Call Center Technical Support
Resume:
Jeremiah Graham
Roswell, GA *****
********@*****.***
www.linkedin.com/in/jeremiah-graham
Certifications:
Operating Systems:
Microsoft Certified Systems Administrator (MCSA) Windows 2000
Microsoft Office Specialist – Excel 2000 Expert / PowerPoint 2000
Microsoft Certified Systems Engineer (MCSE) NT 4.0
Microsoft Windows Client
CompTIA Linux+
Linux Professional Institute LPIC-1
VMware Certified Professional - Data Center Virtualization 2023
VMware Certified Professional 6 – VCP6-DCV
Hardware:
HPE Accredited Technical Professional - Storage Solutions V2
Cisco CCNA Routing and Switching
Security:
CompTIA Security + CE
(ISC)2 Certified Information Systems Security Professional (CISSP)
Fortinet NSE 1 Network Security Associate
Fortinet NSE 2 Network Security Associate
HBSS 4.5 Administrator
Splunk Certified User
Cisco Certified Cyber Ops Associate
CyberArk Certified Trustee
DISA ACAS 5.3 Certificate of Completion
Tenable.sc Certificate of Proficiency
VMware Carbon Black Cloud: Plan and Deploy - Course completion
DISA eMASS Computer Based Training
Cloud:
Oracle Cloud Infrastructure Foundations 2020 Associate
Oracle Cloud Infrastructure 2019 Architect Associate
Microsoft Azure Administrator
VMware Certified Professional - Desktop Management 2023 (VCP-DTM 2023)
Project Management:
EXIN ITIL V3-Foundation
Six Sigma Yellow Belt
Professional
PMI Certified Associate in Project Management (CAPM
Professional Experience:
GDIT Jan 2021 - present
Systems Analyst, Honduras
●Configured and maintained client systems, Microsoft operating systems, application software and user accounts (domain and email) on both Non-classified and Classified Internet Protocol
●Software testing and deployment onto DOD classified/unclassified network
●Assisted the troubleshooting operating systems, Active Directory (AD), and user accounts,
●Break/fix support for Dell and HP workstation, desktop and laptop; Lexmark and HP MFP, various manufactures laser printers and scanners.
●Advised technicians on computer hardware and communication protocols
●Perform patch management via Microsoft Endpoint Management Console(MEMC)
●Use of Cisco Identity Services Engine (ISE) to monitor and perform Desktop baseline imaging.
●Setup, deploy, and troubleshot Dell 507/300 Thin Clients
●Troubleshoot and maintain Enterprise VMware Horizon VDI clients
●Performed end to end troubleshooting using signal flow and network diagrams for fault detection, isolation, and correction of hardware systems and individual components or cable infrastructure
●Provided Inventory tracking using ServiceNOW IT Service Management Suite
●Assisted in configuration and maintenance of McAfee HBSS security monitor at a desktop level
Amentum
Systems Administrator Jan 2020 -Jan 2021
Perform system management function to migrate from Air Force to DHA domains for military medical records
Install, configure server and desktop computer software and maintain its integrity.
Implement operating system enhancements and patches that improved the reliability and performance of the system.
Lead CAC modernization project for authentication access on various HP and Lexmark MFP printer scan to email and personal network folders
Generate procedures and other guidance documents to install, configure, implement, maintain, and troubleshoot hardware and software
Resolve software, hardware, server, network, and other technical issues; including generating documentation for the detection and resolution of troubles and failures
Chenega Systems, LLC Nov 2019 – Jan 2020
System Analyst II
●Implement, maintain, upgrade, and patch software, hardware, and networks using customer processes, guidelines, and standards
●Resolve software, hardware, server, network, and other technical issues; including generating documentation for the detection and resolution of troubles and failures
●Conduct testing and evaluation of hardware and software; including glitch detection, vulnerability assessment, and other issues
●Design, test, and implement technical and non-technical security controls to protect and defend information and information systems; incorporating protection, detection, and reaction capabilities
●Generate procedures and other guidance documents to install, configure, implement, maintain, and troubleshoot hardware and software
●Provide technical direction to IT support staff at remote locations
●Provide oversight during the installation, configuration, implementation of hardware and software
●Provide logistical support; including requirements analysis, conducting hardware and software inventory, facilitating delivery of hardware and software to remote locations, providing user training
Spinvi, Atlanta, GA June 2019 -Nov 2019
Systems Administrator
●Migration of user, printer, and computers to new VLAN’s, Domains, and Active Directories from military domain to DHA domain for military medical records
●Monitored system and network performance during operations, and take corrective action as required
●Add, modify, and perform password reset of users via Microsoft Active Directory
●Identify, troubleshoot, resolve, and escalate issues related to the network
●Daily use of Remedy Ticketing system to work and resolve end user issues. This includes opening, closing, and expediting tickets assign to the service desk
APEX (contracted to IRS) Atlanta, GA Feb 2018 – June 2019
Systems Administrator
●Monitored system performance during operations, and take corrective action as required
●Identify, troubleshoot, resolve, and escalate issues related to local area network and phone equipment.
●Cisco CUIC Unity Administration, Add, Delete, and Modify Unity account
●Supports and monitor Cisco UCCE infrastructure (ICM, CVP, CUIC, CCMP, Web Chat and Call Manager v10.5) in multi-location contact centers
●Server administration Windows 2003 - 2012 operating system this included creating, organizing and supporting AD and Exchange Server, which includes OU and account setup. Grant access, change, and re-set passwords.
●Daily use of IRS KISAM Ticketing system to work and resolve end user issues. This includes opening, closing, and expediting tickets assign to the CCSD service desk
Randstad (contracted to Anthem), Atlanta, GA Aug. 2017 to Dec. 2017
Security Analyst II
●Provide Imperva SecureSphere upgrade support for Imperva device and Server agents
●Perform implementation tasks for the system and network security technologies; execute testing.
●Perform technology upgrade tasks utilizing ServiceNOW CRM change control.
●Design and configure vendor services orders for repetitive services & oversee implementation.
●Compile data in support of equipment and user relocations or system migrations.
●Perform configuration changes using ServiceNow, to meet business requirements under supervision.
●Provide patch management assistance via Microsoft SCCM
●Compile and collect capacity data to be used for planning purposes; perform documented preventative maintenance routines under supervision.
●Assignment to project teams to represent information security requirements and perform operations and administration tasks.
Hewlett Packard Enterprise, Alpharetta, GA May 2013 to May 2017
Technical Solutions Consultant II
●Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance
●Approaches technical problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
●Ensures customer satisfaction and optimum engagement relationships to build and maintain services business within the account via Salesforce CRM.
●Understands Virtualization, Storage, Cloud, VDI, and SAN.
●Develops methods for supporting innovation and change across the organization
●Break/fix support via telephone and remote access for the HP P4000 StoreVirtual and Hyper-Converge storage systems platform using the customer’s virtualization platform, assist field technical in rack and stack of storage servers
●Configuration and administration of HP P4000 and 2XX Hyper-Converge storage systems Linux platform for both ISCSI and Fiber connections
Charter Trading, Soto Cano AB, Honduras Jan. 2011 to March 2012
Lead Computer Support Analyst
●Configured and maintained client systems, Microsoft operating systems, application software and user accounts (domain and email) on both Non-classified and Classified Internet Protocol
●Software testing and deployment onto DOD classified/unclassified network
●Break/fix support for Dell and Lenovo workstation, desktop, and laptop; Lexmark and HP MFP, various manufactures laser printers and scanners.
●Advised technicians on computer hardware and communication protocols
●Perform patch management via Microsoft SCCM
●Provided Inventory tracking using Remedy IT Service Management Suite tools
●Assisted in configuration and maintenance of McAfee HBSS security monitor at a desktop level
●Supervising of 4 Desktop support and 3 Help Desk Support personnel
PAE, Thumrait AB, Oman May 2010 to Jan. 2011
Network Administrator II
●Provided technical and operational support for the operation and administration of network infrastructure, switches, routers, sniffers and supporting applications, communication, web, email, financial, domain and CD servers, databases and cable infrastructure
●Implemented network modifications and administration to include additions, changes, deletions, and configuration of network resources based on IA policies and procedures. Assist in monitoring Firewall, IPS/IDS devices, and review of associated logs.
●Perform Configuration Management, email and user account administration, and IA User security training, administering AD environment, network backups
●Monitor, troubleshot and resolved problems associated with AD User and Organizational Unit (OU) containers, AD Security Groups, also updated previous writing script
●Use of Microsoft Deployment Toolkit for creating Windows Desktop OS baseline image and deployed via network
●Pushing Hot Fixes and Updates to end client and servers via Windows Server Update Services (WSUS) and SCCM patch management
●Performed Local GPO and hardened of Desktop systems before imaging or field deployment
●Supervising of 2 L1 Network Administrators, 4 Desktop support and 3 Help Desk Support personnel
ManTech, Kabul, Afghanistan Jan. 2010 to May 2010
Network Manager
●Designed, tested, installed, configured, maintained, optimized, monitor, and upgraded various aspects of NATO Afghanistan NIPR and SIPR enterprise data networks
●Developed and conducted technical training programs for skill enhancement and team cross-training of all systems operators and administrators
●Provided command element with the rapid network infrastructure set up and troubleshooting during exercises and tactical deployment operation
Lockheed Martin, Soto Cano AB, Honduras April 2006 to June 2009
Computer System Analyst
●Provided management guidance on operation and maintenance of NIPRNET and SIPRNET
●Performed assessments to optimize network performance and improve productivity
●Studied bandwidth, error logging, file sharing, account activity, hardware failure rates to identify points of failure and negative trends, and provided management with plans of remediation
●Advised administrators on network protocols, security, and best-fit hardware and software; provided support and guidance during daily operations, training exercises, and system upgrades
●Created and maintained of Microsoft OS Images using MDT and Norton Ghost
●Software testing and deployment onto DOD classified/unclassified network
●Assisted in the deployment of McAfee HBSS at the desktop level
Contact this candidate