Customer Service Training
Resume:
Ryan Matthew Clark **** Sunstream Grove, Colorado Springs, CO
****.********@*****.***
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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