Customer Service Engineer

Parallel Lane, Silver Spring,

MD *****

EMail: **********@****.***

Phone Cell: 202-***-****

Keith L. Giles

Objective-Obtain a position that will be challenging and rewarding that

will give me the opportunity for advancement and growth within a technology-

enhancing environment.

Experience

April 2009 - Present Various Temporary Positions (Construction,

Labor jobs, Tutoring etc

June 2008-February 2009 Intellidyne LLc. Falls Church, VA

CHCS Systems Engineer

* Manage daily activities and support of CHCS and AHLTA at the Advance

Technology Integration Center (ATIC)

* Support all CHCS modules to include but not limited to: MEPRS (Medical

Expense Performance Reporting System), Common Files, WAM (Workload

Assignment Module), RAD, LAB, Pharmacy, MRT (Medical Records Tracking), and

provides Data Quality initiatives. Validates, updates, cleanup, maintain

and resolve issues within CHCS and AHLTA Scope.

* Provide support for MSA1000 storage cabinet & Alpha Servers DS10s and

GS140s

* Interact with customer to receive priorities, and then manages workflow

to accomplish mission.

* Load new software releases and maintenance updates at the ATIC and

troubleshoot LAN/WAN network communications, operations, hardware and

application software

Nov 2006- June 2008 Northrop Grumman IT Chantilly, VA

Data Base Assistant 3

* Provide Tier 3 help desk and testing support for AHLTA/CHCS medical

systems and software development project.

* Responsible for providing software baseline testing support prior to full

systems operations.

* Also provide additional support in the following areas: Troubleshooting

application issue, regression testing, test procedure verification and

business process testing.

* Utilize IBM's Manage Now ticketing system to track issues within the

system. Also utilizes DT&E, SSH Secure File transfer, SQL Database, PC

Anywhere.

Dec 2004-March 2006 Agentrics LLC . Alexandria, VA

Network Control Analyst

* Responsible for all aspects of proactive network management of WWRE

systems and applications.

* Provide performance management reports for the following: Throughput

management/capacity statistics, application/network performance analysis,

network usage, and intrusion/surveillance data.

* Responsible for providing Tier 1 and 2 support for desktop resolution

(i.e. password resets, firewall change request, etc.)

* Applications were run through Windows 2000 Professional.

* Connect business clients using Microsoft Live Meeting.

* Utilize Siebel 2000 tracking system for problem identification and

escalation

Jan 2003-Sep 2004 Retail Sales Norwich, CT Owner/Business Manager

* Provided ownership/management oversight of a retail manufacturing and

apparel operation

* Managed business revenues in excess of 200K

* Retail operation specialized in urban fashion for men, women and children

Aug 2001-Oct 2002 InPhonic.Inc Largo, MD Technical Help Desk

* Provided Help Desk Support to troubleshoot remote customers ability to

access Unified Communications Tools that provided various services for

InPhonic customers.

* Responsible for desktop restoration, customer accounts, and overall

system administration for web enabled services for email, fax, and

voicemail.

* Responsible for maintaining retail services for multiple cellular

providers to include retail phones sales and service plans.

* Stay up-to-date on new wireless phones and wireless phone technology.

* Programs and Applications were utilized through Windows 2000.

Nov 1999-July 2001 MCI WorldCom Reston, VA Telecom Engineer

* Provide troubleshooting assistance for local exchange carriers.

* Troubleshoot customer's connectivity for ATM or Frame Relay circuits

assembled for local and long distance phone service, video conferencing,

Local Area and Wide Area Networks, and Internet connection.

* Programs were run using Windows NT. Utilized Microsoft Word and Excel for

spreadsheets.

* Provide Tier1/2 support for clients experiencing problems accessing phone

service accounts

* Responsible for provisioning circuits for activation and deactivation.

* Produce weekly analysis reports regarding incoming customer call issues

such as nature of call, how issue was resolved, and length of

call/resolution.

July 2000-Dec 2000 Network Access Solutions Reston, VA

Technical Support Representative

* Provide technical support for customers that have Network Access

Solution's various software packages such as DSL Internet, DSL E-Mail, and

DNS.

* Troubleshoot and resolve customer related issues related to router

configurations or system anomalies.

* Utilized various tools network management applications: Remedy AR System,

Clarify eBusiness Applications, HPOpenView, Microsoft Office

Jan 1999-Aug 1999 Riverside Regional Medical Center Newport News, VA

Materials Management

*Responsible for management of medical supplies distributed throughout the

Riverside Regional Medical Center.

*Team lead for technicians also responsible for all customer service needs

or issues within the department.

* Responsible for maintaining active database management system called Par

Excellence 1.3 - System used to count already used medical items such as IV

bags, syringes, and other items.

Education 1996-1997 Thomas Nelson Community College Hampton, VA

A.S. Computer Science 30 hours

2007-Present Northern Virginia Community College Sterling,

VA

Currently Pursuing A.S. Information Systems Technology/ Network

Engineering

** Previously held a Public Trust Security Clearance at Intellidyne LLc.

and Northrop Grumman **

Technical Skills: Efficient desktop support skills on Windows operating

systems. Some Knowledge of TCP/IP networking. Exceptional analytical and

problem solving skills. Excellent verbal and written communications skills.

Computer skills include but not limited to Windows 98/NT/2000/XP/ 7, Mac

OS, Microsoft Office (Outlook, Excel, Live Meeting), WWW, some work with

UNIX programs and various other software packages. Very organized and

detailed. Highly motivated, energetic, and task orientated.

Contact this candidate