Support Agent Technician

GERSHOM B. REIS

***** ********* *** **, **********, VA 22191

347-***-**** ***********@*****.***

https://www.linkedin.com/in/gershom-reis-038b4b127 PROFESSIONAL SUMMARY

An IT Support Technician and Military Veteran with an active SECRET security clearance and more than four years of proven experience in the United States Army. Accomplished measurable results while leading teams in a dynamic, fast - paced environment in support of global strategic operations. Possesses a comprehensive background in Secure Communications and Technical Support derived from extensive experience as a Communications Supervisor. Managed risk upon multiple lines to safeguard assets, property, and equipment while exceeding the expectations of senior leadership. Possesses extensive knowledge in Troubleshooting, Maintenance and Repair . Priority focused and capable of working autonomously while producing measurable results. Earned two awards for proven performance and professionalism. Career supported by a Bachelor degree in Computer Science.

● Troubleshooting ● Training and Development ● Information Technology

● Secure Communications ● Data Analysis/Processing ● Technical Support

● Client Services ● Information Security ● Repair/Maintenance _

PROFESSIONAL EXPERIENCE

Verizon - Alexandria, Va 2018 - Present

Installing, rearranging, and maintaining inside wiring. Rearranging and reconnecting fiber optic wiring at pole, underground or building terminals. Performing necessary work to connect, disconnect, test, repair and maintain various types of company and customer provided telephones and equipment.

● Resolve, repair and install fiber optics systems and ensure that they work properly

● Examine and replace faulty and old fiber optic cables and also organize scheduled maintenance routines

● Take care of fiber splicing and rectify fiber optic problem areas

● Develop sensor indicators and conduct timely inspections to make sure that faulty fiber optic system does not destabilize its performance

● Execute premises cabling and take care of the underground and underwater cabling requirements

● Keep track of the signal strength of different devices such as television, telephone to provide adequate performance ● Formulate and maintain system records and system designs United States Airforce - Various Locations 2018 - Present Electrician Analyzes equipment operating systems to locate malfunctions. Conducts removal/installation and repair of electrical systems. Utilizes schematics and advanced knowledge of electronic and electrical wiring to diagnose and repair faulty system wirings. Ensures entries to maintenance and inspections records are accurate.

● Provided electrical service for new home construction and commercial properties

● Repaired electrical systems and controls, including lighting, switches, outlets, circuits, generators and motors

● Read blueprints and schematic diagrams, ran wire and conduit, installed new panels and distribution systems, and maintained variable frequency drives

● Performed quality-control troubleshooting and testing; ensured adherence to state and local codes United States Army - Various Locations 2013 – 2018 Communications Supervisor Communication Security Operations Communication specialist and supervisor charged with ensuring the maintenance, upkeep, operational readiness of all organizational vehicles, radios, and associated equipment; ensured land-based high-frequency and satellite communication systems were routinely updated with current encryption/security keys. Conducted routine preventive maintenance checks and services on all department communications equipment.

● Provided Subject Matter Expertise on the deployment and of operation of organizational communication equipment; efforts facilitated communication continuity with minimal disruption to ongoing operations

● Spearheaded efforts to ensure all end-user accounts were equipped with the most current security updates for both classified and non-classified internet use

● Worked closely with local and remote technical support teams, as well as reimaging teams, to track the maintenance, lifecycle and licensing of Microsoft Office Suite and all associated software

● Assisted in identifying capability gaps and the creation of standardized department level training for 80-100 assigned personnel; advised managers and coached associates on proper use, maintenance, and operation of all organizational communication systems

● Maintained maintenance records of functional and non-functional communications equipment; developed systems and processes to track equipment disposition and ensure 100% accountability with no reported loss

● Supervised the installation, employment, maintenance, troubleshooting, integration and interoperability of highly advanced defense network Command and Control (C2) and Situational Awareness systems (JCR / BFT) systems Geek Squad - Glen Allen, VA 2012 – 2013 PC Technician Assisted customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct.

● Performed upgrades, installations and service in the store; ensured rapid turnaround of services performed to maintain high customer satisfaction ratings

● Ran diagnostic tests to determine product needs and service solutions; removed viruses and anomalies; installed firewalls and virus protection; efforts resulted in increased customer confidence in the technical support services provided

● Installed and upgraded Windows Operating system, Microsoft Office, and various other software; ensured all security updates and patches were current, significantly reducing overall security compromise. Virginia State University - Petersburg, VA 2011 – 2013 PC Technician

Served as a campus resident technical support agent for over 5K students and faculty members; troubleshot, diagnosed and administered repairs as required.

● Removed virus and install antivirus Install and upgrade Windows Operating system, Microsoft Office, other system software on students and faculty laptops and PCs

● Worked in Symantec Altiris IT asset management environment; tracked and managed physical, contractual, and financial data associated with IT assets throughout the lifecycle, from receiving to disposal

● Installed/imaged university software on laptops and desktops; lauded by staff for expertise and responsive service EDUCATION

Bachelor of Science in Computer Science ECPI University Associates of Science in Computer Science ECPI University MILITARY EDUCATION

Primary Leadership Development Course Department of Defense Signal Support Systems Specialist Training Department of Defense Command and Control and Situational Awareness Systems Trainer Department of Defense Electrician Systems and Training Course Department of Defense CERTIFICATIONS

IT Security+

AWARDS AND ACCOLADES

Army Commendation Medal

Army Achievement Medal

TECHNICAL SKILLS

Software: Microsoft Office 365, SharePoint

Operating Systems: Mac / Microsoft Windows

SECURITY CLEARANCE

Secret Security Clearance Active

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