MICHAEL J. YOUNG JR

**** **** ***** **

CUMMING, GA 30040

abzwc3@r.postjobfree.com

202-***-****

OBJECTIVE

To obtain a position with a fast and growing firm, Skills

where positive contributions to the organization

are rewarded with professional growth. To work in Adobe

a highly energetic environment with an Dreamweaver

opportunity to learn new skills and to have an Adobe Photoshop

Adobe Flash

ability to grow and advance. To be a part of a

Corel Paint

company that encourages open minded and

Shop Pro

foreword thinking. To work in an environment

where my skills are always put to the test and I'm Eclipse IDE

GIMP

constantly challenged

MS Office Suite

Swish Max

EDUCATION

AJAX

CSS

Technology Center Inc. Atlanta, GA HTML/XHTML

Java

Capitol College Laurel, JavaScript

Shell scripting

MD

SQL

January 1997 - September 2004 XML/XSL

Visual Basic

TESST Washington,

IBM DB2

DC Atlanta, GA

MySQL

Oracle

Attended MCP, MCSA, MCSE & MCT, (Check

Point, CCSA, CCSE) and (Cisco CCNA) & AIX/Linux/UNIX

Windows 95/ 98 /98SE/ME/2000

Obtained All Certifications. I also hold my

XP/VISTA/ Windows 7

COMPTIA, A+, NET+ & Security+

Apache/Tomcat

WebSphere Suite

Certs

ICOMPTIA A+, NET+, Security+, MCP, MCSA,

MCSE, MCT, CCSA, CCSE & my CCNA, CSPFA

Computer Science, Bachelor of

Science August

1997 – March 2001

Capitol, College Laurel, MD

GPA 3.7/4.0

Specialized in Human Interface Design and

Computer Networking areas. Contributed to team

projects, to create simulated real-world

applications. Served as Teaching Assistant for

introductory programming class, responsible for

assignment grading, class review sessions, and

one-on-one student meetings.

MBA - Information Security and

Assurance August

2001 – March 2003

George Mason University Arlington, VA

GPA 3.9/4.0

Specialized In the needs of preparing to meet the

need for information security and assurance

professionals and to work in a wide variety of

capacities to protect the information systems of

different types of organizations, such as the

nation’s information infrastructure conducted

research in information security and assurance.

Contributed specialized theoretical knowledge and

experimental experience. Tested operating

systems and networks. Focusing on the technical

aspects of information security, examined ways to

provide secure information processing systems by

investigating operating systems security, distributed

secure system architectures, database security,

software applications security, security policies,

applications security, network and distributed

systems security, cryptography, and security

protocols.

EXPERIENCE

Resource Manager

June 2012 – June

2013

Business Information Solutions Robertsdale,

AL

KEY RESPONSIBILITIES:

1. Responsible for the administrative management

of a professional staff of Implementation

Consultants. Provided mentoring, guidance,

performance counseling, and corrective action on a

regular basis. Provided formalized feedback

through the annual review process and developed

individualized development plans.

2. Responsible for the recruiting, interviewing,

hiring, and retention of a highly talented and

professional staff.

3. Managed the new hire orientation and training

process to ensure a positive and smooth transition

to the organization. Analyzed ongoing training,

developmental and skill needs and scheduled and

provided training as necessary. Scheduled project

assignments and task forces that provided

individuals with developmental opportunities.

4. Developed, maintained and administered

incentive pay; programs. Ensured program

components accurately reflected the efforts and

results of the consultant and the payout is received

timely. Administered the salary administration

process and periodically reviewed internal and

external equity to ensure that pay plans are

competitive.

5. Compiled and evaluated data received from

Implementation Managers and Project Managers

regarding consultant performance on a project-by-

project basis for use in consultant performance

feedback sessions. Works closely and effectively

with the Implementation Managers and Project

Managers on consultant performance and

development issues.

6. Responsible for management of eTime, travel

expenses, Plan view time sheet approvals and

other associate administrative assignments.

Results Oriented: worked to achieve the highest

levels of personal and organizational performance

in order to exceed business goals. Client Focus:

Understood the perspective of the client and took

actions to integrate their needs. Problem Analysis/

Resolution: Gathered information necessary to

make decisions, anticipated, identified, resolved

problems in a timely manner; knew and used

available resources.

Technical Support Specialist Tech

Lead February 2009

– May 2012

AITC - CONTRACTED TO DC GOVENMENT

Washington, DC

AS Tech lead I supported the primary enrollment /

credentialing center for the DC One Card (DC1C),

(DCPS) DC, Public Schools, (MPD) Metropolitan

Police Department, (OAG) Office of the Attorney

General and many other DC Government

Agencies. I was responsible for supporting center

operations, operating credentialing systems and

equipment, and providing exceptional customer

service to District agency, employee, and citizen

customers. This required excellent communications

and interpersonal skills. The ability to direct my

own work efforts and also work as a team Leader

and team player.

Technical Requirements:

Collecting / managing trouble tickets, tracking to

completion Set up Batch

processing & Java Spring Batch to run overnight

Managing, resolving challenging customer support

issues

Supporting IT processes that are critical to

business operations

Account creation / Deletion, Password Resets,

ETC.

Drive mapping, MS Office Support, E-mail

Archiving.

Cisco VPN Support and general PC Trouble

Shooting.

Web

Developer

February 2007 - September

2010

Alliance Interactive PT Washington, DC

Lead designer and developer for web sites and

promotional media for small businesses. Utilized

contemporary design to create concise web sites

for specific client needs. Site creation included use

of CSS, HTML, JavaScript, MySQL, Adobe Flash,

Swish Max, PHP, online payment features, and

form processing. Created and assembled web

graphics, including logos and advertisements.

Designed email blasts and newsletters for site

launches and event announcements.

25B -- information Systems Operator-

Analyst PT October 2005 -

January 2009

US Army / National Guard, Manassas, VA

Duties for MOS 25B - Bravo Installs, operates, and

performs unit maintenance on multi-

functional/multi-user information processing

systems and peripheral equipment and auxiliary

devices. Performs input/ output data control and

bulk data storage operations. Transfers data

between information processing equipment and

systems. Troubleshoots automation equipment and

systems to the degree required for isolation of

malfunctions to specific hardware or software.

Restores equipment to operation by replacement of

line replaceable unit (LRU). Installs, operates, and

performs strapping, restrapping, PMCS and unit

level maintenance on COMSEC devices. Assists in

the design, preparation, editing, and testing of

computer programs. Drafts associated technical

documentation for program reference and

maintenance purposes. Modifies existing

application packages using application and

operating system software and appropriate

computer language commands and files.

Desktop Support Technician 8 Month

Contract January 2007 –

September

2007

Siemens IT, Tysons Corner, VA

Government and Military 8 Month Contract.

Provided end-user support for Dell Laptops HP

printers, Dell Desktops and IBM Lotus Notes 8. I

was required to provide ticket resolution within SLA

guidelines... Provided support on multiple model

dell laptops and desktops, I,E.; System board

replacements hard drive swaps Re-imaging

Keyboard swaps, Monitor replacements, RAM

upgrades, New user account setups, VPN support,

Network support, Wireless Network Support and

Printer Network Support. Application support: Cisco

VPN, Citrix Server/NFuse, MS Office, Outlook,

Excel, PowerPoint, UNIX Reflection /SA and One

view. All tickets where created and responded to in

Clarify

NOC Supervisor 1 Year Contract

February 2006 –

January 2007

Open Band, Sterling, VA

1 Year Contract. I Worked in the inbound/outbound

call-center environment; I was Responsible for

answering incoming calls from existing and future

customers, partners, and vendors; I Documented

customer communications in the forms of Trouble

Tickets, Service Orders, or account notes; I

Coordinated service deliveries and problem reports

received from customers, I Provided future

customers with information about services offered

by Open band; I Generated service orders based

on the customers selections using Open bands

web-based Operations Support System; OSSI

Responded to customer calls regarding problems

the customer may be experiencing with Open band

service or equipment; I Performed troubleshooting

based on established procedures and scripts; I

Created trouble tickets in Open band web-based

operations support system (OSS); I received

Escalated tickets from Open band Level I technical

staff; I Provided customers additional information

on earlier created orders and trouble tickets; I

Scheduled on-site troubleshooting; I Performed on-

site troubleshooting, when on Call, I worked a shift-

based schedule of 24-7 Tier-2 support On-Call; I

Provided support, for Internet Service, Telephone

service I was also an internal company MIS help-

desk Tech. I Provided customer support, such as

LEC and IXC customer service; Cable television

service customer support, such as MSO and

private cable operator's Customer Service; I was

required to be an Advanced User with the following

applications. MS Windows, XP, 2000 and NT based

operating systems. MS Word, Access and Excel. E-

mail applications, CC Mail, CC Mobile, lotus notes,

Mozilla - Thunderbird and other Mozilla

applications, browsers, and web-based tools and

applications; Required knowledge of the following

internetworking concepts, tools and applications:

Telnet, DUN, TCP/IP, IPX/SPX, SSH, FTP, VNC,

VPN, DHCP, DNS; X-Manager, centigram and OSS

Ticketing system. I supported routers wired and

wireless. firewall operation and configuration;

Required knowledge of troubleshooting large scale

networks, Hubs and (switches, Phone and net)

Help Desk Manager

July

2004 – February 2006

Abbtech -

Contracted, to Lockheed Martin Manassas, VA

Government and Military 4 Month Contract

Supported the US ARMY, USAREC and MEPCOM

via phone and remotely on a Temp Contract. Took

all help desk calls. Created tickets in an MS

ACCESS based ticketing system. Created Monthly

Reports in Access. Repaired, supported and

managed WINCAT PC’s, DELL desktops, RSA

Tokens and Smart Card Security authentication,

Thermal Printers, EFCS finger Printing Machines,

Desk Site, File Site and Offsite, DUNS, TCP/IP,

VPN, NCD UNIX interface Terminals. HP Printers

Belkin and APC UPS back-ups

Technical Trainer. Part Time /

Student December

2002 - May 2004

Technology Center Inc. Atlanta, GA

Attended MCSE, CCSA and CCNA & Obtained

Certifications. Previously obtained the following

Certifications and Instructed Classes on CompTIA

A+, NET+ and Security+.

PC Technician

January 2003 – June

2004

A&T Systems, Silver Spring, MD

Computer/IT Services: Provided on-site client

support for hardware and software issues.

Reviewed and responded to client work tickets

using the Remedy ticket system. Troubleshot

TCP/IP, IPX/SPX, Dell, Toshiba, IBM and HP

workstations HP printers MS Office applications,

networking issues (Novell), government

applications, Spyware apps, PC rebuilds and

Ghosting Via Norton Ghost and a variety of other

hardware and software applications.

Helpdesk Manager

December 2001 –

January 2004

A&T Systems, Silver Spring, MD

Government and Military pilot program for the Army

National Guard.

Generated In-Bound Call Volume reports. Took all

escalations. Generated reports, Maintained In-

house made ticketing system. Had eight

employees reporting to me. I supported every

aspect of this project. As help desk manager, I

constantly dealt with different responsibilities from

staffing and manning the help desk and monitoring

each staff’s performance, to special projects, I

created and wrote company mission statement and

helped build a foundation of different procedures

that aided in the smooth delivery of excellent and

qualified customer service care.

• re-set up the help desk according to the traditions

and customs of the management

• created and sustained formal processes for

increased and consistent productivity

• executed proper methodologies to improve call

resolutions, managed customers’ individual

perceptions and developed strong and stable

internal relationships

• selected suitable technology and other useful

resources to heighten the effectiveness of help

desk assistance programs

• developed a competent team of help desk

professionals through innovative and qualified

hiring and training skills and methods

• executed inventive staffing and scheduling

methods and models for a more guaranteed

coverage at lower costs

• created an effective and unique customer care

mantra that ensured customer satisfaction and

loyalty

• evaluated the performance of help desk teams

through several statistical and reporting methods

and models;

• marketed the image of the help desk team as a

support organization that displays and fosters the

IT strategy and vision of the company.

Help Desk Technician Level 3. 1 Year

Contract February 2000 -

December 2001

Wang - Getronics Government Solutions,

Washington, DC

Government and Military Provided phone, desktop

and remote support for client’s hardware and

software issues. Reviewed and responded to

internal client work tickets using the Remedy ticket

system. Troubleshot TCP/IP, IPX/SPX, Dell and

Toshiba workstations CC mail and cc Mobil,

networking issues (Novell), government

applications, PC anywhere, and Norton Ghost also

provided ACD phone support

Technical Support Level 1, 2 &

3 October

1996 - January 2000

Toad.net, Severna Park, MD,

Errol’s Internet/RCN/ Starpower, Springfield,

VA. & UUNET, Ashburn, VA

Internet Services: Reviewed and responded to

client work tickets Provided technical support to in

bound callers regarding their networking TCP/IP, E-

mail Dial-up, T1 & T3 Telco issues. Troubleshot

hardware and software issues. Performed E-mail

replays to Incoming client questions regarding their

PC trouble issues programed scripts to handle

Usenet groups to help lift the UDP. These are the

three ISP company’s I worked for Not including

DIGEX ISP and managed hosting

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