KENNIE WISHAM

San Diego CA

Phone: 760-***-****

E-mail: adwp2f@r.postjobfree.com

Objective: Support Analyst

Employment History

QBASE / TYTO LLC Defense Acquisition University / April 2020 to April 2023

Helpdesk Support Tier2

Support Enterprise 1000 users.

Image Computer (Dell Laptops) software/hardware & BIOS updates and Windows migration KACE agent Active DoD Security Clearance. Troubleshoot

hardware/software issues as needed to resolve.

Office 2016/365 Windows, VPN, Global Protect, AnyConnect. Citrix

Active Directory manage and setup objects, accounts and privilege, pw reset, group policies.

Service NOW ticket system to resolve user/customer issue

Remote to user system using Bomgar remote tool, and script.

User issues communicated via face to face, email, phone and Teams Chat, OKTA.

Monitor calls using Jabber/Finesse tools

Maintain VTC systems and support user/instructors in classroom presentations large multiple TV screens multiple projectors conference type and virtual classes. VLT, ILT, Office suites.

Inventory company IT gear.

Diligently and consistently follow departmental and organizational policies and procedures

Implement projects as assigned. Provide status reports and problem summaries

Respond to emergency system outages as required

Maintain Standard Operating Procedures for all relevant processes and technologies

Optimal Defense Solutions/Naval Post Grad School (NPS). IT Consultant 07/05/2019 – April 2020

Helpdesk Support – Computer (Dell) software/hardware updates and Windows 10 migration. Troubleshoot hardware/software issues as needed to resolve. Office 2016/365 /Win 7&10

Server maintenance, maintaining data closet and network system. ISP twin (T1) ISDN piggyback lines for backbone, monitor SonicWall.

Server Windows 2012 Admin, Active Directory setup groups, new user accounts and privilege, pw reset, PC inventory and setup email accounts in AD.

Maintain POE WAP for staff and classroom students for VTC operations.

User issues communicated via face to face, email, phone.

Maintain VTC systems for classroom setup large multiple TV screens conference type.

Diligently and consistently follow departmental and organizational policies and procedures

Implement projects as assigned. Provide status reports and problem summaries

Respond to emergency system outages as required

Maintain Standard Operating Procedures for all relevant processes and technologies

ASAPComputer Services. IT Consultant 2004 - 2013

Computer repair – hardware, software and system maintenance for local businesses and churches.

Windows network design, installation configuration of wireless network (WAP) and security, CISCO routing, remote access and configuration. Setup, design, purchase and install VOIP/POE and office peripherals. Email management, Webpage Management. Remote Access, Phone and email Support.

IT issues including computer hardware, software upgrades and patches, networking, wireless devices, multiple functional printers, system security, training, and audio/video.

Update necessary security and anti-virus software, firewall, backup drives, and software upgrades. Manage T3 XO, Inad LAN with user stations, WAP, hubs and POE switch with VOIP.

Remote assist using; Gotomypc, Logmein, Teamviewer, Bomgar and other. Edit audio message using software, compressing files, uploading files to FTP server and updating website as needed. Oversee A/V needs for a large lecture hall using multiple projectors environment, video switcher, recording software (Pro Tools, Pro Presenter) and mixing sound system.

Train personal as needed. Prepare and give lectures. Designed, configured and installed multiple camera security surveillance system (CCTV).

Project Manager Responsible for the design, installation and procurement of computers, system networks (VOIP, POE), and construction for systems, plus A/V. Ability to manage complex work routines for communications/data /audio/video and lighting for new building project. Experienced team builder with responsibility for R&D, design of Ethernet base surveillance system installation (CCTV), design and installation of networks, and AV systems (multi projectors, environmental projection.

Mphasis/DJO/IDC Tech IT Migration Team Support 12/2018

A short term contract. Imaged new Dell desktops and laptops computers from Win7 toWin10. And Office 365 Installed all updates including browsers tool OKTA for company portals.

Setup user desktop, Outlook email account and set default apps, install Heat protection.

Deploy computers per user as needed and transfer backup files using Laplink/PCmover. Installed network printers and troubleshoot printer issues using Bomgar remote tools

Troubleshoot network connectivity issues TCP/IP, DHCP and DNS and reply with user/vendors as needed.

CoorsTek Inc Desktop Support Analyst 03/2013 - 11/2018

Completed Windows refresh migration from 7 to 10 systems and Office 365/2016. (100 PC’s)

Responsible for supporting 100+ local and remote users, using TechExcel open ticket system, email, phones and remote, face to face support using AD/SCCM.

Support includes reimage Win7 PC’s, setup and deployment of newly Win10 imaged PC’s (Dell & HP) and peripherals; printers, HP 42 Plotter, SR232 to USB interface, scales, barcode readers other devices for plant engineers and CNC machining support. Troubleshoot MS software and hardware issues, diagnose, identify, isolate and analyze computer problems utilizing department protocols, database records and experience. MS Lync, Skype for Business, SFB.

Support Network Engineers with LAN/WAN server and populating data racks as needed. Install and support third party software, Office package and updates using SCCM, Active Directory, MFG.PRO, QAD and Citrix, Solidworks, Cad, and VPN. Dell & HP PC’s Win7/10/Office 365/2016 Pro. Kaspersky and Sophos protection. Support A/V equipment, iphone, Android apps such as Skype, MS OneDrive and Outlook, email setup and PW reset. Map network drives & peripherals with little-to-no supervision. Methodologies include using remote assistance, troubleshooting issues at tier 3, and working with team members to resolve issues.

Five-years experience in industry laboratory, in system or application support, clean rooms and related industrial areas. Create procedures and protocols and edit publications as needed. Contact local vendors, contract bids and assist with new work installs as needed (i.e., trenching new plumbing for Cat6, and fiber runs and populate new network cabinet locations. Function as only onsite IT support for 80 workstations and 100 users at Vista, CA location in 3 different buildings.

Intelesis Technologies Corp. IT Specialist 2002-2003

Installed and maintained sophisticated surveillance systems (IDS) for the Naval Criminal Investigative Service (NCIS,) Department of Homeland Security (DHS.) The Waterside Security Systems (WSS) use high-quality color cameras, short and long-range thermal imagers, high-resolution radars, sonar equipment, microwave radios, digital switches, pc’s (Win2000), routed network systems, and video encoders/decoders. Assisted vendor engineers with troubleshooting system component design, order, and create “as-built” and “redlined” system documentation. Assisted in site-specific installation, R&D, design layouts (San Diego Port Commission), custom fixtures, and procured necessary materials, and tools. The WSS project is now presented in more detail on the Intelesis website ( http://www.intelesistech.com/ncis.html )

Sutherland Group Senior Support Tech/Internship 2001-2002

Gateway Computer: As the Senior Support Tech, developed the ability to multi-task, populating a lessons- learned database recording all communications and updating tickets with comprehensive troubleshooting methods used to resolve customer desktop and laptop support. Installed software and hardware devices for customers over the phone providing detailed step-by-step instructions. Provided troubleshooting for computer problems resulting in conclusions leading to resolution of the problem. Ordered parts, installed new hardware such as motherboards, hard drives, pcie cards, power supplies, printers, scanners and software. Based on my knowledge of computer software and hardware, recommended computer upgrades. Additionally trained in Laptop and docking station repair and have experience with Siebel and Remedy helpdesk tools.

Comcast: Tech Support 2000/2001

Provided customer service trouble desk support with broadband connectivity issues, dealing with TCP/IP suite, Ping, Tracert, VPN, data cable, DHCP, DNS, NMS Modems, Routers, Hubs, Dial-up and Ethernet pci cards. Assisted customers with email account setup in Outlook Express and Internet browser configuration and password reset. This position required ability to multi-task, populating a lessons-learned database recording all communications and updating tickets with clear comprehensive troubleshooting methods used to resolve customer desktop and laptop computer issues. Using Siebel and Remedy helpdesk tools with over 50 tickets per day.

NADEPT North Island Naval Air Station Aircraft Structural Technician 1980-1999

Worked side by side with aeronautical engineers designing and modifying high tech aircraft. With the use of blueprints and specialized tools, installed aircraft structure modifications on the following military aircrafts: F-4, F-14, F-18, H-46, S3-A Viking, E-2 Hawkeye, C-2 Greyhound. Instructing employees airframe mod changes.

Non-destructive Metal Inspector: Certified in Dye-penetrate, Magnetic Particle and X-ray.

Assistant Safety Investigator: Investigated, reported and logged industrial accidents.

Supply Engineer Assistant: Assisted staff engineers in collecting data and set-up disbursement of excess components (savings $15 million). Designed and setup comprehensive Tool Program for the E-2/C-2 Hawkeye aircraft program. Teach Supervisors and staff the use of Windows Office software.

UNITED STATES NAVY Aircraft Structure Mechanic 1975-1979

NTC/RCT. Recruit trainer/Drill Instructor D.I.

Aviation School.

Naval Air station North Island. Structure Mechanic S3A Viking Squadron VI-21 (ASW).

Naval Air Station North Island (AIMD) Aircraft Intermediate Maintenance Department Repair Facility.

USS Constellation CV64. (AIMD) Structure Mechanic, Non-destructive metal inspector.

PC Skills:

Hardware: Wireless device support, WAP access points, etc., Client Server support. LAN/WAN, POE+familiarity

Software: MS Office 365/2016 for Business Apps and Mobil Apps, AutoCAD, SolidWorks, Citrix

Networking: Design installation and terminating Ethernet cabling. Populating Network Racks for data closets, UPS battery backup systems. Populating and installing network cabinets and needed hardware

Operating Systems: DOS-and Windows-based operating systems (MS-DOS, Windows 3.1, 95 & 98, NT 4.0, 2000, XP, Vista, Windows7/8/10

Certifications: A+ / Net+ / CCNA class / Currently MS Security+ class.

Misc. systems:

Remedy, Siebel, TechExcel open ticket system, email (Outlook), phone, SCCM and AD Groups remote ass

EDUCATION

Training Directions IT College, San Diego, CA, 3-year college study course in Computer Science (Comptia A+/Net+/CCNA)

Mesa Community College, San Diego, CA General Studies.

Miramar Community College, San Diego, CA Aviation Technology.

Horizon Bible College. Biblical Studies

Azusa Pacific University, Biblical Studies

NAS North Island Blue Prints.

SCROC Basic Electronics

Personal qualifications & special recognitions:

U.S. Navy - Meritorious Commendation

Civil Service: Performance & Cost-Effectiveness Awards

References:

George Altson Cubic Engineer 858-***-****

Sharon Murphy The Center for Change 760-***-****

Beach Chapel Church: Pastor Micah & Pamela Burns 760-***-****

Jake May Realtors - 619-***-****

In Psych Center - Rachael Stracka - 760-***-****

Intelesis Technologies - Rob Jenks 858-***-****

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