Alvin J.

Harper
2430 Cheshire Bridge Rd. #307
Atlanta, Georgia 30324
ah7052e4@westpost.net
404-941-7415
Summary
12 years of experience in customer service, technical and management positions
of increasing responsibility focused on providing excellent customer service, te
chnical expertise and management acumen in many diverse environments; well organ
ized with strong communication and interpersonal human relation skills, self sta
rter, flexible and quick to learn new ideas and new environments.
Education and Training
Education: Devry Institute of Technology, Alpharetta, Georgia
B.S. Telecommunication Management Program, 1998 - 2001
Albany State University, Albany, Georgia
B.B.A. Business Administration, 1982
Certification: OmniTech Technical Institute, Decatur, Georgia
MCSE Windows 2000 Professional, MCSE Windows 2000 Server
Technical Skills
Software: NT Workstation 4.0, NT Server 4.0, Windows 2000 Professional, Windows
2000 Server, Windows 95/98/XP/Vista, IBM OS/2, HP-UNIX, Remedy
Helpdesk, Microsoft Outlook, Microsoft Office 97/2000/2003, Microsoft
SMS, Microsoft Project, Symantec Ghost, Acronis Backup and Recovery,
Smantec Antivirus, Norton Antivirus, McAfee Antivirus
Hardware: IBM Compatibles, Hewlett Packard, Intel Pentium, PC Platforms,
Laptop Computers, Laser/Inkjet Printers, Hubs, Cables (Cat 3 & 5)
Languages: C Programming, UNIX, COBOL I, COBOL II
Professional Experience
Director of Client Relations January 2006 to Pre
sent
ComTrust Telecommunications, Suwanee, Georgia
* Perform daily management and technical operation support for ComTrust employee
s, customers and vendors.
* Achieved 30% improvement of operation and employee productivity by migrating C
omTrust network infrastructure from a Windows 2000 network environment to a more
robust and efficient Windows 2003 Exchange Server enterprise network.
* Increased the Call Detail Records revenue by $75,000 a year by creating an eff
ective data receipt and verification technique when receiving electronic transmi
ssion of customers call data.
* Increased the setup rate of new customers by 10 a day by improving the adminis
trative and technical operation of ComTrust provisioning procedure
* Improved ComTrust data Backup and Recovery by 95% by researching and recommend
ing a change from the analog Executive Tape Backup system to the Acronis Digital
Software Data Backup and Recovery System.
* Interface daily with customers and vendors to resolve technical issues or comp
laints in a pleasant and professional manner.
* Supervise the technical operation for invoicing and billing five hundred custo
mers
* Performed in a leadership role for the company's strategic and technology plan
ning processes.

MIS Manager May 2002 to January 2

006
Georgia Aerospace Corporation, Atlanta, Georgia
* Responsible for managing the day-to-day technical operation of MIS Operations.
* Responsible for the installation, support and maintenance of CAD and CATIA air
craft parts design software applications.
* Effectively managed project for the design, purchase and implementation of SYS
PRO Impact Encore Manufacturing Resource Planning software and hardware systems.
* Initiated and maintained strong customer relationships with internal and exter
nal customers by providing them with excellent customer service.
* Purchased all computer equipment, software applications, service contracts and
software vendor product licenses.
* Provided research and technical solutions for cost of computer hardware, softw
are applications and backup and recovery systems.
* Facilitated and participated in conference calls with customers and vendors.

System Administrator November 2000 to May 2002

Verizon Business, Alpharetta, Georgia
* Responsible for providing technical support for MIS Operation within an enterp
rise network of 10 servers and 700 computer systems.
* Proactively monitored HP Openview network management software system for enter
prise network and system alerts, if needed respond to and resolve customer issue
s and alerts.
* Resolved Remedy Helpdesk Request trouble tickets by telephone or site visits
* Performed Server administration and troubleshooting for ten mission critical F
ile, Transaction, Proxy, Application and Web servers.
* Performed daily scheduled HP UX Backup Tape system maintenance and administrat
ion.
* Performed implementation and testing of disaster recovery and business continu
ity technical plans.
* Interfaced with all levels of management to verify that all internal and exter
nal service level agreements were resolved to the customer satisfaction.
* Responsible for creating, disabling and deleting computer user accounts.
* Responsible for assigning user privileges and set account policies and rights
for users in a client-server environment.
* Installed and performed setup procedures for Microsoft Outlook email accounts.
* Maintained a 100% effective rate when planning and executing virus scan audits
.

Customer Service Manager October 1997 to November 2000

Verizon Business, Alpharetta, Georgia
* Responsible for analyzing, troubleshooting and resolving customer telecommunic
ation needs and problems.
* Developed functional business plans for services by translating customer's com
plex business problems for voice and data products into innovative technology so
lutions that meet the customer requirements.
* Increased the resolution of account issues resolved; resolving of these issues
saved the company $10,000 per month in telecommunication line revenue.
* Utilized OCIS and Guide-file database to verify correct line installation and
to resolve customer issues with finalization authority.
* Performed auditing, tracking and account inventory of telecommunication servic
es to successfully identify cost saving opportunities and recommended savings to
existing customers.