Customer Service, Help Desk, network
Resume:
Jacob Barton
Security Clearance: Department of Defense Secret
Clearance last active Sept 2013 (Currently Inactive)
Contact
Tel : 919-***-****
E-mail : *******@*****.***
Skype ID : jsb7550
Address
190 Cattie Dr. Cameron, NC 28326
Profile
Objective: I am seeking a network administrator or similar IT oriented position.
Availability: 1 week or as soon as needed
Marital Status: Single / no children
D.O.B: 11 / 10 / 1983
Passport: Current
Technical Expertise
Certificates: ITILv3 A+ Security+ CCNA CCNA Voice CCNA Security CCNP
(R+S) 3/4 exams
completed toward CCNP Security (currently working on IPS/IDS exam)
Education: 115hrs/124hrs completed toward computer science bachelor’s degree at
the University of
North Carolina at Wilmington
SAP administrator training, Nashville, TN
Western Harnett High School - Diploma
Skills:
• Able to install, configure, troubleshoot, upgrade and repair desktops and laptops.
• Able to install, configure and troubleshoot Cisco switches and routers and some
experience with Cisco Firewalls
• Able to create and manage Cisco VOIP profiles in the call manager and configuring
physical Cisco IP phones
• Excellent customer service
Operating Systems: Windows 98 / 2000 / XP / Vista / 7 / Cisco
Software: Symantec Ghost, Symantec Antivirus, MS Office 2003/2007 Suite,
Remedy,
Adobe Reader/Pro/Photoshop, SAP Business Management Software,
ERD Commander,
MS Visual Studio, Active Directory, Putty, GNS3
Hardware: Dell GX 170/270/280/320/520/Optiplex/Latitude, Avaya 4621 phone
system, Cisco switches,
routers, and phones, printer configurations
Languages: Java, C+, MySQL, Cisco OS
Professional Experience
Five Rivers Services, LLC FOB
Pasab, Afghanistan
Service Desk Administrator I July
2013 – Sept 2013
Primary support and interface with unit Information Management Officers (IMO) to ensure all Help Desk
resources are utilized in the most efficient manner. Assisting the IMO with the daily functions of computer,
network and software management for the site and end users.
Performing the daily duties of a Help Desk Administrator which include but are not limited to: Providing
assistance to all customers who seek help at the front desk. Conducting phone troubleshooting. Working in
Remedy to create, log and properly process work orders. Troubleshooting site approved operation systems
and software. Acting as a liaison with other departments to reactively and actively serve the customers’ needs.
Coordinating non-work resources such as company vehicles to insure all employees can report to work as
scheduled.
Performing troubleshooting on NIPR, SIPR, CENTRIXS military networks
Managing trouble tickets using Remedy.
Working on a 2 – 3 man team in 12 hour shifts to provide 24 hour around the clock support.
ITT Exelis FOB
Pasab, Afghanistan
Help Desk Administrator May
2012 – June 2013
Primary support and interface with unit Information Management Officers (IMO) to ensure all Help Desk
resources are utilized in the most efficient manner. Assisting the IMO with the daily functions of computer,
network and software management for the site and end users.
Performing the daily duties of a Help Desk Administrator which include but are not limited to: Providing
assistance to all customers who seek help at the front desk. Conducting phone troubleshooting. Working in
Remedy to create, log and properly process work orders. Troubleshooting site approved operation systems
and software. Acting as a liaison with other departments to reactively and actively serve the customers’ needs.
Coordinating non-work resources such as company vehicles to insure all employees can report to work as
scheduled.
Performing troubleshooting on NIPR, SIPR, CENTRIXS military networks
Managing trouble tickets using Remedy.
Working on a 2 – 3 man team in 12 hour shifts to provide 24 hour around the clock support.
Baghdad, Fallujah, Al Asad, Iraq
CMSS
SAP Administrator Nov 2007 – July 2008
Installing, managing and troubleshooting SAP software on company laptops.
Provided 30 hours of training sessions for 30 employees at local and remote sites on
the use and function of SAP software.
Installing and providing support for software applications, printers, operating systems
and hardware issues.
Installed, maintained and troubleshot HughesNet satellite internet for 3 different sites.
Troubleshooting network issues locally and at remote sites.
Completed initial SAP database population of 5,832 inventory items.
MNSTC-I Baghdad, Iraq
EODT
Help Desk Administrator May 2006 – October 2007
Working on a six man team providing support and troubleshooting for NIPR, SIPR, and
CENTRIXS military networks while giving 24 hour support for setting up printers,
drivers, patches and software.
Supporting either phone support or in house calls for the customer.
Comprehensive training, and hands on experience with help desk software.
Provide helpdesk support for software applications, operating systems and hardware
issues.
Creating and managing user accounts through Active Directory.
Managing trouble tickets using Remedy.
Imaging machines using Norton Ghost applications.
Installing and troubleshooting Avaya 4621 phone systems.
Scheduling, setting up and troubleshooting DVS and IP-based US Secret VTC’s.
Working under a 3-star command to provide support and managing accounts for over
1000 NIPR users.
References
Available upon request
Contact this candidate