Customer Service Engineer

Vernon W Darden Jr.

*** ****** **** *** ****, Lawrenceville, GA 30046 **********@*****.*** (Cell) 908-***-****

OBJECTIVE: Obtain a Systems/ Network administrator/Helpdesk III position in a well-established firm that offers opportunities for professional growth.

EMPLOYMENT EXPERIENCE

Geeks On Site

Mobile IT Technician (NE Georgia) 10/2017-Present

Performed various IT related field service duties as a contractor serving commercial and residential clients

●Troubleshoot various laptop, PC, Smart TV and printer issues for customers.

●Custom build PCs for various customers (commercial and residential) and procured motherboard, CPU, SSD, case, OS and power supply.

●Perform Home Network installations for residential and small business clients (network switch/router, Cat5e runs, panel covers, panel jacks and patch panel install with cable certifications).

●Performed server troubleshooting and repairs (e.g. CPU fan replacements)

●Complete network cabinet builds (constructing, wall mounting and cable management

●Configure various PC/Laptop s (iMac, MacBook, Windows XP, 7 Ultimate, 8 & 10).

●Installed various Apple OS (Leopard, Maverick, Yosemite, Sierra)

●Reconstruct home theatre setups (sound bar, DVD, Harmony {multi-device remote}, surround sound systems {wired and wireless}, HDMI splitter devices).

●Installed and setup various smart devices such as: Smart TV, Apple TV, Amazon Firestick, Kodu Amazon ECHO).

●Run Ethernet cable for commercial clients (Cat5e, terminate from patch panel to punch down port).

●Perform tests on ethernet cables to insure connectivity (tone and probe; cable tester)

●Install wall mounted TVs and monitors including wire concealment (in wall)

●Setup and configure WIFI extenders and access points (Netgear EX7300) to increase the wireless footprint

Results: Assisted mostly elderly customers learn how to use today’s technology that is commonly used by younger generations. Enabling them to not be as fearful of using devices such as iPads, Smart TVs, PCs and Laptops via voice commands “Siri”.

Aim Staffing

IT Technician 5/2017-9/2017

Perform, manage and execute Help Desk and PC Technician duties for Aim Staffing business clients.

●Create, resolve and monitor trouble tickets within the Web Help Desk software application.

●Configure various systems (PC/ Laptop, Tablets, Cisco IP Phones)

●Perform Network troubleshooting for Layer 3 Switches utilizing PuTTy interfaces to reestablish device-to-switch connectivity and for customer remote access Ping testing, Ipconfig and Traceroute, show run/startup config, create VLAN.

●Establish VOIP VLANs for network Phone System.

●Customize and maintain Active Directory user accounts and Microsoft Outlook email user accounts.

●Under the directive of a Sr. Network Engineer, I configured Layer 2 and 3 networking between VMware, networking components and storage for high availability and maximum performance and virtual machines via Windows Server and VMWare.

●Generate various License Servers for key Engineer Software (SolidWorks, Master Cam & Catia).

●Setup, configure and troubleshoot printers and label machines for connectivity into the local network.

●Inventory all IT related Hardware (printers, laptops, PC, Monitors) and procure all necessary IT hardware.

●Perform in depth maintenance on label machines, Storage Area Networks and Firewalls.

●Provide 24 7 response to system outages during ‘on-call’ periods.

●Project manage service and maintenance contracts for company critical equipment

Results: Reduced ticket resolution time by 25% by suggesting and implementing an automated trouble reporting process allowing the team to increase ticket intake/output. Performed troubleshooting function resulting in increased system functionality by 10%. Provide service to over 300+ personnel, servicing 4 locations as part of the IT Network team.

IAP, Afghanistan & Iraq.

Power Generation Tech. 12/2015-9/2017

Managed power generation for OGA (Other Government Agency). Supervised a total of 4 employees, provided training to staff, and oversaw for 52 generator sets.

●Managed power generation for OGA (Other Government Agency). Supervised a total of 4 employees, provided training to staff, and oversaw for 52 generator sets.

●Responsible for managing complete power generation for a special government client base operation.

●Operated and troubleshoot on various make of generators (Cummins, FG Wilson, Olympian, Marapco, Caterpillar and Perkins), maintained and track load readings (amps) to maintain efficient power usage to reduce under/overload, and utilize Avtron load banks to test generators at numerous sizes (33kva up to 2,000kva).

●Contacted materials vendors, requesting quotes for various maintenance parts to support the mission at hand.

●Provided on site assistance whenever power outages occur. Managed and maintain base power (four separate 2,000KW) generators with a 99% reliability rating. Also, responsible for five generator sets at a separate location (ranging from 33kva to 165kva) that required helicopter travel to another location.

●Managed all fuel distribution for the entire base (over 100,000 gallons of diesel, 6000 gallons of gasoline).

●Performed fuel samples monthly on aviation fuel (JP8) and maintained the filtration systems for the fuel along with recirculating fuel to prevent contamination of fuel. Developed a filtration system w/ a form of lubrication to eliminate failed fuel injectors and fuel injection pumps due to the previous JP8 fuel that lacks lubrication.

●This system saved over $25,000 monthly due to removing the need to replace parts within the generator fuel systems.

Results: Developed a filtration system w/ a form of lubrication to eliminate failed fuel injectors and fuel injection pumps due to the previous JP8 fuel that lacks lubrication. This system saved over $25,000 monthly due to removing the need to replace parts within the generator fuel systems.

DEPLOYMENTS WITHIN THE US ARMY

AND INTERNATIONAL CONSULTING DUTIES

Augustine Consulting Inc.

Maintenance Tech/ Trainer 3/2013- 6/2014

Provided customer service to special military units (spec. forces; navy seal, MARSOC), regarding AAMPS power generation and power distribution.

Power Generation Tech, Computer Science Corporation, Afghanistan. 9/2012- 2/2013

Performs maintenance and installs military equipment such as the Military Spec Generators (DED & TQG 3-100KW).

Mechanical Technician, ManTech International, Afghanistan. 3/2011- 9/2012

Performs maintenance and installs military equipment such as the Oshkosh, BAE and Force Protection vehicles.

Power Generation General Foreman, KBR, Iraq. 3/2010-3/2011

Supervised LOGCAP III Power Generation Department managing 43 employees, provided training to staff, and oversaw 213 generator sets and 79 light sets.

Power Generation Repair Specialist 52D, US Army 9/2000 –12/2006

Ensured the organization addresses conforming and conforming activities, maintained records of quality problems and initiated the organization to correct the nonconformities, and investigated to verify that the solution has succeeded.

ACE Hardware Store, Hillsborough NJ 1997-1999

Ensures proper operation of portable generators (gasoline driven) and propane tanks for customers with warrantees.

CERTIFICATIONS

CompTIA Network+ (certified) Received March 2017

CompTIA A+ (certified) Received March 2017

Cisco CCNA Routing & Switching (certified) Received March 2017

MRAP U (certified), Red River Depot, Texarkana, TX. April 2011-May 2011 (6 weeks)

TRAINING

United States Army AIT (Power Generation), Aberdeen Proving Grounds, MA. January 2001- April 2001

Combat Lifesaver Qualified, Fort Campbell, KY February 2004 (1 week)

Fiber Optics Course, Hopkinsville, KY September 2005 (3 weeks)

Insurgent Reaction Training, Camp Victory, Kuwait October 2005 (1 week)

EDUCATION

Capella University, Minneapolis, MN February 2017- January 2020

Hillsborough High School, Hillsborough, NJ September 1995-June 1999

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