It Support Technical
Resume:
DWAYNE E. JOHNSON
Clayton, NC 27529
***********@*******.***
EDUCATION
Security Plus SYO-601 In progress
ASHER COLLEGE
Full-Time Student – Comptia A+ Certified 2018
Revalidated 2020
COMMUNTIY COLLEGE OF SOUTHERN NEVADA – Las Vegas, NV
Full-Time Student – Networking Cyber Security Major 2017
Microsoft Certification – Networking Fundamentals
Certiport Certification Badges
IC3 Digital Literacy Certification
Computing Fundamentals
Key Applications
Living Online
COMMUNITY COLLEGE OF THE AIR FORCE
Logistics Management 2015
AIRMAN LEADERSHIP SCHOOL 2014
Leadership Academy
SKILLS
Active Directory
Service Now
KACE
VMware
Connect Wise
Mobile Device Management
Cisco Meraki
Intune
Azure AD
Beyond Trust
Global Protect VPN
PROFESSIONAL EXPERIENCE
Implus LLC 2022-Present
IT Support II
Manage trouble tickets and service request in the service desk ticketing system.
Image new and repurposed computers using Intune.
Use Intune to configure and push software installs onto devices.
Perform remote troubleshooting with Beyond Trust and Manage Engine.
Setup and manage VOIP phone systems with Ringcentral.
Create user accounts in Active Directory and ADManager
Manage distribution and security groups on accounts in AD and Azure AD.
Manage accounts in the Microsoft 365 Admin Center.
Provide IT support to customers in five different countries.
Create user accounts in Dynamic 365
General Dynamics Information Technology 2020-2022
MilCloud 2.0 Help Desk Specialist
Provides first contact and incident resolution to customers with milCloud 2.0 service issues; including engagement with customers via telephone support as well as electronically submitted requests
Documents incident status and solutions in incident database tools such as Service Now.
Monitor, triage, and escalate infrastructure-monitoring alerts on appropriate networks
Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software
Initiate Outage/Degradation of Service process
Alert management to recurring problems and patterns of problems
Create AWS accounts; provide MP with account credentials
Responsible for sending out daily Nagios alerts to the Operations team.
Make knowledge articles for recurring incidents to use as a reference in Service Now.
PARATA SYSTEMS – Durham NC 2018-2020
Technical Support Specialist
Install, upgrade, support and troubleshoot Windows, Microsoft Office 365, mobile devices, printers, computer hardware and any other authorized desktop applications or peripheral equipment
Perform general preventative maintenance tasks on all networked devices and equipment.
Develop and maintain corporate OS images using industry standard tools (i.e. MDT)
Document work requests within our KACE ticketing system (Requests may come by phone or email submissions)
Help end users elevate and manage their own user and administrative rights while maintaining a least privileged environment.
Set up and maintain users access to external and internal building doors with NET2 Access Control.
Manage and secure employees' mobile devices using MDM (Mobile Device Management).
Give support to users working remote using ConnectWise.
Manages companies Verizon accounts of 520 lines.
Simple Cisco Meraki function configuring SSID and enable/disable ports.
Manage computers, other devices on a network, and user’s accounts through Active Directory.
MARCH ARB – California 2016 -Present
Logistics Specialist
Provide home station services required for combat ready unit equipped air mobility wing to deploy and employ to over reserve, National Guard and Active Duty members, bare base/tent city preparation and sustainment, load planning, personnel programs and training, information and communications.
A primary for setting up VOIP phones to the network in our building.
Worked with IT on base to set up and map printers to the network and onto employee’s computers.
UNITED STATES AIR FORCE – Clinton, MD 2015 – 2016
Passenger Service Supervisor
Managed air transportation activities and process eligible passengers for air movement. Prepare, complete and maintain air movement records, documents and reports, travel forms and weight and balances records.
Supervise aerial port operation, coordinates base agencies in support of the President and Vice President of the United States, visiting Heads of State and high ranking government official.
Operates terminal security equipment, conducts passenger and baggage security inspections
Coordinate processing, passenger planning and uploading in support of US State Department, US Secret Service and White House Communication.
Conducts on-site monitoring, desk reviews or data analysis to ensure compliance with the terms and conditions of the grant agreement and federal regulations from financial reports; post-award administration including receipt, review, and approval of financial and performance reporting, payments, site-visits, and close-out.
An administrator on GATES program setting up and unlocking users accounts.
UNITED STATES AIR FORCE – Clinton, MD 2010 – 2015
Information Controller
Oversaw the processing and documentation of aerial port activities supporting State Department, US Secret Service and White House Communication.
Established procedures for loading passenger and cargo aboard aircraft, processed passengers, and prepared records and reports.
Determined and implements necessary safety and security precautions for handling and storing dangerous materials, special cargoes, mail, and baggage.
Directed aircraft service crews flight line operations, coordinated flight support with other work centers.
Inspected airlift activities for compliance and recommended corrective action.
Primary for inventorying all Hardware in my building by using S/N and model number
UNITED STATES AIR FORCE – Ramstein, DE 2007 – 2010
Cargo/Passenger Service Specialist
Focal point of contact for all Division’s logistics to include support of meetings and events. Specifically, coordinated and compiled research to created logistic materials, such as itineraries, biographies, maps, and directions.
COMBAT DEPLOYMENT in support of OPERATION ENDURING FREEDOM [December 2011-June 2012]
Coordinated office activities and established office operating procedures to assure uniform interpretation and implementation of administrative regulations and directives.
Assisted with the coordination, preparation, submissions, and monitoring of military evaluations for officer personnel, leave requests, training requests, retirement ceremonies, and promotion ceremonies. Reviewed all awards actions for administrative accuracy and regulatory compliance.
CERTIFICATIONS / LICENSES
United States Air Force Course: Aerial Port Operations – September 2014
United States Air Force Course: Customer Service – April 2011
United States Air Force Course: Data Records Processing Course – October 2007
United States Air Force Technical School: Air Transportation Apprentice – March 2007
AWARDS / HONORS
Meritorious Unit Award
Air Force Outstanding Unit Award
Air Force Good Conduct Award
National Defense Service Medal
Air Force Expeditionary Service Medal
Global War on Terrorism Service Meal
Air Force Longevity Service
USAF NCO PME Graduate Ribbon
Air Force Training Ribbon
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