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Customer Service Training

Location:
Colorado Springs, CO
Posted:
January 31, 2014

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Resume:

Ryan Matthew Clark **** Sunstream Grove, Colorado Springs, CO

740-***-****

accfza@r.postjobfree.com

Core Skills & Qualifications

LAN/WAN/VPN/Wireless Deployment Training and Instruction Troubleshooting Diagnosis

Establish and Control System Security Network Design and Deployment Audit Management

IT Solutions Implementation Arabic Linguist Policy Development

Cyber Incident Reporting Project Coordination Database Management

Router Configuration and Implementation Ticket Escalation Technical Writing

Networking: TCP/IP, DNS, POP3, ActiveDirectory, WINS, DHCP, SMTP, UDP, OSPF, LDAP, Access Lists, IPv6

Software/OS: Exchange 2003; Microsoft Server 2003/2008; Windows NT, XP, Vista, 7, 8; Linux/Unix; MySQL SSRS; JIRA;

Symantec Backup and Ghost; VMware; Microsoft Office Suite; Kaspersky AntiVirus and Recovery; Group Policy

Accomplishments

Spearheaded development of large-scale network analysis project including over 200,000+ users in response to

requirements from four customer organizations. Analytical methodologies were documented to improve quality, shorten

processing time, and assist in training for future analysis of similar problem sets.

Instructed multiple offerings of three separate network analysis courses to over 300 military and civilian personnel.

Developed and presented training briefing focusing on recognizing, analyzing and resolving wireless convergence data which

was broadcast throughout the NSA/CSS – Georgia enterprise.

While deployed, supervised the ceasing of database operations for SQL server 2005 and Microsoft server 2008.

Documented procedures for disassembly and backup of files and hives, annotated for historical referencing.

Collaborated with Operations Center to improve training deploying analysts received before arriving in country. Provided

personalized training materials including relevant case studies, ‘how to’ walkthroughs, lesson plans and objectives.

Correlated network topology characteristics using open source research combined with technical analysis to construct a

previously engineered digital network.

Awarded Joint Service Achievement Medal for significant contributions made while deployed to military commands.

Professional Background

Technical Support Analyst Aug 2013 – Jan 2014

Computer Plus Technologies

Computer expert providing technical support to home users and provided help-desk, network and hardware solutions for small and

medium-sized businesses while maintaining a professional knowledge level for customer user environments.

Job Responsibilities: Customer service in a client-based relationship, laptop and desktop hardware repair and troubleshooting

resolutions, software installation and maintenance, backup and restoration solutions implementations, encrypted files recovery in

user and directory environments, ghosting and cloning of images, files, hives and directories, virus/spyware fixes and solutions,

Ethernet and network solutions installation and setup, client user training services, LAN and Wifi network fixes

Senior Digital Network Exploitation Analyst Apr 2008 – Jul 2012

NSA/CSS Georgia, SIGDEV Strategy and Governance Office

Provided large-scale development and support to U.S. Intelligence Community in response to SIGINT customer requirements.

Coordinated intelligence analysis across geographically dispersed team of analysts to perform digital network exploitation and target

discovery to provide near-real-time intelligence answers to deployed commanders and intelligence officers. Administratively led a

team of development analysts and system administrators in advanced digital network exploitation analysis.

Job Responsibilities: Train and supervise over 30 analysts; SQL database SSRS and queries, SQL server 2005; JIRA ticket

submission, escalation, and resolution; VMware and Citrix desktop virtualization implementation and testing; PKI usage and key

distribution control; daily backup and restore management; network architecture an d analysis; ActiveDirectory management and

maintenance for 150+ users, includes QA and auditing; HTML/CSS & XML web design; network analysis and troubleshooting

Education & Certifications Training

Associates of Arts Degree in Arabic Studies SQL Database Management

Aspirant Bachelor’s Degree in Network Administration Security+ Course

National Cryptologic School Adjunct Faculty RedHat Linux Network Administrator Course

- Digital Network Intelligence Workshop CCNA Bootcamp

- Applied Target Templating Methodology

- Orientation to Applied Digital Network Analysis



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