Customer Service Quality Assurance

Joseph Kovac

Email: *********@********.***

Address: ***** *. ******* **. **** 306

City: Aurora

State: CO

Zip: 80016

Country: USA

Phone: 720-***-****

Skill Level: Entry

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Joseph K. Kovac

23490 E. Roxbury Dr. Unit 306 Aurora, CO 80016 720-***-****

***********@**.***

INFORMATION TECHNOLOGY SPECIALIST

Security Clearance: Yes

Possess extensive experience in computer-based communications for the United States Air Force. Provided web-based services vital to enhance operational security, networked with diverse groups of personnel, accounted for multi-million dollar systems and equipment, and maintained and repaired entire computer networks. Collaborated effectively with and advised executive level officials and civilian personnel to provide the best-possible service. Innovated and implemented new training curricula and methods, and novel technological tools.

EDUCATION AND TRAINING

Education

DeVry University: Bachelors Network and Communications Management 92 out of 124 credit hours completed

Expected graduation 31 October 2013

DeVry University: Associate Network Systems Administration

Training

Trainer/Certifier Class Defense Messaging System (DMS) Administration CISCO Academy I, II and III Security +

PROFESSIONAL EXPERIENCE: US AIR FORCE

Windows Systems Administrator Nov. 2011Present

Raytheon Aerospace Data Facility - Colorado Aurora, CO

Provide customer service to over 3000 users. Perform troubleshooting, maintenance, repair, and installation such as assembling, configuring and installing new computer equipment. Create, modify and delete user accounts, workstations and peripheral devices.

Provide technical expertise to customers on a variety of software programs and hardware functions.

Manage multiple server technologies to include WSUS, file and print servers, domain controllers, Symantec Anti-virus and Backup services.

Performed software application maintenance/troubleshooting on mission systems running a variety of operating systems to include Solaris, UNIX, Linux, and Windows

Windows Systems Administrator Sept. 2010Nov. 2011

ITEC Aerospace Data Facility - Colorado Aurora, CO

Provide customer service to over 3000 users. Perform troubleshooting, maintenance, repair, and installation such as assembling, configuring and installing new computer equipment. Create, modify and delete user accounts, workstations and peripheral devices.

Provide technical expertise to customers on a variety of software programs and hardware functions.

Manage multiple server technologies to include WSUS, file and print servers, domain controllers, Symantec Anti-virus and Backup services.

Performed software application maintenance/troubleshooting on mission systems running a variety of operating systems to include Solaris, UNIX, Linux, and Windows

IT Support Help Desk Dec. 2009Sept. 2010

MODIS/Catholic Health Initiatives; Englewood, CO

Nationally support 18 states and includes 72 hospitals; 40 long-term care, assisted- and residential-living facilities; and two community health-services organizations that annual revenues reach up to $8.6 billion and rank second-largest Catholic health care system in the nation. Administered user accounts for a multitude of proprietary and third-party banking applications. Unlocked user accounts and reset passwords for multiple Windows domains and third-party hospital applications. Assisted health service employees and vendors with a combination of tier I and tier II support involving hardware, software, and remote resources.

Resolved or disseminated tickets to respective support tiers

Supported proprietary software called Meditech and McKesson used for keeping track of patient records

Have experience with supporting Citrix software mostly user accounts

Help Desk Technician Nov. 2007Dec. 2009

460th Space Communications Squadron; Buckley AFB, CO

Technically and administratively supported a $16B satellite system that provides advance warning of incoming missiles. Managed base operations by tracking and updating networks and the status of services daily. Coordinated client software installations and served as the point of contact for network outages and event management. Received and reported information regarding flying hazard notifications to pilots. Updated help desk training for new employees and accounted for 300 pieces of automatic data processing equipment (ADPE) worth $350K.

Improved computer-based communications for the DoD and Air Force by correcting 705 Local Access Networks (LANs), correcting inaccurate data and standardized entries, and establishing email accounts.

Saved 40 man-hours by spearheading repair of network faults and eliminating on-site trouble calls.

Network Control Center (NCC) Operations Controller Nov. 2006Nov. 2007

460th Space Communications Squadron; Buckley AFB, CO

Managed 2,800 LAN user accounts on base and in the Denver area by directing network server and work station maintenance ops. Diagnosed and debugged software and hardware problems, as well as supervised personnel managing a $7.8M base network. Coordinated client software installations and served as point of contact for daily operations and network outages. Monitored network health with HP Open View and performed corrective actions. Preserved top-notch network security by creating both non-classified and Secret Internet Protocol Router networks.

Enabled constant support capability for a vital Air Operations Center mission by training in and performing 150 defense red switch network tasks.

Maintained 100% accountability for $17K in equipment by flawlessly maintaining ADPE accounts.

Standards and Evaluation Specialist Nov. 2005Nov. 2006

460th Space Communications Squadron; Buckley AFB, CO

Provided quality assurance guidance to personnel and advised leadership on the status of technical and proficiency training. Inspected engineering changes, system modifications, and technical compliance at network operations centers and staff support work centers. Supervised the completion of evaluation reports and trained staff at production work centers. Maintained network e-mail accounts and managed the status of Denver and base-wide LAN users. Directed a qualification testing database for 460 network professionals.

Improved troops combat readiness by creating and implementing exercise training scenarios.

Prevented the spread of classified information to unauthorized parties by promptly executing a sanitization checklist and isolating the contaminated server.

NCC Messaging Technician Nov. 2003Nov. 2005

460th Space Communications Squadron; Buckley AFB, CO

Directed operations at a $7.8M base network and supervised 2,800 LAN users. Administered message servers and equipment for e-mail communications, as well as configured and maintained the network. Applied security updates for DMS clients and installed software to encrypt or decrypt messages. Conducted data recovery using backup, scheduling, and execution routines. Developed and revised operating procedures and self-inspection checklists for operations controllers. Trained personnel in telephone switchboard operations and generator procedures.

Prevented illegal system administration access by identifying and removing 250 network vulnerabilities.

Possesses extensive knowledge allowing him to complete any project with outstanding results.

Functional Systems Administrator Nov. 2002Nov. 2003

Operating LocationAA, USAFE Computer Systems Squadron; Ramstein Air Base, Germany

Guaranteed the operation and security of a $500K suite of Internet and Intranet web servers to support operating bases. Maintained support server services, including file, print, and file transfer protocol systems, to provide security, maintainability, and standardization. Updated server security to protect against hostile probes and denial of service attacks. Performed back-up and recovery procedures for critical systems and network order changes on internal servers.

Spearheaded centralization of critical server data by implementing a novel consolidated back-up process.

Repaired inoperable web servers and limited downtime by discovering corrupt software update patches and networking with personnel to fix the problems.

USAFE Web Administrator Mar. 2000Nov. 2002

Network Operations and Security Center, USAFE Computer Systems Squadron; Ramstein Air Base, Germany

Provided operations and security for consolidated web servers and guided USAFE web page maintainers on pertinent Air Force policies. Reviewed 53,000 web pages for adherence to publishing guidelines and updated server security to protect against system attacks. Assisted personnel in troubleshooting server-related errors and correcting faults. Maintained the server file structure for security and standardization purposes. Taught employees Internet programming languages and page-building techniques.

Ensured access to critical web-related data for 42,500 personnel by installing essential software tools to maintain administrators real-time situational awareness.

RECOGNITION

Awarded the Air Force Achievement Medal.

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