Manager Technical Support
Resume:
TRACY R. BAKER
(Top Secret Security/SCI Clearance) 10831 Johanna Ave
Riverview FL 33578
******@*******.***
Technical Support Specialist
Solutions-focused professional with over 20 years experience providing
rapid and client focused technical support for 300 plus users both state
side and to numerous deployed locations. Managed and supervised a Help Desk
with both military government civilians and contract personnel as a GS-11.
Demonstrated capacity to identify root causes and direct users to rapid
resolutions. Able to articulate complex technical concepts to users of
varying technical understanding. Well versed in a variety of common
operating systems, applications, and hardware with a proven ability to
master new tools and technologies quickly.
AREAS OF EXPERTISE:
. Troubleshooting & Issue Resolution . End user Training & Support
. Managing CISCO Call Manager . Root Cause Analysis
. Image Building . System Implementation
. Equipment Management & Maintenance . Ticket Management (Remedy)
. Remote Customer Support . VPN (Virtual Private
Network)
. Development Operating Procedures . OWA (Outlook Web Access)
. Virtual Environment . MicroSoft Office 2010
. Windows 7 . VMware/VDI
. Exchange . Unity
. Active Directory . Video Teleconference VTC
. Web Services . Application Support
. VOIP (Voice over IP) . Crypto/COMSEC (KG's)
TECHNICAL PROFICIENCIES:
Certifications: CompTIA Security+
Platforms: Windows XP/VISTA/2003/2007, UNIX
Hardware: Dell, CISCO, Hewlet Packard, Printers, Scanners, Video Tele
Conference Equipment, Projectors
Applications: Microsoft Office Applications, McAfee, Remedy Ticketing
System, Unity, CISCO Call Manager, Microsoft Sharepoint
Professional Experience:
Joint Communications Support Element MacDill AFB Tampa FL
2005-December 2013
Computer Systems Support Tech (GS-11)
Provide technical support for 300 plus users ensuring proper maintenance of
workstations, CISCO IP phones, printers, video teleconference, and other
peripherals. Respond to user service requests and expediently resolve
trouble tickets to maximize system uptime. Deploy new workstations and
printers, installing operating systems, applications and drivers, and
configuring network properties and hardware. Support our Continuity Of
Operations site/disaster recovery plans, performs upgrades and building
multiple computer images. Able to multitask, respond to and complete
projects in a timely manner. A fast learner that will research and use
resources to complete daily task in a timely manner.
* Responsible for maintaining and creating standard operating procedures
* Responsible for team and user/work group manager training
* Responsible for equipment issue and accountability
* Card holder responsible for purchasing all computer related equipment
* Responsible for managing our Remedy ticket system
* Responsible for destruction of classified information to include hard
drives
* Responsible for proper disposal of equipment that either exceeded its
lifecycle or nonserviceable
* Responsible for configuring laptops to access network using our VPN
tools and software.
* Provide Microsoft program support as well as other web-based program
support
* Configure network and standalone printers
* Build and run CAT5 cable on both classified and unclassified systems.
* Utilize our remote tool DAMEWARE/Remote Desktop to expedite assisting
users
* Updates and maintains Active Directory with current user information
* Reset Passwords and provide user with necessary rights to perform
their
appointed duties.
* Setup projector and PA system as needed for unit meetings and
functions
USCENTCOM MacDill AFB Tampa FL
United States Central Command 1999-2005
Emergency Actions Operator. (SGT US Army)
Provide responsive all-source automated database support planning,
operations, training, and exercises. Provide technical advice and
assistance to users of automated intelligence support systems. Assist in
the extension and connectivity of systems to component users. Provide
automated intelligence support to unified and specified commands and their
subordinate elements as necessary to support national objectives.
Responsible for operating and maintaining GCCS operating computer systems.
* Supervised and led a staff of four members to include but not limited
to induction, training and implementation of communications systems
including computer installation, network setup
* Directed the planning and implementation of training for all new
personnel
* Planned, organized and implemented executive level, secure network,
providing point to point data transfer
* Provided data collection and staff briefings on the status of
networks, including tracking of network outages and proposed solutions
* Managed system back-ups and recoveries, basic software troubleshooting
and resource allocation
* Directs computer support for 30,000 users in several countries
* Loaded and tested new software released on mainframe and PC's
* Constantly upgraded all client PC's on the LAN to conform to most up-
to-date virus software and security patches in accordance with Air
Force Certification Emergency Response Team. Served as an Information
Management Officer for directorate.
* Process Emergency Actions in accordance with standard operating
procedures including the creation of and implementation
of checklists following the Chairman of the Joint Chiefs of Staff.
Key Achievements:
. Promoted to help desk manager and lead, supervising both military and
civilian personnel.
. Out performed peers by improving help desk technical support to users
onsite and deployed to various locations.
. Substantially increased security and performance of systems by
initiating installation of check point security, anti-virus software and
critical system updates.
. Significantly reduced workstation set up time by assisting in
streamlining pixie boot process where the latest image is pulled directly
from the server.
Education and Training:
Devry University
Technology Management/Project Management
Tampa, FL
Advanced Individual Training
Information Systems Specialist Course
Fort Gordon, GA
CompTIA Security +
Primary Leadership Course
Fort Bragg, NC
Contact this candidate