Customer Service Technician

Danny Adams

IT Technician II - Rome Research Corporation

San Francisco, CA

*********@*****.*** - 443-***-****

WORK EXPERIENCE

IT Technician II

Rome Research Corporation - Camp Roberts, CA - September 2011 to January 2014

Perform limited Computer administrative duties dealing with password management and control to allow

authorized user access to command, control and monitoring computers.

Under supervision implements the Teleport Information Assurance Vulnerability Management (IAMV)

processes.

Respond to Information Assurance Vulnerability Alerts (IAVA).

Under supervision will implement software and firmware patches, software upgrades, and configuration

changes.

Comply with FCC rules and regulations when operating equipment.

Perform all maintenance, repairs and upgrades to computer equipment in a manner, which shall provide

minimal impact on the system while providing satisfactory service during the maintenance, repair or upgrade.

Perform equipment modifications with government approval only.

Operates the Linkway Hub Terminal to include associated Limited IP Suite of equipment to include making

Master Station Log entries, monitoring distant end users to ensure that equipment is operating at prescribed

parameters and as determined by the Gateway Access Authorization (GAA) and Satellite Access Authorization

(SAA).

Will take directions verbal or written from the TNC/IP Network Operations Center (IPNOC).

Submits all reports to include After Action Reports (AAR’s) associated with IP Ground Mobile Forces / Joint

Node Network (JNN) / Limited IP Suite Missions.

Conducts orientation for other site personnel on computer operational systems to include associated IP

equipment and Cisco devices.

Respond to commercial, generator, or UPS failure to restore computer systems and site power.

Perform other related duties as assigned when necessary to accomplish work assignments.

Perform daily system checks of Solaris/Unix servers

Information Technology Specialist

U.S. Army - Fort Drum, NY - 2004 to 2011

Assists less experienced personal in the installation, operation, and maintenance of information processing

equipment

Performs systems administrator duties and unit level maintenance functions on assigned laptops, desktops,

digital senders, and printers/copiers

Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace

defective components when necessary

Develop training materials and procedures, or train users in the proper use of hardware or software

Maintain and administer computer networks and related computing environments including computer

hardware, systems software, applications software, and all configurations

Diagnosed and repair both hardware and software issues which interfere with a computer, printer, or other

electronic devices’ ability to function at peak performance

Performed a variety of technical inspections on computers, printers, scanners, peripheral devices, and other

electronic devices

Referred major hardware or software problems or defective products to vendors or technicians for service

Examine work orders and converse with equipment operators to detect equipment problems and to ascertain

whether mechanical or human errors contributed to the problems

Provided customer and network administration services such as password, electronic mail accounts, security

and troubleshooting assistance to staff members

Performed data backups and disaster recovery for users

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems,

or appropriate software

Oversaw the daily performance of approximately 300 computer systems

Answered user inquiries regarding computer software or hardware operation to resolve problem

Fabricating CAT 5/6 cable for customers

EDUCATION

Communications Studies Morgan State University Baltimore - Fort Gordon, GA

2000 to 2001

Diploma

Patuxent High School Lusby - Lusby, MD

1996 to 2000

Information Technology

US Army School of Information Technology - Fort Gordon, GA

2004

MILITARY SERVICE

Service Country: US

Branch: U.S. Army

Rank: Sergeant

February 2004 to September 2011

Commendations:

Afgahnistan Campaign Medal w/ Campaign Star, Iraq Campaign Medal w/ two Campaign Stars,

Army Commendation Medal, army Achievement medal, Joint Meritorious Unit Award, Meritorious Unit

Commendation Army Good Conduct Medal, National Defense Service Medal

CERTIFICATIONS

Cisco Certified Entry Networking Technician

March 2012 to March 2015

Cisco Certified Entry Networking Technician validates the ability to install, operate and troubleshoot a small

enterprise branch network, including basic network security.

Security +

October 2013 to October 2016

Network +

October 2013 to October 2016

A+

June 2011 to June 2014

ADDITIONAL INFORMATION

Active U.S. Government security clearance

Knowledge of LAN/WAN, DHCP, DNS, VPN, technologies

Excellent customer service skills

Experience with Windows XP/Vista/ 7, MS Office 07/10, Active Directory, Apple/ Android / Blackberry Mobile

devices,Remedy, iDirect, Linkway, Linkstar, Unix, Linux, Servers

Contact this candidate