Training Technician Service Agent

Charles Smith

*** ********** *****

Virginia Beach, VA 23453

757-***-**** (cell)

aduki0@r.postjobfree.com

Objective: Seeking a rewarding and challenging position and opportunity to work as a Commercial Motor Vehicle Driver

· Over 20 years experience in Telecommunications including 10 years of information Technology (IT) experience (satellite, landlines, modems, multiplexes, hardware, software etc.) · Navy Enlisted Codes: Computer Based Training Technician (2306), Strategic SHF SATCOM Systems/DSCS Operator (2363), Certified Instructor (9502), and SATCOM Operator (2361)

· Experienced at installing, operating, and configuring software on MS Windows 2000 Server/Client, MS Windows NT Server v4.0, MS Exchange Server v5.5/DMS Server and MS outlook/DMS Client; operating and maintaining a HP-715 Computer System/HP 9000 workstations utilizing HP-UX v10.20; exposure to HP Enterprise View, Remedy Action Request System (ARS) and Oracle DBMS/Browser Microsoft Exchange Server, Lotus Domino Server, Lotus Notes, Management Workstation (MWS), Directory Service Agent (DSA), Administrative Directory User Agent (ADUA), Local Message Transfer Agent (LMTA), Mail List Agent (MLA), Profile User Agent (PUA), LDAP, x400 and x500 protocol, and Defense Message Dissemination System (DMDS).

· Detail-oriented Information Technology Technician/Manager who is able to troubleshoot complex technical problems in a wide variety of communications systems.

· Articulate communicator who conveys technical concepts in clear terms

· Proven ability to contribute to the analysis of functional and technical requirements, formulation of technical and procedural solutions, and validation and implementation of systems or system improvements.

CLEARANCE: Active Security Clearance

EMPLOYMENT HISTORY:

Department of Defenssse (IT Specialisst) Mar2008-Jul2022

- Held various Classified Positions

EDS (Sub-Contractor of Skill Storm) Sep2006-May2007

NMCI Helpdesk Analyst Support Agent, Norfolk, VA

-Provides hardware/software support for more than 850,000 Navy, Marine Corp and affiliated government civilian customers who utilizes the Navy and Marine Core Intranet (NMCI) for their email services

-Validates customer personal information before providing support via their Personal Identification Number (PIN)

-Reset customer passwords using Active Directory /Unlock Tool as requested after verification

-Assists customer with setting up their Common Access Cards (CAC), as needed, whether by remote into users computers or talking them through the process over the phone

-Utilizing Active Directory (AD), validates intranet customer location and what Domain/Domain controller they are on. This enables the customer to be more readily assisted.

-Administer the Remedy Ticket tracking application to document customer’s issues.

-Escalates users to higher Tier Levels as needed ensuring that customer is getting the support he or she expects. Trained to never let a customer hang up without ensuring they are satisfied.

-Remotes into customers computers to assist them with; setting up their Outlook, and any other application they may be experiencing problems with also verifies their certifications as requested.

Self-Employed Consultant on various employment types and issues

Apr2005 – Sep2006

Science Applications International Corporation (SAIC) Nov 2004 – Mar2005

Level II DMS/Autodin System Administrator, Pentagon Telecommunications Center

· Administered large scale active-passive cluster with Microsoft

SQL 2000 Enterprise Server, Microsoft Exchange 5.5/2000 Enterprise Server,

Northrup Grumman IT Mailroom 2.0, Engenium Semetric Search application, DMS Outlook, Crystal Report Professional, Sybari Antivirus Antigen, Veritas

Server Net Enterprise Backup software, Northrup Grumman's Decision Agent

Proxy Agent, Northrup Grumman's Communication Gateway System/Multifunctional Interpreter (CGS/MFI), and several Web enabled applications. Administer DMS DCL directory server, Microsoft Exchange Mail Server and Remote Access dial-in Server (RAS).

· Responsible for backing up and restoring organizational systems to the most recently saved configuration.

· Supported thousands of customer log-on accounts.

· Diagnosed message problems, tracked and resolved non-delivery reports, performed message traces, kept systems running 24/7.

· Notified service and agency central help desks of those customers who cannot receive messages, and track these to closure, ensuring message delivery/redelivery when customer systems are restored.

· Helped operators manage message queues, hold messages for customers who cannot receive messages, and provided alternative delivery of messages as required.

· Notified the ITA NSMC Help Desk for any network-related problems.

· Maintained a master station log of activities and problems.

· Performed periodic database cleanup and system administration and set up new customer services.

Bazon-Cox and Associates June 2004 - Oct 2004

Technician II, NMCI Telecommunications Cable Installer, Virginia Beach, VA

· Conducted site survey to obtain data on the project

· Reviewed drawings, administrative documentation, and other data that relates to the project

· Pulled cables through ducts, re-insulates or replaces worn cables and wires, splices overheard, underground, or submarine multiple-conductor cables used in telephone communication

· Cleaned, tins, and splices corresponding conductors by twisting ends together or by joining ends with metal clips and soldering each connection

· Tested cables to determine incorrect connections, splices, etc

Gromelski and Associates Oct 2000-Feb 2001

Sub-Contracted DMS End User Instructor, Lockheed Martin, Manassas, VA

· Utilized the DMS user agents, instructed more than 200 military and civilian personnel working within the DoD on the DMS infrastructure, its functionality, and how to troubleshoot the system at the end user level resulting in more DoD personnel understanding of 21st century technology

· Installed new software and computer equipment on more than (15) User agents and (15) Servers while upgrading the school classroom to the Windows 2000 environment

ATEC Aug 2000-Sep 2000

Defense Message System (DMS) Network Equipment Installer, Bealton, Va

· Installed, tested, and briefed more than 100 DoD users on the operation and functionality of DMS User Agent equipment at various military commands and Defense agencies throughout the Eastern United States also provided technical support at DMS customer site during deployment of system.

NCTAMS LANT Jun 1998-Jun 2000

Senior DMS Technical Analyst/Manager, Norfolk, VA

· Selectively chosen to be the FIRST manager to manage the $100 million+ DMS Network System for the Atlantic Region, tracked and recorded all software upgrades and installations of components, consolidated information, then submitted results to higher authority

· Managed 100+ personnel (92 military and 11 civilians) assigned to the message service division at Naval Computer Telecommunications Area Master Station, Norfolk, VA

· Managed DMS database for Navy DMS participants on lesson learned

· Served as spokesperson at all DMS meetings, gathering all required information on problems and concerns from users and provided operational analysis and functional, guidance on various DMS issues, then established a plan of action needed to solve

· Served as Point of Contact for all government engineering firms, coordinated the installation, alterations, and repairs of the DMS, ensuring specifications and deadlines were me

· Spearheaded the migration of the DMS from Windows NT environment to Windows 2000 upgrade

Various Naval ships, shore and overseas commands Jun 1980-Jun 2000

Telecommunications system operator and supervisor

· Provided hardware and software support to multimedia automated information system (AIS) to include: mainframes, mini, and microcomputers, Local Area Networks (LAN’s), Wide Area Networks (WAN’s), and telecommunications

· Transmitted, received, and processed all forms of telecommunications using state-of-the art multimedia technology such as fiber optics, digital microwave, and tactical and commercial satellites on a global basis

· Operated, managed, and controlled telecommunication transmissions, computer networks, terminal, and processing equipment

· Applied diagnostic and rest oral techniques utilizing knowledge of electronic and operational system theory

· Advised on capabilities, limitations, and condition of equipment

· Implemented production control procedures including input/output quality control support

· Performed assigned mission organizational level maintenance and repair of Command, Control, Communications, Computer, and Intelligence Systems (C4IS)

· Operated, managed, and monitored all, RF circuits (radios) receivers, transmitters, modems, multiplexes, computer, remote control and message processing systems, interconnecting groups, switching devices and cryptographic equipment used by shipboard, shore, and ground units

· Utilized technical manuals and standard operating procedures, executed troubleshooting steps to complete activation, modification, and deactivation of circuits

· Proficient with frequency division multiplexing (FDM) and low-/high-speed time division multiplexing (TDM) equipment

· Performed loop testing on the IDNX-20/ADNX-48 manually and remotely from the terminal and submitted status reports to DISA

· Coordinated fault isolation and restoration of voice and data circuits with military and commercial facilities. Opened, updated, and closed trouble tickets

· Documented the daily activities and coordinated scheduled outages with customers; used alternate routes of connectivity, if available

· Reviewed work proposals, developed and coordinated schedules, assigned personnel based on skills and ability and, inspect work for compliance with technical manuals and other specifications and ensured that all down time of live circuits were at a minimum to reduce the chances of circuit isolation

· Installed operate, and perform unit maintenance on multi-functional/multi-user information processing systems and peripheral equipment and auxiliary devices

· Modified existing application packages using application and operating system software and appropriate computer language commands and files

· Troubleshoot automation equipment and systems to the degree required for isolation of malfunctions to specific hardware or software

· Operate Satellite Control Center (SCC) systems in support of real-time satellite operations

· Coordinated with the Ground Station (GS) all real-time acquisitions and reacquisition’s as necessary to maintain scheduled telemetry and command operations

EDUCATION AND DEVELOPMENTAL TRAINING:

Earned an IST Associates Degree as a Windows 2000 Network Engineer from Tidewater Community College Aug 2001-May2004

Completed various other College/Military schools and courses (will provide as needed)

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