Objective

An IT professional with over ten (**) years of experience in both customer related and technical fields of Information Technology. Highly proficient in troubleshooting, design, creativity, maintenance, combined with effective communications to customers and employees/employers. Continuously working on ways to improve prior knowledge of computers and improve productivity to save time and revenue.

Technical Proficiencies:

Operating Systems: Windows (7/WIN10), MacOS, iOS, Android

Networking: LAN/WAN, WIFI, MIFI

Hardware/Systems: Routers, Switches, Laptop, Desktop, Printer (all models), Thin/Thick Clients

Tools: Secret Clearance (Inactive), Lean Six Sigma Yellow Belt, CompTIA Security + (Active), DOD 8510.01 Certified, ITIL V3, Anti-Terror Level One, Casper/JAMF, Microsoft Suites, O365, GSUITE, some AWS and AZURE computing, Active Directory/Azure AD, Citrix, PaaS, IaaS, SaaS, Skype,

Communications: Working knowledge of Cellular Technology, Telephony (VOIP), RF, HF, UHF, (Mostly HARRIS Radios) SATCOM, LOS, and Satellite Imagery (MSIDS) Secondary Imaginary Dissemination System, FLIR, CANON, KY99, CYZ10

Experience

Network Analysts Nov 2017 – Present

TruthMD – 1700 N. Brown Rd, Lawrenceville GA

Understands the business needs (e.g. maintain an up-to-date knowledge of hardware, software and programming)

Reviews and helps resolve complex business issues related to internal or external customers

Respond to, resolve, and handle technical support calls/e-mails ranging from monitoring, to issues requiring technical and problem solving skills

Effectively engage and team with senior team members (teamwork) to expedite problem resolution, and deliver the highest levels of customer service to all users from C level down

Always working to simplify and explain technical information to others

Utilizes Information Technology Information Libraries (ITIL)

Team management experience/ Great project management skills

Excellent communications skills/ A methodical and analytical approach

Great organization and problem-solving skills

MTS - II Feb 2014 – Nov 2017

Verizon Wireless - Two Verizon Place, Alpharetta GA

Lead multiple team project for consolidation and densification / ABW transformations

Work closely with Senior Vice President direct reports, Directors, Associate Directors, Senior

Managers, and front line applications (e.g. ACSS WEB, WFM, VISION, MARS, Citrix Profile Management) to cut cost by 10%

Replaced VOIP phones by 50%, move/add/change support to soft clients for Enterprise directional VoIP products – Cisco CUCM phones and Cisco Jabber soft clients, 360 Polycom Phones/Cameras

Analyzing and resolving a 90% of initial customer contact in the areas of PC/LAN/Apple/Tablet, Datalab, and Client Server/Remote Support while maintaining responsive roles in primary facility

Saved enterprise expenses 60% by routing tickets/end user's reported issues, thoroughly and accurately documenting each issue in company trouble management platform (CMIS Ticketing System) for consecutive years (Service Now)

Lead site of 200+ staffed end users (Finance, B2B, B2C, HR, Call Center) providing instructions and resolutions in an accurate and timely manner, problems requiring on-site support for; software, hardware and/or configuration changes, asset management, (Networking) IDF closets and Data Centers

Worked tirelessly to save company time, revenue, and resources to align AGILE needs with Company future

Volunteered/Participated in UAT testing for upcoming company releases and any issues prior to “Send to Market” applications

PC Desk-Side Services Technician Sept. 2012 – Feb. 2014

TekSystems (IBM/ATT) - North Point Parkway, GA- Alpharetta Bldgs. (300,400,500,600,900)

Supported and maintained in-house computer systems, desktops, and peripherals

Installation, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance

Diagnosed problem areas in a timely and accurate fashion, also provided end user training and assistance when necessary

Assisted in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance

Accurately documented instances of hardware failure, repair, installation, and removal

Assisted in developing long-term strategies and capacity planning for meeting future computer hardware needs

Support development and implementation of new computer projects and new hardware installations.

Principal Field Technician July 2007 – Sept. 2012

General Dynamics Information Technology, ISD - Camp Pendleton, CA- Cherry Point, NC

Lead, operated and maintained internal and external network information assignments on multiple military-grade platforms

Lead, Trained, and provided technical support for Military personnel with troubleshooting issues for various computer systems in Iraq and Afghanistan

Provided strong working relationships between Military personnel and Corporate upper level management

Controlled and preserved local and international servers on a daily basis (CONUS/OCONUS)

Provided and planned project management duties for both military personnel and external parties

Staff Sergeant March 2003 – July 2007

United States Marine Corp. (USMC) - Camp Pendleton, CA

Became a Trained and Qualified Reconnaissance Marine (Special Operations) (MARSOC)

Became 1 of 18 (out of 192,000) to achieve the dual Military Occupation 0621/0321 while serving

Responsible for communications security material, reports, IT operations while providing instant problem solving skills to military electronic systems on a daily basis (maintained 100% accuracy)

Applied and supported both radio and computer systems for secure military use

Developed and field test many new and emerging communications and imaging equipment.

Participated in Operation Bright Star, Operation Iraqi Freedom (x2)

Lead several teams on multiple field missions.

Education

Kennesaw State University Nov. 2016 – Present

BS in Information Technology; Currently working to complete BS in IT.

Skills

DEPLOYMENT (10+ years), CABLING (10+ years), VOIP (5+ years), SECURITY (5 years), ACTIVE DIRECTORY (5 years), PROJECT MANAGEMENT (3+ years), LEADERSHIP (15+ years)

AWARDS:

Good Conduct Medal

Combat Action Medal

Iraq Campaign Medal (x2)

Sea Service Deployment Medal

National Defense Medal

War on Terrorism Service Medal

Navy Achievement Medal

Contact this candidate