Support Specialist Customer Service

Don Smith Jr.

Orange County, CA 562-***-**** **********@*******.***

Active Secret Clearance

Certifications

• Microsoft Certified Professional (MCP)

• Microsoft Certified Technology Specialist (MCTS)

• Network+

• Security+

• ITIL Foundations v3

• Windows 10

• Windows 7

• SpectraLink

• KIV7-H Crypto

• Completed A+ class and studying for certification

Education

• Cerritos College – Cerritos, CA, AA Degree (in progress)

• Unitek Education – Fremont, CA

• Institute of Network Technology (INT) – Signal Hill, CA

• Fullerton College – Fullerton, CA

• Long Beach Reserve Unit, US Army – Fort Sill, OK

Work History

Senior Desktop Support Specialist 08/2022 – PRES

Calence

• Provided Tier I-II desktop and network support for more than 1000 end-users

• Managed Active Directory and Exchange servers, created accounts, OUs, and managed access and permissions

• Managed Windows and Mail Server for NIPR SIPR administration

• Used Remedy ticketing to support end-user software and hardware issues

Computer Systems Analyst 01/2018 – 08/2022

Obsidian Global, LLC

• Supported Department of Defense and USARC SIS Milvets aboard Joint Forces Military Base Los Alamitos

• Set-up, configured, and installed software updates and approved images and fielding of new systems and equipment

• Completed quality checks and functionality tests

• Processed requests for issue of new systems upon unit level data migration

• Provided units disposition for displaced legacy systems

• Utilized LOGSA, LIW, GCSS-A and USAFMSA website to validate data

• Provided client system, hardware, and software technical support, and upgraded all customers within USARC, to include GCSS-A DODACC

• Assisted with maintaining hardware as needed to support client infrastructure and USARC software

• Maintained knowledge base and technical training bulletins, including fielding documents for all hardware

• Supported CAISI, AFMIS, VSAT ISSO, GETAC Tablets

• Ensured help desk tickets were resolved and contained sufficient and correct verbiage and appropriate documentation, including training bulletins, workarounds, and End User's Manual Plus (EUM+) links

Network Consultant and Support Engineer 10/2016 – 10/2017

Xonicwave

• Supported Ford Dealer Support and provided customer service using Dealer Built and Lightyear

• Provided desktop and server support

• Supported VERITAS backup exec and Autotask

• Administered Office 365 certificates

• Supported over 35 Companies daily

• Administrated Webroot, and managed SonicWall VPN and troubleshot issues

• Supported Team Viewer, administrated Mitel Phone and Ring Central

• Managed Proofpoint Mail filter, and OAISY and Blue Violet

IT Pro III 08/2016 – 09/2016

BriteCity

• Provided daily client and customer service support for workstations and peripherals

• Troubleshot and analyzed issues both onsite and remotely via phone, email, and remote-control connections

• Setup and configured desktops, laptops, and servers

• Created documentation and specific procedures to help clients with repetitive tasks and for internal use by others

• Monitored assigned service calls to ensure timely response to clients

• Managed short duration projects

Field Technician 02/2015 – 08/2016

Von Technologies

• Served as the IT point of contact and managed new office setups and expansions

• Relocated and installed voice and data communications solutions, and LAN and PC equipment

• Managed local IT vendor, contacts, and outsourcing

• Performed appropriate duties associated with division and TIS project-based activities

• Provided backup for other TIS Operations Managers in the region

• Identified, developed, and communicated new technology standards and best practices

• Monitored data backups in offices to ensure that they are completed on a regular basis

Senior Field Technician, IT Specialist, & Desktop Support 10/2006 – 11/2014

BAE Systems IT Herndon, VA

• Supported over 400 users for the Department of Defense, Defense Logistics Agency

• Provided site-to-site support and traveled state-to-state supporting military installations

• Provided User Technical Support & Training and was point of contact for customer service

• Hardware Support (Workstation's, LAN Equip, and Server's)

• Supported, tested, and installed software

• Maintained systems, and supported NIPRNet and SIPRNet servers

• Managed disaster recovery and tape backups

• Provided field office support of workstations, network equipment, and peripherals

• Supported telecom, PBX boxes, cell phones, and Wireless PC CARDS, VoIP, and Cisco

• Managed Citrix and VPN

• Supported Hub Site Circuit and coordinated the movement of SP Circuits with DISA and NEMO

• Provided hardware support of CISCO routers, switches, and cables

• Supported, planned, and maintained ETN circuits

• Patched and scanned workstations and servers

• Manage COMSEC materials and supported COOP

13C, Field Artillery, Firefinder Radar Operator 10/1985 – 10/1993

US Army Ft. Sill, OK

• Organized and managed assets of moving, housing, and supplying troops and equipment

• Operated Advanced Field Artillery Tactical Data Systems (AFATDS) for both cannon and multiple launch rocket systems (MLRS)

• Played a critical role in the safe, accurate, and lethal delivery of both cannon and MLRS systems on enemy targets

• Assisted in any detection of enemy forces and alert Army units

• Used, maintained, repaired, and moved Firefinder, a highly sensitive radar, and other detection equipment

• Maintained and repaired Firefinder Radar equipment

• Supported motor pool operations and equipment standards of operations

• Exposed to GCSS-Army

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