IT Helpdesk Technician
Resume:
Marlin Jefferson
******.*********.**@*****.***
My LinkedIn Profile
Summary of Qualifications:
A highly technical, certified IT Professional with over 10 years of experience in troubleshooting
computers, network devices, and electronic systems . Proven ability to manage multiple projects
concurrently, while retaining strong analytical, problem-solving, and follow-through capabilities. Excellent
written and verbal communication, interpersonal, and customer service skills at all levels within a given
organization. US Navy veteran that was granted a TS/SCI (Top Secret/Secret Compartment Information)
security clearance while active duty.
Areas of Expertise:
Microsoft Windows XP, Vista, 7, 8 Adobe Photoshop Spiceworks Html
Microsoft Server 2003-2008 Adobe Acrobat Shoretel CSS
Microsoft Office Suite XP-2013 W ordPress Fortis
OSX Notepad++ Rectrac
Professional Certifications:
Comptia A+, Comptia Security+,
Preparing For: ITIL® Foundations
IT Project Management Milestones:
Managed the installation and configuration of IT assets at the Woodland Heights and Legion Field
Community Centers in Pensacola, Fl. Installed 24 port POE (Power Over Ethernet) Cisco
switches, TCP/IP security cameras and DVR, Meraki WAPS, Windows 7 workstations, VOIP
Shoretel phones, and printers. Setup the computer labs on a separate VLAN on the switch.
Responsible for the upgrade of over 300 workstations from Windows XP to Windows 7 operating
system, over 600 upgrades and configuration of anti-virus protection to end users.
Employment History:
Helpdesk Technician (City of Pensacola) Pensacola, FL 10/2012-Present
Provide Tier 1 and 2 IT support to over 800 end users within the City of Pensacola network
utilizing the Spiceworks Helpdesk ticketing system.
Analyze and resolves hardware, software, and communications problems using diagnostic
software and/or technical troubleshooting processes.
Conduct on-going system audits quarterly to evaluate the utility and efficiency of the system’s
hardware, software, and communications components and the effectiveness of user training
programs in meeting management information needs.
Install and configures personal computers, switches, printers, VOIP phones, and scanners
throughout City departments.
Consult with users and conducts information assessments to determine user needs .
Trains end users in various computer programs and software.
Recreation Assistant (Morale Welfare Recreation) Yokosuka, Japan 12/2009-10/2011
Provide customer service and information to customers regarding ski/snowboarding, rock/ice
climbing, canoeing, surfing, deep sea fishing, camping, mountain biking, paintball, and hiking trips
Originate spreadsheets, purchase requests, correspondence, training, n ewsletter submissions,
and other administrative duties in support of the Recreation Director.
Plan and implement setup and breakdown of base events, change of commands, and retirements
in support of Status of Forces Agreement (SOFA) active duty and depende nt personnel stationed
aboard Command Fleet Activities Yokosuka (CFAY) and Japan/United States community
relations.
Trip leader for all trips sponsored by MWR.
ESL Teacher (Matty’s School of English) Yokosuka, Japan 1/2008- 12/2009
Develop English language lesson plans corresponding with textbooks used by the students.
Gather props and other teaching aides to properly visualize, support, and enhance the lesson
plan for the day.
Ensure students use proper pronunciation, intonation when reciting words and phrases.
Make certain all students participate in the day’s lesson, and check for comprehension.
Communications Technician (Comcast) Jacksonville, FL 1/2007- 9/2007
Install, maintain and upgrade RF (Radio Frequency) cable and internet services for the customer
base covering the Westside area of Jacksonville.
Troubleshoot and analyze issues reported by customers.
Set up home networks.
Log and repair RF leaks in the cable infrastructure.
Downgrade cable services at the request of the customer.
Account Manager (Interline Brands Inc) Jacksonville, FL 1/2006-12/2006
Manage the sales and service of approximately 2.5 million dollars of contractor supplies to an
existing account base in the area of New Jersey/ Philadelphia annually.
Grow contractor accounts as well as establish new contractor accounts monthly.
Gather competitor information and other market trends in order to price products in a manner that
provides a cost savings to the client so that they may increase revenue for their business.
Cryptologic Technician Instructor (U.S. Navy) Pensacola, FL 3/2003-12/2005
Develop training for US and foreign Navy personnel in the maintenance and operation of the A/N
SLQ-32 A (V) 3 electronic warfare countermeasures suite and auxiliary equipment in a classroom
and lab environment.
Conduct physical training three times per week in order to promote and maintain a healthy and
physically fit lifestyle.
W rite lesson plans, develop curriculum, mentor and tutor junior sailors in effective leadership.
Electronic Warfare Technician (U.S. Navy) Norfolk, VA 10/1997-3/2003
Lead technician, supervise operation and maintenance of A/N SLQ-32 A (V) 3 Shipboard
Electronic Countermeasures Set.
Establish a data link between the A/N SLQ-32 A (V) 3 and the CTT/H-3
(Commander's Tactical Terminal).
Collect, analyze, and report radar emissions (ELINT) in support of military operations.
Set up and maintain ELINT (Electronic Intercept) information on a secure network database.
Education:
Pensacola State College Pensacola, FL Currently Attending
Currently enrolled as a full-time student. Pursuing an Associate of Science degree in Computer
Information Technology (CIT-AS). Scheduled to earn my Associate Degree in the fall of 2015.
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