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IT Customer Service Engineer

Annapolis, Maryland, United States
November 05, 2018

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Walter Michael Cook

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

Annapolis, Maryland 21401

Home: 410-***-**** Cellular: 703-***-****



Articulate Microsoft Network Engineer with excellent customer service, organizational, and communication skills is seeking a challenging Information Technology Specialist position with the federal government or private sector. Apply my extensive experience and knowledge to support server upgrades, assist the agencies and its customers with maintenance, and troubleshoot network infrastructures. When I am assigned a task, I utilize self-motivation with my strong ability to work independently and provide 100% support in a project team leadership environment.

Veteran Preference: 5 Point Veteran Honorable Discharge

Prior Federal Government Service: Served as a Contractor in (4) Major Government Agency’s

Former Security Clearances: SCI Clearance U. S. Naval Intelligence - Suitland, Maryland

D.O.D Top Secret U. S. Department of Defense - Pentagon, Virginia

Top Secret U. S. Air Force

Secret F.B.I U. S. Treasury


Microsoft Certified Systems Engineer Courses – (MCSE), Microsoft SMS 1.0, 1.2 and 2.0, Networking Essentials

Microsoft Certified Professional – (MCP) and Microsoft Certified Solution Associate – (MCSA)

Education and Training:

Career Technical Institute - Washington, DC Diploma – GPA 3.92 Graduated May 2014

Professional Course Breakdown:

Microsoft Certified Solution Associate (MCSA)

Computer Support & Maintenance Computer Repair I, II, III, & IV

Hard Disk Management

Business Communication I

Customer Service and Communication Skills I

Microsoft Office 2007 & Outlook Email Client

Networking Network + I, II, & III

Server Administration Microsoft Windows Server 2008 Configuring

Active Directory I, II, & III

Microsoft Windows Server 2008 Configuring

Network Infrastructure I, II, & III

Microsoft Windows Server 2008

Server Administration I, II, & III

Anne Arundel Community College – Arnold, MD (A+) Certification Hardware July 2012

University of Southern California – Arlington, VA Campus

Computer System Application Programming – (1080 hours) Certificate Completed

Community College of the Air Force – Denver, CO Campus

Aircraft Electronic Armament Systems Certificate Completed

Walter Michael Cook (410) 266 - 7612 Page 2



Operating Systems: Mac OS 9.1, Microsoft XP Pro, Microsoft Vista, Windows 7 Ultimate, Windows 8 Professional and Windows 10 Professional System Upgrades

Applications: Microsoft Office Professional v2010, v2013 and Office 365, Remedy Remote Skype, Microsoft Exchange, Outlook and HP Open View

Network Hardware:

Network Protocols: Ethernet – 10BaseT Ethernet, Token Ring - IBM, Intel and TCP/IP Remote

Communications Equipment: Eltek Valere Controllers, DSU / CSU, T1 / T3 Fiber and v2500 Rectifiers

Employment Experiences:

Home Depot Incorporated Position: Sales Associate

Annapolis, MD Employment Dates: 2014 to September 2016

Provide fast, friendly, professional service and communicate with 50+ customers to assess their needs and provide assistance. Utilize my knowledge of each department and product information/features to sell the entire products needed for a project or suggest an alternate. Maintain the in-stock condition of the assigned areas, and ensure that it is clean, shop able and safe to deter accidents. Provide a safe, working and shopping environment by following all safety policies & standards. Effectively work in cooperation with the Department Supervisor and other associates to share knowledge about products and services offered by The Home Depot.

Independent Computer Consultant Position: Computer Consultant / Field Technician

Annapolis, MD Employment Dates: 2012 to Present

While a Contract Installer for the DC-NET and SAIC I safely installed the Cisco Catalyst 4500-E switches, and routers, including wireless points throughout the 40+ District of Columbia public and charter school systems. Provided technical, engineering, and enterprise information technology services for the schools as well as a broad range of higher-end, differentiated technology services. I utilized my strong written and oral communication skills to interact with multi-disciplinary project team members and Government personnel. In my Computer Consultant role, I assist customers with Help Desk support that includes: troubleshooting error messages, set-up of applications, printers, computers, laptops, and repair maintain equipment.

Smith Development Incorporated Position: Technical Support / Help Desk

Arlington, VA Employment Dates: 2005 to 2012

Effectively maintained office hardware and software support including Windows 7, 8, and MS-Office 2010. I provided office technical support including software upgrades and hardware maintenance for the 5+ contracts. Collaborated with the teams to ensure completion of jobs and managed the contractor relationships to promote repeat business. Assisted with the completion of contract proposals and managed monthly reports. Supported the clients by participating in site surveys to the field offices, assessed the space/power and cable pathways for equipment upgrades and wireless access points.

Washington Sports & Entertainment Position: Network Engineer / Voice & Data Communications Specialist

Verizon Center Arena Employment Dates: 2002 to 2005

Washington, DC

Maintained and supported the Siemens digital / analog telephone line installations including the client’s voice mail. Managed and provided the voice and data communication services for the 20+ clients. Set-up and configured the new Compaq workstations including Windows XP Pro and Microsoft 2003. Proactively managed to ensure the installation of all CAT3, CAT5, and CAT6 cable LAN drops throughout the arena. I frequently cooperated with multiple vendors from the DC Government and the Federal Government agencies to ensure the set-up and completion for the voice and data communication.

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