Computer Consultant Customer Support

TAVON A. HUGHES

***** ****** ****** ***** **** Jacksonville, FL 32218

PHONE 618-***-**** • E-MAIL **************@***.***

SUMMARY OF QUALIFICATIONS

Over 10 years of experience in the IT industry managing, designing, installing, operating, and maintaining, various sized Local and Wide Area Networks

WORK EXPERIENCE

October 2021 – August 2022 Insight Global Sr. IT Specialist NAVFAC Jacksonville, FL

Field Services desktop support of 11,000 NAVFAC users for the Southeast region at NAS JAXS.

Administered and updated Active Directory user accounts in Windows 10 environment.

Installed department specific Engineering software applications as well as Microsoft core systems applications using SCCM.

Reimaged and repaired laptops and desktops.

Performed user data backups to Windows server

Updated user CAC card certificates for SSO (Single Sign On) access to the Navy network.

Provided on site and remote user support..

Provided Executive support to the CO for any computer, telecom, or network related issues.

June 2021 – Sept. 2021 Apex Systems Engineer Houston, TX

Field engineer computer, network and user support of 17 Retina Consultants sites in the greater Houston metro area.

Staged new employees computers, department specific applications, and printers.

December 2020 – April 2021 SAIC Field Support Engineer Beaumont, TX

Network and Desktop support of the DOT network infrastructure

Traveled to different sites for network issues and user support

Replaced tapes on SAN devices

Upgraded Cisco phones as part of a SIP conversion

September 2018 – December 2020 Choctaw Defense Services IT Operations Manager Laughlin AFB, TX

Computer and network support of 300 users (Contract and Government) in a Windows 10 environment

Installs hardware and government specific software

Design and manages Choctaw wireless network

Perform updates via Windows Powershell

Orders computer assets (printers, laptops, PC’s, etc..)

Manages employees that support the government and Choctaw network infrastructure

Provides asset management of Choctaw and government assets

Incident management through Remedy ticketing system

Managed virtual environment hosts through VMWare Vcenter

November 2017 – August 2018 Esse Healthcare Field Support Technician St. Louis, MO

Provided local and remote Tier II support of Windows 7 & 10 OS and performs customer support of any network related issues.

Provided field supports to over 500+ physicians, nurse practitioners and users on the Esse network

Image, configure and install PC’s and mange user profiles in AD (Active Directory)

Provided support of Fijitsu scanners and HP laptops and workstations

Installs desktops, laptops, local and network printers, scanners, and card readers

Setup printer servers and managed HP printers

Works assigned tasks from Service Desk ticketing system

Manage and configure mobile devices in the MDM system (Androids, Iphone)

Installs and supported department specific software including Office 365

May 2016 - October 2017 Computer Consultant/Varies Companies St. Louis, MO

Provides support of Windows 7, 8, & 10 OS and performs customer support of any network issues

Image PC’s and mange user profiles in AD (Active Directory)

Supported Dell, HP laptops and workstations, MAC PC’s and IPads

Installed servers, workstations, laptops, and printers

Supported of Windows, Linux, Citrix environments

Supported HP local and network printers

Assisted in setup and support of Office 365

Created and provided incident management in Remedy and ServiceNow

October 2015 – April 2016 Wells Fargo Network Operations Analyst St. Louis, MO

Datacenter support of installs and upgrades into the Wells Fargo datacenter.

Managed vendor and facility access into the datacenter

Perform quality assurance of all install and upgrades of hardware

Perform server installs using Netzoom following defined processes

Create change request using PAC2000 (Remedy) for hardware install, decomms, and upgrades into the datacenter

Reserve ports in Device Pro and setup automated scripts to be run through HPNA

January 2013 - July 2015 BJC IT Systems Analyst St. Louis, MO

Supports hospital paging communication system (Spok/Amcom) infrastructure for paging sent to clinicians, doctors, nurses and other hospital staff

Proactive monitoring and support of Linux servers that house many mission critical business applications

Provides Tier 2 and 3 support to end users for workstation, server or mainframe applications, and hardware.

Experience with monitoring tools Xymon, and Solarwinds

Works ServiceNow tickets daily for issues related to paging failures or system administration

Performs research and analysis on processes, applications, systems and data to identify functional requirements for application owners in the system. Interprets and translates requirements into functional specifications. Develops and executes tests to validate system functionality against specifications.

Assists with upgrades, testing, implementing, maintaining and supporting the applications software.

Update and maintain application knowledge base articles for our user environment

Database administration and configuration of customer profiles

Work directly with the vendor to resolve complex paging application issues

June 2012 - December 2012 Modis/Savvis Operations Analyst St. Louis, MO

Proactive monitor and troubleshoot circuits, applications and SavvisDirect cloud hosting infrastructure through the use Netcool, vSphere (VMware), NetApp, Parallels, and Zabbix dashboard

Experience with the Linux RedHat operating system in supporting customers in the cloud hosting environment

Performed configuration on HP DL360 blade servers for implementation on the network

Developed Standard Operating Procedures (SOPs)for implementation of a cloud solution and a point of reference in troubleshooting any infrastructure issues

Escalated issues to Tier 2 and Tier 3 support through the Remedy ticketing system

Development of ITIL policies, procedures, and documentation for the implementation of a Cloud solution

Created SOPs for the use and support of AppLogic, NetCool/SEV-1, and Parallels event monitoring tools.

Support of AppLogic and Parallels HP servers, AppLogic infrastructure and Parallels PBA billing system.

Development and implementation of Incident/Problem/Change/Capacity Management.

Development and implementation of a training curriculum and support guides for Tier 1/1.5/2 staff members

February 2012 - May 2012 Modis/Anheuser Busch Infrastructure Analyst St. Louis, MO

Proactive monitoring, troubleshooting of application and network issues on the Anheuser Busch network infrastructure both domestic and international.

HP Server administration

Performed monitoring with HPOV (HP Openview), SCOM, Sitescope, and Nagious.

Created tickets using HP Service Center for any network or application failures.

Coordinated with Tier 3 support to resolve infrastructure outage incidents.

Performed firewall monitoring of VPN connections using Cisco ASDM (Adapative Security Device Manager)

April 2011 - January 2012 Axelon/AT&T Network Engineer St. Louis, MO

Tier one maintenance escalation manager responsible for resolving DS0 to OC192 circuit issues for AT&T business customers.

Troubleshoot T1.5 services using CTP (Central Test Platform) and isolated faults and errors on a daily basis on the telecommunications devices and referred tickets externally using (GRETA) to the Local Exchange Carrier (LEC).

Used BMP (Business Management Practice) to create, update, and close tickets as customer issues were resolved.

June 2010 - Jan 2011 CSC/The Boeing Company Systems Administrator St. Louis, MO

Proactive monitoring and troubleshooting application and network issues of the Boeing network infrastructure (domestic and international)

Utilize Boeing specific network and research tools such as CMI (Netcool), HP OpenView, SNAP, OVO, HP Service Manager, BARS (Remedy)

Perform symptom analysis, configuration overview and resolved complex network issues on Cisco Enterprise 65XX, 32XX switches, hubs, and routers

Worked directly with network engineers, designers, developers, and SA's on resolution of complex network and application issues

Administered and provided troubleshooting of the VOIP infrastructure

Worked circuit issues that experience failure or intermittent errors through various vendors (AT&T, Comcast, Sprint, Qwest, etc.)

Performed clustering concepts, backup solutions, patching, system security standards in Windows and Unix environment

Performed monitoring, troubleshooting, and suspension of mission critical applications using Mercury Business Availability Center (BAC) on application failures and errors

Managed and routed hundreds of tickets daily in a Tier II environment for IS support groups within the Boeing enterprise

Supported a 7x24 production environment and perform on-call duties on a rotating basis

Mentored new analysts and provided system training

Worked on projects as SME (Subject Matter Expert) for new business into the company

Troubleshoot, dispatched, and resolved over 1,000 tickets and alarms weekly to our 3rd level network groups

December 2009 - May 2010 Volt/The Boeing Company St. Louis, MO Accounts Payable Analyst

Sorted, verified, and distributed incoming regular and electronic mail that comes into Accounts Payable

Queried Accounting systems databases (NWP, IBI) to verify invoices before sending them to processors for payment

February 2006 - April 2009 The Boeing Company Infrastructure Generalist – ITOC St. Louis, MO

Monitored, troubleshoot network infrastructure applications, network problems for domestic and global customers

Utilize Boeing specific Network and Research tools such as CMI (Netcool), HP OpenView, SNAP, OVO, HP Service Manager, BARS (Remedy)

Perform symptom analysis, configuration overview and resolved complex network issues on Cisco Enterprise 65XX, 32XX switches, hubs, and routers

Work directly with network engineers, designers, developers, and SA's on resolution of complex network and application issues

Perform monitoring and suspension of mission critical applications using Business Availability Center (BAC) on application failures and errors

Support a 7x24x365 production environment and perform on-call duties on a rotating basis

Administered and provided troubleshooting of the VOIP infrastructure

Mentor new analysts and provided system training

Worked on projects as SME (Subject Matter Expert) for new business into the company

Troubleshoot, dispatched, and resolved over 1,000 tickets and alarms weekly to our 3rd level network groups

Jun. 2002 - Feb. 2006 The Boeing Company St. Louis, MO Finance Support Specialist

Troubleshoot errors with the Travel Manager software (EBC) in order to effectively document travel changes

Performed call center duties in answering Boeing travelers and OA (Office Administrators) questions regarding system issues and document structure to ensure data integrity

Reconciled Boeing personnel GE corporate credit card statements to resolve balance disputes

Set-up activations for new users and audited documents.

Trained new employees hired into our department on the EBC system

Complete weekly and monthly metrics for Travel Manager (EBC) Help Desk

Performed bookkeeping activities for the collection, processing, recording financial records

Headed a project for a new interface for the travel expense software (EBC) for Boeing business travelers. Performed regression testing for system upgrades

EDUCATION

Associates Degree in Computer Programming/Network Management from Vatterott College - June 1998

Bachelor's degree in Business Management from Webster University - May 2014

Comptia A+, Net +, Security + and MCP Certifications

Secret & Public Trust clearance

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