Engineer Customer Service

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

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

Columbus, MS 39702

Summary:

Information Technology Professional with expert knowledge of the information technology and information

management needs of the Department of Defense industry. I possess skills in network support, helpdesk, VTC and

tactical radios management. I also excel at managing high-volume workloads and accomplishing superior results when

faced with tight deadlines through persuasive communication and effective prioritization. I have information

processing and data management skills. Currently holds an active Secret Clearance. Leadership skills include the

ability to lead and motivate co-workers from all backgrounds, creative problem solving and solutions oriented work

styles, decisive and confident decision-making and in-depth proficiency with new technology trends.

PROFESSIONAL EXPERIENCES:

October 2012-September 2013 Rockwell Collins Camp Leatherneck, Afghanistan

Customer Service Engineer/ VTC Coordinator

Offer technical assistance to field engineers, technicians, and military personnel.

Address all users’ problems concerning workstations, printers, digital scanners, and voice-over-

internet protocol (VoIP) phones.

Administer the configuration and troubleshooting of Cisco 7960 series IP phones; physical, access,

and port-level security on Cisco switches.

Configure printers and printer software, and ensure fast connection with print server and user.

Expertly select appropriate media, cables, ports, and connectors to allow efficient connectivity of

switches to other network devices and hosts.

Make use of basic utilities, such as ping, trace-route, telnet, Secure Shell (SSH), address resolution

protocol (arp), and Internet protocol configuration (ipconfig) in authenticating network status and

switch operations.

Utilize Exchange Management Console in troubleshooting user email problems.

Take charge of troubleshooting, implementing, and configuring network hardware and software

through innovative processes.

Experience with PolyCom and Tandberg codec video teleconference systems.

KIV-7, KYK-13, SKL, and KG-194 Encryption systems

Experience using H.323 protocols

Tracked VTC conferences, performed systems analysis and development, and full lifecycle VTC

management

Tracked VTC conferences, for high level military officials

Trained team members to operate VTC suites using IP, ISDN, DC, DVSG connections and

scheduling.

Provided support for operating, troubleshooting, maintaining MGC-100 Bridges (four Secure and

two Non-Secure).

Scheduled, setup, and managed VTC sessions across secure networks in support of Theater

Operations.

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

Aug2011-Aug. 2012 EOIR Technology Camp Leatherneck, Afghanistan

FMV/Network Engineer

Network design for Full Motion Video network across Afghanistan utilizing high

speed MLOS links.

Provide and maintain a complete network diagram to include currently operational

sites and future planned sites.

Responsible for putting together all site integration documents to be carried with

the install team to complete the installation of the tower and equipment, as well as to

be provided to Military customers at each location.

Once each site is surveyed, responsible for completing a wiring diagram to lay out

the site for guidance to the install team on all cable runs and equipment placement for

installation.

Utilize the SPEED Program to obtain geographical terrain data to determine

equipment requirements needed between two sites in order to get the high speed link

between the two, installed and fully operational.

Pair and configure Motorola 45600 and 48600 PTP Integrated and Connectorized

radios to be installed at bases throughout Afghanistan.

Responsible for updating IOS’s and configuring Nipr and Centrix routers and

switches.

Manage and assign IP addresses for currently installed sites and new site

installations, to include, VLAN administration, Routing and ACL administration

Verify available frequency space with site frequency managers to ensure MLOS

radio transmission between sites.

Responsible for configuring V-brick video encoders.

Travel between sites with install team to complete the integration of the FMV

equipment into the network and provide onsite training to military end users.

May 2011 – Aug 2011) ITT Systems

Help Desk Administrator/ Network Administrator

• Setup routers and switches on both NIPR/SIPR

• Configured voice and data on switches

• Provided troubleshooting expertise to resolve connectivity issues

• Installed and configured General Dynamics TACLANE

• Baseline and configured NIPR/SIPR machines to U.S Army specifications

• Worked closely with Sat-Comm and OSP to resolve any connectivity issues

• Installed VoIP for customers

• Utilized active directory to create users and put machines on NIPR/SIPR

CACI: (Aug.2010-May 2011)

Help Desk Analyst

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

• Create tickets using Remedy ARS trouble ticket system.

• Supporting customers over the phone and via remote software (SMS)

• Management of Directory Resource and Administrator. (AFNET)

• Creating accounts for new users in AFNET (Active Directory).

• Clean up and consolidation of user share drives

• Create Distribution and Security Groups for Air Force units.

• Windows Operating Systems XP and Vista

• Client network interfaces using TCP/IP

• Maintains passwords, data integrity and file system security for the desktop environment

• Serviced over a million users on the Air Force Enterprise Network successfully

Harris Corporation, Soto Cano AFB, Honduras (June. 2008 – April 2010)

Network Technician/ Video Teleconference (VTC)

Support for desktops on both NIPRNet and SIPRNet

•

Installing, configuring, and maintaining Windows XP Professional environment

•

Maintained and managed baseline images using Norton Ghost 10.0

•

Installed, configured and updated software to support third party file/user applications

•

Performing manual patching on clients via Systems Management Server (SMS)

•

Provide onsite assessments and tech solutions for customer work areas

•

Ensured updates were properly pushed to clients via WSUS

•

Configuration of printers and printer software to include connectivity to the print server

•

Handling of user rights and permissions on file and folder permissions and configuring security

•

Performed diagnostics and troubleshooting of system issues, and elevated issues as required

•

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

Troubleshooting and tech support with vendors such as Dell, HP, and IBM.

•

Equipment and Inventory Management

•

Maintain, manage and coordinate teleconferences between high level officials and Southern Command

•

Headquarters.

Troubleshoot and resolve issues with local end VTC circuit.

•

Load and manage cryptographic keying material for the circuit

•

Ensure DVS functions properly to maintain a clean teleconference video session.

•

Operation of both NIPRnet and SIPRNet VTC

•

Charter Trading Corporation, (June 2008 – April 2009)

Network Technician/ Radio Technician

• Installed, configured, upgraded, and managed Cisco routers and switches daily

• Provided multi-site support for a complex networking environment that consisted of over

10,000 nodes

• Troubleshot issues with customers within the Company (local and remote)

• Planned, designed, and upgraded/configured network equipment for installations of

LWAPs and VoIP phones

• Provided Security Hardening on switches and routers

• Located rogue network devices and workstations/servers by using MAC addresses and

ARP tables

• Utilized the Peregrine Ticketing system for networking trouble call related tickets

• Made and repaired CAT5e and CAT6 (straight-through and cross-over) Ethernet cables

• Provided basic firewall administration/changes on Cisco PIXs and ASAs

• Created network diagrams (using Visio) of sites within the MS Sector

• Updated network documents with network changes on a regular basis

• Upgraded IOS on all Cisco equipment on regular basis

• Assisted customers creating their own private secure networks (this included the network

design, VLAN changes, network changes, configuration of proxy settings, etc.)

• Worked in a team environment of 40 people nationwide to provide support for customers

• Assisted Senior Network Engineer to complete projects accurately and efficiently

• Was tasked to work with Cisco on difficult network issues via TAC support to get high

profile issues resolved

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

• Created Network Design Reviews to be reviewed by the Network Design Board

• Worked closely with Central Management Operations Center when network equipment

was down

• Worked offsite to bring up new network equipment for new sites

• Worked closely with Verizon when installing a new T1 circuit in the building

• Commissioned UPSs

• Configured VPN routers along with Key Servers

• Patched network closets

United States Army, (May 2002 – May 2010)

Information Systems Analyst

• Managed and maintained efficiency of more than 900 users accounts and 700 computer

systems

• Regular IT briefings to the Senior Command Team on all information management issues

• Coordinated the migration of an e-mail work order system to Remedy, an online work

ticket-based system

• Supported and directed less experienced personnel to enhance knowledge of installation,

operation, and maintenance of information processing equipment

• Led the successful development and implementation of a plan to replace all 350 current

workstations

• Utilized strong leadership skills in directing the integration of all systems from Windows

2000 to Windows XP

• Led the direct integration of more than 1000 new computer systems to the division

• Assisted end users with Outlook and OWA (Outlook Web Access) issues

• Information Management Officer (IMO) for my unit

• Video Teleconference Administrator using H.323 protocols

• Set up Tandberg and Polycom systems

• Communications Security (ComSec) keys

• Handled cryptographic keys on a KYK-13, KIV-7, and a SKL devices

• Diagnosed hardware and software issues on end uses workstations and servers

• Installed Printers and drivers on servers and mapped them to end users

• Set up WPPL (Wireless Point to Point Link) shots while deployed

• Installed FBCB2 and BFT (Blue Force Trackers) in command vehicles and Operation

Centers

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

SECURITY CLEARANCE

Secret Clearance – Department of Defense

Obtained August 08, 2007 (Current)

EDUCATION:

Kaplan University Online, Washington, DC (Currently attending)

Currently pursuing Bachelors of Science Degree in Management of Information Systems

INDUSTRY CERTIFICATIONS:

• Comp Tia Security +

• Comp Tia Network+

• Comp Tia A+

• CCNA version 2 Routing & Switching

• MCSA 2008 (MCITP: Server Administrator

• MCP (Microsoft Certified Professional)

• MCTS (Microsoft Certified Technology Specialist)

• CeH (Certified Ethical Hacker)

TRAINING:

• Interconnecting Cisco Network Devices 1

• Interconnecting Cisco Network Devices 2

• Network Fundamentals

AWARDS:

• Three- time Army Commendation Medal Award

Urie L. Reed

Department of Defense Secret Clearance

***********@*****.***

Phone: Home 662-***-**** Cell 662-***-****

701 Cornelia St

Columbus, MS 39702

• Four- time Army Achievement Medal Award

• Three-time Army Good Conduct Medal Award

• National Defense Service Medal

• Armed Forces Expeditionary Medal

• Global War on Terrorism Expeditionary Medal

• Global War on Terrorism Service Medal

• Combat Action Badge

• Numerous Certificates of Achievement and Coins of Excellence

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