Aubrey B. Vaughan, Jr.

Information Systems Professional 972-***-**** ad2aqs@r.postjobfree.com LinkedIn

IT professional excited about a Telecommunications or Information Systems/Technology position as a team member in a results-oriented company with a collaborative culture offering growth for a retired military professional with communications, hardware repair, customer service, supervisory, and management experience.

Work Experience: (All unemployment dates and contact information have been removed to shorten the resume.)

Remote Helpdesk Technician - Stefanini IT Solutions - June 19, 2023, to Present - Supervisor: Jeffrey Fronczak

Provides IT service management (ITSM) using ITIL practices for technical end-user support via phone, email, or web chat restorative maintenance to resolve end-user problems through a Service Now ticketing system using and supporting Teams, SharePoint, OneDrive, and Office/Microsoft 365 products.

Technical Support Representative - WatchGuard, Motorola Solutions, Allen, TX - August 22, 2022, to April 13, 2023 - Supervisor: Tiffany Morales

Used Remedy, Putty, Team Viewer, & Bomgar to support the In-Car Dash, Body Camera, and Evidence Management Software Division interacting with police.

Remote Help Desk Support/IT Call Center - Advent Health, Pivot Point Consulting a VACO Company - June 2022 to August 5, 2022

Provided phone and chat support for Advent Health customers' technical problems and service requests by documenting issues in a ticketing system.

Remote Help Desk Technician I - Tech Mahindra Americas, Plano, TX - November 2021 to April 2022

Diagnosed, troubleshot, and developed new solutions that resolved the root cause of customer problems in ticket systems elevated from the level 1 support team.

Return Merchandise Authorization (RMA) Technician/Specialist - Costar Video Systems, Coppell, TX - March 2019 to November 2020

Received, troubleshot, and shipped returned products with NetSuite accounting software through an understanding of the product hardware and software.

Technical Support Representative I - Canon Information Technology Services, Inc., Chesapeake, VA - November 2013 to February 2016

Analyzed, troubleshot, and resolved technical issues for voice, internet and/or data installation for printers including connection issues.

Video Teleconferencing Technician - Lockheed Martin, Norfolk, VA - September 2009 to June 2011

USJFCOM Secret Clearance, to provide hardware configuration and maintenance support for all VTC assets including Tandberg and Polycom models.

Satellite Installation Technician - DirecTV Technician, Mastec Advanced Technologies, Portsmouth, VA - May 2009 to September 2009

Planned, prepared, and managed satellite dish system installations by reviewing installation orders, evaluating locations, gathering customer equipment, supplies and tools and coordinating daily schedules with customers while adhering to multiple installation codes, regulations, and standards.

Customer Service Representative (CSR)/Desktop Support Technician - Skillstorm/SGIS San Diego, CA July 2008 to April 2009

Supervised, monitored, operated, and maintained hardware, software, and networks for computing platforms for several military bases including the Quantico USMC Base.

Closed Circuit (CCTV) Technician - Visual Management Systems - Toms River, NJ October 2007 to February 2008

Configured, installed, and maintained video surveillance cameras, DVR’s, and alarm systems as personal safety systems and detailed home maintenance.

Sales Associate - Radio Shack - San Antonio, TX - November 2004 to February 2007

Offered cutting-edge solutions in a friendly, knowledgeable manner to over 50 customers daily while executing non-negotiable standards of store operation.

United States Air Force Airman January 1985 to July 2007

Retired with an honorable discharge after a twenty-two (22) year distinguished career as a Department of Defense employee after progressing from a telephone systems communications repairman to a supervisor and a Telephone Systems Manager.

Education:

MyComputerCareer.edu-Dallas: April 2021 to February 2023

Completed the Information Technology Security and Administration (ITSA), Cyber Security Specialist (CSS), and Cyber Security Engineer (CSE) programs, which taught security routing protocol concepts VLSM, IPv6, OSPF and EIGRP, how to plan, configure, and operate simple WAN and switched LAN networks, how to install hardware and software, troubleshoot technical issues, maintain network connectivity, and provide security configuration and analysis.

Strayer University Dallas, TX: B.S in Information Systems w/Concentration in Internetworking Technology - May 2014 to Mar 2021

Certifications and Licenses:

Microsoft Technology Associate (MTA): Security Fundamentals May 2021 to Present

Microsoft Certified Professional Certificate that validates a candidate has fundamental security knowledge and skills.

Skills:

US Air Force Veteran

Warehouse Management

Customer Service

Technical Support

Key Performance Indicators (KPIs)

Core Competencies

KMDB Kernel Debugger

Computer programming

Web Page Development

Active Directory

Windows, Mac, & Linux OS’s

Microsoft Office 365 Online

Outlook/Word/Excel/PowerPoint

Computer Networking

Information Security

Disaster Recovery

Dynamic Host Configuration Protocol (DHCP)

Domain Name System (DNS)

Voice over Internet Protocol (VoIP)

Virtual Private Network (VPN)

Web Services

Network protocols

Internet protocols

Network Support

Server Administrator

PC installation & repair

PC Technician

NetSuite

SharePoint

Epic Hyperspace

VMWare

Citrix

OneDrive

Central office

Telephone maintenance

Voice transmissions

Copper cable

Plain Old Telephone Service (POTS)

CAT5/Coaxial

Fiber optics

Python

JavaScript

HTML5

CSS XML

jQuery

SQL Server

Service Now

Remedy

Putty

Team Viewer

Bomgar

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