Software Customer Service

R OGER L OCKHART

818-***-**** *****.**********@*****.***

I N F O R M AT I O N T E C H N O L O G Y S P E C I A L I S T

Solid technical background combined with exceptional skills in providing Helpdesk/user support

with hardware, applications, peripherals and workstation maintenance/upgrades in complex multi-

vendor environments. Strong expertise in a wide variety of databases, software systems and

telecommunications networks, including all aspects of performance tuning. I ntegrates business

requirements with the latest technologies to deliver cost-effective solutions. Swiftly comprehends

the “big picture” and executes the boldest of organizational visions. Core competencies include:

Secret Security Clearance Outstanding Communicator Helpdesk Administration

LAN/WAN Strategies Hardware/Software Support Network Optimization

Information Assurance Innovative Problem Solver Excellent People Skills

P R OFESSIONAL E X PERIENCE

Staff Tech Contracts CTR (Harbor UCLA Medical Center) Torrance, California 03/13 - Present

PC Support Technician

• Download/configure network software and hardware according to DHS policies and procedures

• Clone Windows 7 & Windows XP PC from a standard image utilizing ZenNetworks

• Upgrade existing systems by salvaging outdated PC equipment

• Interact with end users and provide desktop, printer, scanners and peripherals support

• Provides installation maintenance & technical support for roughly 2500 PC’s and 800

peripherals devices

• Perform initial/advanced client workstation diagnostics and troubleshooting of client workstations

assigned to them

• Provided Level I/II technical support for PC/MAC LAN workstation end-users; developed,

maintained and communicated standard hardware/software setup and configuration profiles

• Utilize Footprint tracking software to track and complete work orders assigned to group

VYKIN CORP, Thumrait, Oman 9/2012 – 01/2013

Client Support Admin

Flawlessly perform equipment installation, peripherals connection, and all aspects of client-level

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software install/delete; ensure physical security of unit Air Force GIG components.

Modify software configurations and perform basic/advanced configuration management functions.

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Provide proactive application assistance for office automation applications; perform workstation

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diagnostics and troubleshooting; assign, modify and delete passwords/user privileges.

Report security breaches and distribute security information; coordinate support issues with all

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appropriate agencies; notify the unit EC of any hardware relocation and equipment issues.

Promote user awareness concerning unauthorized or illegal use of computer hardware and software.

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Ensure organizations do not use Shareware or public domain software until approved for use by the

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DAA or after the ISSO, CSA or FSA has ensured that it is ready for use.

Implement software patches, security fixes, and service releases; perform account and e-mail

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management; configure accounts and mailboxes; perform Directory Service support.

Ensured the smooth operation, maintenance and administration of IT services while dispersing

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computers to supported units during base-wide changeover from ADPE.

KFORCE (AEROSPACE), El Segundo, California 2/2012 – 9/2012

Customer Service Technician

Oversaw the organization’s LAN; answered 30-50 daily incoming calls from supported customers;

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collect pertinent information into a secure database.

Provided “customer is always first” Helpdesk support with very few issues having to be escalated.

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Work with end users to solve software problems and tailor automation tools to their individual

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needs

Maintained base server integrity by authorizing access for computers and personnel utilizing

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Microsoft Active Directory security groups

Reports security incidents and formulates and applies corrective security procedures

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Upgraded multiple training classrooms totaling more than 200 computers

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ROCKWELL COLLINS, Camp Leatherneck, Afghanistan 2010 – 2012

Help Desk Technician

Key player on a Helpdesk team providing Level I/II technical support to 5K+ end users.

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Provided direct IT (Data/Phone) support for units supporting military operations in Afghanistan.

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Used Active Directory and Windows Servers to create user accounts, OU’s and OMB’s including

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clearing port security on NIPR, SIPR and CENTRIX utilizing PUTTY.

Share-point Administrator, Updates, configures, and modify unit’s share-point page

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Help desk user/phone support for MS Windows XP/2000 OSs, MSOffice 2003, XP and all standard

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DOD baseline software, and support of peripheral equipment - printers, fax, copier, and digital

senders

Enforced IA policy and annual required training of System Administrators

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Installed and troubleshot network and user hardware used by staff personnel

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Assign, modify, and delete passwords and user privileges utilizing Active Directory

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Implement client workstation software patches, security fixes, and service releases according to the

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local NCC instructions

Validate computer equipment requirements the unit equipment custodian submits

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U.S. AIR FORCE, Various Duty Stations including the U.S., Afghanistan, Japan, Iraq & Korea 2002 –

2010

Client Support Administrator / Helpdesk Technician

Installed and maintained 700+ computers and peripheral devices while providing support to 400+

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users and associated organizational accounts.

Established/updated email accounts for NATO personnel at Camp Phoenix. Afghanistan.

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Upgraded multiple training classrooms totaling 200+ computers; provided Helpdesk support to

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2.5K+ end users throughout Los Angeles Air Force Base.

Utilized Remedy web based/software to track and modify phone/user/network issues.

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Led five Airmen in performance of Client Support Administrator duties with an emphasis on

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mentorship and positive motivation.

Configured computers and peripheral devices to meet Yokota Air Base Japan duty requirements by

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troubleshooting and resolving all network issues.

Designed the layout for one organization’s SharePoint deployment.

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Implemented several Classified Message Incident measures by isolating and wiping the computers

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to successfully prevent numerous unauthorized disclosures.

Provide software application assistance for commonly used office automation applications

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purchased from standard Air Force support contracts. Include support to standard wireless office

automation devices

Promote user awareness concerning unauthorized or illegal use of computer hardware and software.

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E D UCATION T R AINING

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TRIDENT UNIVERSITY INTERNATIONAL (TUI), Cypress, California

Master of Science, Information Systems Technology Management, GPA 3.7, expected award 2/2014

Bachelor of Science, Information Systems Technology Management, GPA 3.7 Dec 2011

Other College Coursework: AAS, Community College of the AF, numerous credit hours completed

Certifications: CompTia A+, CompTia Security+, CompTia Network+

Air Force Specialty Codes: Knowledge Operations Craftsman (AFSC 3D071); Knowledge Operations

Management Craftsman (AFSC 3A071)

Selected Additional Training: Operating Systems Technologies & The Networking Environment;

Installing, Configuring & Optimizing Computers; Managing Files and Folders; Devices in Microsoft

Windows XP; Phase I/II MS SharePoint Server 07; Components, Printers, Networks and Safety;

Fundamentals of Internet Explorer; Home Networking with Windows XP; Installing, Configuring and

Optimizing Computers; Managing Files, Folders & Devices in Windows XP; Operating System

Technologies & the Networking Environment; System Reliability & the Desktop Windows XP

Professional; Windows Server 2003: Managing Hardware, Disks, and Logical Devices; Windows XP:

Advanced; Remedy; Software and Web Based Configuration Administrator; Defense Messaging System;

Microsoft Front Page; Information Management Craftsman; Airman Leadership School; Information

Management Apprentice

Software: Remedy Trouble Ticket Software, Altiris, SMS, Microsoft Exchange, SharePoint, LANDesk

Hardware: Printers, Fax, Copier, Digital Senders, Laptops, Desktops

Selected Awards: Army Commendation Medal, Air Force Achievement Medal, Army Achievement

Medal, Numerous Letters of Appreciations from Wing Commanders, Dorm Room of the Quarter, Class

Commander U.S. Air Force Airmen Leadership School

Clearance: Active DoD Secret Clearance expires May 30, 2021

Military: Staff Sergeant (E-5), U.S. Air Force (Honorable Discharge, January 2011)

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