Joe A. Little

865-***-****

acqmkk@r.postjobfree.com

PROFESSIONAL SUMMARY

Network support; rebuild/upgrade servers; configure workstations; update installation policies and procedures.

Transitioned from physical to virtual server environment utilizing VMWare ESXi

Established SAN shares for workstation data access and backup via iSCSI connections

Write company/network policies, including Business Continuity/Disaster Recovery, Acceptable Use, and various Security policies.

Configured Cisco switches with VLAN segregation for the NSF network at Fountainhead College of Technology.

Barracuda Firewall and VPN configuration

Audio/Visual specialist for corporate conferencce

Configured Cisco ASA firewall

Goal oriented, reliable, results-driven individual with expansive knowledge of software, networking and hardware technologies. Excellent oral and written communication skills, problem solving skills, strong customer service skills, and proficient in researching and analytical aptitude.

TECHNICAL SKILLS

Hardware:

Telecommunications & Net Security

Hardware troubleshooting

Access Controls

Cryptography

Physical Security

Software:

Linux Administration

Microsoft Exchange

Windows Server Administration

Cryptography

Access Controls

Firewall Configuration

Operating Systems:

Server 2003, 2008, 20012, Windows XP, Vista, Windows 7, Windows 10

EDUCATION

Kaplan University Online

Masters of Science in Information Technology Emphasis, Information Assurance March 2014

Fountainhead College of Technology, Knoxville, TN Dec 2011

Bachelor of Applied Science in Network Security and Forensics

Professional Certificates Earned:

Comptia A+

Comptia Network +

NSTISSI- 4011- INFOSEC Information Systems Security, CNSSI-4012- Senior Systems Manager, CNSSI- 4013- System Administrator, CNSSI- 4014 – Information Systems Security Officer, NSTISSI- 4015 – System Certifier, CNSSI- 4016 – Risk Analyst

Fountainhead College of Technology, Knoxville, TN August 2010

Associates of Occupational Science in Information Technology

EMPLOYMENT HISTORY

System Improvements, Inc. (Knoxville, TN) Network Support Specialist 2012-2015

Checked for daily backup completion of all servers and workstations and databases

Checked server logs for application or hardware issues

Provided desktop support for PC and Mac workstations. Resolved application and connectivity issues

Verified and audit Firewall Rules, ISA 2006, Barracuda Firewall

Adhered to PCI compliance vulnerability scan results. Run additional vulnerability scans as needed

Advanced troubleshooting of network related congestion

Spin up and maintain virtual servers and workstations via VMWare ESX

Identify and replace failing and/or outdated network equipment and workstations

Made all technology purchases and maintain accurate inventory of technology assets

Managed NEC PBX phone system and voicemail

Installed, configured, and maintained IIS web server for production and development web applications and secured these site with SSL certificates

Reviewed CCTV system records from previous night

Setup audio and video equipment for promotional videos as well as conferences

Created user accounts for new employees and configured workstation as needed for the employee. Removed old employees from active status and maintained email records as directed.

Assisted internal and external customers with technical support issues regarding internal issues as well as technical support of the software developed by System Improvements.

Logged all tickets in ticket tracking software (HelpSpot)

Milestones

Transitioned from completely physical server environment to virtual via VMWare ESX

Reduced network downtime from 50% to almost 0%

Improved network efficiency by upgrading switches from 10/100 to 1Gb and configured VLANS

Installed CCTV system

Reduced operating costs by $2400 annually by consolidating internet and phone services

Established Business Continuity Plan in the event of inclement weather.

Transitioned from a public internal IP scheme to private with 3 subnets

Pilot Flying J (Knoxville, TN) Help Desk Support Technician 2010-2012

Answered inbound help calls from stores

Performed nightly store database backups

Restored store databases in the event of database corruption

Assisted store managers with completing End of Day accounting on store servers

Comcast (Knoxville, TN) Sales Supervisor 2005-2009

Managed 15 sales agents and coached them on performance in effort to reach monthly sales goals

Created Team Report that showed each members daily performance and each sales unit required

As HSI agent, assisted customers in installing and troubleshooting High Speed Internet in their homes

Datanamics Inc (Las Vegas, NV) Level II Network Support Technician 2003-2005

Handled escalated support calls from customer in effort to get internet service working

Managed switches and gateways in effort to maintain network stability

Received and configured defective internet hardware from properties and shipped back to the customer

ClientLogic (Las Vegas, NV) Senior Supervisor 1999-2001

Managed 6 supervisors with 15 agents each

Ran daily calls handled reports along with First Call Resolution and Average Handle Time reports

Provided feedback to supervisors on how to properly manage agents to reach the AHT goals and improve technical knowledge to raise FCR percentage

Developed technical documentation to aide in the troubleshooting for customers based on frequently encountered issues

Responsible for accurate payroll for 300 agents and managed vacation and sick time.

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