Member Team Customer Support

Ron Blaine O’Dell, Jr.

**** ******* ***** 202-***-****

Crofton, MD 21114

advmns@r.postjobfree.com

SUMMARY

Distinguished professional with extensive knowledge of customer service practices, system/network engineering, and project management techniques. I’m seeking a position to enhance my technical and managerial expertise.

SECURITY CLEARANCE

Previous Top Secret Security clearance with access to Sensitive Compartmented Information (SCI) based on an Office of Personnel Management Single Scope Background Investigation (SSBI), completed in May 2009.

Counterintelligence Scope Polygraph (CI) in Oct 2011.

CERTIFICATIONS AND TRAINING

Certified: CompTIA Security +

Certified: CompTIA A+

Attended: CompTIA Network +

Attended: MCTIP: Windows 7 Enterprise Desktop Administrator Boot Camp in 2012

Attended: Interconnecting CISCO Network Devices 1 and 2 in 2011

EDUCATION

Bachelor’s degree, Applied Science-Computer Networks & Cyber Security-University of Maryland Global Campus

Associate’s degree, Information Technology from CCAF

PROFESSIONAL EXPERIENCE

Green Beret Vending, Inc. 2012-2019

Chief Operations Officer/Owner

Responsible for the management and operation of Green Beret Vending, Inc., including all locations, Employees, vehicles, and assets.

US Army Operations Group, Fort Meade MD 2009-2012

Helpdesk Manager, GG-12

Responsible for the management of 5 technicians charged with providing complete customer service support over three network classifications for 300 users at 12 locations.

Conducted customer support performance studies to determine deficiency areas, identify common problems with equipment and software and ensure proper documentation and implementation.

Established image baseline desktop/laptop configuration builds and developed technical solutions for system upgrading and survivability to enhance the organization’s Information Management/Information Technology structure.

Provided technical assistance, guidance, and training to command personnel to ensure mission acquisition needs were met and complied with Federal and DoD standards.

Utilized WhatsUp Gold and Remedy and other enterprise-level solutions to review open trouble tickets, monitor network disruptions, and track service restoration progress.

Developed and maintained current systems architecture; trained the IA Workforce in installing, using, and troubleshooting automation software/hardware.

Tracked the progress of DoD 8570 Baseline and Computing Environment certifications for IAT personnel within the command.

Network Manager, GG-12

Responsible for managing three Network Engineers charged with providing full network support.

Responsible for the day-to-day operations, administration, and management of the command’s internal networks, servers, email, and network security systems. Accountable for the planning, structuring, leading, and executing of complex projects. Responsible for designing, developing, and deploying new network solutions to meet mission requirements.

Conducted network usage analysis, user complaints, and traffic interruptions and developed solutions to improve the network.

Telephone Control Officer: Configured/maintained all cellular equipment, Blackberries, GSM Secure Phones, and Secure Telephone Equipment to include STE, Iridium Satellite Phones Global Rapid Response Information Package (GRRIP) Kits.

Hand Receipt Holder: Responsible for over $2 million worth of hardware/software inventory and tracked inventory within the Army standard asset management database.

Office of the AF Surgeon General (AFSMA), Falls Church, VA 2004-2008

Systems Analyst/IT Manager

Provided technical support for the Air Force Medical Service Knowledge Exchange (Kx) to include web content management, project management, and technological development, resulting in a knowledge management system that supported the Surgeon General of the Air Force. Kx was an enterprise-wide knowledge management system serving intra and internet users worldwide.

Revitalized outdated Kx Help function and maintained help desk functions using Macromedia RoboHelp software, resulting in ease of use with help functions, thus increasing system adoption.

Accomplished trainer: trained new Content Managers and Kx users and served as the point of contact for solving complex Microsoft application problems.

Coached Content Managers and assisted in developing and maintaining web pages on the Kx.

As a computer Workgroup Manager (WGM), I troubleshot and solved PC and network problems for over 100 customers. Provided consulting to other bases and IS shops.

Chosen to provide technical support to the Deputy Air Force Surgeon General and other VIPs, based upon broad skill set and ability to interact with senior staff easily.

Malcolm Grow Medical Center (MGMC), Andrews AFB MD 1998-2004

Non-Commissioned Officer in Charge, Network Engineering

Supervised a five-member team in the administration of Microsoft Windows NT domain and Microsoft Exchange Server 5.5; installed, configured, and maintained five NT Domain Controllers, file and print servers, and 40 application servers; maintained backups for all servers; reviewed the application, security, and system logs.

Supervised and assisted two Network Engineers responsible for configuring and managing all Cisco equipment used on the network.

Administered NT domain by creating user accounts, profiles, security policies, and global user groups.

Administered Norton Antivirus Corporate Edition Server 7.6; ensured current virus definitions on servers and installed 1500 client systems; administered/configured Norton Antivirus for Microsoft Exchange.

Administered Blackberry Enterprise Server and taught senior leaders how to operate it.

Oversaw CITRIX server farm of 6 servers with over 200 thin client device connections; implementing thin client devices in place of desktop computers provided a low-cost alternative to support clinical applications.

Air Force Information Technology Services Consolidation project liaison for MGMC; oversaw all aspects of email server consolidation and change from Windows NT to Windows 2000 domain; services moved from MGMC to Air Mobility Command (AMC) at Scott AFB, IL.

Managed work orders utilizing Remedy Help Desk software.

Non-Commissioned Officer in Charge, Desktop Support

Helpdesk Supervisor/Trainer with Advanced Hardware/Software Integration and troubleshooting skills.

It installed, evaluated, and repaired personal computers and associated peripheral devices used within the medical facility, including 1500 computers, monitors, 400 printers, scanners, and storage devices.

Responded to calls from users reporting problems with hardware/software; documented corrective actions for issues resolved in the Help Desk database; Oversaw completion of over 500 Trouble Calls per month.

Monitored Help Desk by answering incoming calls from hospital personnel regarding hardware and software-related issues; resolved calls via phone, and SMS, and, if unable to correct, directed the call to the next level of support; ensured tickets were created in Help Desk ARS Remedy database for tracking.

Communications Security Officer; Defense Messaging System (DMS) Manager.

Overhauled laptop loaner program, creating an improved tracking process and loaning laptops worth $40,000 to medical personnel as needed; initiated program to periodically refresh operating systems and applications on all laptops to the most current editions available.

Responsible for over $5 million of hardware/software inventory, with no losses.

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