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Customer Service Manager

Location:
Columbus, OH
Salary:
65k per year
Posted:
May 31, 2016

Contact this candidate

Resume:

Lewis Kevin Dotson

*** ********** **** ******** **, 22554

acu031@r.postjobfree.com

540-***-****

Clearance: Top secret

Qualification Summary

I am an experienced leader with fourteen years of management experience, outstanding organizational skills, and extremely detailed communication and customer service skills. I possess a broad range of technical skills and training. I have extensive Information Technology and security training to include System administration, network administration, telecommunication implementations, as well as cryptographic system implementation and management.

Technology Related Skills

Hardware:

Cisco router, switches, HP Proliant servers, Dell /IBM blade servers, PolyCom6500 phones, Avaya 1140s/1120s,SANS storage arrays, and Dell/HP/Compaq, desktop and laptop systems.

Software:

Remedy, Windows Server (2000; 2003; 2008, 2012), Microsoft Exchange Server (2000; 2003), Microsoft Office (2003; 2007; 2010; 2013, 2016), Microsoft Lync, Apache; Microsoft IIS server, MCafee HBSS, Solar winds. VSphere 5.5, VSphere web client, VMware ESXi.

Operating Systems:

Windows Vista, Microsoft Windows 7; Windows 8; Server 2003; Server 2008, server 2012

Education and Training

●Implementing and Managing Microsoft Exchange Server 2003

●Implementing and Managing Microsoft Windows Server 2003

●DOD IASO Certification

●IA-CND I, Army sponsored Training

●Army information technology Specialist Course (25B)

●Army Leadership Course (WLC)

●Comptia Network+ Certification

●Comptia A+ Certification

●Comptia Security + CE Certification

●Army Configuring Cisco Catalyst Switch Operations

●Army AMMO-67 Hazmat Familiarization and Safety in Transportation

●International Society of Configuration Management Certification

●International Society of Configuration Management Certification/Software configuration Management.

●CCNA Boot Camp.

●Developing a Web Site from Learning Tree International

●Basic Communications-Electronics Installer Course(Certification)

●VMware VCA DV6 Data Center Certified

●1000 Hours of Army Skillport training completed: Security +, Network +, A+, CCNA.

●Avaya AS5300 Maintenance & Provisioning

●Avaya As5300 Fundamentals

Employment Experience

YOH, A DAY & ZIMMERMANN COMPANY Federal Services 01 SEPT 2015 - Present

Quantico, VA

VMware Administrator MID

Maintained health and performance of multiple VMware vSphere environments on multiple networks including applying patches/updates

Responded to monitored alarms and thresholds; develop new health monitoring requirements and automated recovery procedures VMs and ESXi hosts

Optimize performance of virtual environment including storage and networking

Developed and maintain vCenter Orchestrator automated workflows; work with team members supporting their development and operation of workflows

Deployed virtual machines and use clones, snapshots, and templates with use of PowerCLI

Provisioned ESXi hosts using vSphere Auto Deploy (automation)

Automated VMware Infrastructure using PowerCLI (creating datastores, taking snapshots, creating VMs, health checks, etc.)

Install, configure and update hardware and software.

Operate and maintain all integrated systems to support mission operations.

Perform daily application updates and maintenance functions.

Respond to Tier 3 and Tier 4 trouble tickets.

Open trouble tickets and respond to trouble calls.

Respond to management system alerts.

Deploy monthly security patches and updates.

Respond to after-hours trouble calls.

Employment Experience

Defense Engineering Inc... Mar 2014 – 30 Aug 2015

Pentagon and National Capital Region

Voice over Internet Protocol Technician

Serves as a Lead VoIP Technician on a large scale DoD voice migration of

over 45K users at the Pentagon and National Capital Region (NCR) DoD users,including Senior Leadership, Presidential Appointees, Senior Executive Service leaders, and Flag/Officers of the Office of the Secretary of Defense (OSD),Joint Staff, and U.S. military organizations/agencies to a open SIP Unified Communications platform, which will result in the reduction of Operations and Maintenance costs for the Pentagon infrastructure.

Avaya AS5300 trained

Flushed out all the call features for the CS2100 and compared them to the features of the AS5300.

Identified all of the call features that will longer not be supported and all the call features the new equipment will be offered to the client.

Researched and validated over 950 various MADNs, 260 VTC circuits, and numerous migration related items which help to validate the correct POC's and locations.

Researched and compiled data for a data base to be used to track the migration progress.

Removed cross connects in the RDF and Wedge Rooms and TC’s to help cleaned up efforts that were not completed after the CS2100 Migration.

TekSystems Sept 2013-Feb 2014

Defense Threat Reduction Agency

Fort Belvoir Virginia

Lead Voice Over Internet Protocol (VoIP) Technician

Installed Acme Packet

Installed and patched workstation drops to correct Cisco Switch

Installed Polycom VVX 500 and VVX 600 phone.

Trained users on new phones and features to include training on Microsoft Lync 2013.

Imaged thin client systems

Trace network drops to correct the incorrect labeling of the drop box.

Alex alternative Experts Nov 2012-Mar 2013

FBI Lab at Quantico Virginia

Cable Technician/Installer

●Installed and run Category 6e Cable

●Terminated Category 6e Cable in accordance to DOD and FBI Standards

●Installed Single mode Fiber Optic cable

●Terminated Single Mode Fiber optic cable in accordance to DOD and FBI Standards

●Tested Category 6e Cable using industry test equipment

●Tested Single Mode Fiber Optic cable using industry test equipment.

U.S. Army, 18th Fires BDE/188th BSB/206th Signal Company July 2009- Oct 2012

●18th Fires BDE IMO/IASO

●Network Administrator

●Upgraded Systems to the latest Army baseline.

●Network Operations NCOIC for Tactical network and all Tactical systems to include satellites.

●Create, Delete and updates new users using the Remedy trouble ticket system.

●Update install and configure Cisco call Manager and Cisco VOIP Phone Systems.

●Administered blackberry accounts for the senior leadership and commander.

●Network + Certification obtained in 2010.

●Practical Experience with Multiple Windows OS.

●Experience with Retina and Host intrusion vulnerability scanning tools.

●Reviewed information assurance vulnerability Alerts (IAVA) for applicability and Implement patches

To ensure mission critical information systems were secure.

●Experience with Active Directory and Enterprise Architecture.

●Helpdesk/Desktop/Netops administrator

●IT Specialist

●On a regular basis, review a Continuous Monitoring site to insure systems/devices are not compromised

●On regular basis, be part of an Image Management team to review the current Information Assurance Vulnerability Alert (IAVA) compliance, STIG, and Microsoft update releases to identify changes including patches or service pack updates needed to the Army Gold Master (AGM) image/builds for Unclassified and classified systems.

● Ensure technical security safeguards are maintained to provide controlled user access, integrity of DOD Email, and end-user data.

●In accordance with DoD guidance, insure systems are properly configured to provide the latest cyber security protection.

U.S Army, Intelligence and Security Command (INSCOM) Sept 2005- July 2009

Fort Belvoir, Virginia

Network Installer/Network Administrator

●Provided worldwide network and telecommunication project installations for the Communications Information Officer (CIO/G-6(Enterprise IT Management) to support the Commands intelligent mission.

●Installed 17 Networks in the U.S. and overseas to include the network installation of the INSCOM detention training facility (IDTF), DSCG installation for the 501st Military intelligence (MI) Brigade in Korea, and a (DSCG-A) installation for the 513th military intelligence Brigade (MI) at Fort Gordon GA.

●Duties included:

●Trained and mentored 4 new installers on proper installation techniques and tool use.

●Conducted Technical site Surveys with project managers to identify installation mission requirements.

●Installed Cable support systems (Panduit, EMT, Cable ladder, basket tray), Pulled, and terminated Cat3-Cat5e shielded and unshielded, Multimode and single mode fiber optic cable, installed equipment racks and cabinets in accordance to the Engineer Installation Plan (EIP).

●Installed servers, Routers, and switches, ETC…

●Consulted on changes to the (EIP) to red line the drawing for document changes.

●Made numerous adaptions and changes to meet unplanned and onsite challenges.

●Traveled TDY Ninety percent of the time to locations in South Korea, Germany, Hawaii

U.S. Army, RAF Moleswoth UK Dec 2001-Sept 2005

USAE European Joint Command

Network Administrator and Configuration Management

●Configuration Manager for the entire Joint Command

●Network Administrator

●IT procurement manager

●Developed software license renewal plans for the entire software library.

●Active Directory and windows server experience.

●Sun Microsystems, and Sun Thin client architecture and servers.

●Helpdesk/Desktop Support Administrator

●IT Specialist

●Deployed to Kosovo as Lead System Administrator to the Unites States National Intelligence Center

U.S Army 1st Cavalry Division G-6 Automations Office APR 1999-Nov2001

Fort Hood, Texas

System Administrator, Network administrator

●System and network administrator

●Software analyst

●Server and email administrator

●Experienced with windows server and Internet Information Server (IIS) for web site administration

●Helpdesk Administrator

●IT Specialist

●Deployed to Camp Doha in Kuwait as Lead System Administrator and Lead Exchange Administrator.



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