Senior Service Desk Technician/Analyst

SHAWN K. GERMAN

**** ******* *** ***** • Woodbridge, VA 22191 • Home 404-***-**** •********@*****.***

PROFESSIONAL SKILLS SUMMARY

• Current Security Clearance: Active U.S. Government Top Secret SCI

• US Air Force veteran with 14 years of diversified experience in the Information Technology and

Telecommunications fields with the Department of Defense

• Relocating from the Washington DC Metro area to Atlanta, GA; will pay relocation costs

• Holds current certifications in CompTIA Network+ and ITILv3 Foundations

PROFESSIONAL WORK HISTORY

White House Communications Agency (WHCA) Customer Advocate

Washington D.C., Defense Information Systems Agency, 2011 Present

• Serves as a liaison for the WHCA Enterprise Service Desk and 16 external customer offices to include the White

House Military Office, Executive Office of the President (EOP), and United States Secret Service (USSS).

Provides a direct interface for senior staff members; advocates on behalf of customers to ensure the delivery of

Presidential quality IT services

• Manages service desk responses to incident requests and coordinates upper level tier support to resolve

elevated outages within established SLA timeframes. Utilizes Windows Server Exchange Management Console

2010 to perform tier 1 systems administration in a Windows 7 and 8.1 client environment

• Researches and analyzes incidents to include hardware and software issues affecting Dell and HP desktops,

laptops, printers, digital scanners, and client LAN connectivity recommends appropriate actions to service

technicians and provides status updates to senior management

• Performs Mobile Device Management (MDM) utilizing the Blackberry Enterprise Server (BES); actions include

activation and administration of account changes in the BES for over 1600 users. Installs soft certificates on

mobile devices and troubleshoots related incidents concerning key encryption

• Responsible for the installation and maintenance of wireless VPN access kits in EOP and USSS senior level

executive residences. Runs scripts to configure Cisco 891 VPN routers and configures commercial off the shelf

(COTS) wireless access points; provide user familiarization of products and incident support

• Coordinates call manager work center actions to ensure VoIP phones are programmed into the call manager

switch maintains operational oversight of LAN devices through SolarWinds management software monitoring

tool; coordinates scheduled and unscheduled maintenance

• Interprets customer requirements into technical solutions and provides guidance to engineers for future IT

requirements. Responsible for the lifecycle of over 100 thousand dollars in configuration management assets

for EOP and USSS. Assists project managers with multiple long term multi million dollar projects in

telecommunication service and enterprise architecture upgrades

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SHAWN K. GERMAN

2921 Truffle Oak Place • Woodbridge, VA 22191 • Home 404-***-**** •********@*****.***

White House Communications Agency (WHCA) Configuration Manager

Washington D.C., CACI, 2009 2011

• Executed the lifecycle replacement of 4000 plus configuration items valued over 4 million dollars for the White

House Military Office engineered client’s configuration management program by establishing guidance and

standard operating procedures per ITILv3

• Revised efforts to streamline software approval processes; improved turnaround time to customer 20% and

increased oversight of software management for baseline configuration of 300 assets

• Administered division IT configuration and life cycle management program; redefined business processes for

life cycle cradle to grave tracking of more than 3500 assets

• IT team advisor regarding projects, software licensing compliance, hardware configuration baseline, and

analysis of appropriate systems requirements, developing secure, cost effective IT solutions

• Managed printer reduction effort to leverage all in one copier solution and potentially save purchase and

maintenance costs worth 340 thousand dollars over a 5 year lifecycle period

• Researched interoperability, costs, and implementation of IT asset management with Microsoft SCCM software

suite; recommended consolidated lifecycle management of Agency Enterprise assets

United States Air Force, Network Infrastructure Systems Technician

US Air Force, 1999 2009

• Supervised 17 personnel providing secure voice services and maintained 14 million dollar White House secure

voice computer switching network in support of the President, Vice President, White House Staff, and 500

other executive branch customers

• Managed inaugural change over of 200 White House Staff circuits and enabled smooth transition for new

administration coordinated resources to ensure continuous delivery of critical voice services

• Processed combined total of 300 work orders, service outage requests and trouble tickets per quarter ensured

99 percent reliability of network services

• Delivered secure voice solution that interfaced with existing Wide Area Network engineered modifications,

extended service to customer’s residences, and saved 100 thousand dollars

• Maintained accurate operational costs supporting Presidential stateside and overseas missions worth over 1.1

million dollars and 510 tons of equipment

• Analyzed operations data, processed equipment orders, coordinated cargo movements, and tracked personnel

status maintained 4 million dollar government purchase accounts

• Delivered 8 IT infrastructure install projects under compressed time schedules in a deployed environment;

consistently completed 20% under budget on average and always on time

• Saved Air Force over 10 thousand dollars in contracting costs by engineering alternative solution for the

addition of 15 critical tactical voice circuits in support of military operations

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SHAWN K. GERMAN

2921 Truffle Oak Place • Woodbridge, VA 22191 • Home 404-***-**** •********@*****.***

• Provided Help Desk Support while deployed; created 100 plus user accounts, logged and tracked 200 trouble

tickets contributed to unit’s Outstanding Performance Award

• Trained 20 personnel and deployed worldwide with 9 million dollars worth of tactical communications

equipment successfully directed telephone switch team

EDUCATION

Community College of the Air Force (CCAF) 2005

Associate of Applied Science Degree in Electronic Systems Technology

PROFESSIONAL CERTIFICATIONS AND TRAINING

HDI Service Center Analyst Training 2014

CompTIA Network+ Certified Candidate ID COMP001020356718 2012

Distributed Service Desk Course, Microsoft Enterprise 2011

ITILv3 Foundations Certification Candidate Number 100******-****

Basic Communications Electronics Installer’s Course 2008

Defense Red Switch Network (DRSN) Installer/Maintainer’s Course 2008

First Line Supervisor Professional Development Course 2006

Fiber Optic Installation, Splicing, and Maintenance Course 2005

Communications Electronics Career Advancement Course 2005

First Line Supervisor Leadership School 2003

Deployable Secure Telephone Switching Unit Maintenance Course 2001

Secure Communications and Cryptographic Systems Maintenance 1999

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