Manager Technical Support
Resume:
DERAY WINES, JR.
*******@*****.***
EDUCATION
AS, Electronics
Arizona Tech, Phoenix, Arizona
CERTIFICATIONS
Formerly Security + CE certified
Formerly CISSP certified
ASCET Certification for Electronic Technician
TRAINING
CCNA boot camp class
Microsoft Certified Systems Engineer
SECURITY CLEARANCE
Public Trust
Secret eligible
TECHNICAL SKILLS SUMMARY
Hardware: Mini Computer, Macintosh computers, IBM and compatible personal computer (PC's) and one of kind microprocessor systems.
Operating Systems: HP-Unix, Sun Solaris, Windows servers and workstations, Novell NetWare and DOS.
Network/Protocols: TCP/IP, NetBEUI, Cisco IOS, AppleTalk and IPX/SPX, Bus, Star, Mesh, ATM and Token Ring.
Applications/Languages: Microsoft Outlook, Microsoft Mail, Outlook Express, SharePoint Content Manager, Netscape Mail, GroupWise 5.x, Eudora, Internet Explorer and Netscape, Windows Backend systems (SQL server, DHCP server, DNS server, and Exchange server), Windows Office Suite, Visio, AutoCad and XML
WORK EXPERIENCE:
Abbtech, Inc. April 2018 – October 2018
Advanced Deployment Technician
Summary:
Perform desktop deployment including: site surveys, PC staging, PC imaging, software installs using MDT/AD/etc…, profile captures and restorations, PC placement including configuration of email, mapping printers and troubleshooting any application issues.
Apex Systems, LLC November 2017 – January 2018
Lead Deployment Technician
Summary:
Team lead of eight technicians imaging and deploying laptops/desktops on Vandenberg AFB.
Coordinating with base Project Manager, Customer warehouse asset manager, Wing property custodians, and Wing lead IT support on logistics and deployment assignments for laptops/desktops deployments.
Provide daily scanned reports/spread sheets indicating the numbers of laptops/desktops deployed daily to company PM.
Attend daily conference call with company Project Manager and other team leads across the USA to identify deployment issues, best practices and team schedules.
DCR Workforce January 2017 – May 2017
System Analyst
Summary:
Development lead for the deployment of the NRT EMV images software package including assisting in planning deployment schedule for multiple Caesars/Harrah’s properties.
Provided technical/testing support for creating NRT EMV images software package w/ documentation and ensuring NRT application properly configure to connect to either SDS 9 or SDS 13 servers.
Provided lead support for installing NRT EMV images software package onsite at multiple Caesars/Harrahs properties including providing training to local property technical staff.
Assist in trouble shooting various issues with NRT EMV development/deployment including reconfiguring registry entries and third-party software.
Sutherland Global Services December 2015 – February 2016
Technical Support Consultant
Summary:
Answer inbound calls to provide outstanding technical support
Multi-task and interact with several applications simultaneously
Touch all aspects of technical support from troubleshooting to escalation of complex issues
Communicate suggestions for program enhancement to the Program Manager or Supervisor
Act with the highest degree of professionalism to ensure an exceptional customer experience.
Serco, Inc., Yokosuka, Japan January 2008 – April 2015
FFSP Regional IT Officer
Summary:
Provide data management, website development and maintenance, systems administration, systems analysis, technical support to CNRJ FFSP staff, troubleshooting, perform database queries, compile and analyze data, identify trends and furnish statistical analyses and reports, administer computer legacy systems outside NMCI/One-Net, train staff in use of software applications, utilize intranet and internet technologies.
Interface with CNRJ N6 and CNIC HQ level personnel to advocate for IT applications. Identify and recommend solutions to major data collection systems used by FFSP. Participate in HQ and Regional working groups related to IT use and/or improvements.
Support of N9 program's development of web sites, IT tools and use of CNIC Gateway.
Built SharePoint pages for Command Regional Japan N9 programs including document libraries, links, and lists.
Participated as the Japan representative for the US Navy writing the requirements for the US Navy public web site with my emphasis on security.
Alutiiq, Inc. LLC, Yokosuka, Japan September 2007 – January 2008
Electronic Technician
Summary:
Team lead ONE-Net migration team migrate SRF users to ONE-Net, duties include removing old SRF PCs, installing ONE-Net PCs, mapping SRF users network drives and printers, checking and troubleshooting email, applications and web access.
Assist SRF IT staff in building the gold disk image for all their PCs
C4 Plans Solutions, Yokosuka, Japan October 2005 – August 2007
Regional Change Control Program Manager Far East
Summary:
Provide a list of RFCs (Request for Change Documents) from the Far East to the ECCB (Enterprise Change Control Board) for review and subsequent approval.
Composing this list includes coordination with SPAWAR, Regional LNOSCs, TNOSC, Regional P&A, etc…to ensure funding streams, and all supporting documentation are included.
Chair the Regional Change Control Board meetings in the Far East for scheduling and approving of local and/or regional ONE-Net/Legacy change.
Provide answers\solutions to regional change questions\issues concerning local\regional\enterprise changes in regards to ONE-Net change processes.
Reviewing and approving all ONE-Net Far East regional Request For Change forms (RFCs) as Acting Regional Change Coordinator and as TNOSC Director by direction.
Assist in the development of CCF tracking portal for Far East region.
NASM Change Control Manager
Yokosuka, Japan
Summary:
Coordinate and track all changes in the NASM whether ONE-Net or Legacy to include: providing direction to all NASM and outside personnel on processes and procedures of Change Management Local/Regional/Enterprise
Provide instruction on completing Change Control Forms (CCF) and Request for Change Forms (RFC), reviewing all NASM RFC and CCF before obtaining department heads signature approval and present all NASM CCF and RFC to Regional Change Control Board (CCB) for schedule approval.
Used Microsoft Active Directory structure and policies; enforced the uses of those policies
Remedy Ticket Manager
Yokosuka, Japan
Summary:
Periodically review all Remedy tickets assign to NASM on a daily basis
Assign tickets to the appropriate Group/Individual in the FAR EAST region
Collect metric data and prepare Cockpit report for weekly metric meeting.
SAIC, Yokosuka, Japan August 2004 – October 2005
Network Engineer
Summary:
Provide network support for U.S. Navy Japan Regional Network Operation Center "NOC" Secret LAN and Unclassified LAN. Support includes: Resolving connectivity issues whether fiber optic cables, CAT5 cables or serial cables using transports of ATM, TCP/IP and fast Ethernet.
Configuring and maintaining Routers, Switches, Firewalls, Modems and various types of network equipment
Function as Watch Officer Duties including: Updating and maintaining Watch logs, assigning trouble tickets to the appropriate sections, checking for DMS messages on NIPRNET and SIPRNET. Hourly monitoring of the Watch Officer's NIPRNET/SIPRNET email accounts Monitor incoming Remedy queue for VIP tickets, performing security rounds every one to four hours and completing some network tasks, and checks on NIPRNET and SIPRNET (OWA) Outlook Web mail Access functionally.
Function as Network Tech Lead to include: preparing monthly reports for two separate contracts and presenting the combine reports to Business Unit Manager, offer administrative assistance to SAIC employees’ in regards to company policies/issues and provide feedback and assistance to Division/Business Unit managers concerning business issues.
SAIC, Atlanta, GA October1999 – August 2004
Technical Support Analyst III
Summary:
Serve as task lead for CLEC support providing high-level support for CLEC support team, BellSouth and BellSouth's customers.
Provided leadership to CLEC support team, including identifying training needs and streamlining processes and procedures.
Assigned SAIC Test Managers to assist BellSouth implementation of CLEC/Vendors applications to their backend systems.
Assisted CM to identify metrics data to capture and QA to insure processes and procedures were complete.
Conducted training for CLEC support team members to assume responsibilities requiring knowledge of TAG, BLP, and other BellSouth utilities/tools.
Overseen the maintenance of CLEC test bed environments and serve as primary and backup for CLEC testing, Beta testing, and third party testing.
Serve as task lead for the deployment, installation and technical support on RoboTAG.
Maintain master schedule for application installations / upgrades.
Assign application installation / upgrade responsibilities. Schedule assignment of technical support pager.
Develop application install manual, establish processes and procedures to deploy, install and upgrade application.
Develop training methods for task personnel. Assign all Telecommunication Access Gateway (TAG) application configuration information for the internal and external test environments.
Populate the appropriate Business Logic Processor (BLP) database as required for all TAG application ids created.
Perform TAG software installations on the internal and external test environments.
Train new employees to do these new installations as required.
Provide system and application support for the RoboTAG User Acceptance Test environment.
Trained BellSouth RoboTAG Administrators.
Provide technical support to BellSouth RoboTAG Administrators regarding the test environment.
Provide TAG/BLP technical support for RoboTAG team, Delta testing team, and CLEC support team.
Served as technical analyst for BellSouth and other customers during their implementation of a XML environment.
Tidewater Tech, Norfolk, VA April 1999 – September 1999
Instructor
Summary:
Provided instructions on various subjects including Help Desk Concepts, GroupWise 5.X and multiple RAS servers.
Other duties included maintaining records of student's attendance and grades, assisting in resolving schools network problems, setting up classrooms on the network including:
Installing NIC's and CD-ROM drives in PCs and running and terminating CAT5 cables to PCs, hubs and switches.
Cox Communication, Inc., Las Vegas, NV April 1997 – February 1999
Technical Support Representative
Summary:
Maintained consistent departmental workflow by assigning, delegating, and coordinating tasks and activities within department and ensuring work is completed in a timely and accurate manner.
Included distribution of materials, work scheduling, supply procurement, and staging computer shows.
Provided technical support to customers on the phone and in the field regarding high-speed data installs.
Includes installing network components in computer systems, both PC's and Mac's, and configuring computer systems to use cable modems for Internet access.
Performed administration, maintenance, and troubleshoot Windows NT 4.0 servers including DNS and DHCP servers, Creating user account, E-mail accounts, setting up user directories and provided FTP and WWW permissions to these directories.
Configured various client operating systems, e-mail packages and browsers for connection to a LAN/WAN and Internet including: Windows NT workstations, Windows 98, Windows 95, and Mac's; Microsoft Outlook, Microsoft Mail, Outlook Express, Netscape Mail, Eudora, Internet Explorer and Netscape.
Provided technical support mostly in a lead capacity to customers, peers, and management over the phone, in the field, and in the office concerning LAN/WAN and Internet connections.
Maintained the integrity of various databases with company private and customer private information.
Kajak Engineering, Inc., Stuttgart, Germany May 1996 – March 1997
Field Engineer
Summary:
Repaired and maintained ADP and peripheral equipment, network transmission equipment, and fiber optic and Ethernet cable plants on Patch Barracks and other USEUCOM and U.S. facilities in Germany and in Europe.
Responded to help/trouble desk calls.
Provided installation, maintenance and repair of transmission equipment for three Patch Barracks LANs, including the LAN fiber optic and Ethernet cable plant, and 36 circuits on Patch Barracks having fiber optic backbone, network transmission and multiplexer equipment.
Conduct site surveys, preparation, and installation of different types of transmission media's.
Installed, maintained, and repaired of various types of transmission media and equipment including: Fiber Optic cable, Thick net cable, Thin net cable, and CAT5 cable; NIC cards, Hubs, Repeaters, Bridges, switches and Routers.
01/80 – 05/95, EG&G\EM Measurements
Senior Technician, Las Vegas, NV
Summary: Instructed, repaired, installed, maintained and troubleshot to component level aerial, mobile and handheld computerized data gathering and positional systems.
SECURITY CLEARANCE: Public Trust: Secret eligible.
REFERENCES:
Upon request…
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