Management Customer Service

D avid May

*** * *****, ******* ****, OK ***** 716-***-**** *********@*****.***

Microsoft Certified Technology Specialist with expertise in

system administration, server administration,

networking, and technical support

S UM MARY OF QUAL I F ICAT IONS

5+ years of cross-platform experience as system administrator, and hands on customer support specialist

8+ years of personal and professional technical experience, to include installation, maintenance, and repair of PC/laptop

hardware, operating systems, peripherals, as well as TCP/IP networking experience

Expertise with Microsoft Windows OS’s from 9x to Windows 7 to include Server 03/08 R2 and Exchange 03/07/10

CompTIA Security + Certified

Microsoft Certified Technology Specialist (MCTS): Windows 7 Configuration

Develop strong working relations with co-workers, and management as well as rapport with local and remote clients

Excellent and professional verbal and written communication skills

PROESSIONAL EXPER IENCE

Defense Information Systems Agency, Tinker Air Base, M idwest City, OK 12/201*-**-****

System Administrator

Provide expert technical guidance, interpretation, and implementation oversight of applicable information security policies,

p rocesses, and practices to ensure continued operational availability and integrity of enterprise applications, systems,

networks, and data.

Implement systems diagnostic and maintenance tools that ensure the availability and functionality of DoD systems such as

McAfee ePolicy Orchestrator (ePO), McAfee Host Based Security System, VMware Virtual Infrastructure Client (VIC),

W indows Remote Desktop and BMC BladeLogic.

Serve as a resident technical authority of the Windows systems branch and provide support to a Defense Information

Systems Agency (DISA) customer base for the installation, configuration, troubleshooting and maintenance of all hardware

and software; ensuring the availability and functionality of information systems within the server environment.

Extensive knowledge of Windows Server 2003, Windows Server 2008, and other server environments that are used in the

d irect support of customer applications including; Sybase Jaguar, Microsoft Internet Information Systems (IIS), Oracle

client, Hercules, HBSS and ePO.

Maintain official documentation of security posture of information systems.

Analyze security vulnerabilities and risks and oversee the management of accounts, network rights, and access to DoD

systems and DISA equipment.

Establish technical management of customer computing requirements for assigned systems and applications, in response to

i nternal and external customer requirements of the DoD.

Collect customer information to evaluate the practicality of operational improvements and/or new systems development

p rojects.

Plans and coordinate the installation of new products or equipment in a server environment by controlling current versions

and future releases of application software, and document the physical configuration of information systems .

D ell Call Center, Oklahoma City, OK

Client Support Specialist Sr Associate 10/2012-12/2012

Managed time efficiently while balancing incoming calls with follow up and outbound calls as appropriated by my

leadership

Documented step by step resolution steps to allow easy follow up for myself and other team members in my absence.

Ability to use several computer programs at once, while dealing with customers on the phone

Able to communicate effectively and work both alone and in a team environment

Performed well under high stress situations and in a fast paced environment

Excellent telephone skills and people skills

Managed call flow and rerouted calls to the appropriate locations in the event that a customer arrived to the wrong

department

Took ownership of my customers and strived to solve their computer related issues until resolution

N etwork Technologies I nc, Olathe, KS

Network Engineer 02/2012-06/2012

Supported over 150 different small and medium companies contracted with my organization for managed IT services both

on site and via remote software such as LogMeIn and LabTech remote monitoring and management software

Supervised and administered the configuration, maintenance, and reporting for all LAN services including Active

D irectory, Group Policy, user accounts and rights managerment, and access to systems and equipment

Performed server configuration and management in multi server environments to include DNS and DHCP. As well as User

and computer account management over a scope of different platforms

Managed flow and ticket assignment to a team of 7 engineers processed by the Connectwise ticketing and management

system

Install configure and manage multiple server environments to include Windows Server 2003 and Windows Server 2008 as

well as their counterparts Exchange 2003 and Exchange 2007

Install configure and manage assorted desktop operating systems to include Windows 9x, Windows XP, Vista, and

W indows 7

Required to become a subject matter expert on a variety of third party software and proprietary programs used by clients

for the purpose of troubleshooting and management

Communicate effectively with various skill levels of PC users

Thoroughly documented and followed incident tracking system from the input of issues through resolutions, including any

necessary escalation

Provide exceptional customer service in a modern support center

Department of Defense, Fort Leavenworth, KS

Systems Administrator/Information Management Officer 09/2010-02/2012

Spearheaded the administration, design, and migration to Sharepoint 2010 from an outdated and unorganized Sharepoint

2007 site

Was the lead SA responsible for migration of 100 plus users and data from a local email server to an enterprise email

solution based in Oklahoma City

Image, update, and configure over 100 machines to comply with Life Cycle Replacement procedures

Provided administration, configuration, maintenance, analysis, and reporting for all LAN services to include Active

D irectory, Group Policy, Storage Area Network, user accounts, network rights, and access to systems and equipment

Installed configured and maintained hardware, software, and network systems diagnosing and solving complex problems to

ensure near constant confidentiality, integrity, and availability

Initiated trouble ticket submission to remedy issues that were outside my network permissions or position

Implemented security procedures and developed standard operating procedures to comply with new regulations

Performed network system security support functions by reviewing security compliance reports, reviewing weekly scans for

v ulnerabilities and correcting any detected vulnerabilities

Supported mobile network reach back connectivity during exercises away from the main installation utilizing Virtual

P rivate Networking and virtual desktop technologies

US ARMY, Heidelberg/Schwetzingen Germany

I nformation Management Officer / Assistant System Administrator 06/2008 - 05/2010

Performed Tier I and I I hardware and software troubleshooting and maintenance for 300 computers and 40 printers

t hroughout a WAN. Expanding over 600 users

Served as Active Directory Admin responsible for the addition, deletion, and maintenance of all user and computer

accounts in my domain

Developed a “crash course” handout for new users to eliminate costly and time consuming course originally required before

users could access the network

Supervised the migration of a topology of 600 Windows XP machines to Windows Vista almost two full months ahead of

schedule.

Administered and maintained physical and environmental security. Involved with administering security alerts to

management and staff

Performed hands-on administration, monitoring, and troubleshooting of Local Area network (LAN), resulting in optimum

performance and minimum downtime

US ARMY, Schwetzingen Germany

Power Generation Technician 02/2007 - 02/2009

MACHINERY MAINTENANCE

Supervised and trained 5 personnel in a power generation maintenance shop

Responsible for the maintenance and accountability of 30 US ARMY power generators valued at approximately $950,000

Repaired, installed, and tested electrical systems and power generation equipment Provided direct maintenance, to repair,

and fabrication of generator housing, and trailers

Assisted in the fielding and sustaining of a 1000 kilowatt power grid in support of military exercises

Interpreted schematics and wiring diagrams for 10, 15, 30, and 60 kilowatt power generators

LOGISTICAL MANAGEMENT

Oversaw the organization the cataloging of a library of 150 US ARMY manuals and publications

Instituted a superior paperback and electronic publications ordering system saving the government approximately 50,000

dollars a year

CERT I F ICAT ION AND M I L ITARY I N FOR MAT ION TECHONLOGY EXPER IENCE

Certifications:

CompTIA Security Plus 2011

Microsoft Certified Technology Specialist (MCTS): Windows 7 Configuration

Military courses:

CompTIA Security Plus Training course 2011

Information Management Officer Certification Course 2009

Information Assurance Security Course 2009

CIO G-6/NETCOM IA 220-602 A+ IT Technician (Learning Program) 2009

CIO G-6/NETCOM IA 220-601 A+ Essentials (Learning Program) 2009

Additional I nformation:

Valid KS Drivers License

Typing speed: 70 wpm

Experienced with the following:

Operating Systems: W indows XP/Vista, Windows 7 and 8 as well as Windows Server 03/08 R2 and Exchange 2003/2007/2010

Software: Connectwise, Labtech, LogMeIn,/LogMeIn Rescue, Sharepoint, Remedy, Dame Ware, Microsoft Office suite, Microsoft

Works, Adobe CS3, McAfee, Norton /Symantec, Trend Micro, WinZip, Norton Ghost, Acrobat Writer / Reader, Adaptec Easy CD

C reator, Backup Exec, Shadow Protect,

H a rdware: Assorted brands of hardware architecture to include Dell, HP, Gateway, ASUS, and Lenovo, laptops and desktop

systems as well as touch tablets. Installation troubleshooting and replacement of internal components such as PSUs, CPUs, and

RAM. Troubleshooting, installation, and replacement of PCI, MiniPCI, PCI Express, and MiniPCI Express hardware such as sound,

v ideo, and network interface cards.

N etworking/Networking Hardware: TCP/IP, IP Addressing, VoIP, LAN/WAN/CAN and Wi-Fi Technology, Network Architecture,

Website Management.. Network Equipment, Routers, Switches, Hubs, SonicWALL firewals, Ethernet Connections, CAT5 cabling,

Network Security

For security purposes references are available upon request

Contact this candidate