Service Desk Help

FRITZ J. RUTAN

***** ********* ***, ********, ********** 92563

951-***-**** (C)

*****.*****.**@*****.***

Active Secret Clearance

EDUCATION

Bachelor of Science in Network and Communications Management

Cumme Laude

DeVry University, San Diego, CA

Graduation Date: October 2013

CERTIFICATIONS

Certified Customer Support Specialist Apprentice

COMPTIA A+ CE Certified Computer Technician

COMPTIA Network+ CE

COMPTIA Security+ CE

TECHNICAL SKILLS

Over 10 years of experience in performing data backup, data migration and disk imaging for Windows 10 systems.

Over 10 years of experience in managing and performing Windows 10 upgrades, including software installs and updates.

Over 10 years of experience in troubleshooting and repairing computers including virus/spyware removal.

Over 10 years of experience in troubleshooting, configuring, installing and repairing networking switches and cabling.

Experienced with various Microsoft Office Products.

PERSONAL SKILLS

Customer Service Representative solving various computer issues.

Certified as an instructor in both a classroom and lab environment.

Good communicator and team leader.

EMPLOYMENT HISTORY

Leidos November2022-Present

C2MOC Support Team Lead/Technician

Lead a 5-person team in providing C2MOC (Command/Control Maritime Operations Center) end users in key leadership and management positions with enhanced help desk and desk side service support. Provide local onsite Tier 3 service desk support. Provide technical assistance with Third Fleet NMCI users. Provide technical assistance to NMCI Network Services in troubleshooting network outages, configuring ports, and installing network drops. Investigate, resolve, document, and report the causes and corrective actions in the SMIT Incident Management System for all incidents assigned by the Service Desk. Comply with escalation procedures and Government directed prioritization to resolve assigned incidents consistent with SMIT Service Level Requirements. Performed various Active Directory maintenance, including creating and modifying objects and associate objects to various groups.

Apex Systems, Inc. July2020-November2022

C2MOC Support Team Lead/Technician

Lead a 5-person team in providing C2MOC (Command/Control Maritime Operations Center) end users in key leadership and management positions with enhanced help desk and desk side service support. Provide local onsite Tier 3 service desk support. Provide technical assistance with Third Fleet NMCI users. Provide technical assistance to NMCI Network Services in troubleshooting network outages, configuring ports, and installing network drops. Investigate, resolve, document, and report the causes and corrective actions in the SMIT Incident Management System for all incidents assigned by the Service Desk. Comply with escalation procedures and Government directed prioritization to resolve assigned incidents consistent with SMIT Service Level Requirements. Performed various Active Directory maintenance, including creating and modifying objects and associate objects to various groups.

Perspecta March2019-June2020

C2MOC Support Technician

Provide C2MOC (Command/Control Maritime Operations Center) end users in key leadership and management positions with enhanced help desk and desk side service support. Provide local onsite Tier 3 service desk support. Provide technical assistance with Third Fleet NMCI users. Provide technical assistance to NMCI Network Services in troubleshooting network outages. Investigate, resolve, document, and report the causes and corrective actions in the NGEN Incident Management System for all incidents assigned by the Service Desk. Comply with escalation procedures and Government directed prioritization to resolve assigned incidents consistent with NGEN Service Level Requirements. Performed various Active Directory maintenance, including creating and modifying objects and associate objects to various groups.

SuperSystems, Inc. October2014-March2019

Customer Service Representive/C2MOC Support Technician

Provide desk side support to computer hardware, software, and other electronic or mechanical devices including clients, servers, networks, legacy systems, waterfront, and pier side equipment. Provide resolution of incidents that could not be resolved remotely and transferred from the Service Desk to the site for resolution. Investigate, resolve, document, and report the causes and corrective actions in the NGEN Incident Management System for all incidents assigned by the Service Desk. Comply with escalation procedures and Government directed prioritization to resolve assigned incidents consistent with NGEN Service Level Requirements. Provide break fix support for contractor furnished and government owned printers. Maintain and support deployable end user devices for use in an expeditionary or field environment.

Apex Systems, Inc. October2013-September2014

Deployment Technician

Deployment Technician for the technical refresh of over 500 HP computers for the US Navy and the Marine Corps at various bases around the country. Performed data migration between Windows XP and Windows 7computers, both unclassified and classified systems. Configured and tested the new machines on the network to ensure complete customer satisfaction.

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