Quality Assurance Customer Service

KEVIN L. HOLTZCLAW

** ***** ******** **.

Dawsonville,Ga 30534

Cell 678-***-****

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

SUMMARY:

Over fourteen years of experience in customer satisfaction, team leadership, and specialized business practices.

EXPERIENCE:

Lead Computer Assembly Tech, Coraid, June 2008 – Jan. 2012

- Build and assemble rack mount storage servers and other equipment.

- Prep equipment and parts to build storage severs for the following day (Chassis,turning Motherboards,CPU, & Memory into Sub-assemblies).

- Install firmware on Sata and IDE Flash DOM’s through Plan 9 environment.

- Convert network cards to Host Bus Adapters through company software.

- Ran a test procedure on all storage servers, to ensure hard drives and servers passed performance test.

- Troubleshoot and fixed RMA units that were returned from customers or in the field and shipped back out.

- Created and updated documentation / manuals for company products and tasks.

- Counted parts and finished equipment for inventory each month and helped resolve problems.

- Assisted with Shipping and Receiving through Netsuite and Fedex website’s.

- Boxed and unboxed storage servers and other equipment as needed.

- Took responsibility in assisting coworkers in day to day tasks.

Data Analyst, Digital Envoy/Landmark Communications, Aug. 2001 – June 2008

- Research Internet Protocol addresses for geo location and connection

speed, using various tools including Oracle, SSH, and basic SQL statements.

- Run and manipulate Perl scripts as needed.

- Build all of the company’s Data Bases that get released to all of our customers.

- Run the company War Dialer to find geo locations of IP addresses through a modem.

- Personal Computer and Printer support for equipment in the office.

- Experience working with Microsoft Excel, Word, and Mappoints NA and Europe

- In charge of ordering and maintaining all inventory.

Software Quality Assurance Tester, Nortel Networks, Oct. 2000 – Aug. 2001

- Test responsibilities include writing test plans, design and implementation of

Simulated LAN/WAN networks and performing quality assurance tests.

- Coordinated, laid out and built entire QA and engineering lab.

- Responsible for building and troubleshooting networking equipment and PC

hardware for QA and engineering teams.

- Installation and maintenance of Network Operating Systems including Red Hat Linux (6.1, 6.2, 7.0) and Windows (95, 98, NT, NT2K, ME)

- In charge of ordering and maintaining all office inventory.

Customer Service Manager, Sherwin Williams, June 1997 - Oct. 2000

- Assist upper management in all aspect of business operations.

- Developed processes to resolve problems that might arise.

- Track, order, and maintain records using inventory control software.

- Delegate work orders to employees.

- Responsible for knowing our customer’s operations and initiating creative

techniques for meeting their needs.

- Took responsibility for opening and/or closing the business each day.

- Learned skills to manage unsatisfied customers and turn them into satisfied

customers.

EDUCATION

Vocational Diploma, June1993

Morrow High School, Morrow, Georgia

- Learned how to troubleshoot an automobile through the use of handheld diagnostic computer.

- Attained the knowledge of hand tools through my extensive vocational training.

- Achieved strong team and interpersonal skills through my active participation in Vocational Industrial Clubs of America.

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