Welcome to the future site of Many Moons Art Studio.

MARK DURHAM

Phone: 205-836-6667
Cell Phone: 205-862-7322
mark@manymoonsart.biz

Work Experience

April 2001- Present
Teletech
Birmingham, Alabama
Presidential Appeals Team

Provided support to customers that are referred though the Verizon management team. We have no support boundaries for these customers and do everything we can to resolve their issues. Accessed data through a variety of applications to insure that all customers’ issues are being worked to completion. Currently working on an PHP database application that will track issue creation and management as customer complaints are resolved by our department. Provide training for ISND. Taught theory and application, installation on both terminal adaptors and routers for both static and dynamic IP configuration.

Business Center of Excellence
Provided expanded support for all types of routers and networks using both static and dynamic DSL and ISDN accounts. Coordinated with other departments to troubleshoot various connectivity issues. Worked with our line repair department to determine if technicians were necessary in resolving issue. Provided support for domain hosted email. Provided support for DNS errors, assisted customers in determining status of web hosting and DNS entries. Accessed our Remedy database to insure daily updates on progress of reported problem. Resolved all issues to customer satisfaction. Received multiple awards for outstanding customer service, including top 10 % for 3 quarter of 2002. Continued to support all other products, connections, and services listed below as well as Microsoft Windows XP operating systems and all new versions of email clients.

Tier 3 Agent
Assist customers in troubleshooting DSL (using Frame Relay and ATM technology), ISDN and Dialup connection problems. Provide support for the following operating systems, Windows 3.1, 95, 98, ME, Windows NT4.0, Windows 2000 (both standard and professional), Windows XP (home and professional), Mac OS 7.3 through X. Provide support for Internet Explorer and Netscape browsers as well as Outlook 97, Outlook Express, and Netscape communicator browsers. Also supported Eudora (both light and pro), Entourage, and Outlook email software. Provide support for the creation of personal web space on Verizon servers as well as using ftp client software to upload personal web pages. Support for terminal adaptors used for ISDN connections as well as supporting the 2Wire Homeportal DSL router. Received awards for out-standing customer service. Promoted to top level tier support group within three months.

Tier 1 Agent
Assist customers in troubleshooting and repairing online analog service. Supported removal and reinstallation DUN connection and TCP/IP protocol on Windows 95 –98, NT4.0, WIN 3.1, Windows 2000, and Windows ME operating system. Supported the setting for hardware associated with network connection. Supported Internet Explorer and Netscape browsers as well as Outlook 97, Outlook Express, and Netscape communicator browsers. Received award for outstanding customer service.

1997-August 2000
Durham Geo Enterprises Inc
Stone Mountain, GA
System Administrator
Installed Great Plaines Dynamics accounting software and performed system-wide upgrades to this application as well as the Btrieve database. Installed and configured memory, NIC cards, modems, hard drives, and CD-ROM's on workstations and servers. Wrote financial, sales, and marketing reports using raw data imported from the financial database with Access, Excel, and Report Writer. Evaluated and optimized Btrieve database though monthly compression and link analysis. Upgraded Btrieve database to Pervasive SQL. Created a relational database application solution for RMA/Receiving department using Microsoft Access and Excel. Created an Intranet Company website for system network evaluation, end user training, and system administration using ASP, VBScript, SQL queries, HTML and other related software. Evaluated LAN and implemented upgrades to hardware and software to accompany network growth. Established a Dial-up RAS Connection for outside sales to access shared files on our server. Provided ongoing software training to company employees.

Volunteer Work

Pathways
November 2002 – Present
Birmingham, Alabama
System Administrator

Set up network of 24 machines into two workgroups with shared printers. Assist in installation of Ethernet cabling as well as installation of network cards on network. Ordered DSL and coordinated its installation into the network. Repaired computers as needed. Installed hardware and software drivers for a variety of different machines. Create secure connections into network using PCAnywhere software. Provide continuing support for all network functions. Take registered domain and created domain hosted mail accounts as well as creating a website for business.

Education

University of Montevallo
Montevallo, AL
BS in English
Minor in Psychology

University of Alabama in Birmingham
Birmingham, AL
Core Classes
Principles of Accounting
Managerial Accounting

Jefferson State Community College
Brimingham, AL
Core Classes
Cobol Programming