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Customer Service Helpdesk

Middletown, New York, 10940, United States
August 31, 2017

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Lionel Carter



To obtain a position with a company, where my skills and abilities are fully utilized and challenged. A company skilled at building a strong team environment and open communications, and where there is opportunity for advancement and growth.


•Microsoft Certified Professional (MCP)

•NT4.0 certified Administrator

•Novell Certified Netware Administrator

•NET+ Certified

•A+ Service Technician


2017 Trident University (Bachelor’s in Science Information Technology Management)

2002 Certificate: California Corrections Core

2000 Computer Education Institute, Riverside, Ca.


•Received extensive hands-on training

1986-1989 Southwest Decal High School, Decatur, Ga.


Current: Direct TV Satellite Technician, Mastech Communications Satellite TV installers must have current knowledge of digital satellite TV systems and equipment, including telecommunications and Internet service connections. They must have good troubleshooting and problem-solving ability, in addition to excellent communication and customer service skills.

2002-2006 GEO group Corrections Corp, correctional Supervisor, Adelanto California.

•As a correctional supervisor, my duties are to ensure the safety and security of the facility and community. My post was third shift supervisor. I also was relief for the following post, central control, 1 & 2, shift supervisor.

2001-2002 Support Engineer, Sprint, New Mexico

•Answered and supervised over 100 telephone calls and email request daily

•Responded to departmental and external trouble tickets by way of Remedy requests for help desk support at Tier 3 • Produced and participated in risk assessments, security test, evaluation reports and other supporting documentation


2001 Desktop Support\Administrator, The County of Los Angeles State Bar, Los Angeles, CA

•Researched, developed, implemented, and documented policies and procedures related to network hardware and software acquisition for support, security/firewall, and backup use

•Managed and monitored multiple network operating systems

2000-2001 Support Consultant, Earthlink, Pasadena, CA

•Managed remote client dial-in and VPN access

•Responded to the needs and questions of users (internal and external) concerning their access to resources on the network and the operation of various software programs.

•Provided help desk support, desktop operating system installations, troubleshooting, and one-on-one software and equipment training

•Created documentation on troubleshooting standards for internal use pertaining to operational, maintenance, and security

•Monitored site error logs on a daily basis, reported problems to the appropriate parties

1998-2000 Loan Officer\Network Administrator\Project Manager, Monarch Mortgage, Hesperia, Ca.

•Wrote loans for clients using a Genesis 2000 Mortgage Database

•Supported 2 Windows NT servers and over 25 workstations including remote users.

•Managed and counseled 5 support staff personnel

•Collected and analyzed data to measure project/portfolio performance

•Analyzed project/portfolio results and developed a presentation and report for management

•Administered and maintained the Intranet site for centralized storage and management of project and documentation

1996-1998 Web Consultant\LAN Administrator, Adversite Communications, Ft. Irwin, Ca.

•Worked on the designed, analysis, functional specifications, development, project planning and management of large scale Web-based Securities Processing Systems including the Client Information Delivery

•Provided on call support for local specific applications and web infrastructure.

•Managed rollouts of web application content on systems

•Managed local VPN infrastructure for remote access and site to site

•Maintained current Firewall and security rules on web and extranet browsing firewalls

•Ensured that all local web infrastructure is compliant with latest patched software and hardware.

•Maintained on a daily basis the integrity of DNS database and managed additions, deletions and changes

1996-1998 Jr. Network Administrator, Adversite Communications, Ft. Irwin, Ca.

•Designed, configured, installed, maintained, and documented a 300 node local area network.

•Performed maintenance and troubleshot Web hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling, network and application configurations, and Internet service providers.


1990-1996 Computer Operator/Network Specialist, US Army, Wiesbaden, Germany

•Processed over $4M of supply transactions daily through the Defense Activity Address System

•Performed system backups and maintenance

•Implements and maintains network architecture components for managed services, including Windows and Unix OS installations and hardening, firewall configuration and management, network monitoring toolsets, DNS, and mail relays

•Tested, monitored, and consistently improved security configurations in order to protect internal and external networks

Air Conditioning and Refrigeration Specialist, US Army, USA/Europe

•Received Honor Graduate from Ordnance Center Training Command for Superior Academic Achievement

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