Customer Service Technology Specialist

REGINALD HENDRIETH

***********@*****.*** H: 706-***-**** 717 Gallaway Lane, Grovetown, GA 30813

Summary

I have 28 years of IT experience, including as an Information System Analyst. My skills and experiences include: Server Administration, Computer Hardware, Configuration Management, Cost Analysis, Customer Service Training, Database Administration, Help Desk Support, Information Technology, Inventory Management, Marketing, Meeting Facilitation, Operating Systems, Policy Analysis, Shell Scripting, Technical Support, Technical Writing, Training Materials, Training Programs, Bookkeeping, Cabling, and Troubleshooting. I also currently hold a DOD Top Secret Security Clearance.

Skills

Hardware/software upgrades

Application support

Technical issue analysis

Application installations

Debugging

Troubleshooting and diagnostics

Customer support needs assessment

Microsoft Operating System Expert

Troubleshooting proficiency

Staff training

Helpdesk administration

Excellent communication

Server Administration

Project Management

Configuration Management

Experience

Defense Information Systems Agency (DISA) Augusta, GA

Tier I Help Desk Specialist

02/2019 - Present

Responsible for providing high-quality technical support for multiple applications to DISA customers from around the world through email and phone interactions by using an incident tracking system.

Provide account enablement and password resets as needed for 85 systems ranging from mainframes systems, Oracle Database accounts and web based applications.

Document and research customer technical issues.

Document solutions for company knowledge-base.

Meet Service Level Agreements (SLA) like response and resolution times by partnering within multiple support organizations.

U.S. Army Kuwait

Satellite Communication Operations NCO

07/2017 - 11/2017

Planned, maintained, and defined network infrastructure of strategic communication assets within Kuwait, Qatar, Joran, Bahrain, and the United Arab Emirates.

Managed 21 information technology specialist from two different companies.

Migrated 200 computers from Windows 7 to Windows 10. Created a process to issue over 25 SIPR (Secure Internet) and elevated PKI tokens to all staff members.

Cross-trained new employees by explaining rules, procedures and job responsibilities.

Kept projects on task with proactive control of budgets, schedules and scopes.

Monitored multiple databases to keep track of all company inventory.

U.S. Army Kuwait

Satellite Operations Chief

10/2016 - 07/2017

The Battalion NCOIC for the forward deployed Theater Strategic Signal Battalion in the USCENTCOM Area of Operations consisting of four companies totaling over 470 Soldiers, Department of the Army Civilians, and Contractors.

Provided operation base and expeditionary communications capabilities to USARCENT and subordinate commands.

Coordinated and developed plans and operation orders for the operations, maintenance, and protection of the strategic communications systems and services at over eight sites in support of Operation Inherent Resolve.

U.S. Army Fort Gordon, GA

Operations NCO

02/2015 - 10/2015

Battle Captain for the Fort Gordon Installation Operations Center that supports 24 hour operations with continuous communications throughout the installation for over 50 units, directorates, and worldwide organizations.

Monitor sensitive reports and email traffic.

Led operational planning teams to address field and base concerns with minimal delays.

Oversaw gathering of intelligence and combat information to support troops on ground.

Mentored and coached junior staff members by giving positive feedback and constructive criticism.

U.S. Army Fort Gordon, GA

First Sergeant

03/2013 - 02/2015

Managed 60 employees and supervised 450 Advance Individual Training Soldiers

Assigned and monitored training needs of subordinate staff members to close knowledge and performance gaps.

Identified appropriate solutions to minimize issues and quickly solve problems.

Assists in property accountability valued in excess of $25 million

U.S. Army Fort Gordon, GA

G-3 NCOIC

09/2010 - 02/2013

Trained, planned and supported Operation Security, Force Protection and Physical Security Programs.

Conducted audits on web pages, portals, and other social Medias ensuring compliance with operation security regulations.

Planned coordinated military ceremonies, conferences, foreign military visits and assessments.

Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.

Assessed, optimized and elevated operations to target current and expected demands.

Inspected production areas to identify and correct unsafe or unauthorized practices.

Enforced security policies and procedures to protect company assets from theft, loss or damage.

U.S. Army Bamberg, Germany

Automations NCOIC

06/2006 - 06/2009

Removed malware and viruses from laptops and desktop systems using specialized software.

Configured new employee work stations, including all hardware, software and peripheral devices.

Disassembled computer systems to troubleshoot and resolve hardware issues.

Documented repair processes and helped streamline procedures for future technical support actions.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Consistently responded to customer service emails within standard window for optimal response.

Education and Training

Pensacola High School Pensacola, FL

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