ANDREW HODGES

Professional Summary

Navy veteran with 11 years of experience in Information Technology. Proficient in helpdesk support and network troubleshooting in enterprise environments. Career supported by the pursuit of Bachelor of Science in Cybersecurity from Old Dominion University. Completed 112 credits.

Skills

Hyper-V

Active Directory

Group Policy

Windows 7/8/10

Customer Service

Software/Hardware

Troublshooting

Windows Server

Microsoft Exchange

Teamwork/Collaboration

Leadership

Verbal/Written communication

Helpdesk

Attention to Detail

Experience

Customer Service Representative 07/2019 to Present

Peraton – Chesapeake, VA

Supports users by fulfilling individual requests for information and/or training in the utilization of various databases

•Provides Tier I hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions

•Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for roper action.

Consultation Agent 07/2019 to 03/2020

Best Buy – Chesapeake, VA

Educated 25 members of the sales team and explained service and technology to increase service by 5%

Completed 50 hours installing and updating programs for clients aligning with their definition of fix

Provided outstanding customer service, clarifying requests while receiving 10 positive testimonials from clients

USS Gunston Hall 10/2015 to 07/2018

U.S Navy – Norfolk, VA

Administration of 11 servers utilizing Hyper-V and management of DNS and Group Policy Objects

Completed 100 hours of account management to include account and mailbox creations and network troubleshooting,

Finalized 75 hours of network maintenance, resulting in a 95% inspection rate

Used teamwork and time management skills to contribute 75 hours to network upgrade. Essential in upgrading 300 workstation from Windows 7 to Windows 10 in 28 days, one week ahead of schedule.

NCTAMS PAC

U.S. Navy – Honolulu, HI

10/2011 to 10/2015

Led the rapid resolution of 150 trouble tickets, ensuring a 98% availability rate to 45 afloat units

Contributed 40 hours devising a SOP for Defense Reutilization and Marketing Office (DRMO), providing a guideline for disposing old and unused materials

Spent 25 hours training 15 personnel, producing a fully qualified watch team

USS Enterprise CVN 65 08/2009 to 10/2011

U.S. Navy – Norfolk, VA

Completed 300 trouble calls and 250 hours of troubleshooting throughout ENTERPRISE Network Installed and troubleshooted workstations, printers, peripherals, and network

Provided Help desk assistance via telephone and e-mail to end users

Prison Guard 08/2008 to 08/2009 NEGB GTMO – Guantanamo Bay, Cuba

Performed 200+ successful prisoner escorts to be presented before military commissions tribunals Conducted inmate relocations of over 50 detainees in Maximum Security Prison in GTMO

Education

Bachelor of Science: Cyber security

Dec 2021

Old Dominion University - NORFOLK, VA

anticipated graduation December 2021

Community Service

Volunteer photographer, Oct 2020

Hispanic Resource Center - Hampton, VA

Photographed, cropped, and edited 200 photos for Coronavirus food drive Volunteer Head Soccer Coach, 07/2020 to 09/2020 Beach FC Soccer - Virginia Beach, VA

Designed and developed a training program for 9–10-year-old children

Supervised practices and games, prioritizing safety always Volunteer Head T-Ball Coach, 05/2018 to 06/2018 West Kempsville Youth Athletics - Virginia Beach, VA

Encouraged a culture of skillful learning and fun Volunteer Asst. coach Pop Warner Football, 07/2013 to 09/2013 Oahu Pop Warner - Mililani, HI

Planned, organized, and conducted practice sessions

Provide training, direction, and encouragement to prepare athletes for competitive games Volunteer Head Soccer Coach, 02/2012 to 04/2012 JBPHH Youth Sports - Pearl Harbor, HI

Provided kids with soccer fundamentals and drills Volunteer Head Basketball Coach, 07/2012 to 08/2012 JBPHH Youth Sports - Pearl Harbor, HI

Introduced games and drills which helped players develop skill levels Peer Advisors for Veteran Education (Pave) advisor

Provided ongoing support to 15 student veterans to navigate college life, address challenges, and refer them to appropriate resources

Additional Information

412 Acorn Grove LN #G

Chesapeake, VA 23320

224-***-****

https://www.linkedin.com/in/hodgesandrew

Contact this candidate