Stuart R. Young

Contact

Home: Phone: 713-***-****

Mobile Phone: 832-***-****

E-Mail : ac24bs@r.postjobfree.com

Address

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

Houston TX, 77084

Profile

Objective

To provide knowledgeable, professional, technical information. Resolving problems, errors or customer discrepancies as to when they arise in an effective timely manner to meet and exceed customer expectations when time is of a crucial factor. Provide Customer Service Support within the IT Industry that would allow for future advancement and the opportunity for additional training.

Availability

Open

Key Skills

Proficient and familiar with a wide variety of hardware and software programs. Experience in help desk/technical avenues helping customers over the phone or via remote service. 10+ years’ experience on network infrastructure for the Air Force. Over 10 years as a civilian. Awarded a Top Secret Clearance (Secret Compartmented Information) SCI (Currently inactive), United States Air force. Active knowledge of advanced operations and etiquette of airfield protocols and safety regulations for heavy aircraft (max gross weight 347,000 lbs. - 488,000lbs) with engines numbering 4 to 8. Familiarity with Aircraft stands, specialized tools, aircraft jacks, Alternate Power Units(APU’s), engine starting equipment, radio operations and security, actively aware of principles used in aircraft wash and lubrication per regulations and United States Air Force Technical Orders while maintaining 100% Quality Assurance. While participating in special projects and necessary skills to develop thorough understanding policies

Education

May 25, 2009 to November 25, 2009

United States Air Force Community College (CCAF) - “Network Infrastructure”

Electronic Principles, Networking Infrastructure & Cryptography; Security plus, Flight line navigation and safety. Aircraft forms and handling.

August 18, 2003 to May 4, 2007

Rio Linda Senior High School. Diploma Graduate

Junior Recruit Officer Training Corp. (JROTC), 4 years of German, Accounting and Small Business, managed the “Student Store” operations.

Work Experience

TEK Systems

Swivel Desk Technician/Deskside Support

Columbia Pipeline Group

December 18, 2016 To February 1, 2017

Interpreted incoming tickets from IBM Integrated Service Management ticketing system and transposed them into TransCanada’s BMC Remedy 9.0 Ticketing System while keeping accurate metrics for reporting.

Mirrored EUS Deskside support team with deploying new HP 2in1 tablets to local users at the Columbia Pipeline Group building during the re-integration of the Service Desk into TransCanada’s Team

The Brockgroup, LLC

Level II Enterprise E-mail Admin/Desktop Support

Information Technology

March 25, 2014 To October 18, 2016

Executive support role including day to day operations with mobile phone and e-mail support 24/7 at the Brock Headquarters to include the CEO, CFO and Lead Counsel members of the legal department.

Worked alongside Tier I help desk operations as a Tier II operational technician and support in Beaumont TX which managed all IT related issues for on/off network sites.

Daily Operations included searching and querying all users for outdated computers and technology to return to the Manufacture for RMA (Return Merchandise Authorization) utilizing ServiceNow and Meraki Dashboard. Including relocate, assemble and install equipment. Troubleshoot problems with PC, peripheral equipment, network connectivity, and software. Supported high volume and high quality printing devices and multi-media.

Experience with vast array of proprietary systems to the Brockgroup along with Microsoft systems to include but not limited to: SCCM (System Center Configuration Manager), O365 (Office 365), Nortel & Shoretel Phone systems w/PUTTY, Meraki Systems by Cisco.

Knowledge obtained of Service Now (GUI based ticket management system) to perform incident resolution for end user request and SLA’s (Service Life Agreements).

Working alongside the Microsoft Exchange Engineer and System Configuration Manager Engineer gained firsthand knowledge of how to create package rollouts and Cloud moves to Office 365. To include Exchange Migration, PowerShell Scripting, Exchange 2013.

Mailbox recovery and cleanup along with whole computer registry cleaning and malware detection was a daily and routine task for all IT department Administrators to be proficient while simultaneously maintaining end user connectivity and productivity as not to impede daily operations.

Promoted to Senior Help Desk Technician and moved to Houston Headquarters office. Managed single handedly over 91 users in help desk atmosphere providing prompt, friendly, customer service. installing software and configuring and supporting all IT equipment including PC’s, Laptop’s, Surfaces, Docking stations, Printers and (Mobile) Phone systems.

Managed all conference room systems to include ClearOne and Tandberg systems.

Defense Information Systems Agency (DISA)

Operations Help Desk

Operations Division

March 05, 2012 To January 2014

Gained knowledge on the Ticket Management System (TMS) or Remedy application system remedy (NIPR/SIPR) software and know how about daily operations of DISA. Knowledge includes but not limited to; Reset, modify, unlock, end user accounts/passwords, monitors and maintains multiple applications and systems simultaneously on both Encrypted and Non-Encrypted systems while actively tracking user records along with providing end user support for Microsoft Exchange online and Enterprise E-mail for the .MIL domain migration to Enterprise E-mail Exchange Online.

Provides timely customer response to in depth questions and queries into system attributes and controls as well as actively work with current DISA employees and supervisors in an effective work ethic.

Resolves all customer computing issues with working Remedy’s at current level as well as working knowledge of how and who to escalate issues to appropriate subject matter experts.

Assisted in server and application validation of DECC (Defense Enterprise Computing Center) OKC assets during the COLS FWSM-NetScreen Migration: ASI-20121030-02C

H&H Shooting Sports Outlet Reloading Instructor

Firearms/Reloading February 15, 2012 To January 2014

Extreme Wide Variety in Reloading Shotshell, Rifle Cartridge, Pistol Cartridge. Some experience in 120mm Shells. Gained knowledge on Black Powder. Received FEL (Federal Explosive License) through H&H Training and ATF licensing.

Instructor on Reloading ceaseless and cartridge ammunition gave Private Lessons to fit customer needs and requirements to meet expectations, Accuracy Training (Rifle and Pistol), Technique Improvement.

Experience with Full Auto Sub-Machine Guns as well as Assault Rifles ranging for .22 caliber to 7.62mm.

United States Air Force

Network System’s Specialist

Network Infrastructure

March 30, 2009 To December 28, 2011

Graduated Basic Training with expert in Small Arms and awarded Top Secret SCI (Secret Compartmentalized Information) Clearance that currently remains active.

Proceeded to Keesler Air Force Base and graduated in the top 5% of Network Class regarding Electronic Principles and operation, Network infrastructure, Cryptographic equipment (including teardown & re-key), Tactical Local Area Network (TACLAN), and VSLINK MSAT. CISCO Switches & Routers, Computer breakdown and terminology, Operating System (OS) Install. Breakdown of OSI Model along with TCP/IP Stack Guide, Active Directory to include Lightweight Directory Access Protocol.

In charge of and maintained onboard Computer Systems aboard Tinker Air Force Base Airborne Warning and Control Systems (AWACS) Home Fleet. Cost $270 Million (per airframe).

Hands on experience training and familiarizing new incoming personnel from United States Air Force Technical School on equipment and parts costing $2 Million for a wide variety of Aerospace Frames.

System Experience

System experience Includes but not limited to;

Active Directory (AD), System Center Configuration Manager (SCCM), Microsoft Exchange Online (Office 365), Microsoft Exchange Console (EMC) PowerShell (PS), ServiceNow (SN), Cisco Meraki (Meraki), Brivo Access Control System (BRIVO ACS), Shoretel (IP Phones), Exchange 20010 & 2013 (Exchange), Enterprise Mission Assurance Support Service (EMASS), Vulnerability Management System (VMS), Host Based Security System (HBSS) Assured Compliance Assessment Solution (ACAS), Secure Configuration Compliance Validation Initiative (SCCVI), Public Key Infrastructure (PKI),Token Management Service (TMS), Information Technology Service Management (ITSM), Joint Enterprise Directory Service (JEDS), Global Directory Service (GDS), DoD Enterprise Email (DEE), Stock Control System (SCS), Integrated Maintenance Data System - Central Database (IMDS), Consolidated Aircraft Maintenance System (CAMS), MacAfee: Data Loss Prevention Agent (DLP), Oracle Enterprise (GRID), Defense Security Assistance Maintenance System (DSAMS), Asset Data Management System (ADM),Defense Connect Online (DCO), Knowledge Management (KM), Mission Application Portfolio System (MAPS), Ticket Management System (TMS), Web Information Technology Service Management (ITSM) Depot Maintenance Applications Processing System, (DMSI), Depot Maintenance Applications Processing System (DMAPS)

Summary of Work Activities

Trouble Shooting Determining causes of operating errors and deciding what to do about it. Breaking down systems to determine the location and reason why discrepancy occurred and to prevent it in future operations. Assisted with Coordination, execution, implementation, and maintenance the installation, configuration, troubleshooting and operation of customer application systems. While providing advice and assistance to customers and troubleshoots the most complex problems in a manner that minimizes interruptions in customers’ ability to carry out critical business activities.

Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reviews technical and design specifications to address customer requirements. Possesses knowledge and skill sets used to breakdown hardware components both internally and system wide to help speed customer resolution and minimize end-user downtime for mission availability.

Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Resolving network connectivity and hardware interconnectivity discrepancies. Views customer inquiries from user stand-point to gain information and to gain a grasp of customer impact to daily task.

Interacting with Computer Users Over 15 years’ experience in navigating Windows, operating systems, to include in depth sub-routines and BIOS to better understand and gain the upper hand on rectifying end users dilemma. Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information for the end user. Reset end user passwords upon request.

Work Skills & Ethics

Demonstrates on a daily routine basis outstanding attention to detail and workmanship, customer service, oral communication and profound problem solving skills.

Provides central point of contact between User and IT Service Management while handling incidents and requests from users.

Ability to use electrical drawings, blueprints, engineering drawings, and wiring diagrams.

Concerned with restoring services and as quickly as possible with the “End User” being the main focus at all times.

Skill in troubleshooting and tracing hard-to-locate defects or problems.

Uses and exercises all means necessary to provide first call resolution to the customer before moving up the chain of technicians.

Provides an interface for activities such as changes, problems, configuration, releases, service level and Continuity Management.

Knowledge of electrical and electronic theory and instruments used in shop and trade practices

Interface to Service Level Agreements (SLAs) and escalates incidents according to defined in the Service Level Agreement

Monitors for breaches to SLAs and communicates information to appropriate management levels.

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