Russell Everson

***** ****** **** ********, ** **653

Home: 608-***-**** ad1qkj@r.postjobfree.com

US Citizen: Yes

Military Experience: Yes

Security Level: Top Secret with SCI

Disabled Vet: Yes

College Grad: Yes

IT Masters Degree: Yes

Education

- Western Wisconsin Technical College:

Degree: Human Resource Business Administration - May 1999

- U.S. Air Force:

Degree: Associate in Applied Science Computer Engineer - April 2007

- University of Maryland:

Degree: Bachelor of Science Business Administration - December 2007

- Keller Graduate School of Management:

Degree: Graduate Certificate – Masters Network Communication Management - April 2016

- Keller Graduate School of Management

Degree: Masters in Network Communication Management with Concentration in Wireless & Information Security – June 2017

Certifications

Comp Tia Security+, Udemy Certs: PowerShell scripting, Microsoft Excel, Administration and

Automation with Windows PowerShell, Cyber Security, CCNA

Technology Overview

Operating Systems: Skilled in Windows 10/7/Vista/XP; knowledge of Linux

Software: Skilled in Office Suite; Remedy; SCCM; Dameware; ACAS; knowledge of Adobe,

Citrix, SharePoint, Java, HTML, PowerShell, Access, Biomed Equipment, Censitrac, Power BI Reports, (TRM) Technical Reference Model, creating work orders in Vista, ePAS, Creation Projects Downloads, Office of Personnel Management, Work Orders, Exchange Server, Sharepoint, Power BI Reports, Webmail, (DISM) Deployment Imaging Service Management, Vista, AutoCAD, Teams, Service Now, SharePoint, VOIP, AbovePar, YourIT, Remote Desktop,

Hardware: Skilled in computer hardware and software; knowledge of cabling, hubs/switches/routers, Cisco switches/routers, printers

Networking: Knowledge of Active Directory, DHCP, Frame Relay, Linux, TCP/IP v4/v6, static IP’s

Professional Experience

IT Specialist Department of Veterans Affairs (VA): February 2018 – Present

IT Specialist / Customer Support Technician (Federal Job GS-11)

Prepare routine workload reports showing system use and available capacity

Submit recommendations to improve the efficient use of the system

Maintain and support VOIP systems, Automated Call Distribution Systems, video endpoints, virtual desktops, and all phones

Train lower grade IT specialist

Evaluate usage patterns and incorporates customer feedback into suggestions to the Lead or Supervisory IT specialist

Document solution to problems and recommend fundamental changes to system configuration to prevent recurrences

Provide support and maintenance for emergency OIT equipment

Assist with Disaster Recovery Plans and/or Information System Contingency Plans updates and tests.

Ensure IT support ticketing system tracking and asset information is accurate

Ensure that telecommunications closets are organized

Provide feedback on problematic trends and patterns in technical support to team leads and/or supervisor

Develop and maintain problem tracking and resolution database ensuring accurate records are filed

Follow up with customers to be sure they were given the information needed to provide functionality to do their job

Provided after hour assistance to customers who had an ongoing issue that needed to be resolved the same day

Create, Modify, or Remove items in active directory

Download and install software on computers to have the latest patches installed and to keep the device hardened

Attend business meetings

Provide group callobaration on what IT can do or what part IT will play in the project

Speak to vendors

Installing Wireless AP’s

Install hardware in IT closets

Create Meetings

IT Specialist NEC Fort McCoy, WI: August 2010 – Present

Networking / Customer Support Technician (Federal Job GS-9)

Knowledge of IT concepts, principles, policies, standards, methods, and practices used to plan and carry out assignments.

Knowledge of the interrelationships of computer hardware, software, and information systems in order to evaluate and troubleshoot systems and assist technical and non-technical personnel in its proper use and configuration.

Understands and has working knowledge of switching technology, network management processes, and systems management.

Excellent knowledge and skills in applying training methods to present formal and informal training and assistance to end users in the use of standard installed software.

Excellent skills in applying customer service and support principles and methods; participated in the planning and delivery of a full range of customer support services; responds to customer supported incidents through the help desk ticketing process and work request system, REMEDY.

Provides ongoing support, resolution of problems, and recovery of operating malfunctions involving various hardware components and software failures. Performs functions necessary to ensure that end users have adequate hardware and software to accomplish their mission.

Provides technical advice to users.

Provides formal or informal training to ensure users understand the relationships of the system and are able to operate it without undue interruption.

Installs, configures, and trouble-shoots network and application server hardware, operating system software, and peripheral network equipment such as routers, bridges, cabling system, network interface cards, modems, multiplexers, and concentrators; changes the components of existing equipment for efficient operation.

Knowledge of IT concepts, principles, policies, standards, methods, and practices used to plan and carry out assignments.

Knowledge of the interrelationships of computer hardware, software, and information systems in order to evaluate and troubleshoot systems and assist technical and non-technical personnel in its proper use and configuration.

Excellent knowledge and skills in applying training methods to present formal and informal training and assistance to end users in the use of standard installed software.

Excellent skills in applying customer service and support principles and methods; participated in the planning and delivery of a full range of customer support services; responds to customer supported incidents through the help desk ticketing process and work request system, REMEDY.

Identified, reported, and resolved a variety of IT issues and problems; perform IT Help Desk support and on-site touch labor support.

Responded to, resolved, or forwarded customer requests for Information Technology services or problems in the most efficient and effective manner; serves as a team member of the Customer Support Team; Provides technical assistance to customers to minimize disruptions of computer operations.

Tested and analyzed computer hardware and software malfunctions to resolve physical and logical processing problems, e.g., adjusting equipment configurations, realigning port allocations, recommending appropriate acquisitions, and distinguishing between equipment, software, and LAN installation and operations problems.

Implement and enforce plans, policies, and procedures associated with management, operation and user access to information resources.

Evaluated established methods and procedures; recommending changes in methods and practices where appropriate.

Managed AD clients by using Microsoft Software Configuration Console Manager (SCCM) and Active Directory.

Assisted IA in deploying, maintaining and configuring the Fort McCoy enterprise wide Host Based Security System (HBSS) to 1,000+ systems on the local area network and some extended sites and machines prior to and during Command Cyber Readiness Inspection, or CCRI, improving overall numbers, resulting in success.

Participated in ensuring all Information Security systems connected to the network are certified, accredited and compliant.

Created user accounts in AD

Managed projects for wireless internet and remodeling of buildings for cerner

Completes necessary classroom and online training to improve skills, gain knowledge and become certified to be an effective asset.

IACH Fort McCoy, WI: November 2006 – August 2010

-US Army Installation Management Cmd, USAG Fort McCoy

-Possess the knowledge to diagnose and resolve computer problems in response to customer reported incidents

-Experience in training other personnel in computer use

-Carry out tasks requiring application of specific standards, methods, and procedures

-Abide AR 40-3 and AR 40-66 concerning the nature of limited privileged communication between patient and health care for security and personnel reliability programs

-Work planning/delivery of information technology customer support services, including installation/configuration/troubleshooting/customer assistance/training

-Assist users in mapping network drives/printers and troubleshoot network connectivity and any hardware/software problems.

-Diagnose/resolve problems in response to customer reported incidents.

-Install/upgrade/configure locally developed agency developed computer software

-Receive/respond to resolve help center calls

-Document actions taken in problem reporting software database.

-Apply appropriate security measures consistent with approved security standards.

-Train customers/customer support employees in the use of systems/applications.

-Coordinate/schedules/troubleshoot VTC events/data calls.

-Maintain awareness of trends in information technology through books and magazines

-Attention to Detail experience installing, testing, & implementing new software releases & files.

-Install and repair printers

-Customer Service providing customer assistance and individual or group training related to supported products & services

-Ability to write & speak, clearly & concisely, & explain progress & outcome of assignments & conduct training or briefings; interact and interface w/all levels of personnel

-Problem Solving – knowledge of rules, operating procedures, & processing methods to perform a wide range of IT assignments & procedural problem solving

-Troubleshoot network drive

-Provision Common Access Card

-Working both on nipr and sipr computers

Contact this candidate