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Customer Service Security

United States
January 28, 2018

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Sherman C. Mathis

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

Remebert SC, **128


IT Helpdesk Analyst

Beacon Health Options

Dates Employed Apr 2016 – Jun 2017

Job Summary

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Primary responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to queries either in person or over the phone.

Write training manuals.

Train computer users.

Maintain daily performance of computer systems.

Respond to email messages for customers seeking help.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Install computer peripherals for users.

Follow up with customers to ensure issue has been resolved.

Gain feedback from customers about computer usage.

Run reports to determine malfunctions that continue to occur.

Corporate Wellness Director

Self-Employed Contractor

Dates Employed 12/2014 – Present

Assists in the planning, development, implementation and monitoring of company-wide total wellbeing initiatives. Develops programs that create awareness, motivation and provides tools to employees that help them adapt and maintain a well rounded healthy lifestyle. Responsible for providing plan administration, participant communications and customer service of the company’s benefit plans and provides counsel to employees relative to their coverage and options according to established policy

Develop, coordinate, manage, and maintain total wellbeing programming to reduce health risk, medical costs and encourage healthy lifestyles. Participate as a member of the Total Wellbeing Committee. Work with vendors and other HR associates to administer benefit programs, including Medical, Dental, Vision, Flexible Spending, Life . Answer employee questions regarding benefits and wellbeing program. Manage and track monthly billings and premium payments. Assist in drafting employee communications with respect to new benefits or wellbeing programming to provide continuing education. Implement wellbeing related activities. Examples include: health screenings, lunch and learn seminars, bloodmobile, flu-shots, fitness classes, etc. Keep abreast of current national wellness and wellbeing initiatives and activities, developing a network of resources and contacts. Explore ideas and opportunities to personalize the program to increase employee participation.

Xsport Fitness Oct 2012- 12/2014

Merrifield Fairfax

Personal Trainer

Teach, observe, and evaluate clients to inform them of corrective measures necessary for goals. Administer emergency first aid, wrap injuries, treat minor chronic disabilities, or refer injured persons to physicians. Planned routines, and schedules according to the needs of the Clients. Offer alternatives during classes to accommodate different levels of fitness.

Walter Reed Army Medical Center 08/2007 – 01/2012 Washington,

Patient Networking Services Technician/MAC Support

I directly support the Wounded Warriors, Ill and Injured Walter Reed population with network accessibility. My duty is to maintain, update and configure Service Members computers, gaming systems, mobile devices and television capabilities throughout the Walter Reed Hospital Wards and lodging and hotel facilities (including Mologne House, Fisher House and Annex). My team has established and created over 5,000 network accounts for Military and Civilian employees for access to department software and Army regulatory data systems using an active directory.

Utilize verbal and written communication skills, acting as a liaison between Chain of Command, Service Members, Spouses and Family Members, to ascertain their individual PC and electronic device needs and application requirements and to perform data removal for military personnel transitioning to either civilian population or returning to military service.

My team, Directorate of Information Management’s (DOIM) Patient Networking Services, administers software (1000 iMac OS X 10.410.5.2) the operating system, on isolated networking using Casper software. We support (iMac Intel Core 2 Duo) hardware/network connectivity issues; and set-up and customize settings and applications including IPhone, IPad, IPod Apple brand devices. Remove recordable material; reprogram and reconfigure software on assorted Blackberry singular wireless mobile systems to reactivate services for Walter Reed population.

Create, modify and remove Military and Civilian network accounts and distribution lists; modify security groups according to departmental requirements and personnel category within an Active Directory; and create and edit Public Calendars in Microsoft Outlook. I sustain the creation, deletion, and transfer of share folders and provide permission to install, configure, and maintain, various servers with Windows PC’s and Network Printers. I provide Tier 3 support for all troubleshooting tickets monitored through the NRMC/WRAMC DOIM Unicenter Online Customer Service Center.

I handle the installation, configuration, maintenance and troubleshooting of Common Access Cards (CAC) smartcards and certificates and coordinate tape backup for maintenance and restoration. Maintain inventory and documentation of damaged equipment for replacement parts and services.

Department of Defense (DoD) 10/2005- 08/2007

Army Topographic Engineering Center

Alexandria, Virginia

Police Officer/Provost Marshal

I applied special security measures or orders in safe guarding items such as special ammunition areas, classified documents and plans, and inventions or research materials. Handled security systems characterized by extremely stringent procedures and regulations and multiple overlapping protection systems (i.e., electronic and electromechanical intrusion detection systems, fences, floodlights and video monitoring systems).

Ensured that only authorized personnel had access to the property and visitors were properly escorted always when within the restricted area(s); checked passes and other personnel security clearance documents; and enforced the established system of control over the removal of materials and documents from the area.

Observed and identified persons; first aid; and recognition of classification materials. Performed staff management functions for physical & personnel security administration. Implemented and conducted Physical Security Program (i.e., responsible for procedures pertinent to physical

protection of classified & other material identified as security sensitive; provided for installation of protection systems & devises to assure that such material is not compromised, sabotaged, subject to malicious mischief, or other forms of willful interference). Performed administrative support for security inspections & surveys for crime prevention programs and criminal investigation matters.

Armed Security Officer

11/05-06/06 US Protect Washington, D.C.

Armed Security Officer at the Armed Forces Institute of Pathology located at Walter

Reed Army Medical Center. Provided adequate security services for the protection

of assets, staff, military personnel and visitors, provided access control to high

security areas; made assigned patrol and inspection tours to include chemical and

hazardous areas; took temperatures of lab rooms, coolant areas and logged results;

light administrative duties including: badge making, incident reports, property passes,

completed logs and memos and making key decisions in the absence of management.

Force Protection Officer

08/03-02/06 Vance Federal Security Washington, D.C.

Worked as an Armed Force Protection Officer at Walter Reed Army Medical Center under the Provost Marshalls Office. Provided access control, traffic control and conducted walking and motorized security guard functions. Interacted with the general public and military personnel; operated effectively in an Army environment, always sensitive to Army customs and courtesies. Carried out general special orders for assigned post followed all company personnel and safety policies and performed all assigned duties in a safe work manner. Worked in conjunction with the Department of Army Police, Walter Reeds Fire Department, Secret Service and the FBI Agency.

Help Desk Intern

01/03-06/03 Gibbs College Vienna, V.A

Provide technical assistance, support, and advice to student(s). Interpreted problems

and provided technical support for hardware, software, operating systems; answered

telephones, analyzed problems using automated diagnostic programs. Also use Networking

LAN/WAN, TCP/IP, and hubs, Cabling including data drops. Operating Systems Windows

20000/Xp, and Windows Server 2000/2003.


Camden High, Camden, SC


Gibbs College, Washington school of business Vienna VA

Associates Degree in Computer Science



Windows Server 2003 hands on lab training

CIO G-6/NET COM IA Technical Level 1

CIO/G-6 NET COM Information Assurance SECURITY PLUS

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