Customer Service Quality Assurance

**** ******** ** ** *** *** 605-***-****

Cedar Rapids, Iowa 52405 *******@*****.***

Nicholas Shatek

Technical Skills

• Operating systems – Windows NT, XP, Vista, 7

• Software programs – Microsoft Office Suite, Microsoft Project, Virtual PC, SNORT, Visio

• Networks – LAN, WAN, VPN, Intranet and Extranet

• Relevant course work – Network Administration, Systems Analysis and Design, Software

Applications, Project Management, Operating Systems Concepts, Foundations of Information

Technology, Computer Forensics, Intrusion Detection, Digital Forensics, CISSP

Education

Kaplan University, Cedar Rapids, Iowa

Bachelors of Science in Information Technology March 2011

Emphasis in Information Security and Forensics

Community College of the Air Force, Ellsworth AFB, South Dakota

Associates of Applied Science in Criminal Justice April 2008

Professional Experience

Yellowbook, Cedar Rapids, Iowa

Senior Customer Service Representative March 2011-Present

• Troubleshoot desktops and tablets over the phone or by entering remotely

• Assisted sales personnel with hardware/software issues

• Provide critical path support services to internal/external customers

Iowa Air National Guard

Computer Systems Control and Communications Apprentice March 2009 –January 2011

• Configured circuits and networks based on traffic patterns and quality assurance tests

• Used computer protocols to protect equipment, software and data against viruses and attacks

• Performed network surveillance and security with diagnostic equipment and software

• Verified end-to-end circuit, system and network signals through the use of test equipment

• Patched and cross connected circuit systems to establish, sustain and restore interrupted

service

United States Air Force, Ellsworth AFB, South Dakota

Security Forces Assistant Flight Chief July 1998 –

July 2008

• Directed Security Forces responses to security violations, criminal activity and

contingencies

• Managed daily functions of a security forces element

• Conducted motorized and foot patrols to maintain installation security

• Monitored alarm points using Advantor Alarm Panel and closed circuit television

• Conducted Information Security annual training with assigned personnel

• Investigated minor crimes, accidents and security incidents/violations

• Interviewed suspects/witnesses of crimes involving personal injury and property damage

• Apprehended violators of crimes against personnel and Air Force resources

Additional Information

• Currently maintain a Top Secret security clearance

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