Customer Service Technician

S hawn M iller

Hampton, VA 757-***-****

Mi *********@*****.***

Knowledgeable technician pursuing an opportuni ty to work in Network Securi ty for

an organization where I can apply my knowledge of software, hardware, and

networking operations along with experienced learned during four years assigned to

a U.S. Navy Aircraft Carriers and while serving in the U.S. Air Force. I can offer:

• Active Security Clearance –Secret

• CompTIA Security+ Certification

• Ability to assess and problem solve while in pressure situations

• Strong wri t ten and oral communication skills

• Professional persona with excellent customer service skills

• Self-motivation and ability to multi-task

• Six years of mili tary experience (Navy and Air Force)

• 70-680 Microsoft Certified Course

• 70-685 Microsoft Certified Course

• HD I Certified

P rofessional and Academic Experience:

Job Profile: Service Desk Support EITSD (QBE) Pentagon, and Mark Center, Alexandra VA

(Oct2012-Present)

• Working knowledge of Group Policy, and Active Directory, ARS

• Beneficial Working knowledge of all components of IT infrastructure

i ncluding desktops, servers, routers,

• Above average interpersonal and communication skills

• Excellent knowledge of PC hardware and software with an emphasis on

M icrosoft environments.

• Currently Supporting Migration of Windows XP to Windows 7.

• Everyday use of Service Desk Ticketing software (Remedy).

• Troubleshoot Network Connect ( Juniper VPN) Service

• Troubleshoot Xen Desktop Support(Cit rix)

• Troubleshoot MobiKey Issues

Job Profile: Help desk technician, Orion Air Group, Newport News VA. (Sep2011-Oct 2012)

• Deliver technical customer support over the phone and in a Remote desktop

environment ; identify, t roubleshoot and resolve a wide range of technical

computer-related problems

• Troubleshoot computer hardware, software or network issues

• Install new software/hardware on users computers

• Possess excellent communication skills in order to assist computer users.

• Worked in a VMware Enterprise ( VSphere)

Job P rofile: Network Security Student, 2008-2011

Academic I nstitution: E CPI College of Technology, Newport News, Virginia

H ands-on abilities to:

• Administer and manage networks

• Create and manage user/group accounts and configure network routers

• Assist in development and implementation of policies for disaster recovery,

network security design and cyber security

• Participate in software installations, network upgrades, and end-user

t raining

• Assist customers in day-to-day network operations and t roubleshooting

Job Profile: Air Force Reserve

A i rcraft H yd raulics Systems Specialist, C-17 Globe Master, 2010-P resent

712 Air Mobility Squadron, Dover Air Force Base, DE/ 451 st B ACN program

K andahar Afghanistan

• Troubleshoot, remove, repair, overhaul, inspect and install

hydraulic systems and their components, including support equipment

• Advise on problems maintaining systems and determine

maintenance procedures and performance characteristics using technical

p ublications

• Diagnosis malfunctions and recommends corrective action

• Inspect aircraft hydraulic systems, their components and any

support equipment

• Perform system operation checks and takes corrective action

Job P rofile: H ydraulic Technician, 2006-2010

U.S. Navy, USS H a r r y T r uman CVN-75, Aviation I n te rmediate Maintenance

D epar tment (A I M D)

• Performed scheduled and unscheduled intermediate level maintenance on million

dollar Naval aircraft hydraulic components; skilled in t roubleshooting and

maintaining hydraulic systems and electrical mechanical control components

• Abili ty to read and in terpret documents, such as safety rules, operating and

maintenance instructions, and procedure manuals; in terpreted and followed oral

and wri t ten instructions, diagrams, and schedule forms

• Conducted review of Hydraulic systems, hydraulic instruments, mechanical

surface controls, pneumatics, diagnosis and correction of hydraulic and mechanical

malfunctions

• Reviewed, documented, and maintained relevant maintenance information

E D UCAT IO N AND T RA I N I NG

ECP I University Sept 2008-2011

Associates Degree

• Network & Security

Present, actively pursuing bachelor’s degree in IT Business Management.

C lasses Attended:

Network Security Concept

Cisco’s Networking I I

Cisco’s In t ro to Routing & Switching(CCNA)

P rograming logic and design

W indows Client and Server

U nix Administration,

A dvanced Unix Administration

W indows Active Directory.

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