Customer Service Technical Support

**** ******* ***** 210-***-****

Joseph F. Stokes

San Antonio, TX 78232 ********@*********.***

SUMMARY

A confident and reliable IT support engineer possesses 16 years of experience in network

administration, technical support, and IT infrastructure/helpdesk analysis along with an extensive

military background. Adept at maintaining applications and installing backup systems, upgrades, and

patches. Skilled in identifying, troubleshooting, and resolving issues. Quickly masters new

technologies and methodologies. Capable of communicating with all levels of internal and external

stakeholders. Detail-oriented and precise, with an exceptional work ethic; multi-tasks and performs

well under pressure independently and as a team member/leader to complete assignments and

achieve objectives.

Expertise spans: Internet/Intranet/Web Technology, System Configuration/Installation, Web/Email

Security, Telecommunications, Operations/Project Management, Policy/Procedure Development,

Training, and Customer Service

TECHNICAL SKILLS

HARDWARE: Cisco switches and routers (2955, ME3400, 3650EX, 3750x, 3800 Series, 2811, 2900 Series, 6500

Series, 7600 Series) and wireless APs (Cisco 1132, 1142, 1242, 3602i, 1522, 1552),Cisco Nexus, Cisco UCS,

Cisco FWSM and ASAs, Cisco Access Control System (ACS), Cisco Call Manager (CCM), Cisco IP Phones, IronPort

proxy, Alvarion Bridges, Granicus, various Dell PCs, Dell laptops, Dell servers, Apple iMacs, MacBookPro, HP

Client Servers, StorageTek, Veritas, Fluke OptiView Network Analyzer, Cradlepoint routers, Avaya phone

systems, Utility Products, Coban Video, HP and Lexmark Laser Printers, various barcode printers, iPhones and

other cell phones

SOFTWARE: Cisco Prime Data Center Network Manager (WCS and NCS), Cisco iOS, Cisco ACNS, VMware v4.1,

SolarWinds Orion, BlueCat Networks (Proteus, Adonis750, Adonis1000, IPv4 Networking and Addressing), Active

Directory, DNS/DHCP, ISP/IDS, Windows 7/8, Windows 2008R2/2003, Windows XP/2000, VMWare, netBackup, MS

Office Professional/2003-2013, MS Project, MS Visio, SCO UNIX 5.0, HEAT, BMC Remedy, TrackIT, Crystal Reports

10.0, Dameware, Bomgar, pcAnywhere, WordPerfect, Smarterm, KEA, Lotus, McAfee/Norton Anti-Virus, Adobe

Photoshop, AirMagnet Wireless, NetMotion Wireless, TriTech CAD (Computer Aided Dispatch-Public Safety), VNC,

VPN, NAC, working knowledge of mySQL, SMS and firewalls, AT&T and Verizon broadband modems and software

EXPERIENCE

Network/System Administrator Jan 2014 –

Present

Self Employed, San Antonio, TX

Install various switches and routers in the San Antonio local businesses area. Provide technical support and

infrastructure analysis for troubleshooting and resolving issues. Installed network segments, Internet and

intranet systems. Installed wireless access points to allow customers access to their networks with handheld

devices. Ran cabling for all equipment. Developed security controls for filtering, gateway anti-virus control.

Provided and supported termination point for vpn remote access users.

Network Administrator

CITY OF SAN ANTONIO, San Antonio, TX Mar 2009 - Oct 2013

Analyzed, designed, installed, administered, maintained, and troubleshot network systems. Participated in

capacity and network disaster recovery planning. Monitored network performance. Screened the network for

attempted intrusions; established network security measures and procedures. Designed and implemented

advanced cabling infrastructure to support network systems. Provided Tier II/III support for network issues

escalated through the customer service center 24/7. Provided technical support for all network equipment at

all city and municipal buildings. Maintained software for all wireless carriers (AT&T, Sprint, Verizon) for VPN

tunneling back to the city’s network.

• Eliminated the need for four physical servers by configuring, installing, and managing NetMotion

software on 2008R2 servers in a virtual environment. Migrated from Win2003 physical server to virtual

VMWare to Win2008R2 server for NetMotion servers, which created multiple servers for redundancy and

backup failover, allowing for quicker installs of updates and software upgrades as well as for servers to

reboot in seconds versus minutes.

• Proved instrumental in configuring, installing, and managing NetMotion VPN software on all

Public Safety laptops in 900 police and fire department vehicles, allowing all devices to connect to

the internal city network. Installed new Computer Aided Dispatch (CAD) software in 600+

laptops. Migrated Public Safety from legacy 2g/3g modems to 4g/LTE and a wireless format to

allow quicker connection to the city network.

• Helped to plan and coordinate the implementation of Coban-In-Car Video for 600 police vehicles to

allow for constant uploads of videos via a wireless network, which cut upload time from 45-60 minutes to

10-15 minutes by eliminating the need for officers to remove hard drives from vehicles and upload the

videos one at a time via a USB connection in a police substation.

• Contributed significantly to the installation and configuration of 1,000+ wireless Access Points (APs) for

city buildings and warehouses.

• Configured wireless APs for a Transportation Signal System Management (TSSM) project impacting

approximately 1,400 traffic intersections.

• Configured, set up, and deployed a Cradlepoint Broadband router/switch with AT&T/Verizon carriers for

Public Safety use in cameras and traffic intersections.

• Upgraded and configured switches and routers for 50 fire stations.

• Installed and upgraded Granicus hardware/software to feed video from City Hall through Time Warner

and Grande Communications to city networks for live/recorded video feeds

Information Technology Infrastructure Analyst

THE BOEING COMPANY, San Antonio, TX Jun 2003 – Feb 2009

Provided technical support for proprietary and standard software on 1,500+ desktop PCs, including maintaining

systems through an Active Directory forest and placing systems in specific Group Policy Objects (GPOs).

Created, maintained, and troubleshot GPOs. Assisted with system integration, hardware/software installation,

and workstation/server configuration and disposition to support the architecture. Supported the design,

validation, and implementation of changes to computing delivery systems. Performed system monitoring,

backup, and restore procedures to ensure system/data availability. Conducted all system backups of all

servers and specific devices. Aided sites with general system setup as well as with transferring/installing

software, patches, printers, and files. Participated in evaluating, testing, and supporting the network and PC

environment. Held responsibility for complex problem analysis and resolution.

• Reduced worker turnaround times for parts and order placements 50% by designing and installing portable

workstations that connected via a wireless network to the main Boeing network, enabling workers to perform

their duties, input hours for specific jobs, and request parts without having to leave the aircraft.

Help Desk Analyst

EDS, San Antonio, TX Dec 1999 - Sep 2002

Provided Tier II/III technical support through pcAnywhere, FTP, and Telnet protocol for the 34 th United States

Army Medical sites. Assisted with general system setup as well as transfers of software, patches, and printers.

Using Business Objects produced Crystal Reports from a HEAT database used for tracking, updating, and

maintaining customer calls.

• Defined procedures for the HEAT tracking system using Software Engineering Institute/Capability Maturity

Model Integration (SEI/CMMI) protocol.

MILITARY: U.S. Air Force – Wilford Hall Medical Center, Lackland AFB, TX Oct

1979 – Oct 1999

NCOIC Laboratory Information Systems – Mar 1990 to Oct 1999; NCOIC Radio Immunoassay-Special Chemistry –

Feb1985 to Mar 1990; Laboratory Technician-Special Chemistry – Oct 1979 to Feb 1985

EDUCATION

Bachelor of Science in Computer Science – In Progress, Park University

Cisco Certified Network Associate (CCNA) – In Progress, Global Knowledge Boot Camp

Training: Criminal Justice Information System (CJIS), TriTech System Administration, Laptop Security,

Computer Security, various military leadership/supervisory school.

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