1. Richard Boykin
IT Professional
6959 Babbling Brook Drive
Summary
Rex, GA 30273 Professional with strong communication and project coordination skills. Ability to think critically
and independently, learn and access quickly, and define and apply effective solutions with a process
Phone: 404-775-4316 oriented approach. These skills have been developed in my 7 years working in the information
Personal Email: technology industry. Demonstrated capabilities:
boykinrj@gmail.com
• Energetic self-starter with excellent analytical, organizational and creative skills (analysis,
process/problem/issue discovery, and resolution).
• Excellent ability to quickly comprehend new technologies and then apply.
• Strong ability to bring focus to issues and priorities, generate alternative, solutions, and
Additional Training: approaches, and report/present in a clear and concise manner.
• SQL Programming and • Proven track record of working collaboratively with diverse groups (business/technical.
Database Training - Emory staff/management, internal/external associates, and third-parties/vendors).
/April 2009
• Technical Writing – Technical Skills
Emory/December 2009 Languages: HTML, SQL
Databases: SQL Server, MS Access
Networking: LAN/ WAN, Windows 2000, TCP/IP, DNS, remote desktop, Internet and more
Technologies: aDSL, Satellite, Cable, Broadband, Dial up, VoIP
Software /Tools: Toad for Data Analyst, Business Objects InfoView, DTS Import/Export
Utility, SQL Server Management Studio Express, Dreamweaver, Fireworks, Captivate, Kana, Quick
Base, Mercury, PeopleSoft CRM, BMC Remedy, Adobe, MS Office Suite 2000-2003 (Word,
Excel, PowerPoint), Paint, Visio and more.
Operating Systems: Windows OS (95, 98, 98SE, ME, 2000, XP, Vista), MAC OS (7.5-10.4)
Professional Experience
EARTHLINK, INC., Atlanta, GA
Data Analyst / Database Reporting Analyst
Stored, managed, and extracted data effectively to help identify trends and performance issues for
the Customer Support Organization.
• Developed and managed operational databases that stored detailed data needed to support
the operations of the entire customer support organization.
• Personally developed many custom executive level reports using SQL in a multi platform
environment, stored procedures, MS Access, and advanced Excel features like Pivot tables,
Marcos, Vlookups, and Charts/Graphs.
• Provided weekly agent level reporting for upper management that assisted with planning,
budgeting, and agent staffing.
• Preformed Root Cause Analysis on agent level data to identify outliers used by upper
management to make sure all KPI’s were met.
EARTHLINK, INC., Atlanta, GA
Technical Writer / Communication Specialist
Wrote a wide verity of Technical documentation for all lines of business and presenting it in a clear
and easy to understand format for internal and external associates.
• Wrote, edited, indexed, and maintained a variety of user documentation such as Knowledge
Base articles, reports, customer communications, and/or manuals for a wide range of uses.
• Provided peer edits for other writers, editing for content, style, copyediting, and
proofreading accuracy.
• Created, edited, and maintained procedural documentation, including but not limited to,
department policies and procedures (SOP’s), user guides and application guides.
• Coordinate informal and formal reviews with subject matter experts and other applicable
product team members.

2. Richard Boykin
Page 2
EARTHLINK, INC., Atlanta, GA
Customer Support Professional
Delivered executive level technical support and customer service to customers across all lines of
business, on all operating system platforms.
Education • Worked with customers that reached our executive team to provide a resolution to their
issue(s).
Bachelor of Business • Served as the key interface with Local Exchange Carriers (LEC) and CLEC (Competitive
Administration, Information LEC) in the resolution of technical issues within lines or RBOC (Regional Bell Operating
Systems Company) Central Office (CO) equipment. Coordinated dispatch of onsite technicians.
Georgia Southern University
• Displayed strong troubleshooting skills with modems, signals using pinging, telnet and
Statesboro, Georgia
vendor tools developed by LEC and CLECs. Created Trouble Tickets with AT&T /
BellSouth, Verizon, COVAD, Quest, SBC and Time Warner Cable.
• Exceed all technical support metrics, including hold time, average handle time (AHT),
one-call resolution and wrap.
• Demonstrated ability to readily learn and apply knowledge of existing and emerging
technologies and explain technical concepts to non-technical audiences.
References/Letters of
Recommendation:
Available Upon Request
Phone: 404-775-4316
Personal Email:
boykinrj@gmail.com