Security Clearance Project Management
Resume:
Nakish K Frazier
Forney, TX *****
*********@*****.***
Objective: To work to the best of my abilities to improve productivity and efficiency within a corporation by utilizing the technical knowledge and experience I have obtained. To use my interpersonal and communication skills to resolve customer issues and form positive relationships between customers and the company.
Highlights of Qualifications
INACTIVE DOD Secret Security Clearance
Windows 7 Certified
MAC Certified
Army Veteran Accomplished in identifying and solving communication problems
Very well organized and able to meet deadlines
Maintains an understanding of DOD IT Policies and Procedures
Budget Planning and Forecasting
Project Management and Resource Planning and Change Management Process
Metrics and Reporting
Examines premises, plans, and specifications to determine work procedures, materials, and equipment needed
Installs hardware and software components to maintain efficient communication
Supervised security of highly sensitive equipment.
Operate and test many types of communication systems
Supervise, installs, employs, maintains, troubleshoots, and assist users with battlefield support systems, terminal devices, satellite communications equipment, LAN/WAN networks and other automated telecommunications computer systems
Created User Accounts and Mailboxes via Active Directory for military, contractor and government Civilians
Imaged systems via Ghosting Solution and Altiris
Training/ Certifications
·Corrective Maintenance of Patriot Radar ·Combat Engineer ·Frequency Management ·Basic Electricity ·Comptrollership ·Safeguarding Defense Information ·Planning, Programming, Budgeting Execution Systems ·Principals of Communications ·Web Multimedia ·Electrical/Electronic Safety ·Operation Intercommunications ·Tactical Radio System ·Data Distribution Systems ·Common Hardware Software(CHS) ·Standardized Integrated Common Post Systems (SICPS) ·Altiris ·MSSQL Server 2000-2008 ·MS Visual Studio 2003-2010 ·Desktop IBM/Compatible Microcomputer ·Quest Software ·IBM DB2 Connect PE ·TeraData SQL Asst 7.1-13 ·Tactical Satellite Terminal ·Single Channel Demand Assigned Multiple Access (DAMA) · Windows 7 Certified ·MAC Certified ·Asset Manager 5.22 (JCPenney) ·Action Request System BMC Remedy 7.5 (JCPenney) ·HEAT (Accor North America) ·LogMeIn ·Exchange Management Console · Adobe Office Products ·ISAM ·Active Identity ·Windows Server 2003-2008 · NetOp Remote Control (Randstad Technologies) ·AutoDesk (Total IT DFW) ·HP Service Manager (Randstad Technologies) ·Service Now (Cognizant) ·PuTTY ·CentOS 6 / 7 Linux ·Oracle Service Cloud Ticketing System ·DNS ·Microsoft Office 365 Products / Exchange ·LDAP ·Pararture ·Cisco ·TCP/IP ·Python ·Windows 10 / 11 ·AnyConnect VPN ·Global Protect VPN
Professional Experience
Zix AppRiver OpenText 06/2017 – 07/2024
Senior Support Technician
Zix AppRiver Escalations Team
Product Support Manager
Provides phone and web technical support to customers, channel re-sellers and managed service providers (MSPs) that use or resell Zix AppRiver solutions to include advanced Threat Protection, Email Encryption, Information Archiving, Endpoint Protection, Email Continuity, migration services, Hosted Exchange, Microsoft 365 and Office 365 products
Deliver support in all aspects of connectivity between Zix AppRiver products and client systems including but not limited to mobile devices, workstations, servers, and applications
Manage telephone, instant messaging and ticket queues so that client issues are resolved in a timely fashion
Facilitate Live Remote Assistance sessions with clients having technical issues that cannot be resolved via the phone, tickets, or through email
Analyze and resolve escalation issues utilizing knowledge of any of Linux, Windows, Mac, Office 365, Azure, PowerShell, and SharePoint
Managed Manager Escalations for both tickets and phone calls to address any satisfaction / dissatisfaction with customer service received from support agents
Hiring, training, coaching, and evaluating employees
Conducting performance reviews and providing feedback
Developing and implementing business strategies and goals
Leading, motivating, and supporting a team
Cognizant 01/2014 – 06/2017
Senior Process Executive – AAFES POS Support
Provide customer support for technical issues related to Retail POS systems using Linux and PuTTY in a corporate environment
Provide customer support for technical issues related to Food POS systems using Windows 7 (MICROS systems) and Server 2008
Logging issues into problem tracking system, resolving Tier 1, Tier 2 and Tier 3 incidents
Analyze problems for escalation to appropriate support team
Support multiple proprietary business applications or components across technology
stacks
Writing/Testing technical Knowledge Base documentation in accordance with established department procedures and SLA
Team Lead for Service Now ticket system and Knowledge Base documents
Account Supervisor leading team of 13 Help Desk Agents
Randstad Technologies 05/2013 – 01/2014
Call Center Support Technician
Technical support for hardware, software, procedures, and password resets, etc. via telephone.
Responsible for diagnosing and documenting customer’s technical and “How To” problems and resolving or escalating or assigning problems to the appropriate area.
Working with Windows XP, Win95, WinNT, OS/2, LAN’s, MS Office Products, and Internet
Strong customer service skills in a help desk IT environment.
ACCOR North America 03/2012 - 05/2013
Support Analyst – Windows 7 Upgrade
Building, shipping, installing and maintenance of Point of Sale (POS) personal computers.
Resolve issues remotely (RDP, PC Anywhere)
Install computer hardware and peripherals components in a lab environment
Perform tasks in accordance with established department procedures and SLA
JC Penney Corporate Headquarters 01/2010 - 03/2012
Desktop Client Management and Infrastructure Provision Technician
Build and Configure Windows 7 and MAC machines to perform job performance supporting over 9,000 clients
Coordinate large specialty requests and project requirements
Manage department workload and coordinate event support and installation
Manage high priority requests and provide major incident management
Train installers on deployment process and procedures
Our Lady of the Lake in Baton Rouge 06/2007 – 10/2008
Computer Operator/Technician
Provide software application support for healthcare clients and programmers
Affectively communicate through verbal and written means
Process job applications and maintain hardware for Laptops, Desktops, Printer, Servers
Escalate issues to respective group for higher level technician support
U.S. Army 09/2000-06/2012
Communications Technician/ Radiotelephone Operator
Duty Stations: Fort Eustis, Fort Hood, Fort Drum, Fort Irwin
Configured Private Branch Exchange and provided Tactical Communications in adverse environments
Updated computers for IAVA vulnerabilities disseminated by IA
Configured and Troubleshoot BlackBerry’s for communications via the Exchange Server
Troubleshoot logon and CAC issues for military personnel
Setup VTC for the BDE Commander
Performed Automation at the Brigade Level supporting 3,000 users and systems
Education
U.S. Army Specialized Training: Leadership, Diversity, and Communication
Tactical Local Area Network Installation -Tactical Wide Area Network Installation
Network Security - Automated Net Control Device
Precision Lightweight Positioning System Receiver (PLGR) Troubleshooting
Remington College Dallas Campus
2008-2009
US Career Institute
2006-2008
University Lafayette of Louisiana
1996-2000
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