Customer Service Quality Assurance

DARRYL P. LOVELESS

****Heritage Hills Circle • Fredericksburg, Virginia 22407

540-***-**** • *********@*****.***

Active Secret Clearance

FIELD SERVICE REPRESENTATIVE ~ ELECTRONIC TECHNICIAN

Dedicated professional with proven success providing high quality support to ensure optimal performance and improve efficiency of technologies for diverse work forces. Pragmatic troubleshooter able to systematically research, analyze, and resolve issues. Active Secret Clearance 2011. Technical knowledge is as follows:

• Operating Systems: Microsoft Windows 7, 9x, XP, 2000, ME, NT, Windows 2003 Server, Red Hat, Novell NetWare 4x, and UNIX.

• Hardware: Desktop, Laptop, Server, Printers, Spectrum Analyzers, UTS, Oscilloscope, Multi-meters, Remote Ground Stations, Standard Ground Stations, Laptop Control Units, Star SAFIRE III FLIR Sensor Systems, CVRJ, Duke V2/V3, Jukebox, 115 Highband Antennas, 105 Midband/Lowband Antennas.

• Software: Microsoft Office Suite, Microsoft Project 2003, Microsoft Visio, ACT 2000, Adobe Photoshop, Adobe Premier Professional, PC Anywhere, Veritas Backup Exec. 8, Lotus Notes 4.6x, Norton Ghost, HTML, Remedy, WinRaR, Drive Snapshot 1.3, Putty 6.2, CVRJ and DUKE Electronic Countermeasures System Software.

• Protocols: DHCP, WINS, DNS, SMTP, and SMNP.

Electronic Warfare • Hardware Installation & Configuration • Technical Support • Repairs & Maintenance

Software Implementation • Troubleshooting • Quality Assurance • Security Breach Prevention

Research & Analysis • Customer Service • System Analyst • Interpersonal Communication

PROFESSIONAL EXPERIENCE

Integrated Finance and Accounting Solutions, Kandahar, Afghanistan • 2011 – May, 2012

Subcontractor for Computer Science Corporation providing overseas support to U.S. Military.

Field Service Representative

Configure and maintain electronics, telecommunications, networks, and applicable military mission applications such as mobile and fixed site Counter RCIED (Remote Control, Improvised Explosive Device), CREW Electronics Warfare, Intrusion Detection Systems (IDS), encrypted voice land and mobile radio communication systems, video surveillance systems, and Local Area Networks (LANs). Implement all phases of installation, troubleshoot, repair, redesign, maintain, and oversee operational testing of telecommunication systems. Perform software update installation and operational checks for Counter RCIED Electronic Warfare (CREW) Systems and tactical radios, as necessary. Install, de-install, maintain, troubleshoot, and perform field repairs for CREW devices, including removal and replacement of electrical cables and major components. Loaded new threat configurations and critical version update to CVRJ and Duke systems. Ensured systems support mission and work effectively to provide protection and mobility in evolving threat environment.

Maintain telecommunication systems performance using established tools and instructions, install and test new standardized telecommunications equipment, and monitor and alert managers regarding deterioration in system performance. Ensure that sensitive and classified information is protected from disclosure. Implement compressive and complex Information Security (INFOSEC) protocols, policies, and procedures. Pay meticulous attention to detail, ensure no security violations are being conducted and certify all systems for operational readiness. Liaise with customers on administrative and technical matters and mentor less-experience personnel on operational systems and equipment.

MANTECH INTERNATIONAL INC., Basrah, Iraq • 2011

Leading provider of innovative technologies and solutions for mission-critical national security programs for the intelligence community.

BETSS-C Operator

Delivered installation and operational support for all sensor system and towers assigned to COB. Interfaced with Unit Commander to advise on all capabilities of Sensor Systems. Controlled operated, and monitored surveillance systems while identifying authorized and unauthorized terrestrial motion posing threat.

• Utilized extensive technical experience when performing preventative maintenance checks and services.

• Prioritized safety by providing grid coordinates to locate enemy, minimize delays, prevent accidents, and monitor plans through visual observation.

INFINITY QS, Chantilly, Virginia • 2006 – 2011

Provider of Statistical Process Control (SPC) software and services to manufacturers worldwide.

Implementation & Support Specialist

Acted as first point of contact to provide front-line assistance to end users of InfinityQS SPC software. Configured hardware and software components. Handled fault detection, isolation, and correction of hardware systems and individual components. Merged and transferred data in ODBC compliant databases. Participated in development and testing of new versions and builds of software. Documented customer support calls in Salesforce.

• Served as expert on SPC software products and effectively communicated technical information in accessible manner.

• Displayed strong interpersonal skills while effectively communicating with all levels of management, personnel, and customers.

UNITED STATES MARINE CORP, Quantico, Virginia • 2005 – 2006

Branch of United States Armed Forces responsible for providing power projection from the sea.

Help Desk Anaylist

Served as initial contact with customers via telephone, email, and trouble ticket system to resolve issues at inbound help desk in Personal and Family Readiness Division. Logged incidents and provided first line investigation, diagnosis, and response. Maintained daily computer logs and control reports. Administered and maintained user and Microsoft Exchange accounts through Active Directory.

• Eliminated potential disruptions to help desk operations by taking corrective action on application software, operating system, hardware, and related issues.

• Consistently delivered responsive support experience and escalated jobs as required to ensure high level of customer satisfaction.

SCENDIS L.L.C., Vienna, Virginia • 2000 – 2005

Human Resource and Consulting Firm providing training on high risk workplace issues.

Implementation & Support Specialist

Coordinated customers’ and internal sales representatives’ implementations to train on software functionality and quality control. Performed system upgrades and repairs, installing patches, and completing other change requests during maintenance. Managed disk space for multiple Windows 2000 Server boxes. Troubleshot issues and supported portable devices including mobile phones, PDAs, and BlackBerrys.

• Improved software application training for clients by designing, developing, and implementing E-Learning platforms, which included concepts, graphics, and HTML.

• Ensured smooth installation process and minimized post-installation support requirements by providing comprehensive technical support and training.

EDUCATION

Computer Electronic Technology Diploma

Computer Learning Center, Alexandria, Virginia

CERTIFICATIONS

BETSS-C/RAID Operator Certification • Windows Server 2003 Security Certified Professional

Windows Server 2003 Certified Professional • Novell Netware 4.11 Administration

PROFESSIONAL DEVELOPMENT

Networking Essentials • Windows Server 2003 • Windows Server 2003

Security • Base Expeditionary Targeting & Surveillance System/ RAID • Electronic Warfare Systems

MILITARY EXPERIENCE

United States Army

Sergeant – Combat Engineer Squad Leader

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