Customer Service Software

ROGER LOCKHART

*** *. **** ******, ***. A ~ San Pedro, California 90731

323-***-**** *****.**********@*****.***

INFORMATION TECHNOLOGY SPECIALIST

Solid technical background combined with exceptional skills in providing

Helpdesk/user support with hardware, applications, peripherals and

workstation maintenance/upgrades in complex multi-vendor environments.

Strong expertise in a wide variety of databases, software systems and

telecommunications networks, including all aspects of performance tuning.

Integrates business requirements with the latest technologies to deliver

cost-effective solutions. Swiftly comprehends the "big picture" and

executes the boldest of organizational visions. Core competencies

include:

( Secret Security Clearance ( Outstanding Communicator (

Helpdesk Administration

( LAN/WAN Strategies ( Hardware/Software Support (

Network Optimization

( Information Assurance ( Innovative Problem Solver (

Excellent People Skills

PROFESSIONAL EXPERIENCE

VYKIN CORP, Thumrait, Oman 9/2012 - Present

CTR Client Support Admin

. Flawlessly perform equipment installation, peripherals connection, and

all aspects of client-level software install/delete; ensure physical

security of unit Air Force GIG components.

. Modify software configurations and perform basic configuration

management functions.

. Provide proactive application assistance for office automation

applications; perform workstation diagnostics and troubleshooting;

assign, modify and delete passwords/user privileges.

. Report security breaches and distribute security information;

coordinate support issues with all appropriate agencies; notify the

unit EC of any hardware relocation and equipment issues.

. Promote user awareness concerning unauthorized or illegal use of

computer hardware and software.

. Ensure organizations do not use Shareware or public domain software

until approved for use by the DAA or after the ISSO, CSA or FSA has

ensured that it is ready for use.

. Implement software patches, security fixes, and service releases;

perform account and e-mail management; configure accounts and

mailboxes; perform Directory Service support.

. Ensured the smooth operation, maintenance and administration of IT

services while dispersing computers to supported units during base-wide

changeover from ADPE.

KFORCE (AEROSPACE), El Segundo, California 2/2012 - 9/2012

CTR Customer Service Technician

. Provided Level I/II technical support for PC/MAC LAN workstation end-

users; developed, maintained and communicated standard

hardware/software setup and configuration profiles.

. Oversaw the organization's LAN; answered 30-50 daily incoming calls

from supported customers; collect pertinent information into a secure

database.

. Provided "customer is always first" Helpdesk support with very few

issues having to be escalated.

ROCKWELL COLLINS, Camp Leatherneck, Afghanistan 2010 - 2012

CTR Help Desk Technician

. Key player on a Helpdesk team providing Level I/II technical support to

5K+ end users.

. Provided direct IT (Data/Phone) support for units supporting military

operations in Afghanistan.

. Used Active Directory and Windows Servers to create user accounts, OU's

and OMB's including clearing port security on NIPR, SIPR and CENTRIX

utilizing PUTTY.

Continued ...

Roger Lockhart R sum / Page 2

PROFESSIONAL EXPERIENCE

(continued)

U.S. AIR FORCE, Various Duty Stations including the U.S., Afghanistan,

Japan & Korea 2002 - 2010

Client Support Administrator / Helpdesk Technician

. Installed and maintained 700+ computers and peripheral devices while

providing support to 400+ users and associated organizational accounts.

. Established/updated email accounts for NATO personnel at Camp Phoenix.

Afghanistan.

. Upgraded multiple training classrooms totaling 200+ computers; provided

Helpdesk support to 2.5K+ end users throughout Los Angeles Air Force

Base.

. Utilized Remedy web based/software to track and modify

phone/user/network issues.

. Led five Airmen in performance of Client Support Administrator duties

with an emphasis on mentorship and positive motivation.

. Configured computers and peripheral devices to meet Yokota Air Base

Japan duty requirements by troubleshooting and resolving all network

issues.

. Designed the layout for one organization's SharePoint deployment.

. Implemented several Classified Message Incident measures by isolating

and wiping the computers to successfully prevent numerous unauthorized

disclosures.

EDUCATION & TRAINING

TRIDENT UNIVERSITY INTERNATIONAL (TUI), Cypress, California

Master of Science, Information Systems Technology Management, GPA 3.8,

expected award 2/2014

Bachelor of Science, Information Systems Technology Management, 2011

Other College Coursework: AAS, Community College of the AF, numerous credit

hours completed

Certifications: CompTia A+, CompTia Security+, CompTia Network+

Air Force Specialty Codes: Knowledge Operations Craftsman (AFSC 3D071);

Knowledge Operations Management Craftsman (AFSC 3A071)

Selected Additional Training: Operating Systems Technologies & The

Networking Environment; Installing, Configuring & Optimizing Computers;

Managing Files and Folders; Devices in Microsoft Windows XP; Phase I/II MS

SharePoint Server 07; Components, Printers, Networks and Safety;

Fundamentals of Internet Explorer; Home Networking with Windows XP;

Installing, Configuring and Optimizing Computers; Managing Files, Folders &

Devices in Windows XP; Operating System Technologies & the Networking

Environment; System Reliability & the Desktop Windows XP Professional;

Windows Server 2003: Managing Hardware, Disks, and Logical Devices; Windows

XP: Advanced; Remedy; Software and Web Based Configuration Administrator;

Defense Messaging System; Microsoft Front Page; Information Management

Craftsman; Airman Leadership School; Information Management Apprentice

Software: Remedy Trouble Ticket Software, Altiris, SMS, Microsoft

Exchange, SharePoint, LANDesk

Hardware: Printers, Fax, Copier, Digital Senders, Laptops, Desktops

Selected Awards: Army Commendation Medal, Air Force Achievement Medal,

Army Achievement Medal, Numerous Letters of Appreciations from Wing

Commanders, Dorm Room of the Quarter, Class Commander U.S. Air Force Airmen

Leadership School

Military: Staff Sergeant (E-5), U.S. Air Force (Honorable Discharge, 2010)

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