Customer Service Information Technology

VENICE LAMB

**** *** **

Upper Marlboro, MD *****

Home: 718-***-****

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

OBJECTIVE: Seeking a position as an Information Technology Technician.

SUMMARY OF QUALIFICATIONS:

- Active Top Secret Clearance

- Network+ Certified, Security + Certified, Video Teleconference (VTC)

Certified, Certified PC Service and Support Technician

- Over ten years of experience in the Information Technology field

- Outstanding customer service skills

- Ability to adapt to changes and to learn new things quickly

- Exceptional ability to multi-task and work under pressure

- Able to work well with minimum supervision and also as a contributing

Member of a team

EDUCATION:

- Bachelor’s Degree, Information Technology, UMUC, Adelphi, MD Jun 2014 – present

- Associates Degree, Business Management, Columbia Southern University, Orange Beach, AL, 2010

CERTIFICATIONS:

- Security+ Certification, CompTIA, HI, 2010

- Network+ Certification, CompTIA, HI, 2009

- PC Service and Support, Learning Tree International, Reston, VA, 2000

- Standard COMSEC Custodian Course Certified - 5/2000

- TANDBERG TMS Specialist Certification - 7/2008

- TANDBERG Technical Associate Certification – 7/2008

- TANDBERG Technical Expert Certification – 7/2008

- DVS Level 1 Training – 6/2008

- DVS Certification Level 2 - 10/2009

EMPLOYMENT HISTORY:

- PC Support Specialist, NCI Inc. Joint Base Andrews MD 20762 Feb 2011 – Mar 2014

- Information Technology Operator Analyst, U.S. Army, Fort Shafter, HI, Mar 2008 – Apr 2011

- Information Technology Specialist (INET), Department of Defense, Carlisle, PA, Jan 2006 – Nov 2007

- Information Technology Specialist, Department of Defense, Carlisle, PA, Jul 2005 - Jan 2006

- Information Systems Team Chief, U.S. Army, Carlisle, PA, Oct 2004 - July 2005

- DMS Administrator, U.S. Army, Camp Zama, Japan (Includes Okinawa), Sept 2001 – Sept 2004

- Helpdesk Technician, U.S. Army, Carlisle, PA, Jan 1998 - Aug 2001

COMMUNICATIONS SECURITY (COMSEC) CUSTODIAN

Troubleshoot STE/STU-II phones and KIV-7s. Received crypto keys for KIV-7s and TACLANES.

Rekeyed equipment as needed for operator support to include updating the software on the STE phones

and the KOV-21 cards. Destroyed superseded crypto keys. Loaded keying material via DTD and

AN/CYZ-10 to KIV-7s and TACLANES. Train users on how to operate equipment and to perform Over-

The-Air-Rekey (OTAR) on the KIV-7 for Video Teleconferencing equipment.

HELPDESK TECHNICIAN

Assembled, configured, and installed desktop and notebook computers on a reoccurring basis. Provided

technical support to 500+ customers through the use of the REMEDY Ticketing System. Diagnosed

hardware and software problems and replaced defective components. Reinstalled, upgraded and created

images for different operating systems ranging from Windows 95, Windows 98, Windows 2000, XP and

Vista. Maintained and inventoried parts for emergency repairs. Installed and deployed 300 computers for

users of the Carlisle Barracks. Installed SMS (System Management Server) on over 100 computers.

INFORMATION MANAGEMENT OFFICER (IMO)

Configured, solved problems maintained and installed computers with various operating systems

including Windows 2000, XP and Vista. Installed and resolved issues with software such as Norton

Antivirus, Adobe and Microsoft suite Approve It, Pure Edge and Active Client. Installed printers and

digital senders. Created and deleted user accounts, group accounts and computers using Active Directory.

Provided Level 1 and 2 Tier support for over 1000 users via e-mail, phone and in person. Supported over

2000 NIPRNET and SIPRNET workstations.

PC SUPPORT SPECIALIST

Supervise the installation of all Microsoft Operating Systems to include, Windows 95, 98, Microsoft

windows XP, Microsoft windows 2007 and Microsoft windows 2010. Assists staff with the installation,

configuration, and ongoing usability of Laptop computers, peripheral equipment and software within

established standards. Train both NCC and customer staff on the use of hardware and software. Perform

upgrades with server patching on systems to ensure longevity and optimal performance. Update customer

incident records in the Remedy system to determine and resolve problems received from clients to include

issues with share drive permissions or mailboxes. Troubleshoot issues with distribution list within Active

Directory and DRAG. Provide desktop support for over 1,700 DOD customers (NIPRNET and

SIPRNET). Administer Computer and user accounts with password resets and train newly hired

technicians to ensure they understand the how to manage and assist customers that need to access

SharePoint sites. Use remedy 7.6 to track, pinpoint, manipulate and resolve tickets so they are closed in a

timely fashion. Image computers and maintain laptops for COOP and patching via TCNO (Time

Compliance Network Order) updates. Stay available for emergency issues within the ANGRC by being

on the rotating 24x7 On Call Schedule.

Claim ownership of all issues from inception to resolution by analyzing, prioritizing, tracking and

escalating (if necessary) to proper support teams. Utilize communication skills and diplomacy to work

well with people in all levels of Military and Civilian organization. Use basic troubleshooting to correct

Level 1, 2, and 3 offices, hardware/software, network, login, TCP/IP, VPN, Blackberry, and printing

problems. Use Remote Desktop Connection, and SMS to remotely administer user’s computers for

troubleshooting. Be the point of contact for network outages and upgrades. Interface with customers to

ensure all IT requirements are fulfilled in a timely and professional manner. Prepare weekly, monthly,

quarterly and annual reports as required. Provide continuing training and review and/or development of

related policies and procedures. Address Blackberry issues in a timely fashion and CAC sled issues when

needed.

SECURITY MANAGER

Investigate all Network Security Violations (NSV) within the organization. Prepared written reports

identifying findings, noting significant observations, and recommending necessary corrective actions

when required. Determined the nature and extent of noncompliance and whether compliance is indicative

of internal management processes or more general problems with overall compliance posture. Ensured

users were trained on the proper use of DoD computers and the proper way to secure information.

SUPERVISION & LEADERSHIP

Supervised military and civilian personnel and coordinated workers engaged in problem solving

monitored data communication equipment and software. Created Standard Operation Procedures (SOP)

for working in the Helpdesk as well as created a daily check list to record daily data communications

transactions, problems and remedial action taken and installation activities. Planned and scheduled daily

work assignments. Counseled personnel to improve job performance & efficiency. Provided technical

guidance and training, which improved work performance and career development.

SYSTEM ADMINISTRATOR

Served as the SharePoint Administrator - updated and maintained the organizations web portal.

Coordinated, configured and installed different SIPRNET Networks needed during 12 Strategic Exercises.

Installed IAVA patches and antivirus updates on over 1000 NIPRNET and SIPRNET computers which

allowed for an overall average of 96% of all computers being in compliance with Department of Defense

(DoD) and Information Assurance standards.

VTC TECHNICIAN

Provide Video Teleconferencing technical support for 4 TANDBERG VTC suites. Troubleshoot and

maintained all TANDBERG equipment to include codecs, IMUXs, AMX and KIV-7s. Coordinated,

scheduled, and conducted over 200+ classified and unclassified Internet (IP) and ISDN video

teleconferences with US- and overseas-based clients; utilizing H320 and H323 protocols. Trained clients

how to operate equipment.

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