TERRY ROYCE WILEY

**** ****** **..

Brownsville, TN 38012

630-***-**** Cell

Objective: IT Specialist

SUMMARY OF QUALIFICATIONS

· Twenty plus years supervision and management of computer systems and digital imaging operations

· Skilled on Local Area Network, (LAN) management Wide Area Network (WAN) TCP/IP, management and personal computing

· Primary VERITAS Backup Exec technician. Maintain daily, incremental, weekly and monthly backup jobs.

· Skilled in LINUX, UNIX, Gauntlet Firewall, advanced Windows Server 2012 and 2016, Windows 7, 10 and 11 support and administration, Citrix MetaFrame, and Enterprise Management System, and System Management Server (SMS).

· Highly experienced in the installation, configuration and set-up of NT logon scripts, Microsoft Office Suite, Highly skilled in Microsoft Office 2012 and 2016.

· Results-oriented, organized, decisive, energetic, highly motivated, team player

· Proven Leader in Service/Helpdesk Management.

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS:

September 2012- April 2021 Information Technology Specialist GS-12 Selective Service System, Great Lakes, IL Onsite IT Specialist for Selective Service, Data Management Center (DMC) and Region I supporting 60+ users and desktops to ensure DMC and Region I Computing Environment are operational. Demonstrates in-depth knowledge of critical customer requirements and ensures customer’s needs are considered in providing policies and guidance. Provides timely, expert advice and guidance to SSS senior leaders and customers. Ensures issues are properly researched, documented, and coordinated as necessary through appropriate channels, and in accordance with SSS policy. Engages customers and stakeholders, considers their concerns and suggestions, and communicates back to them on decisions made and status of initiatives. Researches and institutes more effective means of providing information on new initiatives in area of importance to the customers. Serves as the DMC and Region I System Administrator, Administers Windows Server 2012, and 2016. Installs and maintains approved software and hardware and file and print services. Coordinates with SSS HQ to create, monitor and delete network and email user profiles, monitor and optimizes system resource utilization. Installs and maintain LAN communications equipment and cabling system. Manage the Interactive Voice Response (IVR) System handling 700K+ calls per year, 160K calls handled by agents. Manage and maintain Postal Imaging and Archiving System for DMC Mail Center operations. Install, deploy and maintain Windows 10, 11 operating systems. Maintain Windows SQL and Call Account Server for Interactive Voice Response (IVR) Phone System, ran network cabling for new rack installation, troubleshooting server/network, DNS, DHCP issues; Rebuilding servers after hardware failure, Creating user email accounts and other email management functions. Configure user accounts for Xpressions Voicemail Server. New Phone System deployment training and Telecommunications review. Fixed critical vulnerability due to power configuration of floor UPS. Provide software installs and updates, install new hardware and maintain current hardware equipment. Provide vendor control access to systems and equipment and assist with system analysis and configuration. Recommend Software and hardware purchases.

TERRY R. WILEY

630-***-**** (C)

IT Specialist

August 2009- September 2012 Computer Specialist GS-09 HQ U.S. Military Entrance Processing Command (USMEPCOM), Great Lakes, IL Provides technical expertise for maintaining the end user desktop environment to include hardware, software, applications and related technical issues to 3400 users across 66 geographically dispersed locations. Use methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems to provide support that minimizes interruptions in customers' ability to carry out critical business activities. Prepares and submit at least 3 or more daily status reports to other IT departments and all IT Mangers including the CIO. Play a key role in the training of 60 plus IT Specialists during network changes, system upgrades and/or new software migrations. Acts as primary instructor to ensure helpdesk personnel are knowledgeable on local procedures and helpdesk protocol. Ensure all Helpdesk personnel are well-informed of any new software implemented or administrative changes that have been put into place. Provide systems analysis/programming support on new/existing systems and/or sub-systems. Develop local guidance and procedures for implementation of mandatory technical standards. Disseminate standards to users, provides training and implementation assistance and reviews. Process all incoming helpdesk emails

ensuring all replies/actions are timely and accurate. Configure, edit, and process helpdesk messages that inform all Commands and users of any technical issues that may interrupt processing or network capabilities. Key player in the role to provide software evaluation, hardware evaluation, systems training, system performance monitoring, configure, maintain, install, troubleshoot, diagnose, and resolve difficult and complex problems for Hardware and software. Subject matter expert in installing Microsoft Windows operating systems VPN; Active Client; Approve IT; Pure Edge; Form Flow; Roxio CD/DVD recording software and Dame Ware. Experienced supporting, researching, maintaining, installing, troubleshooting, and repairing network equipment for LAN and WAN connectivity. Highly skilled in the use, creation, configuration, maintenance, management, troubleshooting, and support of objects, user accounts, computers and group policies in Active Directory. Drafted and written technical documents, procedures, and policies related to troubleshooting, supporting, and installing software and local applications. Processed, resolved, and closed over 3500 trouble tickets. Logged over 1800 hours on the phone providing technical customer support to all Command’s end users. Perform in a team oriented environment and accomplish goals with minimal supervision. Provide daily written communication, train non-technical users or brief higher level managers to provide training, information, and assistance to customers and other team members.

Sept 2008- Aug 2009 Independent Computer Consultant: Service at home customers PC’s, install new hardware,( RAM, DVD drives, Hard drive etc), install and remove software. Perform operating system recovery. Backup data files, assist customers in installing software, correcting internet connectivity problems via phone call.

February 2001- September 2008 Systems Manager GS-11 United States Attorney's Office (USAO), Chicago, IL Performs Local Area Network (LAN) administration. Installs, updates, maintain and modify USAO hardware and software components on the LAN/Wide Area Network (WAN) systems with Microsoft SQL Server and System Management Server (SMS). Primary Veritas Backup Exec technician. I setup and maintain daily, incremental, weekly and monthly backup jobs. Create and run special onetime backup jobs. Rotate weekly and monthly backup tapes for storage at secure offsite facility. Performed file restores for users as needed Configure Cisco router and switches, IP address, gateway and VLAN. Coordinated and scheduled the upgrade of all district servers from Windows 4.0 to Windows Server 2003 and over 300 desktop and laptops computers from Windows 2000 to Windows XP. Unlocks user accounts and resets user passwords. Performs ADP security by controlling and monitoring network accesses. Rectifies printer problems and assists users with specialized Department of Justice legal applications

TERRY R. WILEY

630-***-**** (C)

IT Specialist

June 1999-December 2000 Firewall Administrator GS-9 Department of the Navy, Virginia Beach, VA Planned, coordinated, implemented and maintained the Navy’s LAN/WAN. Administered and configured the Gauntlet Firewall for SIPRNET and NIPRNET using UNIX, LINUX, Mandrake, and BSDI operating systems. Modified and edited Netperm and Routing tables, configured point-to-point connections, blocked potentially hostile IP addresses, viewed firewall logs for attacks and security hazards, modified DNS, added users and set permissions. Set up UNIX, NT 4.0 and Citrix MetaFrame servers. Created and maintained e-mail accounts and provided helpdesk support. Performed troubleshooting for network connectivity problems, and installed and performed troubleshooting of PC hardware and software.

January 1994-June 1999 Network Support Technician Department of Transportation, Suffolk, VA Operated IBM Mainframe and DEC MICRO VAX computers using CICS, TSO, VMS, UNIX, JCL, DEC Net

and TCP/IP-32. Created and maintained network user accounts, configured NT logon scripts, and debugged network applications and hardware. Installed and supported Epclient (Kea), MS Windows 3.1, 3.11, Win 95,

and NT 4.0, MS Office 97, WordPerfect 6.1, and Dos. Installed and configured network computers, printers, Cisco routers, and Data Service Units (DSU). Installed and tested cables with LANcat

V series cable tester, and installed 10BT to 10 BFL media converter. Installed and upgraded PC hardware

and software. Analyzed and diagnosed routine systems problems and coordinated additional technical support when required. Provided PC and VT network and application Helpdesk support. Provided PC repair, ran cabling, and monitored statewide interfaces.

July 1993-April 1994 Systems Operator Riverside Regional Medical Center, Newport News, VA

Operated IBM 3090 Mainframe with DEC VAX 8550 and 6000-510 computers. Conducted system backups for payroll and patient and material accounting and billing using CICS/P, TSO, JCL, SMS, MEDIPAC, VMS, MVS, UNIX, and DEC Net. Performed troubleshooting, assisted users, and monitored statewide interfaces.

October 1991-February 1993 Imagery Production Manager Langley Air Force Base, Hampton, VA

Operated DEC MicroVAX computers, and performed system backups and upgrades. Supervised digital map production of hardcopy maps & charts and multispectral imagery. Operated digital scanners, CD-ROM, WORM, EOD optical disk drives, nine-track and cartridge tape drives. Developed training programs and administered trainee task evaluations and upgrade certifications. Supervised eighteen technicians.

EDUCATION AND TRAINING

. CompTIA Security + Certification Training June 2019

. Installing and Configuring Windows Server 2012, May 2016

. Interactive Intelligence VOIP training November 2016

. Interconnecting Cisco Networking Devices Part 1- March 2015

. Interconnecting Cisco Networking Devices Part 2- August 2015

. CompTIA Linux + - April 2013

· A+ Certified Service Technician – October 1999

· Microsoft Exchange 5.5 Design and Implementation – April 2000

· Microsoft IIS 4.0 and Microsoft Proxy Server 2.0 - January 2000

· Introduction to CISCO Router Configuration (ICRC) – June 2000

· Networking Essentials – October 1999

· Internetworking Microsoft TCP/IP on Microsoft Windows NT 4.0 - November 1999

· Windows NT 4.0 Core Technology – December 1999

· Windows NT 4.0 Administration – November 1999

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