Help Desk Operations Manager

Full Legal Name: John Correia

Job Title Applying for: Electronic Technician

Summary Skill Sets if Required on the requisition:

Highly skilled Electronics Technician, US Air Force Veteran (Communications Specialist, Operations Manager), Top Secret Clearance (Active), with over 20 years of Department of Defense related experience installing, maintaining, and troubleshooting a wide array of high-speed general purpose and special electronic computer systems that utilize classified networking, multitasking, and packet data transfer technologies. Currently supports USAF’s Tactical Air Control Party (TACP) Mobile Communications System (MCS) and computers deployed worldwide supporting client operating systems, secure radios, switches, and routers. Previously provided 24/7 support of USSOCOM’s tactical local area networks (TACLAN) and computers deployed worldwide supporting Exchange 2012, Windows server and client operating systems, switches, and routers as Field Technician Manager. Dell Premier Access Certification for servers and storage and certified for warranty work from General Dynamics, Getac, HP and Panasonic Computer Solutions. Experienced with Cat-5 cabling, fabrication, and installation. Skilled with 10 years of experience with data center hardware racks and COTS equipment. Possesses over 16 years of supervising roles. Extensive experience with training subordinates and troubleshooting client workstations. Strong organization, time management, and communication skills. Adaptable with excellent work ethic. Proficient in MS Office Suite (Word, Excel, PowerPoint), MS Project, Deltek, and CostPoint.

HARDWARE: Cisco Firewalls, Routers, Security Appliances and Switches; Dell Servers and Storage Arrays; Dell, General Dynamics, Gateway, and Panasonic laptops; IBM Compatible PCs; NetApp Storage Arrays; Sun SPARC Stations; Proprietary Mainframes; PBX/ Tactical Telephone systems; Cryptographic Equipment

SOFTWARE: Cisco IOS; Microsoft Exchange 2010, Server 2012 R2, Windows 10, Windows 7, Remedy; UNIX, Sun Solaris; Network Diagnostics; Hardware Diagnostics; Gauntlet, PIX and Sidewinder Security Firewalls Information Assurance Suites

DOCUMENTATION: diagrams, drawings, technical publications, system flow diagrams, BOMs

TEST EQUIPMENT: network analyzer, sniffers, data generators, voltmeter

TOOLS: magnifying glass, tweezers, crimpers, snips, strippers, ESD bracelets, anti-static tape, screw drivers, needle nose pliers, heat guns

Education/Training and Certifications:

Military Training

High School Diploma

Chronological History:

Help Desk Operations Manager

iGov [ August 2018 to January 2020

Support of USAF's Tactical Air Control Party (TACP) Mobile Communications System (MCS) and computers deployed worldwide supporting client operating systems, secure radios, switches, and routers.

Ensure incidents and service requests escalated to Tier 2 are resolved in a timely manner, specifically within the timeframes established in applicable Service Level Agreements (SLAs)

Ensure that customer issues are addressed in a timely and accurate manner, executes and improves the incident management process, recommends and implements Tier 2 Support process improvements, and creates metrics reports for management.

Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills to enhance the quality of provided service.

Maintain a high level of proficiency on TACP-MCS hardware and software; maintain proficiencies on the latest industry practices and procedures

Provide on-call technical diagnostics, troubleshooting, fault resolution, and support for fielded systems.

Field Technician Manager

iGov = March 2016 to July 2018

24/7 support of USSOCOM's tactical local area networks (TACLAN) and computers deployed worldwide supporting Exchange 2012, Windows server and client operating systems, switches, and routers.

Ensure incidents and service requests escalated to Tier 3 are resolved in a timely manner, specifically within the timeframes established in applicable Service Level Agreements (SLAs)

Ensure that customer issues are addressed in a timely and accurate manner, executes and improves the incident management process, recommends and implements Tier 3 Support process improvements, and creates metrics reports for management.

Direct work for a team of Tier 3 Field Technicians to include monitoring time keeping and certifications. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off.

Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills to enhance the quality of provided service.

Maintain a high level of proficiency on TACLAN hardware and software; know the different versions of the TACLAN baselines, and keep up-to-date on the latest industry practices and procedures

Provide on-call technical diagnostics, troubleshooting, fault resolution, and support for fielded TACLAN systems.

Troubleshoot and analyze logs, services, error messages, and processes to help detect, prevent, and repair problems.

Assist in the development of documents and spreadsheets for operation and maintenance, technical information bulletins (TIBs), equipment replenishment, and warranty essential to the TACLAN program.

Electronics Technician III/TACLAN Field Technician

SAIC, Inc - December 2003 to March 2016

TACLAN Field Technician: TACLAN Field Technician Team Lead, Life Cycle Sustainment and Maintenance (LCSM) Spares Manager supporting the USSOCOM Tactical Local Area Network production contract.

Provide 24/7 support of USSOCOM's tactical local area networks (TACLAN) and computers deployed worldwide supporting Exchange 2010, Windows server and client operating systems, Wide Area Voice Environment, switches, and routers.

Troubleshoot and analyze logs, services, error messages, and processes to help detect, prevent, and repair problems.

Assist in the development of documents and spreadsheets for operation and maintenance, technical information bulletins (TIBs), equipment replenishment, and warranty essential to the TACLAN program.

Travel as needed to CONUS/OCONUS locations to support the end user.

United States Air Force Career

Various – November 1992 to November 2003

Help positions to include Operations Manager, Computer Communications, Communications Specialist, LAN/WAN Network Administrator, and LAN/WAN Systems Administrator.

Contact this candidate