Sign in

Customer Service Network

Austin, Texas, United States
January 24, 2017

Contact this candidate

Rashanna M. Marshall

*** ********* **. ******, *****



Professional Experience


(SAVVY Solutions)

IT Help Desk Analyst August 2016 – Present

40 Hrs. Weekly

Diagnose and troubleshoot software and hardware problems.

Attain established customer service standards

• customer service

• interpersonal skills

• good telephone etiquette

Organizational and time management experience

Strong verbal and written communication skills

Problem-solving and extensive technical troubleshooting

Ability to establish and maintain a high level of customer trust and confidence.

Knowledge of moderately complex hardware and software products and problem solving/ troubleshooting skills.


Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements


Experience with Advanced Driver Configurations and troubleshooting.

Provides Tier 1 and Tier 2 support of medium to high complexity.

Works in a team setting, sharing information and assisting others with calls. Service Now Ticketing System

BCM (Remedy)


Cisco Any Connect (VPN)

System Center Configuration Manager (SCCM) (Remote Access) Power Term (Mainframe)

Quest (active Directory)


Microsoft: OWA-Outlook Office 365

Cisco Unity Connection Administration, Cisco Jabber, Cisco Unified CM Administration Purchase Request/ Orders

Capgemini (State of Georgia)

Jr Network Desktop Support Analyst

Austin, TX Feb 2016 – April 2016

40 Hrs. Weekly

Received incoming calls from State agencies requesting assistance with numerous of user accounts on

around six different domains and two networks.

Troubleshooting different application software for the state of Georgia Agencies

Install of computer drivers and any necessary software and equipment to maintain operations for the State of Georgia and their agencies.

Assist End user with Microsoft Outlook Office 365 Windows 7 OS

Assisted with Pulse Secure software for VPN troubleshooting connectivity, password, accounts.

Managed and maintain active directory user accounts computers, printers, groups

Provided customer service to State agencies if Georgia

Remotely managed computers with Bomgar to assist End User with troubleshooting and Information request

Provided outstanding customer technical assistance and support

Phone systems issues

Experience with the company’s Management of the enterprise structural framework

Troubleshot and install printers, scanners, phones, computer etc

Manipulation and reception of customer information.

Use of ticketing system Remedy to account for the company’s workload and to track information forwarded to other section more so for any additional troubleshooting that could not be concluded at the Support Desk.

C Watkins & Associates (Core Logic)

IT Tier 1 Help Desk Manager -Veteran Affairs May 2014 – October 2015 Austin, TX

(Government Contractor)

40 Hrs. Weekly

Supervised the IT Tier 1 Help Desk and employees

Tier 1 troubleshooting on applications and software managed by the client

Conducts weekly reports for the contract and supplied to the VA as requested by client

Assist the VA and their clients with the AVM, LSAM, Appraisal System and requirements

Creates training accounts for the VA’s Client to conduct training

Maintain timesheets every week and any other HR requirements for the position

Handles escalated issues that involved the Help Desk, Helpdesk Employees and provides resolution

Provided advice and guidance on a wide range and variety of complex IT issues.

Project lead, responsible for timely and successful completion of assigned projects and tasks

User administration, developing new methods, approaches and procedures in specialty area(s)

Provided outstanding customer technical assistance and support

Report directly to the Project Managers

Provides coverage for Service Desk Phone/e-mail, by answering client requests for information,

Creates help desk tracking tickets through Oracle, documenting information into knowledge base and

escalating to proper personnel and/or department.

Act as first level of escalation, as required, to address issues.

Assist in the resolution of customer and support issues by referring issues to appropriate section.

Manipulation and reception of customer information.

Applied knowledge of IT systems and services used in the automated acquisition, storage, retrieval of systems networks.

Ensures timely distribution of solution to support customer satisfaction.

Maintains basic knowledge of relevant products and support policies.

Tracks trouble tickets through resolution and updates problem resolution knowledgebase Epsilon Inc,

Network Administrator/ Desktop Manager

Security Marine Force Reserve (MARFORRES) HQ

Network Systems, Fort Worth, TX May 2012 – October 2012 (Contractor) 40 Hrs. Weekly

Setup and configured CISCO 2900 - 6500 series routers, providing support to 180+ sites connected to the MARFORRES classified and unclassified WAN Backbone with approximately 2000 routers.

Plan, Managed, Configured, and Designed systems with the mission, goals, structure, and processes of the organization as requested by and for the DOD standards.

Analyzed affecting difficult issues affecting any parts of the networks infrastructure

Designed, Planning, Implemented the organization (company) Network to meet the needs of the military to make operation run more swiftly.

Troubleshoot with Marines on outages via phone and follow-up on any assigned tasking push from


Administrated, delivered, and supported IT systems and services.

Advised and provided input of improvements on a wide range of different information technology software, policies, hardware, interpretation, and standards.

Visit sites for any additional troubleshooting that can’t be resolved remotely

Manage Cisco switches remotely on 32 sites across the U.S. on RNET Network.

Update and maintain network diagrams and LTI’s

Created tickets and troubleshoot outages with Verizon, Base Telco, and Comcast remotely.

Supported, guided, and assisted co-workers with lesser administrator experience.

Developed, Administrated Coordinated the installing of systems for the acquisition, storage, and data recovery. Maintain hardware and software for the systems as required. Any updated configuration for network devices phones, printer, scanners, faxes, switches, desktop, laptop, and severs.

Served as Network Administrator Specialist performing work, independently or as a member of a team

Planning and coordinating the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.

Project lead, responsible for timely and successful completion of assigned projects and tasks

Configuring routers and switches to deploy and replace Legacy equipment on MARFORRES sites throughout the U.S.

Updating local share portal. This task consists of centralizing all sites information regarding troubleshooting, equipment accountability, and site P.O.Cs.

Insuring all sites IP address schemes are congruent and, if not, contact and coordinate with personnel to make the necessary changes

Maintained a positive, professional, and accountable work relationship with the clients/companies and their entities.

Populating and maintain MARFORRES monitoring tools (Solar Winds and IPSentry) and addressing any network issues

Interface with Telco numerous times daily; provide circuit information to open tickets with Telco for troubleshooting/testing of all MARFORES sites.

Assist TOT in creating shipping labels for the Cisco equipment and ensuring devices are sent out in a timely manner.

Repaired and extensively troubleshot network, VOIP, computers, printers, switches and severs

Managed and configured network devices to provide a high-level of data quality, security, and availabilities to the companies/ client needs and wants. ITT / Exelis,

Network Administrator

Bagram AFB, Afghanistan TACSWACAA June 2008 – November 2011 (Contractor Equivalent to GS-12)

60 Hrs. Weekly

Network Administrator of Bagram Air Force Base Network Operations Center Network Administrators office. Qualified, trained, and certified Cisco Network Administrator to improve the management, monitoring, performance and growth of the rapidly expanding BAF Network. Responsible for maintaining, the Non-Secure Internet Protocol network (NIPRNET) and Secure Internet Protocol Network (SIPRNET).

Served as Network Administrator Specialist performing work, independently or as a member of a team

Implemented and managed documentation, new development, modification (configuration), designs, updated, testing, installation, and support of new, existing, replacing app and/or software.

Facilitated and administrated local area network (LAN) and wide area network (WAN) on behalf of the 580th /25th Signal battalion in Afghanistan.

Planning, installation, configuration, testing, implementation, and management of the systems environment in support of the company requirements.

Managed systems used for the transmission of information in voice, data, and video formats.

Delivery of customer support services, including: SOP, installation, configuration, troubleshooting, customer assistance for over 20,000 end Users

Completed training, in response to customer requirements.

Administrated, delivered, and supported IT systems and services.

Responsibilities include the following: architect/design, troubleshoot, and implement network topologies that are interoperable between operational entities located on the BAF network.

Design, install, maintain and the repair of standardized network configurations for all layer 2 and 3 switching devices including Cisco 2900 and 3500, 3550, 3560 and 3700 series devices, Cisco 4000 series multi-layer switches and Cisco 6500 series switches.

Recommend and analyzed network changes to include but not limited to software, networks, and systems

Provided network services that support the office's line and administrative programs responsibilities

Possess extensive expertise in a variety of WAN/LAN technologies to include but not limited to enterprise network design, routing, switching, 802.1x technologies, Virtual Trucking Protocol (VTP), Quality of Service (QoS), VLANs, network management, SNMP, multicasting, EIGRP, LAN/WAN protocols, sub- netting, switching and routing, Cisco IOS, Cisco call Manager, VoIP, DHCP, Print Server Administration and an understanding of firewall architecture and ACL administration.

Responsible for configuring and resolves technical issues for our customers in the area of VoIP and IP Telephony issues including Call managers, version 7 and currently 8.

Experience with Cisco VoIP Systems CUCM 7.x, Protocol SIP, H.323, MGCP, and H.225

Analyzes and reports outages and corrective actions to Theater Network Operations Center Southwest Asia.

Customer interface/user issues.

Utilize network monitoring software to manage and administer the network.

Monitors availability and reliability of LAN/WAN circuits.

Created the SOP for Bagram Network

Implementation, Planning, Design, Documentation, Analysis, Assessment of the systems for the network

Advised and provided input of improvements on a wide range of different information technology software, policies, hardware, interpretation, and standards.

Use knowledge of Plans network development and expansion as needed. ITT/ Exelis

Automated Data Processing Equipment Administrator

Bagram, Afghanistan April 2007- June 2008 (Contractor Equivalent to GS-12) 60 Hrs. Weekly

Implement, configure, and maintain DOD-approved communications software and security software on government computers supporting user base of 9,000 civilian and military personnel.

Configure computers for the network to allow proper user access.

Installed and configure network printers.

Installed software updates, drivers, replication, application and any necessary system maintenance that kept the network secure

Daily mandatory equipment, maintenance, and administration checks

Ensure stability of classified and unclassified computer systems through use of DOD-approved, government-furnished operating systems and software.

Establish client computers on MS Windows NT/2000 domain.

Configure Microsoft Outlook and manage personal folders in all versions of Outlook.

Installed and configures software on computers that needed access to network.

Troubleshoot hardware, software on a daily basis to meet the network standards.

Diagnosed and resolving problems in response to customer reported incidents ITT, Exelis

Helpdesk Administrator

Bagram, Afghanistan June 2006 – April 2007 (Contractor Equivalent to GS-12) 60 Hrs. Weekly

Provided first level of support to user population of 14,000, aiding users by resolving computer, printer, and network issues.

Responded to users in person, telephonically, or via email; tracked and recorded issues using Remedy.

Managed high-volume of technical and service issues simultaneously.

Ensured rapid resolution and maximum user productivity; escalated and delegated issues appropriately.

Assisted customer on the phone and at locations on site with network troubleshooting and basic computer needs.

Troubleshot and repairs computing issues.

Created new Nipr, Sipr, and Centrix accounts with exchange mailboxes/ active directory.

Managed user accounts, creation of distro’s, and reset passwords for network users. EDUCATION

- Associate of Applied Science: Criminal Justice, Central Texas College, In Progress

- Security +

- CCNA-Expired - Renewing

- CCVP- Expired Dec 2011

- CQS-Cisco Firewall Specialist

- Cisco Network Admission Control Specialist

- CQS - Cisco IPS Specialist


Department of Defense Secret Security Clearance (SC)- Expired

Contact this candidate