LaFrance M Hart **** Alfred Drive San Antonio, TX 78220 ad0oex@r.postjobfree.com Cell585-***-****

Professional

Currently serving over 15 years in the United States Army Reserve as a Signal Support Systems Specialist. Responsible for technical training and development of both peer and supervisors in various academic and professional roles. Responsible for military systems installation, upgrading, troubleshooting, and configuration work. Civilian experience includes 11 years in information technology and customer support roles. Assisting in the training and development of newer or current employees in recent and updated course material. A strong motivator and effective leader with a strong results-driven attitude.

Current

Employment Systems Support Specialist United States Army Sept 2007 to Present

oResponsible for systems installation, upgrades, troubleshooting, and programming work.

oDevelop specifications for the purchase of personal computers, network servers, routers, and switches.

oDevelops SOP’s and training material for new and updated policies and levels of military education and protocol.

oAssist end-users and technical staff; working under the direction of the Network Administrator.

oSupervise the security of classified equipment and encryption keys as Communication Security (COMSEC) custodian.

oTransfer encryption keys to and from AN/CYZ-10.

oEstablish Single Channel Ground to Air Radio System (SINCGARS) remotes in the Tactical Operations Center (TOC).

oDeployed during Operation Iraqi Freedom.

Photolithography Fab Operator Tower Semiconductor May 2021 to Present

oManufacture integrated circuits in Photolithography Processes

oRecords data in the WIP tracking system

oAnalyzes data and reports anomalies to Production Supervisor as required

oLearns, achieves, and maintains required certs on assigned tools

oSupports continuous improvement initiatives in the areas of productivity, yield enhancement, and scrap reduction.

oAdheres to all safety policies and procedures as required

oProvided high level of internal and external customer satisfaction.

Previous

Employment

Satellite Technician/Installer Intertech Digital/ Dish Network Jun 2015 to Dec 2015

oExamined homes to determine best layout of system and placement of devices.

oDug holes for standing dish installations and aligned properly.

oFollowed customer preferences for locations of drilled holes, when able.

oMaintained high level of customer satisfaction by answering questions about systems and services.

oEntered attics, crawl spaces, and basements to complete installations.

oDetailed device and systems operations to customers’ requests.

oTroubleshot malfunctioning devices to determine exact issues.

oIsolated problems in wiring, equipment, and components.

oLaid out wiring according to plan and drilled holes where indicated according to placement instructions.

oChecked and maintained equipment, parts, and supply inventory.

oClean driving record

Certified Autoglass Technician/Installer Safelite Auto Glass April 2016 to May 2017

oPerformed windshield and window replacement on small to full size vehicles, SUV’s and trucks.

oMaintained high level of customer satisfaction while working in customer’s homes and places of work.

oTested machinery, equipment and parts to identify any defects.

oDisassembled broken and defective equipment to facilitate repair.

oReassembled equipment after completed repairs. Assembled and maintained physical structures using hand and power tools.

oMaintained company vehicle and equipment daily.

oPicked, Stocked, tracked, and loaded company parts for delivery to company locations, and other automotive glass retailers.

Associate Customer Service Engineer EMC Corporation Jan 2014 to Aug 2014

oProvided hands-on work with EMC products, platforms, operating systems and storage infrastructure tools under guided mentorship.

oPerformed installations as per procedure, and preventative maintenance on EMC equipment at a wide variety of customer locations and data center environments.

oProvided service and support on EMC products involving hardware & software at the customer site, including pre-site inspection, initial installation, configuration and implementation.

oWorked closely with EMC service team to install, upgrade, and implement new and existing data storage boxes. Handled RAID 5 and RAID 6 drive issues.

oAcquired and utilized advanced knowledge in SAN, NAS, DAS, LUN masking and Zoning, SRDF, BCV, and Fabric. Utilized a working knowledge of Data storage for EMC Symmetrix (VMAX & DMX), Clarrion, VNX, and Celerra.

oAttained working knowledge in the installation of EMC Data Domain, EMC Avamar backup and recovery system, and EMC Isilon clustered storage system.

oTroubleshooted and replaced directors, power components, system bay components, and storage bay components.

oEnsured timely and accurate submission, 24hour part return, and closed all cases at the completion of service calls. Ensured complete customer satisfaction.

Helpdesk Analyst /NOC Operator DNC (Superior Technical Staffing) Dec 2012 to Mar 2013

oProvided technical support including equipment functionality, configuration and repair, application support, software downloads, and network connectivity.

oEnsured support services were delivered professionally and effectively. Took initiative to identify trends / opportunities and ensured appropriate action was taken.

oEducated all customers on possible updates to their hardware or software products.

oEstablished a strong partnership and acted as the customer's advocate during outages ensuring a high degree of customer satisfaction through a strong communication process.

oEnsured that all customer interactions were thoroughly documented within the ticketing system.

oEffectively solved issues from beginning to end.

oReceived and incorporated feedback to improve personal and business performance.

oSupported all Blackberry and iPhone / iPad products and services.

oCommunicated with customers via email and phone regarding service outage reports and support requests.

oExecuted Tier 1 troubleshooting and triage of issues per process flow.

oSupported accurate updates of service tickets and tracked problems to resolution.

oSupported Network Operations Center (NOC) team by monitoring network hardware and applications, and executed engineering tasks to resolve Tier 1 issues.

oReceived and pulled media and updates from Data Center.

Emergency Medical Technician (EMT) Rural Metro Medical Services Jan 2008 to Apr 2011

oResponded to medical emergencies, performed medical, trauma, and psychological assessments.

oTreated and stabilized patients; and arranged for transport.

oAdvanced Life Support (ALS) Unit Ambulance Driver.

Armed Special Police Officer Vance International Jan 2003 to Jan 2005

oSafeguarded proprietary information. Provided weapons /explosive screening, access control & loss prevention.

oPatrolled the property to secure and safeguard environment.

oWorksites included: American Red Cross, Bush-Cheney04 Campaign Center, and the Thurgood Marshall Federal Judicial Building.

Certified Personal Trainer Fitness Club of Fairfax, Sport & Health Mar 2000 to Aug 2004

oResponsible for fitness evaluations and personal training programs.

oEnsured clients received instruction and personalized training for fitness goals.

Photolithography Fab Operator Motorola Semiconductor April 1995 to May 1999

oManufactured integrated circuits in Photolithography and Etch Processes

oLead Trainer for new company startup.

oReticle Room and Polyimide Process Trainer. Trained new hires entering cleanroom area.

oCommunication liaison for engineering.

oProvided high level of internal and external customer satisfaction.

oAwarded Motorola Etch Process 1996 MVP Plaque.

oTrained all new hire associates.

oCreated employee materials and area specific manufacturing protocols.

Education ITT Technical Institute, Getzville, NY Graduated September 2013

Associate of Occupational Studies - School of Information Technology

Computer Network Systems

ITT Technical Institute, Getzville, NY Graduated September 2016

Associate of Occupational Studies – School of Electrical Technology

Electrical Technology

Work related Skills

oInstalled, operated, and maintained United States Army communications and test equipment; computer networks and computer information systems.

oSecured and maintained COMSEC encryption and fill devices for use with SINCGARS radio systems.

oAssembled PCs which involved installing motherboards, power supplies, hard drives, memory, CD/DVD drives, NIC cards/wiring, and configured BIOS settings.

oExperience with building network and coax cables.

oInstalled and configured Operating Systems – Windows 98, 2000, XP, 2003/2008 Server, and Linux Red Hat.

oExperienced with Cisco Routers and Switches – Configured names, IP address, static routes and VLANS utilizing various internetworking and WAN protocols.

oCurrently training for A+, Network+, and Security + certifications.

oInternship Oct 2005 - Web Systems International, Toronto, Ontario - Web design utilizing HTML, Macromedia, DreamWeaver, Macromedia Flash, ASP, and Adobe PhotoShop.

Military / Specialized Certifications

oEMC ISM Certification (Information Storage Associate) EMCISA

oSignal Support Systems Specialist Course 684 Hours

oInformation Assurance Security Officer Certification Course 40 Hours

oFunctional Security + 40 Hours

oMilitary Combat Training, Fort Jackson, SC

oAdvanced Individual Training, Signal Support Systems Specialist (25U), Fort Gordon, GA

oSECURITY CLEARANCE: SECRET (S)

Contact this candidate