Customer Service Manager
Resume:
Susan A. Duenas ****
McNutt Road
Augusta, GA ***06
********@*****.***
Profile
System Solutions-oriented IT professional with 8+ years of
Administration experience providing network and systems solutions to meet
Network challenging operational requirements. Experience in
Administration management, development, and delivery of information
Inventory technology support services, including configuration,
Management installation, maintenance, troubleshooting, and recurrent
IT Infrastructure training.
Projects Possesses Secret security clearance and experienced on a
IT Vision & wide variety of platforms, architectures, and protocols.
Leadership Proven record in the design, implementation, and management
Disaster Recovery of networking solutions to meet unique business demands.
Planning Recognized as the 'go-to person' for immediate resolution
Technical Support of a broad range of hardware, software, and networking
issues. Possesses a strong technical and leadership
background with a solid history of delivering, mentoring,
and successful project completion.
Technical Summary
Operating Systems Windows NT/2000/2003/XP
Software Exchange 2003, Web Interface Services Environment,
Applications Microsoft Virtual Server, Norton Ghost
KG-235, KIV-7, KYK-13, AN/CYZ-10
Communication NTbackup, Veritas Backup Exec
Security Solarwinds Orion Network Performance Monitor
Back-up Cisco 2900 series routers, Cisco Catalyst switches, Cisco
Applications Unified Communications Manager
Management Consoles
Networking
Equipment
Professional Experience
United States Army, Various Domestic and International Locations 2000 -
2009
Information Systems Team Leader/Network Administrator (2003-2009)
Provided reliable and robust secure and non-secure local and wide area
network access to over 200 personnel in various tactical environments.
Oversaw the pre-configuration, installation, operation, and maintenance of
domain controllers, exchange servers, file servers, encryption devices,
video teleconferencing equipment, Cisco networking devices, Voice over IP
phones, STU-III secure phones, and a defense messaging system suite.
Supervised 10 personnel and additionally responsible for the accountability
of data equipment valued at over $2 million.
Key Contributions & Results:
< Recognized for multiple major awards and medals for demonstrating
professionalism, leadership and technical skill as shift supervisor. Lead
a group of technicians in the movement, installation, and operation of
tactical information systems modules used throughout various training
exercises and real world operations.
< Applied strong interpersonal and communication skills while working with
a wide range of internal and external multinational clients to gain
valuable insight, avoid potential problems, and facilitate the timely
completion of projects.
< Provided in-depth technical training to 20+ employees ensuring team
members had the technical knowledge and skills to maximum system
performance, efficiency, security and availability.
Susan A. Duenas - Page Two
********@*****.***
Professional Experience
(Continued from Page 1)
< Showcased capacity to maintain high-level, confidential information and
devices; ensured proper control and safeguarding procedures were employed
during the transport and utilization of classified material.
Information Systems Analyst/ Helpdesk Support (2000-2003)
Provided onsite and remote desktop support to over 400 end users.
Performed diagnostics and repair of system hardware, software, and network
connectivity issues. Completed routine preventative maintenance on
workstations and peripherals to include software and hardware upgrades.
Completed copper and fiber cable installations and maintenance. Tracked and
documented all data equipment.
Key Contributions & Results:
< Excellent work ethic and strong customer service skills; assisted in
successfully upgrading 180 workstations from Windows 2000 to Windows XP
with minimal user down time.
< Solely responsible for the turn-in and lifecycle replacement of over 50
machines and excess items; resulted in improved system functionality,
security, and inventory management.
< Eased new personnel integration by creating a continuity book outlining
duties and responsibilities, policies, troubleshooting procedures, how to
accomplish common tasks, personnel and equipment data, and software
licenses.
ACADEMIC & TECHNICAL
CERTICATIONS
A.A. Computer Studies, University of Maryland University College, Adelphi,
MD (Aug 2010)
Comptia Security+ (May 2010)
Training & Development
Secure Terminal Equipment / Terminal Privilege Authority (STE/TPA)
Systems Administrator / Network Manager Security Course (80 Hours)
Advanced Cisco Security Course (40 Hours)
Basic Communications-Electronics Fiber Installer Course (40 Hours)
Tactical Message Systems Course (96 Hours)
Information Technology Essentials Level 1 Certificate
Awards & Recognition
Joint Service Achievement Medal (2nd award)
Army Commendation Medal (3rd award)
Army Achievement Medal (2nd award)
Trainer/Maintainer of the Quarter 2006
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