Information Technology Support Specialists
Resume:
Andrew Russell
*** ******* ****, ******, ** ***** [pic] [pic] [pic]
************@*****.***
IT professional and support specialist with demonstrated ability to
integrate communication skills, experience and related education to exceed
technical, business, customer requirements and overall company goals.
Professionally trained A+, Network+, MCTS and MCITP certified. Committed
and motivated employee focused on the success of the team, the solutions,
the company and its values, while maintaining individual success.
TECHNICAL SKILLS
. Windows NT 4.0/2000/XP/7
. Microsoft Networking
. Troubleshooting and Software Implementation
. Desktop Systems and Component Repair
. OS Fundamentals
. TCP/IP Configuration
. Hardware/Software Installation
. Microsoft Office
. Preventive system maintenance and support
. Network protocols & standards
. Understanding of development, networking, security, and business concepts
. Diagnosing software and hardware problems
. Installation and configuration of client and server operating systems
. Install, configure, and upgrade Windows XP Professional
. Install and configure Windows Server 2000/03
. Set up users, policies and groups
. Perform post installation configuration
. Install, configure, upgrade and troubleshoot vendor neutral systems
WORK EXPERIENCE
INSIGHT GLOBAL, Camp Lejeune, NC
Dec 2014 - Present
SYSTEM ADMINISTRATOR
. Under minimal direction, coordinates operational designs, develops
support plans, coordinates implementations, and provides second level
support for local area network (LAN), campus area network (CAN), and wide
area network (WAN) solutions encompassing heterogeneous platforms.
Develops system support requirements by reviewing and analyzing customer
business processes and evaluating available ES and/or supplier
capabilities. Leads project teams in implementing new or upgraded designs
and coordinates project efforts with support groups. Creates plans that
support implementation of changes. Participates in system support design
and performance evaluation reviews. Advises on distributed network
computing issues. Establishes and maintains security and integrity
standards and controls. Ensures support plans and services meet customer
needs and expectations. Assists in the evaluation, testing and
recommendation of hardware, software, and network configurations based on
customer need. Coaches others in the application of new operational
support technologies. Analyzes user requirements and statistics to
identify trends and resolve performance issues. Coordinates and
approves updates of the site administration documentation. Keeps abreast
of emerging operational support technologies and industry trends.
Recommends appropriate price/performance improvement opportunities.
AECOM/AC FIRST, Afghanistan
June 2013 - July 2014
ADPE REPAIR TECHNICIAN/NETWORK TECHNICIAN
. Diagnose and solve software and hardware problems related to all company
APDE equipment.
. Replace or repair defective/damaged equipment as necessary. ADPE
repairer is responsible for testing and repair of all computer hardware
for AIS.
. Install and configure baseline software on company computers.
. Performs Quality ADPE Bench Quality Control Check Sheet to ensure that
proper Standard Configuration (Baseline) is in compliance with NOC
requirements and informs the manager of any know deficiencies.
. Upgrade operating systems and baseline software when appropriate.
. Perform routine preventive and corrective maintenance including setting
up, configuring, and operating of work station and peripheral equipment
(printers, monitors, cameras, and teleconferencing equipment).
. Routinely scan for viruses and spyware.
. Ensure that AC FIRST Portal is used to submit Information Management Work
request to indicate inspection & maintenance.
. In order to protect both personnel and company equipment, ensure that the
proper use of all standard safety procedures are followed when repairing
or maintaining ADPE equipment (e.g. safety glasses when working on
monitors and the use of anti-static wrist strap when working on all other
open computer equipment).
. Maintain daily control of all Bench area work orders and database entries
for completed work orders.
. Maintain property accountability for service-related parts and repair
equipment.
. Assist the System Administrator & Information Assurance Administrator as
needed.
. At the end of each shift, gather all trash and dispose of accordingly.
Ensure ADPE Repair workshop is kept clean and organized.
. Analyzes problems outlined by management, clients or Lead in terms of
detailed equipment requirements and capabilities.
. Works with customers or management to determine desired results.
. Assists in maintenance of data processing, network and systems equipment
for reliability and availability.
. Performs technical work involving analysis of administrative, fiscal,
statistical, and/or engineering problems.
. May be involved in application programming activities.
L-3 STRATIS/SITEC/USASOC, Fort Bragg, NC
August 2012 - June 2013
Distributed Computing Junior PC Technician
. Provide technical support for computers and peripherals, hardware, and
software.
. Install, troubleshoot, service, and repair personal computers, related PC
software, IP phones, cables, and connectors.
. Use Remedy program to properly account for work performed.
. Perform Life Cycle Replacement of workstations and ensure documentation
is present to support work performed.
. Perform unique software configuration.
. Update and coordinate warranty work for Workstations.
. Responds to Trouble Tickets as directed.
. Provides technical guidance as well as troubleshooting (to a degree
required to isolate malfunctions to a specific Hardware, Software, Driver
or Operating System), installation, removal, and replacement of defective
hardware components, drivers and equipment, the installation and
configuration of PC operating systems and the end user's desktop
applications.
. Assists end users on the use of System Software, Peripherals and
Applications while onsite.
. Works well both individually and with others.
. Demonstrates the ability to communicate effectively and courteously with
customers.
. Ability to troubleshoot technical and complex computer/network related
issues.
NCI Information Systems Inc. /Network Enterprise Center, Fort Bragg, NC
May 2011 - August
2012
Help Desk Specialist
. Incumbent serves as an Information Technology Specialist (CUSTSPT), in
the Network Monitoring Branch (NMB), with the responsibility for
providing administrative and technical support for the data, voice, and
video communications for Fort Bragg, North Carolina. Defines the
appropriate response (troubleshoots the problem) for the service calls on
all terminals, computers, and telephones upon receiving a user's request
for repair. Inputs the initial trouble ticket received via phone or
email, into the Remedy Service Order/Trouble Ticket System. Incumbent
provides technical support to users for problems with computers software.
Assists with the use of a variety of programs by responding to trouble
tickets and responds to direct telephone calls for assistance. Monitors
status of Network Monitor Center calls to identify any reoccurring
network or system issues. 45%
. Ensures that distributed systems problems, whether hardware or software,
are repaired by the appropriate personnel in a timely manner. The
incumbent troubleshoots various network user and telephone technical
issues. Interviews the users in order to define where the problem exists.
Correct problems for users on site and off site worldwide. Coordinates
all actions required for installation, relocation, de-installation, and
trouble tickets. Duties include the collection & analysis of Network
Monitoring Branch calls from users, direct interaction with installation
users and network services. Develops listing of requirements for new
versions of software applications that will resolve user issues. 20%
. Uses network monitoring tools, such as HP Open view Operations, Network
Node manager and Netbotz, and to identify and diagnose the severity and
impact any information technology problems or issues. These issues or
problems are highlighted on monitored display screens and indicated
immediate action is required. Escalate any problems or issues that can't
be resolved to information technology specialists within established
timeframes. Submits trouble tickets to appropriate work centers for
action & resolution. Monitors the progress of trouble tickets between
customer and work centers. Using knowledge of equipment and networks
develops and writes standard operating procedures. Updates, maintains,
and distributes standard network operating procedures to all network
users. 10%
. Performs customer satisfaction and maintenance tracking by randomly
selection twenty (20) percent of closed or completed work orders and
trouble tickets from the Remedy Action Request System each day, calling
the point of contact for the work order or trouble ticket and asking how
our service was. Responses are tracked in accordance with standard
operation procedures and guidelines. Weekly and monthly reports are
compiled based upon the responses and presented to management for
evaluation. 10%
. Monitors the organization's security badge access system and cameras.
Monitors which individuals are accessing organizational buildings and
assists in the positive identification of all individuals who are
accessing any Information Technology building using cameras and badge
identification cards. Ensure positive control and access is maintained
over all IT facilities. Ensures that all buildings are properly locked
and any open doors or gates are reported immediately using established
guidelines. Assists with afterhour's access to any Information Technology
Facility. 10%
. Monitors the environmental conditions within Information Technology
facilities. Ensure the temperature, humidity, electrical power, are all
within normal operating range for the equipment installed within the
building. Monitors to ensure generator power is operational during
periods when no commercial electrical power is available. Escalates any
environmental or power problems to the appropriate authorities using
established guidelines. 5%
EDUCATION AND CERTIFICATIONS
New Horizons Computer Learning Centers, Durham, NC
Current certifications: CompTIA A+, CompTIA Network+, CompTIA Security+
MCTS: Windows 7 Configuration and MCITP: Windows 7 Enterprise Desktop
Support Technician
MCTS: Windows Server 2008 Network Infrastructure Configuration
Cisco Certified Network Associate (CCNA)
Fayetteville State University, Fayetteville, NC
BS - General Business Administration
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