Customer Service Technical Support

QUALIFICATIONS:

Computer Literacy

• Worked with class A and B IP address ranges. .

• Knowledge of using Active Directory in a Windows XP/W2K and Exchange 2003/2K/5.5.

• Experience with database coding such as VBA, C#, SQL, HTML, and PHP.

• Experience with SQL Server 2000, Microsoft Server 2003, Microsoft Server 2008 and Backup systems (ARCserve & Net backup).

• Experience with WAN/LAN technologies.

• Experienced and skilled in personal computers, printers, peripheral devices, desktop operating systems (Windows NT/Windows 98/Windows 2000/Windows XP)

• Experience with Remote VPN and Web Based VPN.

• Experience in developing and configuring a Motorola Wireless Canopy.

• Experience in programming Cisco 1600, 1700, 2500, 2600, 4000 series routers, Cisco 1201, 1700, 2100, 2600, 2900, 3500, 3600, and 3700 series Catalyst switches, Cisco WAPs 1100, 1400, and higher

• Experience in programming Cisco wireless bridges 1400 and 1410

• Firewalls include: CheckPoint 4.0, Cisco Pix 515/520, NetScreen, Sonicwall, Symantec Raptor, CA Etrust Security Suite, Microsoft ISA, WinRoute Pro, IPchains/Netfilter for Linux, Astaro Security, BlueCoat Packetshaper, SolarWinds Orion Network Monitoring.

• Experience with Cisco ASAs and Cisco Network Admission Control.

EXPERIENCE:

09-2013-Present Transcore – System Administrator III

System Configuration and Deployment department – Responsible for configuring and testing multiple computer systems between Linux and Windows operations. Setting up a small infrastructures between the systems to communicate with each other in order to read vehicle speed, vehicle toll tags, and imaging capturing and video surveillance for Toll Roads throughout Texas, Florida, Maine, Oklahoma and New York.

08-201*-**-**** Futron Inc. – IT Site Lead

Provide technical support for TFBSO (Task Force for Business and Stability Operations). Technical assistance to facilitate planning, design, installation, modification, and operation of sites infrastructure. Supports the acquisition of hardware as well as installing, testing, and setup of new hardware and software. Monitoring network performance and utilization, tweaking network for optimum performance and availability. Prioritization of IT requests and recommendations towards suitable solutions for all end user support on computers and server maintenance and repairs. Support all Task Force cell phones and VoIP phones and wireless technical support. I’m required to support Microsoft Windows XP, 7, Server 2003, Server 2008 or greater. All Microsoft Office 2003 up to 2010, Solar Winds Orion Network Monitoring, BlueCoat Packetshaper 8.4 or higher, Adobe Acrobat Pro 9 or higher, Mac OS X 10.4 or higher, Multifunction Printers, Cisco routers, switches, and wireless access points.

03-201*-**-**** Fluor Inc. – Deputy Country IT Manager – IT Coordinator III

Manages and coordinate all desktop support personnel from IT technicians, supervisors, and AO managers.

throughout Afghanistan and Dubai. Maintains productive working relationship with senior management staff,

operations management, and users. Responsible of communicating issues to senior IT personnel and requests

assistance or additional resources as appropriate. Responsible to provide recommendations to senior personnel as

appropriate and perform user support, technical assistance or other routine IT functional support activities as

necessary. Responsible of all Fluor corporate assets and logistical departments throughout Afghanistan.

03-200*-**-**** KBR – Information Process Solutions (IPS) Manager

Responsible for regional/local supervision, support and deployment needs in one of seven key areas. Responsible

of theater Applications, Business Unit, Customer Service, Infrastructure, Program Management, Service

Delivery Center. Applications, such as application architecture, standards/tools and development, software

licensing, release management and portfolio management. Business Unit, such as business alignment, customer

advocacy, demand management, and project management. Customer Service, such as service desk, security

administration, request management, desktop support, COE standards, problem management and delivery

management. Infrastructure Services, such as computer/mainframe operations, network operations (WAN/LAN),

server management (exchange and web), firewall management, software distribution and security policy. Supports

supplier relations with management, project prioritization and monitoring. Service Delivery Center, such as the

regional delivery of customer service, support project management, communications and infrastructure services.

Supervises others either directly or through subordinate supervisors. Coordinates diverse activities within a

Functional area. Plan work and administer policies. Responsible for oversight and hiring of all Task Order IPS

Management, Supervisors and Technicians in Afghanistan. Responsible for oversight of maintaining the 38

Communication packages and 44 Network Infrastructures in country. Responsible for vetting and proofing

of all Global Service Access Forms required to support the creation and adjustments of accounts reflective of the

3200 users in country. Responsible for oversight of budgetary issues and requirements involved in the IT

Operation of 7 Task Orders. Liaison, Interpreter and Enforcer if KBR IT Corporate policy is broken.

Responsible for overall network security of KBR business network, intranet and Raw net.

02-200*-**-**** KBR – Regional Information Process Solutions (IPS) Network Operations Supervisor

Supervise two sites in Afghanistan and one in the Republic of Georgia. Supervising 35 KBR IT/Commo

personnel and supporting over 2200 users, 1675 computers, 925 printers, 400 Cisco switches, 50

Cisco bridges and 240 Motorola wireless canopies, 4 exchange servers, 3 file servers and 3 backup servers.

I maintained strong leadership under extreme pressures. Logistical manager for all IT/Commo equipment and

materials for site Task Order. Responsible for supervision of Network Security, management of communication

package and inventory of all IT/Commo equipment. Responsible for personnel needs and liaison with site upper

management and client requests. Responsible for training and enforcement of corporate IT policies.

Responsible for constructing and maintaining the network infrastructure. Submit various reports on a daily basis

of all network SATCOMS issues throughout Afghanistan to network provider CapRock NOC in London or

Houston. In which I supported over three 2.5 dishes and one 3.8 dishes on 4 different sites in Afghanistan and

The Republic of Georgia. Coordinate with Desktop support team to troubleshoot user desktop\laptop issues.

Coordinate with various teams on sites on bridges calls during outage, Motorola wireless canopies or network

devices. Worked with security teams to isolate and analyze security breaches and\or potential unauthorized

access. Experience with working with corporate legal lawyers and employee relations with forensic data

investigations throughout the Afghanistan region and the Republic of Georgia.

07-200*-**-**** KBR – Information Process Solutions (IPS) Network Operations Supervisor

Started out at site 3 Kandahar IT/Commo Department. Supervised 7 KBR IT/Commo personnel and

supported over 350 users, 300 computers and 170 printers on site.

Maintain strong leadership under extreme pressures. Logistical manager for all IT/Commo equipment and

materials for site Task Order. Responsible for supervision of Network Security, management of communication

package and inventory of all IT/Commo equipment. Responsible for personnel needs and liaison with site upper

management requests. Responsible for training and enforcement of KBR IT corporate policies. Responsible of

constructing and maintaining the network infrastructure.

12-200*-**-**** KBR – Senior Desktop Tech II

Supervise site 1 K2/Uzbekistan IT/Commo Department, Senior Desktop Analyst.

Responsible for maintaining network operational security, functionality, and updates on all computers, printers

and phones in K2 Uzbekistan. Responsible for e-mail and intranet issues referencing the 100 computers, 70

printers and 150 users on site. Responsible for repairing all computers and printers along with servicing over

150 users that put in trouble tickets for assistance. Responsible for inventory and proper placement of equipment

to ensure optimal network performance. Responsible for programming and maintaining Cisco network switches

and bridges. Responsible for installation and maintenance of the Motorola Canopy wireless network system.

Responsible for personnel needs and liaison with site upper management requests.

10-200*-**-**** KBR – IT/Database Analyst/Developer

Using Visual Studio.Net and SQL Server 2000 to develop and maintain a web database.

05-200*-**-**** KBR – Administrative Specialist / Class IV Yard

Keeping inventory on products that arrives to Class 4 yard, ranging from construction material, plumbing, electrical, and self-help products. Creating and developing a user friendly inventory database for disputing and receiving products.

01-200*-**-**** Boeing/NASA – contracted through GEO Control Systems. Software Developer

Provide software support for Boeing on the Mission Integration Team. Worked on varies projects supporting

NASA’s ISS Program. (International Space Station)

10-200*-**-**** Convergys’s – Computer Technician/Team Lead

Provided technical support for Compaq computers. Troubleshooting all of Compaq’s computers, printers,

scanners, and all other peripheral devices. Handle customer escalations and problem account resolution.

Provided technical support also for SBC DSL lines. Managed a team of tier 2 technicians to provide support for

SBC DSL tier 1 technicians in troubleshooting DSL lines.

02-199*-**-**** U.S. Army – Ft. Sam Houston, San Antonio, TX – Medical Specialist

Worked in Brooke Army Medical Center Trauma 1 Unit which received major trauma cases in the San Antonio

area. Assistant NCOIC of Brooke Army Medical Center computer room working on BAMC’s NT 4.0 servers,

installing software, modifying hubs, routers, switches, and helping build peer to peer topologies.

Assistant NCOIC of Brooke Army Medical Center Optometry Clinic. Experience in Logistics.

EDUCATION:

2000 – 01 National Institute of Technology (NIT), San Antonio, TX

1995 U.S. Army – EMT Basic School and EMT Intermediate Course – Ft. Sam Houston, San Antonio, TX

1995 – 01 U.S. Army Medical Field.

1991 – 94 University of Alabama Bachelors in Computer Science

1989 – 91 M.B. Smiley High School Houston, TX

Contact this candidate