Service Representative Csr
Resume:
Eugene C. Dessaso
Apt 104 202-***-****
Clinton Township, MI 48038 *********@*****.***
United States Air Force veteran with over twenty-five years of experience and extensive knowledge in computer maintenance, Information Systems and Network Security. Adept at developing and maintaining detailed procedural processes that eliminate redundancy, improve efficiency, and direction towards achievement of organizational objectives. Highly focused and result-oriented in supporting complex, deadline-driven priorities, and goal identification. Accomplished in troubleshooting and managing network computer systems.
Certifications
ITIL Foundation v3 2012
CompTIA Security + 2008
Cisco Certified Network Administrator (CCNA) 2001
Professional Experience
CXT-UAT Tester-Standard July 2021-Present
Tele-performance
•Execute assigned test cases at the defined rate and quality
•Perform initial triage on failed test steps to properly determine if a defect is required
•Open UAT defects as needed, including all required details (following template) OnStar Customer Service Representative (CSR)
•Assign all defects to correct development resource
•Follow defects through lifecycle, adding additional details as needed, retesting when ready and closing with final comments
•Understand and effectively use standard application tools required for the execution of UAT
•Understand and properly use basic hardware required for the execution of UAT
•Display good written and verbal communication skills
•Remain on task and results oriented
MAVEN Advisor/OnStar CSR Feb 2020-Jul 2021
Tele-performance
•Maven Customer Service Representative (CSR)
•Relate to a broad spectrum of demographics, which participate in car sharing services (our members) or ride sharing services (our driver/members)
•Efficiently work towards member resolution while at the same time navigate several computer based system applications
•OnStar Customer Service Representative (CSR)
•Provide quality service and support for OnStar products and services to current and potential OnStar members
MAVEN Advisor Jul 2018-Feb 2020
Concentrix
A Maven Customer Service Representative
Relate to a broad spectrum of demographics which participate in car-sharing services (our Members) or ride-sharing services (our drivers/members)
Efficiently work towards member resolution while at the same time navigate several computer-based system applications
Customer Support Rep Apr 2017-Jul 2018
AUTOCOM
Call customers who recently visit client dealers to inquire of satisfaction with experience
Try to convince the customer to complete and return survey
Provide dealers with a brief, but thorough and accurate account of the customer’s experience
Provide dealers with a brief, but thorough and accurate account of the customer’s experience
Wide Area Network Technician Jan 2015 – Dec 2016
CSN
Troubleshot Cisco Switches, KG-175 encryption equipment, VOIP phones and various test equipment in support of the Korea Battle Simulation Center during joint theater-level training exercises
Network Assurance Watch Officer Nov 2013–Dec 2014
ManTech International Corporation
Monitor security and the health and welfare of DISA-managed sensors utilizing Government-furnished monitoring tools in addition to identifying, reporting and supporting the restoration of alarm conditions IAW Standard Operating Procedures
Provides 24x7x365 support to DCC/DSE for Network Assurance Watch tasks
Produce incoming/outgoing communications to include voice (secure/unsecure) and electronic message traffic over NIPRNET, SIPRNET and JWICS networks
Assists the DCC to coordinate NetOps events to include incident handling, communications, documentation, video teleconferences and tasking’s within the DCC and external organizations using DCC Tactics, Techniques and Procedures (TTP)
Dynamic Network Defense Duty Officer Mar 2012 – Nov 2013
Sim-G Technologies / Secure Mission Solutions
Responsible for incident handling/triage, analysis and trends regarding anti-virus support queries, malware queries and security vulnerability information dissemination
Provided critical information for evidence of unauthorized or malicious activity and attack prior to immediate notification of relevant personnel and organizations
Analyzed requirements to determine and ensure the proper and timely distribution, availability and access to Current Operations knowledge and sensitive information
Senior Security Analyst Aug 2010 – Mar 2012
Sim-G Technologies / Secure Mission Solutions
Provided briefs to the Department of Defense (DoD) Intelligence Community, senior leaders in the Joint Staff and USSTRATCOM regarding concerns relating to Information Assurance Vulnerability Advisory (IAVA) Compliance throughout CC/S/As
Performed in-depth analysis of compliance to determine potential threats to DoD systems relating to non-compliance with IAVA notices
Managed compliance and reporting activities of all CC/S/As via Vulnerability Management Systems (VMS)
Responsible for risk analysis and evaluation for Plans of Action and Milestones (POA&M) provided by CC/S/As to determine operational impact on the Global Information Grid and ensure mitigations were viable in risk reductions prior to introducing secure work-arounds until patches were available and promptly applied
Coordinated with the Joint Computer Emergency Response Team (CERT) Database (JCS) threat information to identify incidents and exploits occurring as a result of CC/S/As failure to implement Information Assurance Vulnerability Management (IAVM) directions and guidance
Oversaw IAVM compliance reporting to facilitate and coordinate dialogue between the USCYBERCOM and the DoD Intelligence Community
Linux System Administrator Nov 2009 – Jan 2011
Edge Technical Services
Maintained seamless TAC system troubleshooting for operations of hardware, firmware and operating systems to include on-site server maintenance for multiple locations
Provided critical 24/7 client technical support responding to customer inquiries
Network Engineer May 2009 – Dec 2009
Network Security Engineer Aug 2008 – May 2009
Computer Science Corporation
Configured and tested solutions for workstations, servers, thick-net/thin-net clients, switches and routers in a Windows/Linux environment prior to network deployment
Maintained and troubleshot Defense Intelligence Agency’s (DIA) Patch Repository Server via uploading of antivirus patches and Metadata from secure DISA servers
Created guidelines/procedures for maintenance and troubleshooting of DIA Servers
Desktop Support Specialist Feb 2006 – May 2009
Network Telecom Technician / WAN Integration Specialist Various Positions
Computer Science Corporation
Utilized Remedy Applications Software to open, track and close trouble tickets
Provided detailed information on critical trouble tickets for immediate resolution
Demonstrated hands-on experience utilizing on-line Network Systems to include Integrated System Digital Network (ISDN), ATM and Black Packet Switching management with a Matrix Switch
Operated and interpreted complex data/voice communications test equipment using analyzers, oscilloscopes, bit-error rate testers, analog and common voltage, current, frequency meters and counters
Responsible for Power Hub baseline configuration and ATM switch configuration using KG-84, kg-94, Fast lane and utilizing Netviz to document network drawings of various Marconi equipment including NSX-9500 and ES-3810
Education / Training
B.S., Information Assurance and Security, University of Phoenix ~ Anticipated Dec 2023
Juniper Networks – JUNOS Bootcamp/Netscreen/SSG Firewalls (CJFV) 2009
IEC Operations & Sustainment Release 6.1 (Full Class Training) 2008
Nortel Networks – OC-12/OC-48-Accessnode-oc-192 Slat Overview 2001
Optical P-378 / Broadband Basic Installations 2000
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