Technical Support Customer Service, Network Administrator

Professional Summary

Customer Support Professional • Network Infrastructure Technician • Computer Asset Manager

Highly driven and dedicated self-starter with 7 years of experience providing first-rate customer support and problem resolution through application of objective insight and experience

Flexible, rational professional through experience in operating widely differing programs while exhibiting a level-headed and consistently ethical behavior

Provides experience in effective communication. Keenly suited to mesh well with any team to coordinate, track, and manage informational systems

Clearance and Education

Top Secret/Sensitive Compartmented Information (TS/SCI), US Government - Active until Feb 2025

Security +, CompTIA - Active until Sep 2025

48-Week course of study: Persian-Farsi, Defense Language Institute, Monterey, CA

Bachelors of Science in Business Administration, Thomas Edison State College, Trenton, NJ

Areas of Expertise

Network Infrastructure • Customer Service • Asset Inventory • Ticket Tracking and Follow-Up • Junior Management

Work Experience

US Navy 2014-2023

Commander, Naval Surface Squadron Five – Manama, Bahrain Jun 2022-Nov 2023

Responsible to staff, train, and equip minesweeping and patrol ships for the Middle-Eastern area of responsibility

Inventory Manager and Technical Support Representative

-Facilitated company-wide migration of email and file-sharing system to Microsoft Office 365 for over 100 users enabling seamless individual transitions from one station to another

-Performed complete inventory of computer assets using self-driven directives reducing the number of assets unaccounted for by 90%

-Resolved an average of 25 trouble tickets or inquiries per week while maintaining a consistently high-quality customer interaction service through documentation, follow-up, and reporting

-Lead company-issued iPhone disbursal and setup for department-head employees allowing for off-site access to Office 365 and Microsoft Teams collaboration tools

-Provided executive-level teleconferencing support and maintained company-wide VoIP functionality

Hopper Information Services Center Detachment– Naples, Italy Mar 2020-Apr 2022

Provides infrastructure and system administrative support for classified sensitive information circuits in the European region

Customer Service Technician Apr 2020-Apr 2022

-Responsible for timely resolution of inquiries while showing a proficiency in interacting with customers of various technical skill levels. Duties included accurately reporting tickets using the Remedy application and tracking issues to their resolution

Assistant Pay Administrator Sep 2020-Apr 2022

-Conducted administration processes for onboarding of 5 new personnel

Watch-Floor Supervisor Mar 2021-Mar 2022

-Generated shift schedules for 24/7 staffed positions, taking into account individuals’ personal needs, qualifications, and availabilities

-Provided managerial and administrative leadership for 18 personnel with a wide array of responsibilities relating to Top Secret information services including network administration, LAN/WAN infrastructure management or monitoring, CISCO video teleconference coordination for executive-level management and trouble ticket resolution

Expeditionary Strike Group Seven – Okinawa, Japan Oct 2016-Oct 2019

Commands operational tasking for amphibious (Marine force transportation) and minesweeping vessels in the Western Pacific and Indian Ocean areas

Command Cryptographic Key Manager Apr 2017-Oct 2019

-Responsible for ordering, installing, and deleting electronic cipher keys for maintaining continual, secure communications channels

Satellite Communications Clerk, Communications Report Officer, and Helpdesk Technician Oct 2016-Oct 2019

-Utilizing specialized computer terminal, built out satellite communication connection products for two US naval units, enabling them to connect to data services

-Exercised quality control functions through processing and forwarding 70 Satellite Access Requests (SARs) used by US naval ships for voice and data circuits

-Produced daily reports for stakeholders exercising operational control for 10 US naval vessels upkeeping vital situational awareness for One-Star Admiral

-Recognized as the command Junior Sailor of the Year for fiscal year 2017 and 2018 for advanced proficiency in equipment fault reporting, satellite program management, resolution of customer service tickets

-Drafted the monthly watch-bills for 24/7 staffed “Communications Watch Officer” position ensuring a gap-free schedule maintained by qualified individuals

-Established and maintained video teleconferencing calls and capabilities on a near daily basis

336-***-**** - *****.*********.**@*****.*** - www.linkedin.com/in/scott-shoemaker-f3

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