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Customer Service Manager

Location:
Cartersville, Georgia, United States
Posted:
April 26, 2019

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Resume:

Cory Barrett

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

Cartersville, Ga 30120

Cell: 757-***-****

Email Address: ac87q8@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Active U.S. government TS/SCI security clearance

Network/LAN Administrator

Master Training Specialist in MS Excel, Word, PowerPoint

Customer Service Support

Service Desk Supervisor

Desktop Technician

Cyber Security

EXPERIENCE

5/2018 to Present: FEDITC – Information Assurance Security Specialist (Cyber Security)

Performs assessment and authorization coordination. Advises and assists the customer with Risk Management Framework (RMF) and develops a Plan of Action and Milestones for resolving network deficiencies. Ensure the integrity of the systems by identifying and mitigating potential shortcomings and vulnerabilities. Analyze, evaluate, and build accreditation roadmap for new networks and systems. Performs security evaluations and vulnerability assessments using the Assured Compliance Assessment Solution (ACAS), Nessus vulnerability scanning tool.

6/2017 to 3/2018: ARMA/General Dynamics – Systems Administrator

Responsible for maintenance of the various system hardware and software on multiple platforms. Develop, execute, and manage various network management tools suites. Assist project development and new initiatives as a technical resource using network management tools as well as performing duties as documenting requirements, mapping and program logic, designing solutions, testing and implementation. Troubleshoots and isolate network management faults including SNMP and connectivity issues. Performs installing, testing, and updating software on systems. Creates/remove accounts and managing user(s) access and privileges. Maintains servers by running backups, monitoring/tuning performance, rebooting, and reviewing log files.

5/2013 to 4/2017: Jacobs Technology - Help Desk Analyst IV(Supervisor)

Maintain day to day operation, assist technician, other Service Desk Manager and Supervisors with questions. Fulfil future requirement such as new account, upgrades, and extended permissions as needed. Perform Remedy Incidents to ACD entries (Bi-weekly) for NAVSOC technicians. Provide technicians with emails showing their daily percentages with total averages. Conducts bi-weekly Quality Assurance checks on random incidents submitted by each technician. Provide monthly one-on-one meetings with each technician along with the Service Desk Manager on how to improve performance. Assist new technicians when in-processing to the Service Desk. Train new technicians in the following areas: Phone etiquette, account creation, use of basin tools and applications, troubleshooting procedures for various issues. Review internal complaints regarding emails received by Incident manager for NAVSOC technicians in reference to submitted incidents for better training opportunities. Monitor ACD for queue times, assign techs to “Ready Status”, Create/Update SOPS as needed, update Enterprise Schedule page and status page as needed, monitor/update “no-response” Incidents for correct status.

10/2011 to 5/2013: Jacobs Technology – Junior Service Desk Technician

Interfaces directly with supported end-users to provide hardware, software, network and application problem resolution. Serve as the initial point of contact for resolution of desktop/laptop related problems. Troubleshoot research, diagnose, document, and resolve technical issues surrounding, Windows XP, Windows 7, MS Office applications, email, and other special applications, Internet connections, and hardware/software equipment via telephone. Document, track, resolve, and report on problems and work orders using Remedy Action Request database system. Monitor networks, secure and non-secure; modify user accounts via Active Directory, submit changes to file management and peripheral devices via Remedy, escalate network incidents, provide direct support to USSOCOM customers located throughout the world.

05/2009 to 09/2011: United States Navy - Information Systems Technician (Communications Watch Officer)

Superior manager operating in shipboard IT environment to include the following areas: IT systems and communications operations and maintenance; IT systems functions, operation and utilization; IT systems operator experience; ISNS administration; and Shipboard Communications. (QOS).

As the lead Naval Tactical Command Support Systems(NTCSS) administrator created more than 60 account and maintained a network with 290 users. Performed system backups, maintenance, security patches and updates on servers ensuring the integrity of the network. Performed scans on the network to reduce the networks vulnerabilities.

03/2008 to 04/2009: United States Navy - Technical Support Technician and Supervisor

Information Systems Technician . Dynamic leader. Effectively mentored subordinates to enhance skills for promotion. Sought after for expertise in application design, development, and Command, Control, Computer, Communications and Intelligence (C4I) support.

As Work Center Supervisor, was responsible for training and maintaining network connectivity. Managed 20 personnel, providing leadership, mentoring and guidance, building a high-performance team for excellent quality and customer service. As a result qualified 100 % of personnel which lead to 85% first call resolution and a decline in technicians being sent to solve computer problems.

Managed a 24-hour communications center/help desk for 5,400 ONE-Net Middle East customers. Ensured reliable operations for all users that provide IP services, Information Assurance, Web, email, new account creation supporting over 71 U.S. Navy tenant.

Managed the Information Assurance Vulnerability Alerts (IAVA) website. Ensured that each computer had the latest patches and updates to include anti-virus software. Supervised a $150K computer upgrade project, using superb planning and organizational skills for successful installation during INFOCON-3. Oversaw the re-imaging of over 1500 computers during this condition.

03/2005 to 03/2008: United States Navy - Information Systems Technician at Navy and Marine Corps Internet (NMCI)

Help Desk Agent: Expertly handled and completed 1250 trouble calls, resulting in 95% first call resolution. Maintained a Quality Assurance average of 90%.

Implemented and oversaw five positive enlisted programs affecting leadership, training and personal goals in direct support of the Navy Marine Corps Intranet (NMCI) mission and readiness. Implemented, drafted and facilitated a web-based media training program which allowed personnel to access training modules, increasing the career advancement rate by over 65%.

Proactive leader and planner with ability to work successfully in a team-oriented matrix management model, where team size and role varies by assignment. Promoted professional development of

subordinates and peers by challenging them to apply knowledge in the process of assessing and resolving problems.

03/2002 to 03/2005: United States Navy - Network Administrator

Responsible for the proper management and military/professional development of 10 personnel in maintaining Network Operation Center.

Effectively planned, prioritized, and managed the transition from 14 legacy networks to the Navy’s newest $300 million dollar OCONUS Navy Enterprise network (ONE-NET) comprising of more than 2,000 workstations, 80 servers, six networks supporting 70 commands and more than 3,000 customers.

Recommended and documented logical and physical solutions that prevent, detect and correct the systems to be certified and accredited.

Provided a fresh perspective and spearheaded numerous improvement programs and initiatives which increased personnel productivity and equipment reliability. As a Technician and Leading Supervisor became the most sought after technician solely resolving more than 1,500 computer hardware and software issues.

Lead the preparation and execution an Information Assurance Vulnerability Management (IAVM) plan. Performed various risk assessments on the Network and applied DISA Security Technical Implementation Guides (STIGs) and NSA recommendation. Ensured IT solutions met the requirements for security, availability, capacity, resiliency, and performance in a way was efficient and supportable, reducing overall support cost.

EDUCATION

South University – Bachelors of Science - Information Technology

PROFESSIONAL TRAINING

Network Systems Administrator

Course Completed: 30 March 2003

Network Security Vulnerability Technician

Course Completed: 19 February 2008

Naval Tactical Command Support System (NTCSS) II Manager

Course Completed: 02 November 2009

PROFESSIONAL LICENSES/CERTIFICATES

Completed Microsoft certification for Configuring a Microsoft 2000 server and Windows XP

Course Completed: 16 June 2008

Security Plus Certification

Course Completed: 10 April 2015

CompTIA Advanced Security Practitioner (CASP)

Course Completed: 03 JAN 2019

HDI Support Center Analyst

Course Completed: 06 May 2012

NUTANIX NPP 5.0:

Course Completed: 07 FEB 2018

OTHER INFORMATION

Familiar with networking topology/terminology to include: Local Area Networks (LAN), Wide Area Networks (WAN), Intranet, Windows Server (NT, 2000, 2012 R2), Client-Server, TCP/IP, LAN Administration, Network Administration, Network Architecture, Network Interface, Network Operating Systems, Network Security, Passwords, Account Creations.

Expert and/or familiar with the following operating systems and IT Management terminology: Microsoft Windows (98, NT, 2000, XP, 2010), DOS, and Unix. Database Systems, Diversified Services,

Information Systems, Information Technology Direction, Information Technology Initiatives, Risk,

Satellite and Wideband Communications Direction, Telecommunications Systems, Voice and Data Communications, Wireless Networks, Help Desk, Security Access, Troubleshooting, End User Support, Email, and Customer Service.

U.S. MILITARY SERVICE INFORMATION

Active Duty: 08/1996 to 09/2011- U.S. Navy

Honorable Discharged Sept 28, 2011



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