Customer Service Security

Patrick Fells

**** ****** ***, ***********, ** **121

Mobile: 703-***-****

Email: ********@*****.***

Introduction: Recently completed CompTIA A+ and Network+ Certifications. Seeking to pursue a career focusing on the technical field of computer Desktop Support, Networking, Cyber Security or related positions. Currently holding a current DHS Secret Clearance.

Certifications and Training:

CompTIA A+ CE: Completed March 2014

CompTIA Network+ CE: Completed May 2014

Training Courses for A+ and Network+. Hands on training in a lab environment, completion of study materials and practice exams.

Home Lab environment for testing Windows OS installation and configurations, network configurations and troubleshooting.

Education:

George Mason University, Fairfax, VA

Bachelor of Arts Degree- History, May 2009

Dean’s List

Work Experience:

Nubisio Inc.

Reston, VA

Technical Product Specialist 4/2014 - 5/2014

ATTENTION TO DETAIL, TECHNICAL WRITING, INDEPENDENT WORKING-

Assemble and configure Windows 7 workstations, assist in configuring servers using Windows Server 2008 and 2012, configure ShoreTel VoIP telephone systems, provide knowledge-based articles and how-to guides on Confluence and ZenDesk based websites, and help maintain online support portal. Take ownership of technical issues via JIRA and ZenDesk support ticket systems and work directly with development teams to resolve more advanced technical issues.

TEAMWORK, MULTI-TASKING, INTERPERSONAL SKILLS-

Provide post-sales technical support via GoToMeeting, phone, email, and web support ticket portal. Identify customer requirements and recommend the appropriate products and solutions. Assist customers with proof of concepts, installations, and deployments of Cloud gateway software.

U.S. Department of Homeland Security- Transportation Security Administration

Dulles International Airport, Sterling, VA

DHS Secret Clearance

Master Behavior Detection Officer (BDO) 5/2011 - 4/2014

SELF-STARTING, INDEPENDENT WORKING, LEADERSHIP-

Train and mentor new Officers to utilize non-intrusive behavior observation and analysis techniques to identify potentially high-risk passengers. BDOs are trained to detect individuals exhibiting behaviors that indicate they may be a threat to aviation and/or transportation security.

COMMUNICATION, TEAMWORK, INTERPERSONAL SKILLS-

Thousands of travelers are screened daily for involuntary physical and physiological reactions that they may exhibit in response to a fear of being discovered. Individuals exhibiting specific observable behaviors may be referred for additional screening at a security checkpoint. This additional screening includes an interview with a BDO, frequently in collaboration with local and federal law enforcement.

TECHNICAL WRITING, ATTENTION TO DETAIL, MULTI-TASKING-

Responsibilities also include law enforcement incident reports, passenger referral reports, staffing reports, staffing assignments, time logs, correspondence with government officials via radio, telephone and email. BDOs are evaluated annually for practical skills assessments and job knowledge exams.

Transportation Security Officer (TSO) 1/2010 - 5/2011

Awards: Teamwork Recognition 1/2011

MULTI-TASKING, TEAMWORK -

Electronically screen luggage and related cargo for explosives and other dangerous items, use new equipment and implement protocols to ensure the latest available technology is being used to maximize efficiency and participate with the Department of Homeland Security's Technology Research Lab in developing and using technology.

LEADERSHIP, TEAM BUILDING, ORGANIZATION, ATTENTION TO DETAIL -

Maintain proper inventory forms, time logs, and equipment maintenance forms on a daily basis. Observe and encourage fellow Transportation Security Officers in the completion of their duties. Instruct new Officers in their daily tasks based upon the standard operating procedures and management directives provided by the Transportation Security Administration.

Other Relevant Employment:

McKay's Used Books

Manassas, VA

Shift Manager 4/2005 - 12/2007

LEADERSHIP, TEAM BUILDING, MULTI-TASKING -

Train and instruct approximately 15 new employees over a 2 year period. Develop and conduct new employee orientation and provide continual on the job coaching. Coordinate and balance staff to maintain optimal salesmanship and customer service. Supervise cashier and merchandise appraisal personnel.

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