Project Manager Technical Support
Resume:
Christopher Jenkins
*** **** ********** ****** ********* E203
***********.*********@*****.***
ACTIVE DOD SECRET CLEARANCE
PROFESSIONAL ATTRIBUTES
Result Oriented, Priority Driven, Innovative Problem Solver, Time
Management, Cross-Cultural Experience, Collegial Respect, Collaboration,
Continuous learning
QUALIFICATION
. Proficiency in Microsoft Operating systems (Windows XP, Vista, 7, 2008
R2), Microsoft Office suites (2003/2007/2010)
. 3 years experience in an small business IT call service center
environments
. Experience with SysAid and Remedy Help Desk Ticketing System
. Experience in troubleshooting network connectivity issues on Dell
workstations and laptops
. Managed and maintain servers and local Microsoft Windows machines.
. Responsibility includes re-imaging machines, installing operating
systems, and created email/user accounts.
. Resolved username and password problems, uninstalling/reinstalling
basic software applications, verification of proper hardware and
software set up, and assistance with navigating around application
menus.
. Experience installing, configuring and troubleshooting, via telephone
and/or remotely assisting resolving all technical problem whether
hardware or software.
. Involved in the maintenance and administration of servers, desktops,
printers, routers, switches, phones, PDA's, application deployment,
security updates and patches as well as a vast array of additional
technologies inclusive of both hardware and software.
. Project Management Skills
. Cable Management Experience
EDUCATION/CERTIFICATIONS
. ITT Technical Institute: 48 semester units in Information Systems
Security, San Diego, CA
. U.S. Marine Corps Specialized Training: Network and Telephoning
Communications, Switch-Board Operation, Electronic Schematics &
Troubleshooting and Repair, Twentynine Palms, CA
. CompTIA A+ (220-701 Essentials)
EMPLOYMENT HISTORY
Aethercomm Inc. - Help-Desk Administrator 08/2010 -
07/2011
As an IT Help-Desk Administrator, responsibilities are coordinate and
prepare machine for installations, deployment and relocation of peripheral.
Technical Support: Tier/Level 2 and 3. Assist in implementation of day-to-
day assignments with the IT Project Manager.
. Make recommendations on desktop workstations and server
hardware/software technologies.
. Quote and order hardware/software, and tracked department finances
(Liaison between Accounting, Purchasing and IT Department)
. Provided first point of contact technical support to all employees.
Answering the service desk telephone, and help any client who may come
by for assistance. Also promptly, accurately, and professionally
manage all Help-Desk ticket by reviewing, updating and ensuring an 80
or more percent completion rate in a timely manner.
. Managed and update company asset lists including printer, monitors,
laptops and desktop workstations
. Gathered the customer's information and to determine the customer's
issue by analyzing the symptoms and figuring out the underlying
problem.
. Troubleshoot and repair PC/Printer hardware components and LAN
connectivity issues
. Creating and managing, unlocking user accounts in Active Directory
. Knowledgeable in dealing with Citrix and VM virtual systems. (Desktop
delivery Console, Xen-Center)
. Wyse and HP Thin Client deployments
. Installation and troubleshooting Windows Operating Systems such as XP,
Vista and Windows 7
. Experience Installation, Managing and Troubleshooting Window Server
2008 R2 including managing server roles such as Active Directory and
DNS (Domain Name System) DHCP (Dynamic Host Configuration Protocol)
. Creating, maintaining and updating company IT help-desk procedure, and
PC deployment records/documentation
. Daily monitoring of SysAid ticket queue for new service request and
current request up-to-date.
. Cable management experience with the 66 telephone punch block and 48
Ethernet punch panel
United States Marine Corps - Technical Support Administrator 06/2006 -
07/2010
As a Technical Support Administrator, duties included supervising and
guiding a group of 25 telephone/data technicians, testing, analyzing and
repairing defects using circuit diagrams, category 5-cable/copper on
telephony network equipment on government military installations.
. A Sergeant in the United States Marine Corps
. Installed, configured and termination 50+voice/data telephone on
interconnected telephony networks
. EKMS Assistant for approximately 6 to 9 months while assigned to
Marine Corps Base Okinawa, Japan - maintain record of cryptographic,
management of material distribution.
. Installed cabling, managed telephone network spanning 3 military
installation while deployed to the Republic of Iraq during mid 2008
through mid 2009.
. Immediate Section Manager while supervising 5 telephone technicians, 3
network technicians and 2 help desk technicians.
. Ensure reliable, secure telephone service for the user.
. Worked alongside with Navy/Marine Corp Intranet (NMCI) and submittal
trouble tickets for repair, activation/deactivation of Ethernet ports,
Blackberry cellular phone via service request ticketing system site.
. Served as Help desk supervisor for 60+ military personnel within my
military command element while continuous deployment of 80+
desktop/laptop units.
. Conducted basic training/troubleshoot processes on NMCI and battalion
level desktop/laptop/printing machines.
. Trained Navy and Marine personal how to use and maintain varies
military application.
Halstad Communication Inc. - Satellite Installation Technician
07/2005 - 04/2006
As a Satellite technician, responsibility were to provide our customers
excellent service while installing, troubleshooting, maintaining and
upgrading satellite TV systems and equipment
. Planned and coordinated installations by reviewing installation
orders/guideline.
. Gathered equipment, supplies, tools and coordinated schedules with
customers
. Coordinates daily schedules.
. Resolving concerns and answering questions, by listening to customer's
explanation of problems; diagnosing, troubleshooting, and repairing
problem.
. Upgrading systems to provide more reliable electricity to homes and
businesses. by replacing and upgrading components; referring to
schematics, manuals and manufacturers' instructions.
. Plans installations by evaluating location; locating access; laying-
out equipment and wiring plan.
. Deliver quality services to our customers and ensure products and
services are explained.
. Testing equipment and connections, identifying and correcting problems
. Maintains safe work environment by following safe practices.
REFERENCES
Available Upon Request
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