Garrad Alexander Kiss

423-***-****

acxpmr@r.postjobfree.com

Education

Unfinished - Associate of Applied Science, Computer Science

Northeast State Technical Community College, Blountville, TN May 2008

Related Course work: CompTIA Security+ Certified: 895/900 score

CompTIA Network+ Certified: 800/900 score

Experience

Desktop Support Engineer

Teletech Holdings, Inc.

Scott County, VA November 2015-July 2016

Facilitated a new call center opening through support and administration of backend IT stack for Teletech Holdings, Inc. Supported 200 call center agents and 10 Operations and Administrative staff members between the hours of 7:00 am to 7:00 pm. Was responsible for facilitating day to day technical operations including but not limited to:

Active Directory account creation, support and maintenance

Windows Server 2012 VHOST support and administration for DNS, DHCP and Networked storage solutions

Windows 7 Desktop support for call center agents

Office 365 and Office 2008/2010 support

Exchange Server troubleshooting

Maintained connectivity between desktop environment and Anthem BCBS Citrix virtual desktop environments for HIPPA compliance

Worked with engineers on a new voice based solution called EPIC which automated much of the process of call resolution for the agents based on callers voice input to trigger different events in the desktop.

Wrote and shared scripts written as simple batch files as well as Powershell scripts on an as needed basis to perform rudimentary tasks such as rebooting the entire desktop environment at a specific time and running reports on randomly selected desktops for testing purposes.

Used SCCM to distribute custom built images of Windows 7 and Windows 10 via PXE. Assisted the Desktop Engineering department in testing new software that was to be included in future images in production.

Assisted in testing Windows 10 for eventual rollout to replace Windows 7.

A2 Hosting.

Guru Support Technician

Ann Arbor, MI (Remote/Work At Home) September 2015-November 2015

Worked remotely full time as a Level 1 and Level 2 support technician for the A2 Hosting customer base. Handled phone and live chat support of a Linux server environment spread across three international data centers. Primarily handled DNS, Exim email and PHP/MySQL issues related to service uptime and troubleshooting general issues. Mitigated DDOS attacks and various outages resulting in any downtime for customers. Handled various requests not related to outages and service interruptions such as migrations, virus/hack support, spam elimination and mitigation, and searching for customers who would rent server space for illegal purposes. Worked on VPS provisioning.

Owner/Operator

IT Security Contract work Ghostwerks

Kingsport, TN July 2014- September 2015

After going on Social Security disability, I briefly worked from home providing IT Security consulting services to area small businesses. Work included providing services for a doctor in the Jacksonville, FL area restoring data that had been intentionally damaged by another party that was needed in an ongoing civil court case at that time. Worked various small contracts and consulting gigs before closing to pursue a more stable income.

Consulting Broadcast Engineer

Holston Valley Broadcasting Corporation

Kingsport, TN August 2013-September 2013

Went in to the local ABC affiliate in Kingsport, Tennessee on my first consulting job to assist in a digital broadcast television engineering capacity. The station had a two-year running issue with Digital Closed captioning on their in-house programming. The existing engineers had issues integrating an IP-based closed captioning solution. I was tasked with implementing the solution for the broadcast facility before a certain period passed at which the facility would incur FCC penalties.

With absolutely zero prior experience, I learned the nuances of the solution on my own and successfully implemented the solution in a very short period of time. My contract ended upon successfully completing the work

Lead Systems Analyst

Cheek Solutions

Kingsport, TN March 2013-August 2013

Worked for this small, regional Managed Services Provider as the first outside employee hired that was not a founder. I provided IT support for many regional small and mid-sized businesses. At this job, a client purchased a Windows domain controller from us that was installed by the owner. Unfortunately, this domain controller was subsequently hacked by an international party. The hacker stored encrypted information on the server with a street value of roughly three million dollars per the US Secret Service. The server was installed without a firewall. I assisted the client who was losing roughly eight hundred thousand dollars daily by building a new domain controller for them over a weekend. I installed the replacement server with a Cisco ASA hard firewall appliance which I also programmed. I assisted the US Secret Service in advising on a distributed computing solution to brute-force crack the encryption key. It is my understanding that I provided a valuable service which led to the hacker’s arrest.

I also worked with GFI firewall solutions and wrote the company website while working here.

Communications Support Specialist

Kingsport City Schools

Kingsport, TN September 2007-May 2008

Was hired as the single point of contact responsible for Cisco Unity VoIP implementation across 9 Elementary and Middle Schools as well as one High School. I had a project budget of five hundred thousand dollars. I ordered and configured the hardware as it arrived, at which time I would deploy, install and then test the solution. I trained users on the system as well as support staff. I finished successfully several months ahead of schedule, at which time I assisted in developing an open source terminal server based on Ubuntu Linux for use in the school’s science labs. I also maintained the access control RFID keycard solution and the Geovision based DVR security camera solution.

EOC Technician II

HSN

St. Petersburg, FL December 2006-September 2007

Worked in the Enterprise Operations Center at HSN’s corporate headquarters. I worked with a wide variety of technologies including, but not limited to: NetApp Storage Appliances, Unix, Linux and Windows servers, Citrix infrastructure for remote users. Maintained nightly backups of data to digital tape on a rolling increment to Iron Mountain. Maintained SOX compliant logs nightly. Dispatched incident tickets to various support teams. Monitored for outages and alerted required staff during off hours when critical. Earned my Security+ certification while employed here.

PC Systems Technician

Rockwell Collins

Cedar Rapids, IA May 2004-February 2005

Worked on a six-month contract to assist in the NT End Of Life project, in which several of us were tasked with finding various computers running Windows NT 4.0 on the network and removing each computer individually that we were able to locate. Each computer was catalogued so each business unit could receive a newly deployed replacement. I was one of several of the contractors who were selected to extend their contracts for another six months. During my second six months, I was placed on the “Desktop Resolution Services” team which was tasked with responding to “break-fix” issues as they arose. Being equally successful in this capacity, I spent my final two months on the Global Services Desk. The GSD was Rockwell Collins’ internal solution for global internal customers. I would field at least sixty calls in an eight-hour shift. Most calls were resolved on the phone; the rest were documented and forwarded to a ticket queue for each internal IT support business unit.

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