Analyst Software
Resume:
Tom L. Smith
**** ****** ***** **. ********** *5810
> *********@*****.*** cell 256-***-**** Home phone 256-***-****
Interim Security Clearance
PROFESSIONAL OBJECTIVE
Information Technology IT Specialist Profile recognized for effective
troubleshooting skills responsible for troubleshooting operating systems,
Network connectivity issues. I also provided End Users support with
Commercial off the shelf software, as well as proprietary software support.
I have been selected numerous times to be on special teams to support
highly visible project for NASA, and for Department of Defense. As a Team
Lead I was responsible for delegating tasks, training personnel on
processes and procedures. Another function was to write detail outage
reports. I turned a negative non productive work environment in to positive
and productive work environment. I created a Duty Matrix that distributed
and balance the work load, and provided accountability.
Tier II Support personnel
Advance troubleshooting skills with Windows Operating Systems.
Advance troubleshooting skills within the Group policies, and Security
Template
Advance troubleshooting skills with making changes within the registry
I have shown the ability to be Proficient with utilizing various
software utilities for troubleshooting software, and network issues.
I have been part of advance migration teams for transitioning End
users to another operating systems, As well as transitioning numerous
domains to email client over a Wide Area Network.
SUMMARY OF QUALIFICATIONS
Senior analyst with over 13 years of technical experience ranging
from building computers to maintaining computer on Microsoft and
Novell network, including software OS and application installation,
troubleshooting issues; installing CAT 5 network cables throughout
the facility; maintaining hardware and software inventories;
ordering parts and computers. Responsible for integration and
installation of various computer and radio communication equipment
into HMMWV M934, 1068 Trucks, and ISO Shelters; general modification
of the vehicles; installation and building of various RF cable and
power cables
. Responsible for training personnel with the integration
and testing and fielding of Tactical Operational centers,
. built various RF cable and power cables; maintaining
accurate documentation of manufacturing processes; and then
integrated the cable in to Tactical operation Centers.
. served in the role as Field Supported service for the 4th
ID the 1st Brigade in an advanced war fighting experiment. (AWE)
at the National Training Center (NTC), 4/1997
. As an Analyst I am highly skilled in testing and
troubleshooting mechanical and electronic assembly. Also perform
setup and calibration testing on components, assemblies of final
products.
. I have perfected effective interpersonal skills for
directing personnel developing objectives, delegating
activities, and achieving goals.
PROFESSIONAL EXPERIENCE
Alutiiq - Garrison Doim DOD contractor/ 360 Quality Circle Northwest
Huntsville, AL 35806-4548
August 2007 - Present\Senior Helpdesk Tier II Analyst
Analyst duties consist of supporting End-Users and others Helpdesk Analyst.
Training new personnel
. I am currently on the Vista Migration Team. Troubleshooting and
identifying various issues after personnel has been migrated to
Vista.
. Assist end-user with Exchange configuration. Troubleshooting
sending and receiving. Provide PST Support, and configuration.
. Provisioning Domain accounts in Active Directory and on End User
Workstations
. VPN supports consist of initial setup. Troubleshooting
connectivity issues.
. Imaging Workstations and Laptops with XP and Vista loads.
. Troubleshoot DNS issue with connecting to various websites.
. . Utilize Remedy Software for entering tickets.
. Troubleshoot PKI issues with logon to the domain and
Authenticating to various websites.
. Troubleshoot network connectivity issues for workstations and
printer.
. Provide initial setup of scanners and network printers to the
network.
. Utilize Active Directory to troubleshoot account issues across
domains. Too delete accounts. Add workstations, move personnel
and hardware to various containers.
. As a Tier II Analyst I provide a more in depth troubleshooting
for the end-user and assist other analyst with guidance and
troubleshooting support.
. Utilize remote desktop to assist end users
EMCO\Lockheed Martin, Huntsville, Alabama NASA contractor
140 Research Boulevard
Madison, AL 35758-2016
February 2005 - June 2007
2ndShift Lead\ Helpdesk Analyst
Senior Helpdesk Analyst duties consisted
. consisted of supporting End users with operating systems
from Window 98, to windows 2000\XP. And some MAC OS X.
. Supported End User utilizing various emails clients from
Outlook/Exchange, Eudora/pop from sending and receiving
issues, to email configuration.
. Assisted End User's with Virtual Private Network (VPN)
connectivity problems from various locations, to providing
directions on downloading the client installing and connecting
to their domain.
. I Supported the End user's with Word and Excel and other
Microsoft Products issues and utilization of the product. Also
provided support on other commercial off the shelf products.
. assisted other analyst and Network and System
Administrators with troubleshooting outages across Wide Area
Network (WAN).
. As Shift lead duties consist of running the daily Open
and Closed ticket reports. I also provided management with
detail outages reports.
. I was responsible for to continually provide training to
personnel on processes and procedures on fourteen other
domains that we supported
.
. Supported the End user's with Dial-up connectivity and
Authentication issues also assisted the End User with problems
connecting to the Local Area Network on both DHCP and static
addresses.
. provided Active Directory support resetting and
unlocking accounts. Grant end user Admin rights, and
verification of accounts status.
. Customer satisfaction score 89 % first call resolution
85 %
PROFESSIONAL EXPERIENCE
Sverdrup Jacob Corporation, Huntsville, Alabama DOD Contractor/ 6703
Odyssey/ 256-***-****/ Huntsville, AL 35806-3308
August 2002 - October 2003
Help Desk Computer Operator/Technician
. Responsible for monitoring LAN and WAN using Big
Brother software;
. monitoring production loads using Oracle Enterprise
Manager Software
. ; assisting End - users with desktop applications
and printer support
. troubleshooting and resolving LAN and WAN issues
. Responsible for writing hourly status reports on
the LAN and WAN
PROFESSIONAL EXPERIENCE
COLSA Corporation - Advanced Research Center (ARC
April 2001 - October 2002
Help Desk Computer Technician
Responsible for logging help desk tickets;
running daily open tickets and closed tickets
reports;
Managing conference schedules
PROFESSIONAL EXPERIENCE
COLSA Corporation
April 2000 - April 2001
Computer Technician II
. Responsible for maintaining PC's on a Novell and Microsoft
network,
. including software OS and application installation,
troubleshooting issues;
. installing CAT 5 network cables throughout the facility
. Toning network lines ports back to the routers.
. Format Hardrive
. Setup network printers. And troubleshooting various printer
issues.
. Provided troubleshooting commercial off the shelf software.
. Configure Exchange configuration of workstations. And basic
troubleshooting sending and receiving issues.
PROFESSIONAL EXPERIENCE
Brown International Corporation,
February 1996 - April 2000
Manufacturing Lead/Field Service Engineer
. Responsible for integration and installation of various computer
and radio communication equipment into HMMWV M934, 1068 Trucks,
and ISO Shelters;
. general modification of the vehicles
. installation and building of various RF cable and power cables
. maintaining accurate documentation of manufacturing processes;
installation and integration of electronics equipment
. Field Product and assisted with testing after product was setup
in structure pods.
. Provided field support for extended periods of time for Task
Force XXI Advanced War fighter Experiment (AWE) at Ft Hood
PROFESSIONAL EXPERIENCE
SCI Systems
June 1994 - January 1996
Electronic Assembler
. Responsible for computer chassis preparation and build;
. wake-up operator; initializing hard drive processors;
. configuring motherboards;
. Installed Floppy drives.
. Power supplies. Functional test.
EDUCATION
Drake State Technical College, Huntsville, Alabama
Associate Degree: Electronics Technology
Microsoft Certifications
Outlook specialist certified
Word specialist certified
Security + certified
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