Information Technology United States

TODD C. SPOHR

***** ****** **. • Canyon Country, CA 91387 661-***-**** (Cell) • ****.*****@*****.*** (E-Mail) Summary of Qualifications

** ***** ********** *************, ***********, and supporting users, computers, and networks.

4 years experience supporting Storage Area Networks.

Trusted System Administrator for United States Air Force and United States Space Force networks and systems.

Senior Information Technology Specialist providing support to 472 users and maintaining 24/7 presence in a mission-critical environment.

Skilled team leader focused on meeting business needs by delivering first-rate service, effectively prioritizing multiple mission-critical tasks, and working well under pressure.

Solid track record of implementation of technology solutions for optimizing operational efficiency.

Interact positively with a diverse range of end users and groups worldwide. Communicate well with customers via phone, e-mail, and walk-in. Provide hands-on support as needed.

Successful resolution of hardware and software issues. Meet or exceed established SLAs by establishing customer expectations and communicating processes and procedures.

Great work ethic, interpersonal skills and solid critical thinking and problem-solving skills.

Active Clearance

Technical Skills

Operating Systems

Microsoft Windows 11, 10, 8, 7, Vista, Windows XP Professional, Windows 2000 Professional, Windows 2000/2003 Server, Exchange Server, Windows NT Workstation and Server, Windows 95 & 98, Terminal Services, MS-DOS, Ubuntu

Software Applications

Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Publisher, Project, Visio), Active Directory, Microsoft Exchange, Microsoft Internet Explorer, Microsoft/Winternals ERD, Microsoft SysPrep, Cisco VPN, Netscape, Norton AntiVirus, Norton Utilities, Norton Ghost, Network Associates McAfee Virus Scan, Network Associates McAfee NetShield, FaxPress Fax Software, WordPerfect, Lotus 1-2-3, IBM Lotus SameTime Connect, dBASE, Blackberry Device and Desktop software, Adobe Acrobat (Reader, Standard and Professional), Adobe Photoshop, OpenText LiveLink, Citrix MetaFrame, Remedy, Roxio Creator, Nero, WinZip, Putty, Notepad++, Skype, WebEx, TeamViewer

Hardware

PC workstations, PC laptops, PC servers, Storage Area Network appliances, Network Interface Cards, WiFi – WAP, Sound Cards, Modems, SCSI Cards, Memory, Printers (Networked, USB, and Multifunction), Plotters, Scanners, Hard Drives, CD-ROM/DVD Drives, Projectors, Multi- functional converter for hard drives, Hard Drive Duplicator, RIM Blackberry, USB devices Education

California State University, Bakersfield Bakersfield, CA Bachelor of Science in Business Administration 1993 Concentration: Management Information Systems

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Professional Certification

CompTIA Security+ ce, CompTIA Project+

Professional Experience

General Dynamics Information Technology February 2016 to Present Los Angeles Air Force Base

483 N. Aviation Blvd., El Segundo, CA 90245

Sr. Systems Administrator

Provide support to users of an enterprise-wide information grid using Content Server to collaborate and exchange project data.

Created, modified, and deleted user accounts, assigned trustee rights, and administer security rights for users, projects, and objects.

Develop and maintain a technical and functional understanding of Content Server and my customers’ architecture to provide expertise in analyzing logs to isolate problems.

Provide input to staff involved in writing and updating technical documentation such as user manuals, system documentation and training materials.

Troubleshoot complex problems and provide customer support for software operating systems and application issues.

Follow up with customers to ensure successful issue resolution.

Advise hardware and software engineers on machine characteristics that affect software systems, such as storage capacity, processing speed and input/output requirements.

Prepare reports on analyses, findings, and project progress.

Maintain current knowledge of relevant technology.

Participate in special projects as needed.

DataDirect Networks April 2012 to February 2016

9351 Deering Avenue, Chatsworth, CA 91311

Technical Support Engineer

Provide worldwide support to customers and the field technical team for DataDirect Networks Silicon Storage Architecture (S2A) and Storage Fusion Architecture (SFA) appliances of massively scalable big data storage.

Develop and maintain a technical and functional understanding of company product architecture and expertise in analyzing logs to isolate problems.

Collect logs and data to assist in ongoing investigation of underlying defects in hardware and/or software issues.

Communicate complex technical topics to customers with varied knowledge levels.

Follow up with customers to ensure successful issue resolution.

Develop positive and trustworthy relationships with customers.

Ability to multi-task and manage competing priorities, ensuring all objectives are accomplished.

Monitor Service Request queue for Mission Critical and Premium Customers to ensure SLAs are met.

Process Service Request RMAs for customers in a timely manner. Todd Spohr Page 3

Northrop Grumman Information Systems January 2000 to October 2011 Los Angeles Air Force Base

483 N. Aviation Blvd., El Segundo, CA 90245

Sr. Information Technology Specialist October 2009 to September 2011

Provided direct support to the Air Force civilian Chief and Deputy Chief of the Space-Based Infrared Systems Wing and Missile Defense Space Systems Group.

Researched, evaluated, and recommended new technology to the Chief and Deputy Chief of Information Systems that would improve user productivity.

Provided research and analysis to justify and support the Information Systems budget and CIPS.

Created and managed Information Systems refresh deployment projects.

Solved escalated user operating system, hardware, and software issues for executive users in the office and while on travel/remote locations.

Assisted the Information Systems Security Officer in Information Assurance duties.

Created, modified, and deleted user accounts, assigned trustee rights and administered security rights using Active Directory. Created print queues on print servers to network printers and plotters.

Analyzed and prepared reports for the Internal Management Review report and Staff Meeting slides for the client.

Operations / Helpdesk Support Team Lead October 2007 to October 2009

Supervised seven customer service technicians providing Help Desk and operational support to 472 users of the Space-Based Infrared Systems Wing and Missile Defense Space Systems Group.

Created, modified, and deleted user accounts, assigned trustee rights, and administer security rights using Active Directory. Created print queues on print servers to network printers and plotters.

Created customer service manual, policies, and procedures to optimize operation efficiency.

Established training modules for operations and Help Desk staff to ensure top performance.

Developed performance criteria and evaluation system for each customer service technician.

Researched, evaluated, and recommended new technology to the client that would improve user productivity.

Analyzed and prepared Operations/Help Desk section of the Internal Management Review report and Staff Meeting slides for the client. Took ownership of Operations and Help Desk Action Items that came out of meetings.

Monitored Remedy Trouble Ticket system to ensure SLAs established by the customer are met or exceeded.

Solved escalated user operating system, hardware, and software issues. Senior Operations / Helpdesk Analyst January 2000 to October 2007

Provided second- and third-level support to the users of the MILSATCOM Systems Wing. Assisted first-level technicians in resolving user’s issues. Handled escalations.

Supervised four customer service technicians that staff the Help Desk and handle first- and second-level work request.

Created customer service manual, policies, and procedures to optimize operation efficiency.

Analyzed and prepared Monthly Technical Summary report for client. Took ownership of Operations and Help Desk Action Items that came out of the Monthly Technical Summary meeting.

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Developed, tested, and maintained standard desktop and laptop images. Cloned desktop and laptop computers for deployment to users.

Researched, evaluated, and recommend new technology to the client that would improve user productivity. Assisted client in justifying IT budget.

Recovered critical files from inoperable Windows based systems saving the Wing the cost of sending the hard drives out for recovery.

Configured and installed classified stand-alone computer systems.

Served as a backup to the VTC Administrator.

The CENTECH Group July 1999 to December 1999

Los Angeles Air Force Base

483 N. Aviation Blvd., El Segundo, CA 90245

Senior Operations / Helpdesk Analyst

Provided second- and third-level support to the users of the MILSATCOM Joint Program Office. Assisted first-level technicians in resolving user’s issues. Handled escalations.

Managed escalation issues in PC and customer service environment.

Prepared, analyzed, and acted on the team’s daily performance in relation to customers SLA’s. Used complied data to improve the operations and help desk processes and procedures.

Prepared reports and presentations for upper management and the client.

Configured and installed classified stand-alone computer systems.

Served as a backup to the VTC Administrator.

Anteon Corporation January 1997 to July 1999

Los Angeles Air Force Base

483 N. Aviation Blvd., El Segundo, CA 90245

Senior Desktop Support Technician

Provided second- and third-level support to the users of the MILSATCOM Joint Program Office. Assisted first-level technicians in resolving user’s issues. Handled escalations.

Developed new processes to improve Help Desk operations.

Responsible for the deployment and management of computer equipment.

Prepared reports and presentations for upper management and the client.

Conducted training for the team and new technicians.

Served as a backup to the VTC Administrator.

Odgen Professional Services August 1995 to December 1996 Los Angeles Air Force Base

483 N. Aviation Blvd., El Segundo, CA 90245

Helpdesk Analyst

Provided first-level support to the users of the MILSATCOM Joint Program Office. Coordinated with second-level support group to ensure the appropriate support group was informed of the issue and then monitored it to ensure the issue was resolved to the customer’s satisfaction.

Maintained the User Support Help Desk to analyze problem reports and troubleshoot hardware and software to resolve user issues.

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Supported Microsoft Office, IE, Netscape, E-Mail, McAfee Anti-Virus and other software used on United States Air Force desktop and laptop computers. References available upon request.

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