Customer Service Project
Resume:
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Resume of Alex Shalifoe
SUMMARY
In my education and personal experience I have learned much about establishing a computer network and
maintaining it, all the while improving flexibility. I have also learned throughout my Bachelor’s Degree that the
same rule of flexibility applies in all aspects of troubleshooting and technical customer service. With this
understanding I have applied my own personal drive, dedication and adaptability in excelling in my coursework at
ITT as well as in my work history.
E DUCATION
ITT Technical Institute
Bachelor’s of Applied Science Degree in Information System Security (2010) G.P.A. 3.68
Associates of Applied Science Degree in Computer Network Systems (2008) G.P.A. 3.88
IN-CLASS AND PERSONAL TECHNICAL EXPERIENCE
Experience performing software and hardware maintenance; setup and troubleshooting small networks and
printers; In-class experience with Active Directory, Microsoft Windows and Office; Setup routers and switches;
Basic level understanding with Firewall, scans using Nessus, Intrusion detection and prevention; Wireshark
(Packet Sniffer) on DEFT Linux; Setup Apache Server with SSH
PROFESSIONAL EXPERIENCE
First Data Resources Jan 2011 – March 2011
Operations Tech 2
Facilitated trouble call resolution for internal and external customers for First Data.
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Identified the type of issue, documented and prioritized the problem and escalated to higher levels as needed.
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Remained on the call through entire resolution and documented the situation with necessary information into
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a ticket system.
Implemented changes to the system and assisted in implementing setting changes to servers to change
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status or take them offline.
Documented Incident Management actions during priority calls.
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Qwest Center July 2011
Dispatcher - Temporary
Managed work order tickets including closing and looking at information.
Sorted out old tickets and close resolved issues.
Sorted and sent work order tickets for the following work day.
Handled calls for closing work orders.
Activated TV satellite receivers.
Coursework and Notable Projects at ITT Technical Institute
Information Security Essentials; Internetworking Infrastructure and Operations Security Architecture of
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Common IT Platforms; IS Risk Management and Intrusion Detection Fundamentals of Network Security,
Firewalls and VPN Hacker Techniques; Project management; Information Security Perspective on Intranet;
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Resume of Alex Shalifoe
Security Policies and Implementation Issues; User Authentication Systems and Role-based Security;
Securing Windows Platforms and Applications; Securing Linux Platforms and Applications Auditing;
Programming Microsoft Desktop Operating Systems
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Intermediate Database Development; Network Standards and Protocols
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Capstone Project: Assessing Wireless security of local neighborhoods and small businesses. This was a 3
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month project that was designed to try and impact the communities around Omaha neighborhoods. The
results of this project produced the website: www.lockyourwireless.com. I was responsible for the research
and effort compiling the list of router manuals on the webpage.
Capstone Project: Assistance with Hope Skate Center to set up a network; installing new cables and
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configuring the network into a client/server model over the peer to peer setup that was in place.
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