Customer Service Software
Resume:
Keith E. Mounts
Information Technology Professional
**** ********* ****** **. *** Antonio, TX 78207 *********@*****.*** 210-571-
4601
Job objective:
To obtain a Technical Support Representative position.
Summary of qualifications:
I.T. Professional / call center agent with 12 years of I.T. experience.
Server infrastructure administration and call center operations across
multiple Windows platforms.
Effectively planned, installed, configured and optimized servers to
provide consistently high network
resource availability rates users.
Air Force veteran with 12+ years of I.T., supervisory and leadership
experience.
Skilled troubleshooting skills along with experience in managing systems,
teams and resources
in military and civilian I.T. environments.
Chief Customer Service Officer for the Tyndall AFB Call Center provided
tier 2 customer support for the all base personnel. Resulting in the
reduction of the average handle times for call - center customers by 11%.
Strong customer service skills exhibiting a courteous and professional
telephone etiquette.
HIGHLIGHTS OF I.T. SKILLS
Systems Administration / Apache / Tomcat / Productivity Improvement DNS /
TCP/IP / Active Directory / Windows Server 2003/2008 / Ghost software /
Call center / Help-desk Agent / Strong written and interpersonal
communication skills / Technical Support / Systems Installation /
Configuration & Upgrading / Network Security / Patch Deployment /
Enterprise Environments / Microsoft Exchange / Remedy ticket software /
Outlook / Troubleshooting /I.T. Resource Management / Desktop / Support /
Virtual Server / VM Ware / Systems Deployment / Printers / Terminal
Services / Software License / Management / Microsoft Outlook / Excel
EXPERIENCE
SAN ANTONIO COLLEGE : - San Antonio TX 2010 - Present
Full - Time Student:
Key Contributions:
Full-time student at San Antonio College in the process of completing a
double major in Network Security and Sever administration.
Expected to graduate in 2014 with two Associates of Applied Science Degrees
in Network Security and Server Administration.
Muskogee National Business Enterprise- San Antonio TX - 2009 - 2010
I I.T. Professional:
Hired as a full-time systems I.T professional for the ATAPS "Army Time and
Attendance Pay System" civilian payment program. The program was divided
into 12 virtual terminal APACHE / TOMCAT web / application servers on 3
separate networks each running Windows 2008 server OS.
Key Contributions:
Handled day-to-day maintenance, trouble-shooting of Apache and Tomcat end-
user issues documentation and resolution.
Spearheaded the testing and installation of 1,200 U.S. Army directed server
patches in preparation of the US ARMY I.G. "Inspection General" facility
certification inspection.
The ATAPS servers received an "Outstanding" rating during the ARMY I.G.
Inspection General" facility ability to operate inspection.
Coordinated directly with ATAPS software lead for the resolution of
individual user ticket request. This ensured that all 30,000 users had a
99% access rating to server resources.
CNF TECHNOLOGIES- San Antonio TX 2008 - 2009
Network Analyst:
Hired as a full-time Network analyst for the U.S.A.F. "United States Air
Force" network intrusion detection program. This consisted of monitoring
military networks for illegal access to military networks.
Key Contributions:
Conducted extensive network monitoring and intrusion detection analysis and
database queries using the Air Force's proprietary intrusion detection
tools.
Created and submitted threat requests reports against offending foreign IP
addresses resulting in the protection of military networks against possible
compromise by foreign governments.
Researched, created and validated unusual authorized network activity
reports for trend analysis and possible network security breaches.
325 TH Communications Squadron - Tyndall AFB FL 2004 - 2008
Chief Customer Officer / I.T. Professional:
Key Contributions:
Chief Customer Service Officer for the Tyndall AFB Call Center provided
tier 2 customer support for the all base personnel. Resulting in the
reduction of the average handle times for call - center customers by 11%.
Rebuilt the call center agent training program, agent schedules, agent
training and evaluations while supporting over 30,000 users.
Created, maintained and updated the 325th Communications Squadron issue
tracking system Remedy customer database along with customer ticket
creation forms. Processed all user account creation, deletion and
modification requests.
Managed two base wide Microsoft Exchange servers along with the management
of 30,000 user email account administration.
Performed customer follow up surveys for trouble ticket resolution and
customer satisfaction resulting a customer satisfaction rating of over 97%.
Part of a three man team responsible for the maintenance of 2 Microsoft
Active Directory servers, and Windows application platforms, including the
setup and maintenance of users, groups and account permissions.
Software license management for all new software tracking for all software
placed on Air Force I.T. resources.
Manager and main focal point for the Tyndall help-desk providing support
for over 30,000 customers tracking of trouble-tickets and weekly metrics
briefings to chain of command.
EDUCATION & TRAINING
Associate of Applied Science Degree Server Administration- San Antonio
College, San Antonio, TX (Mar, 2010 - present)
Associate of Applied Science Degree Network Security- San Antonio College,
San Antonio, TX (Mar, 2010 - present)
Excelled in early IT career, advancing through increasingly responsible
roles including:
Brooks AFB - San Antonio, TX
Systems Administrator / 1998 - 2004
Hickam AFB - Honolulu, HI
Desktop Technician, / 1995 - 1998
1103 Guadalupe Ybarra St. / San Antonio, TX 78207 / *********@*****.*** /
Contact this candidate