Customer Service Security

ROBERT D. KIMBLE

*** ******* ***** ******* ****, Tennessee 37015

Email: *********@*****.*** Mobile: 615-***-****

Summary of Qualifications

Dynamic systems administrator and security professional with 8 years of IT experience and a history of maximizing systems functionality, quality, availability, and capacity.

Positive team leader with proven ability to improve processes / client services, create value and leverage a unique blend of managerial, technical, and hands-on expertise.

Experienced in fast paced, pressure filled customer service environments interacting with all levels of management and clients.

Honorably discharged veteran who spent 11 years in the United States Army Infantry. Currently holds an active SECRET security clearance.

TECHNICAL SKILLS

Certifications: MCTS: Windows 7, Security+, Network+, A+, Certified Helpdesk Analyst

Hardware: Servers, Workstations & Laptops (HP, Dell & Sun), RAID, SCSI Devices, Network Cards

Networking: LAN/WAN, TCP/IP, Ethernet, 802.11, DHCP, DNS, FTP, SSH, Telnet, Frame Relay, DSL/Cable

Operating Systems: Microsoft 2008/2003 Server, Windows 7/ Vista/ XP, RedHat Linux 5.5

Software: Microsoft Office Suite, Active Directory, Visio, Symantec & McAfee Antivirus, Remedy,

LANDesk, Cisco VPN, MIRC Chat, GFI Languard, ISS, SharePoint Portal Server 2003,

Retina Security Scanner, PureEdge, Norton Ghost, Acronis,

EDUCATION

Bachelor of Science, Information Systems Security: ITT Technical Institute Nashville (2006)

PROFESSIONAL EXPERIENCE

Research, Analysis and Maintenance, Inc. (RAM), Fort Campbell, KY 2011 to Present

RAM provides professional support to the U.S. Government and private industry within two core business areas - information systems and technical services.

Technical Integration Technician

Currently supporting the Live Virtual Constructive Integrating Architecture (LVC-IA). Responsible for managing the current system and software architecture supporting current DIACAP standards and updates. Provide operation and maintenance support for the operation of the exercise control (EXCON) capability. Operation of the enterprise after action review (EAAR) capability; operation of the classified LVC-IA backbone; operation of the unclassified LVC-IA backbone; operation of the common training instrumentation architecture (CTIA) and high level architecture (HLA) gateway; operation of the virtual distributed interactive simulation (VDIS) and HLA gateway; operation of the command, control, communication, computers and intelligence (C4I) and simulation (SIM) gateway; operation of the LVC-IA cross domain solution (CDS); operation of the distributed interactive simulation (DIS) signal collector; operation of the EAAR analyst workstation; operation of the SIM data collector system; operation of the Internet Web portal; and operation of the LVC-IA scenario developer system. Support the overall program exercise preparation and exercise execution, including provide support for up to 12 hours per person during 24 hour exercise operation and other exercises, training events, and planning. Serves as a system administrator or network technician. Develop and provide briefings for each supported exercise. Develop and provide exercise support schedules for each supported exercise. Provide inventory of take home package that is provided to training unit for each exercise technical summary report for each supported exercise, including written records of meetings, conferences, and working groups.

HCA Healthcare, Brentwood, TN 2010 to 2011

The nations leading provider of healthcare services, composed of locally managed facilities that include 163 hospitals and 105 free standing surgery centers.

Systems Administrator (HCAPS)

Assesses and supports all servers and storage environments for all centralized division and/or facility equipment as identified during acquisitions. Provides recommendations and/or implementation assistance of equipment/applications required for image archive and disaster recovery. Provides server and desktop technology support, including operating system maintenance, application maintenance and ensures division and facility-based systems adhere to HCA IT&S security, user access and configuration policies. Works very closely with other corporate, division and facility technical personnel to coordinate the implementation and ongoing support of systems physically hosted at the division data center and facility locations. Diagnoses server and storage devices, provides support for incidents which cannot be resolved by the division service desk or technical analysts, and coordinates installation of new equipment for facility projects.

ASCEND INTELLIGENCE, LLC (now General Dynamics C4 Systems) Bagram, Afghanistan 2009 to 2010

Premier technology firm focusing on defense / military solutions.

Field Service Representative, Tactical Ground Reporting (TIGR) Project

Maximized network availability and functionality for a web based information-centric application (TIGR) that provides data collection/reporting options for decision-makers. System is outage-resistant and operates seamlessly on military’s classified network. Maintained WAN connectivity and synchronization for 155 Windows 2003 servers. Installed and administered IIS and MySQL on all servers. Edited XML files to ensure the accuracy of the satellite

imagery used on all servers. Employed updates to ensure alignment with Department of Defense server patching guidelines. Optimized servers by installing latest anti-virus software / solutions and by disseminating imagery to servers in remote location. Scrubbed MySQL database of improper globally unique identifiers by executing regular queries. Built strong relationships with end users; resolved issues and conducted TIGR user training programs.

Major Contributions: Grew user base for the classified TIGR system from 4,000 to 30,000 in 1 year.Expanded TIGR presence in overseas area of operations from 35 to 155 servers in 1 year.Participated in project to position the TIGR system for global sales, clearing the system of classified

content (for foreign sales), transitioning 95% of data to a cutting-edge new database, and developing

a framework for a cross-domain solution.

GENERAL DYNAMICS INFORMATION TECHNOLOGY (GDIT), Fort Campbell, Kentucky 2008 to 2009

IT division of the government and military systems development / integration leader.

Senior Analyst, Functional

Contributed to development of simulation exercise designs and requirements. Facilitated simulations by configuring, managing and troubleshooting Battle Command Server suite (Windows 2003 Active Directory and Domain Controllers, Exchange, Sharepoint, and numerous other proprietary military systems) during military exercises. Administered and monitored network security. Performed configuration management on all systems. Installed and configured Local Area Network (LAN) to include Cisco routers and switches. Provided network troubleshooting and support to include end-to end connections of systems. Provided technical support and training for instructors, customers and end-users. Participated in special projects as required.

Major Contributions: Increased effectiveness of numerous Tactical Data Systems in capacity as Lead Digital Tech while

serving as secondary tech on multiple key systems.Provided training and support for hundreds of soldiers increasing technical competence prior to

deploying overseas.Improved efficiency by integrating knowledge of change management into military context.

DAVITA HEALTHCARE, Brentwood, Tennessee 2005 to 2008

Premier national dialysis services firm. 2,200 sites (outpatient and hospital), ~ 115,000 patients.

Senior Technical Support Analyst (2005 to 2008)

Managed 5-8 support analysts. Provided 2nd level escalation technical support. Diagnosed and resolved IT issues. Contributed to analysis and development of security issue solutions; monitored 12 intrusion detection systems, conducted investigations, and apprised IT security team of findings. Gathered data on service efficiency and delivered presentations to senior management.

Major Contributions: Improved the Information Technology Service and Support (ITSS) team’s enterprise-wide customer

rating from 53rd to 3rd within 6 months (as key contributor to unit).Reduced service desk’s average call response time 83% (3 minutes to 30 seconds) in collaboration

with colleagues.Added value beyond job description by participating in troubleshooting and security incident

resolution on voluntary basis.Earned elevation to Senior Technical Analyst and recognition as Certified Helpdesk Analyst.

INFO COMPUTER / NASHVILLE COMPUTER, Brentwood, Tennessee 2005

Prominent technology solutions firm and consultancy.

Service Engineer

Drove client satisfaction by improving security, installing networks, and performing troubleshooting, repairs, and maintenance effectively. Assembled and configured 300 customized PCs. Provided hardware/software troubleshooting both onsite and on location. Designed configured wireless networks for new construction and existing structures, installing infrastructure hardware.

U.S. ARMY, Fort Campbell, Kentucky 1991 to 2003

PROFESSIONAL DEVELOPMENT

Dept. of Defense (Information Assurance Awareness, 8570 IAT Level 1 and Level 2 Certified)

Managing and Maintaining a Microsoft Windows Server 2003 Environment

OneSAF Version 2 User Training, Maneuver Control System Level 2

PROFESSIONAL AFFILIATIONS

Information Systems Security Assoc. (ISSA), Information Systems Audit and Control Assoc. (ISACA)

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