Customer Service Support

Austin Allen Smith

******.*****.****@*****.***

Glen Burnie MD

SUMMARY OF QUALIFICATIONS

A dedicated customer service focused individual offering comprehensive experience in maintaining systems, program management, personnel administration, security, cyber security and training derived through service in the United States Marine Corps. Experienced IT professional offering almost 3 years’ experience with a proactive mindset and dedicated to performing. Proven ability to produce a variety of written desktop procedures and turnovers to increase work proficiency and effectiveness. Looking for a career that will provide growth and present new challenges and will offer educational opportunities. RELEVANT EXPERIENCE

System Administrator- Next Century/CACI February 2018- Current

Created and Managed access to shared mailboxes hosted in Microsoft Exchange.

Researched and found PowerShell scripts that required minimal changes to serve the purpose I needed.

Created DNS entries to coordinate with their IP and Hostname.

Created and configured AWS accounts then provisioned Usernames and passwords to users.

Created A-Records for company websites in AWS.

Troubleshooted basic Microsoft 365 email issues by accessing the Exchange Admin Center dashboard and conducting message traces.

Triage and basic support for devices running various versions of Ubuntu and CentOS.

Provided support for networking issues by looking for dropped packets in our checkpoint firewall.

Provisioned 2 factor VPN access using Checkpoint VPN.

Assisted in the company’s Windows7 to Windows 10 migration, coordinated with supervisors to include the acquisition of some new machines so that we could replace all Windows 7 machines in 3 sweeps and provide the users with one week with their old machine to migrate their data to their new machine.

Responsible for creating distribution and security groups in Active Directory and ensuring the proper users were in those groups.

Created Windows Servers 2016 in Hyper-V and ensured that they had the proper DNS entry a DHCP reservation in accordance with our subnet scheme.

Consistently requested projects to work on from supervisors when my daily tasks were finished.

Responsible for keeping the Nagios database up to date with the latest clients and servers to ensure all important infrastructure was being monitored properly.

Scoped out a project to roll out a teleconferencing solution spanning 7 conference rooms in 2 offices and presented it to upper level management.

Configured Group Policies that automated windows updates to Servers and Client machines.

Created an updated Windows 10 Image using Windows Deployment Services and thoroughly documented the process to ensure that we have a standardized process.

Aided standing up a second corporate network which involved setting up multiple network switches and coordinating with our ISP.

Provided helpdesk support to a company of 150 employees across two different locations (MD and VA).

Provided helpdesk support for Windows, Mac and Linux clients.

Created a central file server on Windows Server 2016 and configured explicit access control lists to ensure that users had the least amount of privilege while accessing sensitive files.

Was responsible for maintaining the JIRA helpdesk ticketing system and ensuring that customer issues were resolved quickly.

Helped coordinate escalation in JIRA tickets to ensure that customers tickets were resolved promptly.

Was part of an on-call rotation that responded to customers after hours.

Consistently researched newer technology and resources for potential hardware/software upgrades to ensure no critical technological downfalls occurred.

Monitored System infrastructure for possible failures and coordinated repairs when detected.

Responsible for maintaining explicit helpdesk documentation via multiple confluence pages.

Maintained and secured NTFS permissions on a domain, in order to maintain NIST 800-171.

Kept upper-level management up to date with recommendations of newer technology and non-recommended newer technology.

Responsible for establishing and maintaining vendor relationships.

Installed software updates for all printers and computers connected to the domain.

Utilized Snipe-IT to inventory all physical hardware, along with software issues to every user on and off site.

Performed backups of all servers and virtual machines on our network. Also restored servers and virtual machines from a backup to ensure functionality.

PROFESSIONAL MILITARY EXPERIENCE

United States Marine Corps - multiple locations 2013 - 2020 Administrative Team Lead MARFORSOUTH, FL 2018-2019

Coordinated with 14 different administrative offices to ensure all travel entitlements were being processed correctly.

Generated Defense Travel System Authorizations and vouchers for 34 service members in 6 different locations in Central America to include a mobile training team.

Managed all Government Travel Charge Card balances and corrected any deficiencies while keeping superiors informed.

Processed over 172 Authorizations and Vouchers for all travelers in Central America and audited their pay out to ensure no over-payments were issued to travelers.

Simultaneously fixed critical manpower shortfalls in two other administrative sections with his knowledge and experience while processing all Defense Travel Authorizations and Vouchers in a timely fashion. Administrative Team Lead Fort Meade, MD 2016 - 2017

Managed the reviewed and processing of Marine Corps Total Forces System (MCTFS) data utilizing the Unit Diary Manpower Integrated Personnel System (UDMIPS) and Defense Travel Management System (DTMS)

Provided administrative support to two major units: Marine Cryptologic Support Battalion (MCSB) and Marine Corps Forces Cyber Command (MARFORCYBERCOM)

Supported the Commanding General Readiness Inspection (CGRI) program by providing support and assistance to major subordinate units and inspecting units utilizing the Marine Corps Administrative Analysis Team (MCAAT) guidelines. Personnel / Team Lead / Okinawa, Japan 2013 - 2016

Served as unit supervisor of the Inbound / New Join Branch; supervised 17 Marines ensuring their wellbeing, professional development as well as their administrative and physical training requirements were met in a timely manner

Created an initial join process that efficiently allowed employees to effectively process their paperwork in a timely manner. This process ended up improving efficiency by approximately 60%. EDUCATION

In Progress - Bachelor’s in Information and Technology with a minor in Computer Science

(expected Completion date December 2021)

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