Training Quality Assurance
Resume:
CARL RANDOLPH
Email: ************@*********.***
JOB OBJECTIVE: To pursue a professionally rewarding position in IT and help contribute to the growth and expansion of an organization’s mission and goals.
HIGHLIGHTS
• Technical support quality coach and with training and mentoring new hires
• Conduct monthly coaching sessions with associates to review trending.
• Created training documentation to help support Blackberry smartphone
• Created and taught Louts Notes and Domino platform using BES
• Monitored new hires on phone skills and procedures
• Coordinate shadowing and reverse shadowing sessions
• Provide end-to-end Tier 3 premier support to our Fortune 100 customers for the legendary Blackberry handheld devices.
• Training Coordinator for Outlook 2003. Wrote and presented successful training program for
800 employees on Outlook 2003, resulting in a faster transition from Lotus Notes to Outlook.
• Created user mailboxes, user groups, company resources on the Exchange 2007 server. Installed and configured Outlook 2003 client.
• Identified email areas for training and developing appropriate curriculum.
• Installed, configured and maintained Lotus Notes 4, 5, 6 and 7 versions. Maintained 45 remote site Domino servers. Administrator for Domino and MMS tumbleweed SMTP mail servers for incoming and outgoing email. Maintained and monitored over 40 servers (apps, replay, smtp, unix servers). Installed and configured groupshield for virus protection.
• Installed, configured and maintained Blackberry BES server. Maintained Blackberries (9 different types). Work to maintain Sametime server.
• Coordinated the installation of, configured and maintained Parlance Name Connector voice recognition system. Added, deleted and changed users.
• Maintained NEC 2400 phone switch. Added, deleted and changed users. Troubleshooted problems, corresponded with local phone company. Ordered phone equipment to be installed at the remote sites.
• Maintained Repartee Voice Mail system. Added, deleted and changed users. Troubleshooted any voice mail problems.
PROFESSIONAL EXPERIENCE
RIM Feb 2009 - Present
Blackberry Customer Technical Support Analyst and Quality Coach. Quality Assurance Analyst
Monitor, evaluate and analyze customer interactions to provide information and trends to enhance the quality of the customer experience. Work as a partner with Customer and Technical Support
teams. Provide timely feedback on opportunities for continuous improvement. Present tools and knowledge to promote positive behaviors. Document assessments, reporting and trending. Conduct
monthly coaching sessions with associates to review trending. Attend and facilitate internal calibrations regularly. Coached with training and mentoring new hires Created training documentation to help support Blackberry’s world class leadership in the Smartphone industry. Collaborating with other groups such as internal training programs and back line team. Responsible for supporting a wide range of Blackberry direst customers from experienced corporate Network administrator to high-profiles customers. Created and taught the BPTS group Louts Notes and Domino platform using BES. Monitored phone skills and setting up shadowing and reverse shadowing sessions. The BlackBerry Direct Advanced Response Team (DART) of Research in Motion's Premier Support group is responsible for providing end-to-end Tier 3 premier support to our Fortune 100 customers for the legendary Blackberry handheld devices. 1. Providing technical solutions, advice and counsel by telephone, web-chat, email and/or in person. 2. Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis. 3. Researching and authoring technical articles for submission to the Technical Knowledge Center. Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered. 4. Playing a key role in beta programs, providing input on feature specs, supportability and quality. 5. Partnering with Development Support / Senior Analysts / Support Account Managers to provide the best support for Premier customers. 6.Troubleshoot highly complex customer issues utilizing various internal and external knowledge-based systems.
Randolph Consultant Feb 2008 – Nov 2008
Continued to maintain the existing Lotus Notes system at The Beck Group until the email transition was completed. Continued to support the end users with Notes problems. Worked on migrating from Lotus Notes to Outlook 2003 and coordinated training. Responsibilities for the Training Coordinator: Created users, groups, and resources on the Exchange 2007 server. Installed and configured Outlook 2003 Client. 1. Identified email areas for training and developing appropriate curriculum. 2. Created modules, workshops, one-on-one training sessions. 3. Taught email classes as part of the academic setting in the training rooms. 4. Coordinated and conducted trainings at centers and/or client locations. 5. Built relationships with key managers within The Beck Group to show IT email support. 6. Delivered training programs for new and existing users. 7. Established schedules and managed class registrations. 8. As needed, provided desk-side email support for and worked closely with other team members to ensure email services were delivered successfully. 9. Set up schedules at remote sites to access training using the audiovisual equipment. 10. Designed, developed and delivered email training in a timely manner to The Beck Group organization to help them meet their new email needs.
Robert Half Consultant May 2007 - Jan 2008
Worked with The Beck Group, Inc. as a Lotus Notes Administrator. Maintained a total of 6 servers in a Lotus Notes environment. Work to maintain Sametime server. Corrected a lot of problems with corrupted mail files, server going down constantly and mail problem flow. Responsible for the day to day activities, performance, monitoring, troubleshooting mail routing and replication of Lotus Notes databases. Maintained Domino server's mail. boxes for dead and pending emails. Worked hand in hand with the end users resolving any Notes problems.
The Computer Merchant, LTD. Feb 2006- Jan 2007
Worked with Washington Mutual Card Service in a clustered Lotus Notes environment. Lotus Notes Administrator responsible for the day to day activities and maintenance, load balancing, managing server performance, monitoring, troubleshooting mail routing and replication of Lotus Notes databases. Maintained Domino server's mail.boxes for dead and pending emails. Monitored and maintained Domino clusters, Managed Domino and MMS Tumbleweed SMTP servers with proper mail routing and replication. Total of 45 servers. Moved several Notes servers from Oakland, CA to Arlington, TX. Recreated several Lotus Notes servers. Worked with mail attender on the mail servers. Migrated from Lotus Notes to Exchange.
EmCare, Inc. Sept 1997- Jan 2006
Administrator for Lotus Notes 4, 5 & 6 versions, Blackberry, Parlance Name Connector, Repartee Voice Mail and NEC Neax 2400 phone switch. Worked on the migration from Lotus Notes to Outlook, Installed and maintained Microsoft Exchange Server 2003 (2 months only), installed Outlook 2003 clients. Responsibilities included Billing Coordinator for all computers and Telco purchases, Aimworx phone billing system, and second level desktop support working with Windows 3.11, Windows 95, Lotus Office Suite, Microsoft Word, Faxability, Ontime and MSO software. Using Novell 3.12 on the server side, cabletron switch system, cyberswitch, Mitel telephone systems. Coordinated the transition to bring our remote help desk inhouse. Worked on the integration from Windows 3.11 to Windows 95, adding T1s for Wan connections, and upgrading the server to Novell 4.11.
DISD Townview Magnet Center August 1995-Sept 1997
Technology Manager responsible for the total operation of Townview’s technology network. The network included: 15 file Servers running 4.1 Novell OS, CD-Rom Tower, 100 Macintoshs, 1100 Compaq PC’s, Dial-In/Dial-Out Services- Cubix system, Synergy System, Tape Backup System, Fiber FDDI Backbone, 3Com Lanplex Hubs, 3Com Lanplex 2500 Switching System, Lanplex 6000 Concentrator and Printers.
Managed a staff of 20 people during a PC installation phase and managed a staff of 4 permanent staff and 3 contractors for ongoing operation. Job descriptions include 1 help desk person, 1 database manage/secretary, 2 technicians, and 3 network engineers.
Education Service Center Region-20 June 1979-August 1995
Responsible for the daily operation of the communication network for the South Texas Multi-Regional Processing Centers. Responsible for the installation and troubleshooting of 5 different systems and it’s components. Duties included consulting on communication problems, designing communication systems, and coordinating with SW Bell, AT&T and MCI in the testing and installation of telephone circuits. Responsible for the installation of modems, multiplexers, PC’s, terminals, protocol converters, and the building of cables. I prepared all billing for communication services rendered for the STMRPC.
RELEVANT SKILLS
Experience with mainframe operations including IBM 360/370, Amdahl 590, IBM 3705 and Amdahl 4705 front end processors. Also worked with programming in CICS and COBOL languages. Experience with installation and troubleshooting for over 15 manufacturers of modems, csu/dsu’s, multiplexers. Extensive hands on experience with: Micom, Renex, Hydra II, Hydra SNA, Protocol Converters, Novell Lan system, familiar with Window 3.1, Window 95 and PC operation systems. Experience with configuration and testing of SNA, SDLC, VTAM, and Bisync protocols.
EDUCATION
CNA Certified Netware 4.1x Administrator. Certified Neax2400 IMX phone switch engineer. Hours credited towards a degree in computer programming. Also college hours credited towards AC & DC theory. Completed forty hours in communication management, troubleshooting and upgrading PC’s. Windows NT 4.0 & TCP/IP fast track seminars. Maintaining a Domino Infrastructure (Lotus Notes).
Exchange 2400B implementing and managing Microsoft Exchange Server 2003 and Outlook 2003 clients.
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