Helpdesk Technician Technology Specialist
Resume:
Teawine Wineglass Christian
Killeen, TX 76542
*******.*.*********@*****.***
Skills
} Microsoft Certified Technology Specialist: Windows 7, Configuration (Aug 2011)
} Operating Systems: Windows 2000/XP/Vista/7/10; Windows Server 2003/2008/2012 R2
} Applications: Active Directory, Microsoft Exchange Server 2003/2007/2010, MS
Office 2010-13, Microsoft 365 Apps for Enterprise, Putty, Telnet, Symantec
Antivirus, McAfee Antivirus, CISCO Call Manager, SharePoint 2007/2010,
WSUS, SCCM, VMware, CPOF BC 09/10, Microsoft Lync 2013, Cisco
AnyConnect Secure Mobility Client, Avaya one-X Communicator, Win SCP
Remedy Incident Management System, Zoom, Microsoft Teams, JIRA, One
Identity Active Roles, IBM Rational ClearCase
} Networking: Very Small Aperture Terminals (VSATs), WAN, LAN, TCP/IP, Ethernet,
Wireless, SMTP, IMAP
} Hardware: NetApp FAS 2040/2240 ver 7.0, Dell Laptops, MACs, iPhones
Experience
Nov 2022 – Present
4CI/Deloitte – Network Team Desktop Support
●Identification, repair, resolution, and documentation of end user technical issues regarding basic network/desktop/laptop/thin client support, printers, PDAs/tablets/iPhones, switch installation, LAN cable drops and video conference devices. Responsible for all aspects of deskside support in a Windows and Linux environment.
●Break-fix, troubleshoot and resolve software issues. Directly responsible for reimaging computers, backing up and restoring user data and associated systems administration. Setup, troubleshoot and monitor Remote Desktop Access/permissions. Setup, troubleshooting and monitoring of VPN. Software & hardware installations and configuration of Windows PC environment.
●In-depth understanding of DHCP, DNS, IP Addressing, Wireless LAN configuration, Ethernet desktop configuration, Microsoft Operating System installation and configuration, Microsoft Office 365 Apps for Enterprise
●Active Directory management of user/computer accounts, security group creation/management, server/file share administration, share drive permissions
●Manages inventory of 300+ workstations in a remote operational environment. Directly managed the most recent PC Refresh Life Cycle process and deployment of 50+ systems with less than 10 hours of downtime.
Sep 2022 – Nov 2022
Charter Communications – Associate Engineer – Network Operations Center
●Responsible for initial triage, escalation and resolution of network alarms and outages
●Escalate customer-impacting incidents; create and manage bridges to ensure timely resolution of network outages
●Identify, track and escalate network issues via trouble ticketing system to appropriate parties
October 2017 – Oct 2020
Marathon TS, Inc, Denton, TX - IT Helpdesk Technician
●Installation, update and maintenance of Microsoft 365, Performed installation, update and maintenance of Microsoft 365, 3rd Party VPN Apps, Mobile Iron, Network and local printers/scanners.
●Remote support provided via telephone, chat, email to assist employees with setting up mobile hotspots, wireless networks, troubleshooting existing wireless network issues (office and home wifi), VPN program installation and setup, and resolving VPN connectivity issues
●100% Remote IT Helpdesk Support for FEMA during 24x7 disaster relief efforts that require various shift work and demanding fast paced 40+hour work weeks
●Assist survivors with creating online accounts, uploading documentation, troubleshoot and answer questions about product features; escalate application questions to appropriate levels
●Create tickets using Remedy, reset user password/pin, and assist users with computer/tablet/ cellular phone system and browser errors
●Administers remote support for OS, 3rd party software applications, peripheral devices and other hardware, telecommunications equipment, and networking issues for users in the office and while on travel
September 2014 – April 2018
US Army, 1st Cavalry Division, Fort Hood, TX - Sustainment Automation Support Management Officer
●Directly responsible for troubleshooting and maintaining sustainment information systems which provide converged voice, video, and data IP services over satellite networks.
●Designed, installed and maintained over 30 tactical wireless networks for tactical operations
●Responsible for managing the customers GCSS-A system conversion while accurately documenting ticket activity, milestone details, outcomes, and conducting after action review
●Provides responsive technical and functional field level maintenance for the tactical internet/intranet in support of over 400 end users
●Helpdesk Manager to a team of 16 personnel responsible for imaging, installation, maintenance, and update of multiple versions of MS Office platforms, products, printers (desktop and print servers) across Fort Hood Military Installation
August 2012 - August 2014
US Army, 8TH ARMY G6, Seoul, Korea - Signal Systems Support Technician
●Managed a team of 14 help desk employees across two domains and three network classifications in support of local users and off-site personnel
●Deployed, operated, and maintained 20 virtual enterprise servers: 2008 Server R2 Domain Controllers, 2007 and 2010 Microsoft Exchange, Retina, WSUS, File Servers, SharePoint, and other Enterprise Services
●Provided end-user support to multiple LAN/WAN sites during peninsula training exercises; directly responsible for setting up active directory accounts, email services, managing SharePoint permissions, imaging systems, installation of printers and servers and managing helpdesk support teams and tasks.
●Daily responsibilities included servicing over 1000+ Microsoft Operating Systems – receive and respond to ticket requests and incidents submitted via internal ticketing system
●Imaging, system maintenance, software updates, antivirus installation and maintenance, peripheral device approval process and installation, email management, and website maintenance for helpdesk support
Civilian Education
DeVry University
Bachelor of Science in Network & Communications Management (October 2010 - March 2015)
Associates in Network Systems Administration (6 March 2006 - 24 June 2007)
Military Education
Warrant Officer Advanced Course (July 2012, Cyber College, Fort Gordon, GA)
Successfully completed the CISCO Networking Academy Cisco Certified Network Professional (CCNP) course, (ISC)2 Certified Information Systems Security Professional (CISSP) 80-hour course, 40-hour PMI Project Management Course, 40-hour Windows Server 2008 course, 40 hours of Advanced Cisco Security and Advanced Virtualization.
NetApp Data ONTAP 7-Mode Administration (November 2012, Yongsan, Korea)
Personal Summary
●Highly motivated, adaptable professional with over 24 years of Information Technology experience
●Extensive knowledge of network connectivity, applications, hardware, wireless networks, Windows and MAC operating systems
●Outstanding ability to quickly troubleshoot and rectify small- and large-scale network and systems issues
References available upon request
Contact this candidate