Customer Service Network

Keia N. Albright

P.O. Box ***

Statesboro, GA ***59

Home Phone: 405-***-****

Email: abjxqi@r.postjobfree.com

EXPERIENCE SUMMARY:

Ambitious and dedicated IT Professional offering experience in desktop/network support, project management, and

supporting highly technical government IT initiatives. Outstanding ability to communicate with people across all

backgrounds and positions, such as management and internal clients. High attention to detail. Works well with a

team and independently. Utilizes excellent oral and written communication skills to provide high-level customer

service and issue resolution and promote consensus and cooperation while working in a team environment.

Demonstrate strong analytical, troubleshooting, and technical acumen. Supervisory and training skills, as

demonstrated by my successful leadership in highly technical government organizations. Demonstrated commitment

to bottom-line objectives and professional achievement. Air Force Veteran with Active DoD Secret Security

Clearance.

EXPERIENCE:

AUG 2009 to May 2010

Hours/week: 40

Network Engineer

STGinc/Defense Logistics Agency (DLA), Tinker AFB, OK 73145

Supervisor: Richard Johnston, 843-***-****, Notify me before Contact

Recruited to interactively support network migration of over 500 Air Force users to Defense Logistics Agency (DLA)

global network. Successfully deploy and configure new workstations, laptops, printers, and BlackBerry devices.

Coordinate with users to migrate system data from enterprise server and setup profile settings to new client desktop

computer. Configure customer e-mail accounts and map Outlook files. Map to network shares, printers, and network

resources in Windows Active Directory. Grant mobile laptop users access to network by successfully configuring VPN

network services. Provide excellent customer service and end-user support by resolving client operating system,

hardware/software, and network connectivity issues as needed. Install network cards for print devices. Ensure user CAC

card credentials, digital certificates are effectively transferred and published to new client workstations. Resourcefully

support Layer 1 network functions: creating Cat-6 patch cables; route cables from patch panel to network switch,

providing client connectivity. Formulate spreadsheets and reports to provide management daily status updates on

hardware installations, network interoperability issues, and end-user trouble tickets. Conducted hard-drive re-imaging and

data migration procedures using Ghost utility to transfer data, user-profiles, and settings to new computer system.

JUL 2008 to APR 2009

Hours/week: 40

Help Desk Specialist

Chickasaw Nation Industries (CNI), Tinker AFB, OK 73145

Supervisor: Laura Carrasco, 804-***-****, OK to Contact

Served as a key member of IT team providing technology upgrades for the U.S. Air Force. Supported installations for

over 2,000 users Air Force wide. Accurately installed PC software/hardware to end-user workstations in a fast-paced

environment. Staged systems using proprietary software, utilities to unique user specifications, ensuring all software

installations were configured to strict DoD security regulations/policies. Joined client workstations to (Tinker) global

domain. Installed wireless air-cards and configured systems for mobile network access. Provided user access to local and

network printers, shared folders, and configured files system permissions to access network resources. Utilized Remedy

ticketing system to provide on-time customer support and effective resolution of end user discrepancies. Demonstrated

excellent troubleshooting skills by resolving hardware, software, and network connectivity issues in Windows Active

Directory environment. Evaluated various application errors for user and provided prompt, courteous support. Escalated

any and all unresolved problems to Technical Lead and Customer Service as needed.

Page 1 of 3

MAR 2008 to JUL 2008

Hours/week: 40

USARC/SMB Help Desk Specialist

DELL Computers, Oklahoma City, OK 73149

Supervisor: Natalie Hisle, Phone Number Not Available

Interactive participant within the U.S. Army Reserve team as an IT Specialist. Assisted over 2,000 end-users nationwide.

Exhibited exceptional IT knowledge in proactively supporting the creation of innovative solutions to meet the challenges

of network design, mobile communications, data service requirements, and Internet and network signaling protocols.

Supported security accreditation requirements for network engineering objectives, illustrating strong communication

abilities in achieving operational goals and timelines. Consistently maintain an extremely thorough knowledge of all

facets of network support, telecommunications principles, operating systems, and hardware characteristics. Coordinated

with team members to help develop the Project Tracking System to increase collaboration efforts and sustain project

initiatives and timelines. Processed customer tickets through the Unicenter ticketing tool.

NOV 2003 to NOV 2007

Hours/week: 40

Information Manager (IM)/ Client Support Administrator (CSA), SRA, E-4

United States Air Force, 552 Air Control Wing, Tinker AFB, OK 73145

Supervisor: Kelly Van Etten, 405-***-****, OK to Contact

Performed and managed clerical support, information systems, technology support tasks for senior leadership. Provided

continuous reliable network, and customer support by installing, repairing, and maintaining all Automated Data Process

Equipment (ADPE), software installation, database administration, and system applications. Developed and implemented

web pages. Created manual and automated file plans. Determined the need for electronic record keeping systems and

developed procedures for storage, retrieval, and disposition. Performed and supervised privacy Act and Freedom of

Information Act tasks and functions. Consistent when performing work and gathering information. Implemented

procedures for manual and electronic creation, control, coordination, dissemination, and disposal of administrative

communications. Prepared and provided guidance and assistance on preparing official memorandums, messages, and

reports. Updated security patches on computers helping identify and correct network security vulnerabilities. Analyzed

existing technology and recommended cost effective plans for enhancements. Reimaged and migrated machines per DoD

policy. Configured user Microsoft Office outlook accounts, maintained software/hardware, database administration, and

system applications. Monitored and managed anti-virus system security programs and made sure requirements were meet.

Reported incidents and applied corrective security procedures. Applied system analysis techniques and procedures,

including consulting with users, to determine system functional specifications based on users profile. Managed users,

computers and security groups in the Active Directory. Maintained equipment and created work order logs for 552

ACW/IG, 552 ACW/FM, and 552 ACW/SE. Supported security accreditation requirements for network engineering

objectives, illustrating strong communication abilities in achieving operational goals and time lines. Improved data

quality within computing services by initiating, developing and implementing the Cradle to Grave. Viewed as subject

matter expert and technical resource by superiors, peers in matters relating to active projects.

FORMAL EDUCATION:

High School: Lake Wales Senior High, #1 Highlander Way, Lake Wales, FL 33853, Diploma, 05/2003

JOB-RELATED SKILLS:

Operating Systems: Windows XP/Vista/2000

Networking: Windows Active Directory, TCP/IP, DNS, DHCP, TELNET, TFTP, FTP, firewalls, Cisco VPN

Applications: MS Office Suite 2003/2007 (Word, Excel, PowerPoint, FrontPage, Outlook) Adobe Photoshop,

MS Visio, VMware Workstation, Adobe Acrobat Professional and Reader, Macromedia Studio

Support Tools: Symantec Ghost, Norton Anti-virus, McAfee Virus-Scan, Pointsec Media Encryption, SMS

Hardware: Dell desktops, laptops, and servers, IBM desktops and laptops, HP desktops, network cabling,

BlackBerry, NetGear routers and hubs, Cisco Switches, Linksys routers, HP, Kyocera, and

Lexmark printers

Page 2 of 3

JOB-RELATED TRAINING:

Automated Data Processing Equipment Custodian (Aug/04); Automated Data Processing Software Custodian (Aug/04);

Records Management Training (Jul/04); Air Force Workgroup Management (WM) Course- 40 hours (Oct/05); Defense

Travel System (Oct/05); Outlook 2003- Level 2 (Sep/06); Managing and Maintaining a Microsoft Windows Server 2003

(Sep/06); Windows 2002 XP Level 2 (Sep/06); Information Assurance (Jun/07)

PROFESSIONAL CERTIFICATIONS:

Information Technology Infrastructure Library (ITIL) Certified

AWARDS AND ADDITIONAL INFORMATION:

Honorable Discharge, U.S. Air Force, 11/17/2007

Secret Security Clearance, 11/18/2003, U.S. Air Force

Keia N. Albright

Page 3 of 3

Contact this candidate