Jermaine Reynolds

6963 Red Bone Way

Lithonia, GA 30038
Phone: 404-345-5629
Email: jr11407ae@westpost.net
Primerica 1/2006 - 9/2010
Dulth, Georgia
Technical Support Manager II
* Coordinated the daily activities of a team of 10 Tier 3 Technical
Support Representatives responsible for providing support to
over 150,000 Primerica Financial Services representatives.
* Provided training on new software products to Tech Support
Representatives and End Users prior to release.
* Developed written test plans to test future releases of proprietary
software.
* Relationship Manager for Third-Party Call Center solutions provider
responsible for fielding 80 percent of the organization's incoming
calls related to technical issues within the CallAtlanta Software.
* Worked closely with Quality Assurance, IT and End Users to
coordinate beta installations and provide Tech Support for beta
releases of new software and supporting applications.
* Developed training curriculum, Knowledge Base and technical
documentation used by a third party technical solutions provider.
* Built custom reports using SQL and MS Access to monitor, evaluate
and interpret call statistics and recommend enhancements and
changes to CallAtlanta software based on trends identified during
evaluation.
STS-Utiliquest 2/2000 - 1/2006
Atlanta, GA
IT Manager
* Performed database design, querying, and performance tuning on
Oracle, SQL, and Access databases.
* Assumed leadership role as liaison with computer vendors, educating
dealer and employees in understanding the nature and consequences
of changes made to company's network environment.
* Duties included designing and deploying networks for startup at new
facilities to include installation, configuration, and support of servers,
desktops, laptops, routers and firewalls.
* Designed and delivered training curriculum for third party software in
training classes up to 50 users, providing knowledge base foundation
for workforce that promoted overall effectiveness and productivity.
* Performed installation, configuration, and conflict resolution on
wireless, LAN, WAN, RAS and VPN, connections.
* Designed and implemented system backup strategy using Arcserve,
Backup Exec, and NT Backup.
* Performed user data and Operating System migrations for users
upgrading from Windows 98 and Windows NT to Windows 2000.
* Performed testing, risk assessment, and integration of multiple
network based vehicle monitoring solutions.
Apex Systems 9/1999 - 1/2000
Alexandria Virginia
Desktop Support Technician
* Successfully performed Y2K remediation on 1200 laptops, desktops
and Macintosh computers.
* Performed troubleshooting and repairs on network computers and associated peri
pherals.
* Managed remote access and security for infrastructure consisting of network se
rvers, RAS Servers, Terminal Servers, and Metaframe Servers.
* Provided support and administration for MS Exchange Server 5.0.
US ARMY 8/1996 - 8/1999
Fort Riley, KS
Wheeled Vehicle Mechanic
* Demonstrated teamwork by volunteering and qualifying for wheeled
vehicle recovery and bus driving, providing unit with extra flexibility
when planning operations.
* Selected as peer instructor for AT-4 anti-tank weapon, providing
peers with additional after hours training.
* Received Certificate of Achievement for outstanding service during
National Training Center rotation.
* Awarded Army Achievement Medal for dedicated work during service
that ended with honorable discharge.
* Performed Preventive Maintenance, parts replacement and
troubleshooting and repair on light and heavy-wheeled military
vehicles.