Information Technology Customer Service

***** *.*. **** ***** • CORAL SPRINGS, FLORIDA ***76

Phone: 954-***-**** E-mail: ********.********@*****.***

Reginald Karl-Patrick Gregoire

AVAILABILITY DATE: June 2016

COMPUTER INDUSTRY CERTIFICATIONS

CompTia Network+ CE Certification, CAREER ID: COMP001006662472.

Microsoft Certified Technology Specialist – Windows 7 Configuration, CANDIDATE ID: sr6623737.

CompTia Security+ CE Certification, CAREER ID: COMP001006662472.

EDUCATION & TRAINING CERTIFICATES

CIS Operator/Analysts, U.S. Army Signal School, Fort Gordon, Georgia 2003

Computer Network Defense I, WAAF Training Center, Wiesbaden Germany 2007

Computer Network Defense II, WAAF Training Center, Wiesbaden, Germany 2007

Knowledge Management (SharePoint), WAAF Training Center, Germany 2007

DA Level II IA Training, Wiesbaden Training Center, Wiesbaden, Germany 2007

Organizational Unit Admin, WAAF Training Center, Wiesbaden, Germany 2008

IA Manager and Staff, WAAF Training Center, Wiesbaden, Germany 2008

Primary Leadership Development Course, NCO Academy, Germany 2008

Windows Vista Enterprise and Office 2007 Integration, Fort Gordon SIT, Georgia 2009

Cisco Certified Network Associate (CCNA) learning track, Plantation, Florida 2013.

Certified Information Systems Security Professional (CISSP) learning track, Plantation, Florida 2013

DoD Assured Compliance Assessment Solution training (ACAS), Kabul, Afghanistan 2015

EC-Council Ethical Hacking and Countermeasures coursework (C EH), Kabul, Afghanistan 2015

Bachelor of Science in Computer Networks & Security, UMUC (Adelphi), 2015

Master of Science in Cybersecurity, UMUC (Adelphi), Present

QUALIFICATIONS

Outstanding technical writing and oral communication skills.

Five years of experience in information assurance and incident handling.

Strong communication skills with culturally diverse clients at all levels of management.

Eleven years of experience in Tier I/II/III customer service support and trouble ticket handling.

Twelve years of hands on experience in network troubleshooting and systems administration.

EMPLOYMENT HISTORY & ACCOMPLISHMENTS

Tier II Helpdesk Specialist

C4 Planning Solutions, Miami, Florida MAR 2016 – Present

Responding to and diagnoses problems through discussion with users.

Ensuring a timely process though which problems are controlled including problem recognition,

research, isolation, resolutions and follow-up steps.

Supervising operation of help desk and serves as focal point for customer concerns.

Providing support to end users on a variety of issues.

Identifying, researches, and resolves technical problems.

Responding to telephone calls, Email and personnel requests for technical support. Documents, tracks and monitors all problems to ensure a timely resolution.

Providing tier I and II support to end users for either PC, server, mainframe applications and/or hardware.

Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

Simulating or recreating user problems to resolve operating difficulties.

Recommending systems modifications to reduce user problems.

Referring more complex problems to intermediate and/or senior level.

Lead Help Desk Technician

General Dynamics Information Technology (GDIT), Bagram Airfield, Afghanistan DEC 2014 – OCT 2015

Managing Windows domain user and computer accounts across multiple job sites.

Administering touch labor support on computer systems and other networked devices.

Configuring VoIP phones using Cisco Unified CM Administration.

Monitoring of network and network resources using SolarWinds.

Submitting weekly assessment reports of site operations.

Submitting and tracking network, system, and client requests via CRM software.

Conducting information assurance remediation per CERT guidance.

Reason for Leaving: End of contract term.

Senior Systems Technician

General Dynamics Information Technology (GDIT), TSHF, FT. Meade, Maryland OCT 2013 – DEC 2014

Administering Windows domain user and computer accounts across multiple job sites.

Installing secure VPN network solutions at customer tail sites.

Submitting weekly assessment reports of site operations.

Submitting and tracking network, system, and client requests via CRM software.

Asset Management (software license compliance, asset tracking, request fulfillment, charge backs).

Reason for Leaving: Lost of funding for position on contract.

Video Teleconference Support Technician JAN 2011 – FEB 2013

General Dynamics Information Technology (GDIT), RC (E), RC(S), U.S. CENTCOM, Afghanistan

Scheduling video teleconferences and resolving time/resource conflicts via VC Wizard.

Performing system maintenance on video teleconferencing equipment (Tandberg 1000/3000/6000/8000).

Instructing customers on site and remotely on video teleconferencing operations, maintenance, and troubleshooting procedures.

Submitting and tracking network, system, and client requests via Siebel, Remedy, or other CRM software.

Reason for Leaving: End of contract term.

Senior Network/Computer Support Technician AUG 2009 – DEC 2010

General Dynamics Information Technology (GDIT)

DoDIIS Southeast Regional Service Center, U.S. SOUTHCOM, Miami, Florida

Conducting network, systems, and touch labor support to garrison personnel (3000+ customers).

Configuring and administering Solaris 9 and Windows 2003 Enterprise user access accounts.

Configuring database, web, and email access accounts for initial use.

Submitting and tracking network, system, and client requests via Siebel, Remedy, or other CRM software.

Monitoring and reporting local area and wide area network circuit outages as well as authorized service

interruptions via Precision NetCool, Solaris 9, or Spectrum.

Reason for Leaving: Transfer to new contract award.

Information Systems/Network Administrator DEC 2006 - MAY 2009

102d Signal Battalion, 255th Signal Detachment, Wiesbaden, Germany

Conducted network, systems, and touch labor support to garrison personnel (5000+ customers).

Salvaged over 3 million dollars of network equipment during base realignment and closure taskings.

Managed port activation/density issues for network switches on post.

Facilitated touch labor support for Automated Information Systems (AIS) in Regional Operations Centers (Wiesbaden and Baumholder, Germany).

Instructed several tactical military computer operations training courses.

Degaussed media storage devices and sanitized routers and switches for life-cycle replacement.

Delegated users and computers network resource access privileges to garrison networks.

Assisted in garrison-wide Windows Vista Army Gold Master operating system deployment using Microsoft System Center Configuration Manager 2007.

Reason for Leaving: End of contract term.

Local Area Network Technician/Analyst/Administrator APR 2005 -DEC 2006

Joint Special Operations Task Force-Horn of Africa (JSOTF-HOA), Djibouti, Africa

Performed briefings for new users on system security while ensuring that all users understood

security requirements of assigned systems to include Terminal Area Security duties and responsibilities.

Created over 300 NIPR/SIPR user and Exchange email accounts within target deadlines.

Imaged over 200 NIPR/SIPR laptops and workstations to meet DoD AIS security standards.

Scheduled weekly VERITAS backup procedures on DELL NIPR and SIPR Windows 2003 member servers.

Maintained network availability and security of mission critical LAN/PAN networks.

Conducted weekly maintenance and monthly consolidation of network devices.

Facilitated the installation and configuration of JOC (Joint Operations Center) software (C2PC, DCTS, Falcon View, Windows Netmeeting, and Microsoft Office Suites).

Published standard operating procedures for executing tier II service missions.

Reason for Leaving: Permanent Change of Station (PCS).

Information Assurance Network Security Technician DEC 2003 - APR 2005

WRAMC Information Security Response Team, Washington, DC

Managed reports of security breaches, violations of rules, regulations, policies, procedures, and codes associated with security response. Ensured network was free of vulnerabilities and updated according to AR 25-1.

Responded to over 6,000 customer requests. Tracked and reported incidents. Assessed security events to determine impact on network. Executed corrective action plans and made recommendations to management for corrective long-term preventive solutions to avoid recurrence.

Monitored and audited all network-connected devices. Installed and configured software /hardware tools that monitored the NIPR network. Reported potential security-breaching events.

Responded to security threats, conducted analysis, and applied recommended solutions. Utilized training and experience in the Information Assurance Vulnerability Management system (IAVM), Computer Associate Unicenter Enterprise Management System, and Army Asset and Vulnerability Tracking Resources (A&VTR) database, Information Security Scanning, Q-TIP, Harris STAT, and Retina Security.

Provided customer support services for computer user/specialist interface, including installation, configuration, troubleshooting, and customer assistance. Utilized CRM database to track work orders, facilitating problem resolution in a timely manner, and assessed effectiveness and performance.

Reason for Leaving: Permanent Change of Duty Station (PCS).

AWARDS

Joint Service Commendation Medal, Djibouti, Africa 2006

United States Army Commendation Medal, Washington, D.C. 2006

United States Army Commendation Medal, Wiesbaden, Germany 2009

GDIT Team Achievement Certificate - Operation Unified Response, Miami, Florida 2010

CJTF-3 Intelligence Enterprise Certificate of Appreciation, Afghanistan 2013

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