Customer Service Technical Support

Name: JODI GAYLE PULLEN

Address: ** ******** ***

Sharpsburg, GA 30277

***************@*****.***

Phone: 404*268*4789 (cell)

Labor Information Technology/Logistics Management

Category:

Education: AAS, Computer Programming, San Antonio College, 1991

AAS, Electronics/Computer Technology, Columbia Basin College,

1995

Summary of Qualifications:

Over twenty years work experience in systems software engineering, hardware

technology, software and hardware technical support, and Local Area Network

(LAN) Administration. General duties include experience in software

quality, test and evaluation, software acquisition and development,

configuration/data management, network/desktop security, and hardware

specifications with further experience in organization and logistics. Over

eight years of NMCI experience on the customer side and the EDS/HP support

side.

Wavecom Solutions (September 2011-June 2012) SOC Technician

. Billing Tier 1 issues updating records on three databases.

. Order creations and submissions for new services, disconnections,

additions, and changes.

. Worked with provisioning and Switch Techs to ensure all orders were

submitted and processed.

. Customer service helpdesk answering and making calls to resolve

customer issues. Coordinated resolution of routine customer

problems/issues, including installation/repair inquiries and setup.

. Managed supplier activities (e.g. driving/escalating 3rd party agents

to dispatch and repair faults to meet service level agreements).

. Customer technical issues involving connection to the Internet, e-

mail, web browsing, OS issues, and more.

. Responded to network alarms. Tier 1 Troubleshooting of T1's, Data

Connections and Phone services, including, DMS, Metaswtich, TDAX,

1631, 1630.

Honeywell HTSI (May 2010-December 2010) Logistics Analyst (Short Term

Contract)

. Coordinated Infrastructure and seat deliveries for Joint Base Pearl

Harbor Hickam Project.

. Organized CAD drawings and other documents on SharePoint.

. Document control for JBPHH and the Hawaii NMCI warehouse.

. Daily warehouse reports to the customers.

. Coordinated delivery of equipment to the NMCI Serverfarm.

. Warehouse lead when my boss was on travel for the military.

. Attended Seat Refresh meetings and submitted the meeting minutes.

. Updated CTR/POC information and prepared paperwork for upcoming

meetings.

. Safety Representative for the Hawaii NMCI warehouse.

Skillstorm, Inc (May 2007-October 2008) Site Delivery Coordinator NMCI

. Coordinated Navy and Marine Corps orders for the NMCI project as a

subcontractor to EDS.

. Ordered and Coordinated government's infrastructure, computer, printer

and peripheral orders with multiple departments. Process was from time

of approval until product was delivered and ready for billing,

including setting up the equipment.

SMF Systems, Inc (October 2006-February 2007) System Administrator (Short

Term Contract) For the Pacific Air Force NOSC I:

. Maintained Exchange servers.

. Modified accounts with Active Directory.

. Security and software updates on servers using VPN.

. Observed servers through HP Openview and NetCool and fixed problems as

they occurred.

. Daily checks on servers to ensure all services are running and virus

definitions are current.

Staffing Solutions (July 2006-September 2006) Administrative Assistant

(Short Term Contract) For the Pacific Air Force NOSC I

. Created reports in Remedy and Excel

. Maintained databases

. Prepared correspondence for Crew Chiefs

. Created Operating Instructions for all Administrative and Event tasks.

Altres Staffing (December 2005-January 2006) NMCI Technical Support (Short

Term Contract) For the Pearl Harbor Naval Shipyard.

. Updated database with type of equipment needed and software requests.

. Technical support for the turnover to the NMCI network

. Organized and maintained support requests.

. Document Control of soft and hard copies of orders.

Science Applications International Corp (January 1999-November 2005)

Network/System Administrator For DISA PAC

. Circuit Module Lead for the I3Tel database for DISA Pacific ATM group

including validating, updating, and creating circuit records in

preparation of migration from the DISA PAC share drive to the

database.

. Data entry for DISA Pacific IDNX group updating POC information in the

RIMS database.

For Pearl Harbor Naval Station in preparation for NMCI migration.

. Exchange Server Administrator for US Naval Shipyard Pacific including

software problems, replacing hardware as needed and duties as network

security officer,

. Network Administrator for US Naval Submarine Training Center Pacific

. WAN/LAN/PC hardware, software, updates.

. Exchange Server Administrator.

. Firewall maintenance.

. Network Security Officer.

. SMS and IP routing including ISDN and OSPF.

. Router and switch configuration and troubleshooting.

. Technical support for Pacific Division, Naval Facilities Engineering

Command (PACNAVFACENGCOM).

. Data collection.

. Document preparation.

. Media capture

. Certification tracking.

. Risk mitigation analysis in Legacy Application Certification &

Accreditation

For US Naval Hospital Guam

. Network Administrator including WAN/LAN Duties,

. Exchange Server Administrator

. Troubleshooting of software problems.

. Firewall maintenance.

. Hardware replacement as needed on servers, computers and

peripherals.

. Network Security Officer.

. IP routing including ISDN and OSPF.

. Routers and switch configuration and troubleshooting.

. FTP configuration and use for downloads.

. Information Assurance Security Officer.

For PMCD/SAIC group at Umatilla Chemical Depot

. Computer support including hardware, software and operating system

upgrades and updates and peripherals.

. WAN/LAN Administrator,

. Exchange Administrator.

. Proxy Server Administrator installation and maintenance.

. Firewall Administrator installation and Maintenance.

. Information Assurance Security Officer.

. Router and switch configuration and troubleshooting.

. IP routing including ISDN, OSPF, TCP/IP, SMTP and HTTP.

. LDAP and RADIUS for dial-up access.

Bechtel Hanford (February 1996-February 1998) Computer Support Analyst

. Customer support for hardware, software, network and peripherals.

. Coordinated and supervised the network conversions from another

network to the Bechtel LAN, including securing user data, network

troubleshooting, account creations and operating system upgrades for

over 500 users.

. Trained users on software.

. Programmed software for use on the new network.

. Wrote the technical guidelines for use by other Helpdesk Analysts.

. Logged and tracked requests.

. Customer Support problem solving over the phone.

. Network monitoring and troubleshooting

. ccMail monitoring and troubleshooting

. Coordinated and supervised the upgrade from Windows 3.1 to Windows

95.

. Windows NT 3.5 and 4.0 configuration and maintenance.

. Designed and implemented several smaller projects between the IT

department and other departments, including facilities.

. Programming languages used: Visual Basic, DOS.

Battelle Northwest Laboratories (September 1991-May, 1995) Project

Secretary/Clerk 4

. Secretary at the section level.

. Scheduled and attended at meetings in support of management and

staff's requirements.

. Provided minutes to staff after meetings.

. Filing System organization to adhere to company standards.

. Automated the scheduling for all 40 of the conference rooms.

. Switchboard Operator.

. Wrote Desktop procedures on all my tasks.

. Scheduled and coordinated out-of-town conferences.

. Typed and mailed documents from hand written notes.

Bexar County Information Services (August 1990-September 1991) Computer

Programmer

. Programmer and System Designer for the Police Officer program and

database.

. Programmer for the Judicial System program and database.

. Programmer for the Tax System program and database.

. Maintenance for several of the county's programs.

. Documentation and user training.

. Programming languages used: Natural, JCL, Visual Basic, COBOL, CICS

Advanced Financial Systems (January 1990-August 1990) Computer Programmer

. Programmed and maintained Credit Union Software.

. Programming languages used: JCL, Visual Basic, COBOL, CICS

COMPUTER PROFICIENCY:

. Language/Tools: Natural, C++, JCL, IMS, Fortran, Mainframe Basic,

Norton Utilities, Norton's Anti-Virus, RPG, COBOL, CICS, Office 2000,

XP, 2007, UNIX, Visual Basic

. Hardware Systems IBM Compatible PCs, Servers and Laptops, Printers,

Scanners, Novell Servers.

. Operating Systems: Windows NT 3.5 and 4.0 Server and Workstation,

Windows 98, Windows 95, Proxy Server, Exchange Server, Windows 2000

Professional and Server, Windows XP, Windows 7, UNIX

TRAINING AND CERTIFICATIONS

. Microsoft Certified Professional (Windows NT 4.0 Server; Windows NT

4.0 Workstation; Exchange Server 5.5; Networking Essentials)

. Information Assurance Security Officer (IASO) Certification for Dept.

of Army.

. Information System Security Officer (ISSO) Certification for Dept. of

Navy

. Ethical Hackers Training; Monitoring and Auditing Windows 2000

Certification for Dept. of Navy

. Microsoft Exchange 2000/2003 Training

. Advanced UNIX classes

. Supervising for Success Training (Honeywell)

. CompTIA Security + Certification

Contact this candidate