Desktop Support Security

MARK TOMPKINS

**** ******* ***** **********, ***** Carolina

910-***-**** ****.***********@*****.*** linkedin.com/in/mark-tompkins-9ba614ab

COMPUTER ASSISTANT

Exceptional Individual with demonstrated capabilities in initiating significant developments targeted towards strategic advancements.

Seasoned professional with over 11 years of expertise in system administration, desktop support engineering, computer management, and cyber security, technical support and help desk services. Proficient in optimizing IT Infrastructures to achieve high performance, developing and implementing innovative blueprints to achieve stated goals, offering exceptional customer service to derive customer satisfaction, executing projects before stated deadline and utilizing technological tools to perform assigned tasks with rich experience in working with the government. Possess hands-on experience designing and implementing numerous strategic blue-prints in accomplishing objective compliance, working collaboratively in a remote and mixed official space, and delivering results in a fast paced environment.

System Administrator Training Maintenance System Tuning Networking Help Desk Operations Industrial Controls Component Repair Diagnostics & Troubleshooting Customer Service Technical Support Network Management Inventory SOP Management Information Management Record Management System Security Installation, Configuration & Upgrading User Training & Support Server Administrator Project Management Scada Plc Eeck Cyber Security ICS/RMF SCCM Familiarity with Netflow data, DNS logs, Proxy logs, etc IAVA HIDS/HIPS

Professional History

598th Transportation Brigade Department of the Army XXXX – Present

Utilizes sophisticated tools to provide surface deployment and distribution services across various military terminals to meet the nation’s set goals.

Ensures stated requirements are met by using biometrics, records, badges, identification cards, vehicle decals and other available means to verify identity; prevents invasion of border also responds to calls emergency situations.

Works with security personnel to provide security, also supervises team to ensure proper and timely performance of tasks.

System Administrator Verigent, LLC and PESystem, Inc., SunnyPoint, NC Aug. 2015 - Present

Improves users experience by training end-users on the efficient use of computer hardware and software systems Knowledge of Avaya phone system and extensively assisting users with computer desktop systems, peripherals, software to facilitate efficiency of system; also installs and tests desktop software applications, Internet browsers, and customer-specific software applications to promote optimum customer service.

Utilizes accurate resolutions to resolve conflicts also evaluated problems to ascertain trends and patterns; received and transmitted narrative and facsimile and messaging traffic by skillfully performing the processes and procedures involved.

Maintains computer networks by managing Windows Server including wireless and wired network connections alongside operating message handling system; increases performance of server by working with colleagues to install and upgrade hardware and software components as well as making recommendations for upgrades and replacing hardware/software components.

Ensures uptime by overseeing the installation, configuration, maintenance, diagnosing, upgrading, decommissioning of personal computers and accessories and customer-specific software applications, including administrative requirements for reissue and security for returned equipment.

Protects the operating system and network by controlling, monitoring, identifying security threats and developing and implementing solution driven techniques; enhance easy storage and retrieval of data by connecting desktop computers through various methods such as associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrate systems.

Selected Career Benchmark

Supported DISN video services network access and use Familiarity with the Tandberg 6000 MXP and Polycom P680 video teleconferencing units Support users with access and trouble.

Singlehandedly installed Desktops with ArcGIS 10.1.4 and ESS 6.5, also worked with team to setup Server 2012 and Added Virtual machines to handle the Licensing for ArcGIS and ESS.

Prevents loss of data by serving as the ARIMS coordinator of Records Management for the Information management division, SOP management, records keeping, and destruction

Played key role in the development and setting up of Brigade Standard Communication Package (BSCP) by assisting with logistics, installations, deploying satellite, conducting field training on expensive and tactical equipment; also assisted the system administrator assigned for project when needed and worked as the node site coordinator assistance.

Desktop Support Engineer Verigent, LLC and PESystem, Inc., SunnyPoint, NC Nov. 2012 – Jul. 2015

Managed installations, configurations, maintenance, diagnoses, upgrades and decommissioning of personal computers and accessories, including customer specific software applications including administrative requirements for reissue and security for returned equipment

Ensured protection of data by determining basic security threats, adopting appropriate mitigation techniques and securing operating systems and network via control, monitor and troubleshoot strategies.

Facilitated easy transfer of data by connecting desktop computers via diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Collaborated with specialists to perform testing and implementing new and modified programs also assisted subject matter specialists via help desk service, by scheduling one-on-one support, or via correspondence.

Selected Career Benchmarks

Supported DISN video services network to enhance access and use, also used Tandberg 6000 MXP and PolyCom P680 video teleconferencing units when needed.

Played key role in facilitating smooth user experience by assisting users with access also improved performance by troubleshooting for Defense Civilian Personnel Data System (DCPDS) and Transportation Financial Management System (TFMS); skillfully deployed power user access to troubleshoot for Defense Travel System (DTS).

Kept proper record of reports by maintaining full documentation for actions and follow-up in accordance with regulations and the Army Records Information Management System (ARIMS)

Computer Technician at Naval Bases Apex Systems Inc., Atlanta, Georgia Feb. 2012 – Sept. 2012

Improved system effectiveness and efficiency by developing, repairing and troubleshooting computer systems also designed and maintained records of all calls for easy retrieval.

Provided technical solutions to internal clients by maintaining latest knowledge of relevant product offering and support policies; increased customer satisfaction by expressing outstanding and solution driven customer service and support.

Developed and monitored progress on problem resolution, also advised users on status of issue.

Selected Career Benchmarks

Deployed new workstations on Navy/USMC bases also advanced configuration / reconfiguration of hardware, including workstations and printers.

Analyzed and resolved end-user hardware, software and connectivity issues also managed and operated Windows 2003 servers and their associated hardware and software.

Received numerous customer commendations and awards.

Microcomputer Specialist New Hanover Regional Medical Center, Wilmington, NC 2010 - 2015

Ensured optimum performance by troubleshooting, diagnosing and resolving problems associated with Desktop, Laptops and Printers; collaborated with vendor support contacts to resolve technical problems associated with user accounts and Desktop computing equipment and software.

Developed blueprint of system upgrades to troubleshoot, analyze and resolve new systems, also supported Engineers with Switch setup (Network work cabling and installation).

Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Effectively controlled teams and ensured adherence with group policy while maintaining Microsoft enterprise licenses for operating system operating system and office products.

Identified and evaluated functional needs to determine the conditions for purchasing of computer supplies, also spearheaded telephony system.

Selected Career Benchmarks

Served as ADS Administrator, also promoted excellent customer service by gathering, evaluating and answering frequently asked questions to facilitate accurate and quick response also solved recurring problems by collaborating the Training Coordinator to design and offer strategic training sessions to solve problems.

Improved response time from 3 days to 2 hours by tracking and overseeing trouble tickets; also enhanced timely performance of tasks by spearheading Wireless, printers and EMS software, headed the EMS unit.

Help Desk New Hanover Regional Medical Center, Wilmington, North Carolina 2005 – 2010

Promoted optimum customer service by responding to Help Desk requests from end-users, answering questions, solving problems and troubleshooting issues with network systems and applications to facilitate network connectivity.

Stored and maintained knowledge and current technology by keeping an up-to-date and classified reference library to enhance easy retrieval of information; designed websites to improve visibility of librarian programs and services.

Promoted excellent user experience by clients on online catalog software, identifying and resolving Level One problems for users of Mainframe, Personal Computer software and hardware, district network and the internet while communicating solutions to end-users.

Selected Career Benchmarks

Setup hand held for the lab Department

Wrote printer scripts for –ray Department.

Previously Excelled As:

Non-Commissioner Officer Army National Guard 1985 - 2005

Education & Training

A.A Interdisciplinary Discipline

Liberty University, Lyncburg, VA

Diploma in Network Security 2004

Chubb Institute, Springfield, Pennyslyvania

Certifications

Active Secret Security Clearance

Microsoft Certified Professional

Comptia Security +

Comptia Network +

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