David D. Figgins
5122 Williams Fork Trail
Apt. 203
Boulder, CO 80301
Phone: (303) 527-1283
Email: dfiggins@gtemail.net
CAREER
OBJECTIVE
My long term objective is to establish a career in the innovation and
implementation of computer security, pertaining to corporate intranets and the
Internet at large. My current focus is broadening my technical and people
skills, whilst I further my education. I have been working in various aspects
of computing and customer service for 7 years.
PROFESSIONAL EXPERIENCE.
|
08/2000 - 06/2001 |
Westminster, CO, USA |
Analyst – Team Lead
|
|
Administration of internal systems as a member of Level3’s
global Enterprise Support Services division. Responsible for maintaining user accounts, working with
permissions on folders & shared drives, SecurID administration, and
troubleshooting of network connectivity issues like LAN based TCP/IP
Networking for local and remote users to both NT and UNIX systems. Perform
Back-end server tasks on Windows NT and Exchange server. Actively assist Level3
employees with issues related to their desktop applications, including MS
Office Suite and Outlook. Assist users with their VPN issues related to Level3’s Citrix server. First hand
assistance to users with their problems concerning applications such as Remedy,
Clarify, Documentum as well as a host of proprietary software packages. |
|
12/1999 - 03/2000 |
Boulder, CO, USA |
Technical Advisor
|
|
Working on the One Team, responsible for providing internal technical support to IBM employees, both on IBM and customers sites in the western states region. Support covers all area of computer use, dealing mainly with the troubleshooting of hardware problems, resolving problems with the Lotus Notes based email system, and troubleshooting remote conetivity issues onto the many IBM intranets. The typical software packages I support include Windows emulators on Mainframe systems, Windows 95/98/2000/NT,IBM OS2, MSOffice, Lotus SmartSuite, MS Internet Explorer, Netscape, The IBM Global Dialer, and a number of mainframe access programs. |
|
06/1999 - 12/1999 |
Thornton, CO, USA |
Coordinator,
Customer Advisor.
|
|
I started out as a coordinator, responsible for liaising with local telephone providers on behalf of the company's customers, I was promoted in June 1999 to a Customer Advisor. As a Customer Advisor for GTE Communications I was responsible for advising Customers in the 5 states serviced by the company on their telephony needs as well as answering questions and concerns with regard to all aspects of their existing services, including plain old telephone service (POTS), Internet, Paging, and Cellular. |
|
10/1998 - 06/1999 |
Thornton, CO, USA |
Customer Support
Technician,
Lead Agent/Senior Tech,
Supervisor Intern.
|
|
I began as a Customer Support Technician and worked my way through 2 positions to Senior Tech. As a Senior Technician I was charged with the ongoing uptraining of 150+ Customer Support Techs, as well as providing the third and final level of customer support. As a Lead Agent my duties were primarily that of a technicial Supervisor responsible for handling all aspects of team management as well as issues that could not be handled to completion by the Customer Support Techs. The project provided telephone support to GTE's analog customers in areas of configuration, connectivity, browsing and web-page construction. |
|
07/1997 - 09/1998 |
Harare, Zimbabwe, Africa |
Customer Service Agent,
Senior Customer Service Agent.
|
|
Worked in the Customer Service Department of an ISP, initially as a Customer Service Agent being promoted to Senior Customer Service Agent in April 1998. Duties as a Customer Service Agent included telephone support and visits to clients' sites to install, configure, and troubleshoot the neccesary software and hardware components and configurations. The position of Senior Customer Service Agent was a junior management one, where I was responsible for the team of 7 Customer Service Agent in matters of scheduling, uptraining, advising and general supervision as well as consulting with and advising the company's corporate clients on their needs and configuration. At the time I left AfricaOnline I was being considered for the new position of Technical Manager within the customer service department. |
|
06/1996 - 07/1997 |
Harare, Zimbabwe, Africa |
Assistant Manager (D.P),
IT & Development Officer.
|
|
I started out as an assistant to the Data Processing Manager, responsible for the collection, entry, processing, and correlation of market research data. Through two swift promotions and a restructuring excercise I was promoted to the position of IT & Development Officer (Southern Africa) in March1997. In this capacity I was responsible for the ongoing maintenance, and upgrading of the computer departments in Zambia and Zimbabwe, as well as the establishing of a new data processing centre in Malawi. My duties included the research and implementation of innovative, cost effecient programs and procedures in all aspects of IT as well as the collection and presentation of market data in 3 countries. |
|
07/1995 - 03/1997 |
Harare, Zimbabwe, Africa |
Co-Founder,
Operations Director.
|
|
My main responsibilty was to ensure the smooth day to day running of the company. The company specialized initially in assembly, repair, and maintenance of IBM compatible PCs. My main focus was on Public Relations. I was responsible for obtaining and maintaining of dealership rights, or contracts, with our numerous suppliers and corporate clientele, establishing the company's second branch offices and the take-over of a competitor company. Was also responsible for setting up networking and internetworking divisions of the company in the latter part of 1996. |
|
Hardware: |
Experience Level: |
Years: |
|
Assembly - Configuration |
Very Heavy |
5 Years |
|
Repair - Maintenance |
Very Heavy |
5 Years |
|
Conducting training in assembly/repair |
Heavy |
4 Years |
|
Software: |
Experience Level: |
Years: |
|
Lotus Smartsuite |
Medium |
4 Years |
|
Microsoft Office |
Medium |
4 Years |
|
MS. D.O.S. |
Very Heavy |
6 Years |
|
MS. Windows 95/98 |
Very Heavy |
5 Years |
|
MS. Windows NT/2000 |
Light |
2 Years |
|
Word Perfect Suites |
Medium |
5 years |
|
Conducting Training in use of software |
Very Heavy |
6 years |
|
Internet |
Experience Level: |
Years: |
|
HTML Design |
Medium |
2 years |
|
Lotus Notes |
Medium |
1 year |
|
Microsoft Internet Explorer |
Very Heavy |
3 years |
|
Netscape Communicator |
Very Heavy |
3 years |
|
Conducting training in Internet usage |
Very Heavy |
3 years |