Customer Service Technical Support
Resume:
Diligent Tier II & II Help Desk Technician with six years of comprehensive experience providing technical support and troubleshooting solutions in fast-paced environments. Proficient in diagnosing and resolving hardware, software, and network issues to ensure minimal downtime and maximum productivity. Adept at leveraging a strong understanding of IT systems to deliver exceptional customer service and satisfaction. Proven ability to communicate complex technical concepts clearly and effectively to users at all levels. Committed to staying current with emerging technologies and industry best practices to drive continuous improvement in IT operations.
Technology Skill Summary
Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System and Intrusion Detection System, NMAP, Metasploit
Hardware: Disassemble and Reassemble desktop PCs, RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors
Software: Microsoft Firewalls, identify types of Malwares, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing, Azure, Microsoft Enterprise
LAN WAN
Virtualization
Installation
Configuration
Adaptability
Active Directory
NMAP
Documentation
Troubleshooting
Safety & Security
Networking
Team management
Project management
Technical Support
Analytical Thinking
IP Addressing Scheme
Firewalls & Antivirus
Attention to detail
Materials Management
Customer Service
Routers & Switches
Problem Solving
Oral Communication
Splunk
Oral Communication
Attention to detail
Education & Certifications
AA Aviation Avionics
AA Network Administration and Cybersecurity 2021
BS Information Technology Graduate December 2024
Certifications: CYSA+
LPI Linux Essential
Unmanned Aerial System (UAS) Technician Cochise College October 2010
Experience & Notable Contributions
February 2024 to Present
TCOM LP
E/M Operator II
February 2024 to Present
Aerostat Launch and Recovery
Troubleshooting and Maintenance
Reconnaissance and Surveillance
Birmingham Water Works Board
April 2023 to January 2024
Active Directory
Implementation of security requirements for software.
IT security systems that anticipate, identify, evaluate, mitigate, and minimize risks associated with IT systems vulnerabilities.
Implement new software testing, security measures and rollback plan.
Operating Systems
Installation and Configuration of DNS and Active Directory.
Systems Policy and Group Policy; Systems Back-up and Recovery
Thin Client desktop support after normal business hours.
Microsoft Intunes
Microsoft 365 and exchange servers
Change Management
Software installation
File sharing
Software and Network troubleshooting
Network and Software patching.
SAIC
Tech Support Tier II
October 2022-April 2023
Government System Software Installation
Troubleshoot software
Hardware Imaging
System Setup
Basic Network Troubleshooting
Remote Desktop
Server System
Printer installation and printer troubleshooting
Computacenter
Network Dedicated Engineer
June 2022 – October 2022
It supports during audits on-site
Upgrade of components
Hardware installation
De-installation
Racking
Stacking
Troubleshooting
Support of LAN/WAN
ServiceNow ticketing system
CISM ticketing system
Packet Capture
Spectrum Analysis for WLA
Splunk
Wireshark
SAIC
FRTIB Help Desk Support
April 2022- June 2022
FRTIB help desk supports Managing the government retirement systems 401k portfolios for the military and government.
technical support by performing installation, repair, and preventative maintenance of workstations and related software/hardware.
Troubleshoot software and hardware failures and apply specific knowledge to return equipment to operational status.
Office 365, BigFix, MDM/Intune, Windows 10, Dell, Azure, McAfee or BitLocker, Autopilot
Creation and testing of deployable software packages, software asset management, and software as required.
Service Now ticketing system.
Leidos
DNS Administrator
December 2021 to April 2022
System documentation
Review system requirements
Technical support
Multiple ticketing system
Manages multiple servers.
Splunk
SolarWinds
Infoblox
Email request
DNS troubleshooting
Nslookup
Klothnet
Forward lookup
Reverse nslookup
TCP/UDP, DNS
puttY
DCHP
NRTC
Level II Technician
January 2022-Febuary 2022
Email Configuration and Trouble shooting
Customer Service
DHCP Tools
Basic Internet Troubleshooting
E-tickets system
iVUE ticketing system
Remote PC Access
Teksystem
Level I Technician
September 2021 – Present
Configure and Trouble Emails
DHCP Tools
Create Trouble Tickets and Escalations
RDC
Router Reconfiguration
Customer Service
Troubleshoot voice, video, data, and connections!
Answer inbound support phone, call, chats and emails.
Data Analyst Avion Solutions February 2019 – July 2021
Operate data analysis tools to query data from multiple databases to provide actionable information to corporations.
Monitor Maintenance Allocation Requirement Chart (MARC) maintenance and man-hour times for UAS
Build active data-valid automation to identify data integrity issues.
Identify, analyze, and interpret trends or patterns in complex sets.
Coordinate communication between business users and data warehouse associates balancing resources and requirements to resolve issues.
Submitting recommendations to improve systems and technical procedures to maintain proper operations.
Precision Integrated
Field Service Representative
December 2018 – August 2018
•Utilized software to review virtual airplane schematics.
•Troubleshoot maintenance on aircraft and associated equipment.
•Possessed over 300 flight hours Stalker IE
•Network troubleshooting
•
Textron Systems
Site Lead Maintenance Manager
March 2015 – April 2018
•Supported onsite personnel with maintaining UAS functions, leading to quality support for the COO.
•Managed team member performance, reviewing metrics to improve operational performance throughout.
•Acted as Crew Chief and TI for RQ7B Shadow
•Network Troubleshooting
S3INC
Functional Analyst
July 2014 – February 2015
•Matched reviews of vendor performances, using sound business acumen to improve, ensuring effective operations.
•Facilitated quality assurance, conducting 10/20 level maintenance procedures on the RQ-7B Shadow UAS systems.
•Diagnosis and resolve customer’s problems.
enrGes, Inc.
UAS Maintenance
March 2013 – May 2014
•Directed aircraft inspections, monitoring fuel loading, weight and balance, and coordinating measurements to support FAA regulations.
•Supported in implementing improvements throughout the Safety Risk Management Process (SRM), focusing strategic planning on process improvements to achieve higher levels of safety throughout operations.
•Held roles as Crew Chief and Technical Inspector for RQ7B Shadow
•Troubleshooting
•Providing customer support and assistant with the installation of equipment
Alabama National Guard
UAS Maintainer Sergeant
November 2007 – November 2013
•Developed timely schedules to ensure quality maintenance on testing, measurements, and diagnostic equipment.
•Coordinated continuous repair operations throughout electrical, avionics, propulsion, and fuel systems, ensuring operational compliance with Alabama National Guard regulations.
•Served as Crew Chief for shadow RQ7B
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