Customer Service Manager

Mark A. Scott

**** ****** **., ********, ** ***24

719-***-**** - *************@*****.***

SUMMARY OF QUALIFICATIONS:

?15 years experience: IT Management, Network Support, Help Desk services

and Property Control

? Active Top Secret Security Clearance, SSBI investigation; Previously

cleared TS/SCI

? HARDWARE: GFE, Desktops, servers, laptops, peripheral devices,

EIA568/Fiber Optic cabling install and testing

? PLATFORMS: Windows 9X, NT, 2K, XP, Vista, Microsoft Server 2003, Exchange

Server 5.5

? APPLICATIONS: MS Office Suite (Word, PowerPoint, Excel, Outlook, Access),

Cisco VPN Client, MS Visio

Remedy ARS, NetIQ Directory and Resource Administration (DRA)

? Solutions-oriented with strong interpersonal communication and customer

service skills

? Advanced troubleshooting, problem solver, multi-tasking and analytical

capabilities

? Self motivated with the ability to thrive independently or in a team

environment; consistent superior performer

? Will relocate to Colorado Springs at own expense

Availability Date: Sept 13, 2010

EXPERIENCE:

Communications Information Systems Inspector

01/2010 - Present

Office of the Inspector General, Wright Patterson AFB, OH

? Subject matter expert for ensuring Information System and network enclave

compliance to include: Intrusion

Detection/Prevention, Server/Client Administration, Certification &

Accreditation (C&A), Emissions Security (EMSEC)

and Automated Data Processing Equipment (ADPE) Management,

? First responder for Windows XP, Vista, MS Office Suite, VPN, hardware and

connectivity issues

? Establish and ensure communications requirements and capabilities for

offsite/traveling inspection teams

? Equipment Custodian: Manage inventory control, asset recovery,

redeployment, disposal, transfer, and retirement

? Highlighted 5,300 missing items during first base inspection; total value

of $5.3M. Changed organizational

processes and instilled a proactive approach to asset management across

multiple bases

Information Systems Manager

11/2005 -

12/2009

AF Operational Test & Evaluation Center, Peterson AFB, CO

? Supported 21 space, cyber and missile defense acquisition programs valued

at $270B as the maintenance

and sustainment manager of voice, data and video-teleconferencing

systems and Equipment Custodian

? Directed the technical support and customer service for 100+ users;

recognized with multiple annual awards

? Flawlessly managed $1M equipment account, tracked 610 hardware and

software items

? Expanded classified network access by deploying 36 workstations; efforts

provided no-wait access to sensitive

test and evaluations data for program analysts and senior leaders

? Led $120K VTC upgrade, scrutinized contractor estimates & install plan;

reutilized resources and saved $32K

Mark A. Scott, 937-***-****

Network Technician

6/2000 - 11/2005

National Reconnaissance Office, Chantilly, VA

? Configured and maintained encryption devices, phone switches and LAN/Wide

Area Network equipment

? Cisco switch configuration; port lock/unlock, speed and duplex mode

modification

? Resolved daily trouble calls for information systems, VoIP telephony, and

VTC services

? Installed a secure messaging system for an overseas partner. Enabled real-

time delivery of critical mission

data to high-level Department of Defense decision makers and on-the-

ground support personnel

? Detail oriented, maintained a $5.2M asset inventory dispersed across six

geographically separated locations

? Provided 95 remote sites and 3,800+ customers with access to a Top Secret

network; including property management

? Maintained e-mail and security groups, server access, operational systems

and network connectivity

? Customer Relations Manager responsible for government oversight

responsibilities of 30+ contract employees

Network Systems Administrator

11/1998 -

5/2000

Osan Air Base, Republic of Korea

? Administrator for a Windows NT server and workstation platform; ensured

DHCP, DNS, WINS, server

backup, server auditing, account management, and data restoration

services and asset management for 300+ users

? Organized a $400K network upgrade, replaced antiquated systems with

cutting edge technology

? Engineered LAN connectivity for a remote support site; provided reach

back to valuable network resources

? Developed detailed standard operating procedures; recognized by Inspector

General inspection team as best

seen to date; organization rated Outstanding

Network Control Center Technician

05/1996 -

11/1998

28th Communications Squadron, Ellsworth AFB, SD

? Technical lead on a Windows NT 4.0 and Novell 4.0 enclave; supported over

6000 customers

? Provided hardware and software requirement solutions, installed and

maintained base information systems;

selected as the base commander's primary IT support representative

? Implemented first Help Desk at an overseas location, developed courseware

and trained 15 technicians;

eliminated a three month backlog and successfully processed 1200+

trouble calls within two months

? Expedited short notice communications capabilities for a safety

investigation team; installed infrastructure,

configured systems and established domain access in five hours;

recognized by team leader for performance

COMMERCIAL TRAINING:

Client Support Administration - Maintaining and Managing Windows Server

2003 - Introduction to

Telecommunications - Introduction to TCP/IP - Hands on Windows 2000 -

Internetworking with TCP/IP

LAN Troubleshooting - PC Networking - LAN Implementation and

Configuration - Microsoft Exchange

Server - Introduction to UNIX - Red Hat Lynx Fundamentals - Advanced

Systems Operations (4 months)

EDUCATION:

AAS, Information Systems Technology, Community College of the Air Force,

Maxwell-Gunter AFB, AL

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