service levels, improving quality service, preparing reports.

●Phone Support for large network environments

●Job included troubleshooting connectivity issues. TCP/IP configurations, VPN connectivity, routes, anti-virus solutions and firewall configurations.

January 2002 to February 2003

L3 Communications (Linksys) Torrance, CA

Technical Support Specialist / Team Lead

●Manage daily activities of a team of representatives who place and receive telephone calls with the technical support knowledge for company products and or services. Responsible for call center policies and procedures including meeting call center operational standards, maintaining employee service levels, improving quality service, preparing reports.

●Deliver excellent customer service and accurate technical support for Linksys networking products.

●Support customer technical inquiries in accordance with company policies and procedures, while maintaining an acceptable balance between call quality and call time parameters.

●Windows 9X./2000/XP operating systems to work with and or configure TCP/IP protocols, Gateways, Rumba, and also DHCP.

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