Customer Service Civil Engineer

Rudy Abac Ordonez

Freeport, FL *****• 561-***-**** • ****.***********@*****.***

Professional Summary

Resourceful IT Support professional recognized for top technical support performance in a variety of desktop and server operating systems, hardware components and IT network peripherals.

Experienced in providing technical hands-on capabilities with installation and configuration, remote monitoring, customer service, technical support, and troubleshooting.

Top Secret Cleared and Active Secret clearance

Skills

Customer service management

Technical Support

Windows Server Administration

Hypervisor and VMware

Active Directory

Virtualization

Software and Hardware Installation

STIGs/RMF/DOD Clearance

Work History

IT Service Desk Manager, 10/2019 to Current

General Dynamics Information Technology – Panama City Beach, FL

Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United States Air Force.

Oversaw team of service professionals focused on providing technical support, Information Awareness, RMF, eMass, and network deployment support.

Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Analyzed complex project server issues and worked on large enterprise and business-critical applications.

Directed Technical Support Team and Enterprise Information System Security Officers (ISSO) staff in support of networked and stand-alone Facility Related Controls Systems/Industrial Control Systems.

Standardized job tasks and trained junior team members on industry best practices and standards.

Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Facility Related Control Systems/Industrial Controls Systems, including Windows servers, workstations, and network devices.

Created, maintained, and implemented detailed documentation and maintained standard operating procedures in a document repository

Senior Information Technology Specialist, 10/2015 to Current

Florida Army National Guard – Pensacola, FL

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Patched software and installed new versions to eliminate security problems and protect data.

Managed and executed the deployment, monitoring, maintenance, upgrade and support of IT systems, including server operating systems, hardware, software, and some cloud services.

Maintained user accounts, including new user accounts, Moves, and changes in Active Directory.

Hands on experienced in servers and server virtualization including VMware, Microsoft Windows server 2012/2008, and Windows 7/8/10.

Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.

IT Service Desk Supervisor, 05/2019 to 10/2019

Davidson Technologies – Panama City Beach, FL

Supported AFCEC Civil Engineer Control System cybersecurity initiative contract for the United States Air Force.

Managed daily operations of the AFCEC COOI Service Desk.

Supervised Technical Support team in recognizing, identifying, isolating, and resolving problems with CE COINE domain and its services.

Supervised the installation, testing, and setup of new hardware and software.

Created and maintained Service Desk Knowledge Base articles and Standard Operating procedures.

PC Support Technician, 12/2016 to 07/2018

Vectus Inc. – Vicksburg, MS

IT support for the Engineer Research and Development Center – US Army in Vicksburg, MS.

Installed, troubleshot, and repaired computers, network equipment such as servers, switches, related PC software, and VOIP phones.

Investigated information, network, and communications needs of users. Used Remedy ticketing system to track incidents, requests, and work orders.

Documented all server and network problems and other unusual events in detail.

Scheduled and performed software and hardware improvements, upgrades, and patch installation.

Help Desk Support Specialist, 12/2015 to 12/2016

Horne LLP – Ridgeland, MS

Removed malware, ransomware and other threats from laptops and desktop systems.

Configured hardware, devices and software to set up work stations for employees.

Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.

Provided daily technical support on the use of various products to over 690 HORNE employees.

Reported complex technical problems that require programming or bug fix actions to level three (Operations team, Development team) or software vendor for resolution.

Ensured timely and effective resolution of helpdesk requests, according to company SLA.

Help Desk Analyst, 10/2014 to 10/2015

Apex Systems, Inc. – Clinton, MS

Contractor for Lockheed Martin supporting Mission Support Services and the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF) ESA4 Help Desk.

Assisted customers with troubleshooting issues encountered while using hardware or software to provide actionable tips to resolve problems.

Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals.

Deployed software on Active Directory using SCCM.

Managed users/devices account on Active Directory.

Executed appropriate problem escalation procedures in a timely manner according to SLA.

Application Support Specialist, 04/2013 to 09/2014

Datanetics, LLC – Hurlburt Field, FL

Provided support in entering and verifying data and military records as they related to Personnel Tempo (PERSTEMPO) as well as other elements and features as they come online within Defense Ready.

Identified issues within the system and provided recommendations to supported units on the best possible ways on using the Defense Ready program to meet their unit's tasks and reporting requirements.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Section Supervisor/Administrative Specialist, 06/2009 to 04/2015

U. S. Marine Corps – Pensacola, FL

Supervised and trained clerks, audited processed work, and researched and corrected accounts.

Over viewed office personnel ensuring all duties were performed accurately and timely.

Supervised and coordinated activities of workers engaged in customer service activities.

Education

Bachelor of Science: Cloud Computing, Expected in 12/2021

Western Governors University - Salt Lake City, UT

Associate of Applied Science: Network and Systems Administrator, 07/2016

ITT Technical Institute - Indianapolis - Madison, MS

Certifications

CompTIA Security + CE Certification

CompTIA A + CE Certification

CompTIA Network + CE Certification

CompTIA Server + Certification

CompTIA Cloud + Certification

ITILv4 Foundations

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