Customer Service Support Engineer

JOSEPH JIMENEZ / 904-***-**** / ******@*****.***

Currently a dedicated and customer oriented Network Tech Controller working for Leidos and former Cloud Support Engineer working for Microsoft, INSCOM IT Generalist, White House Communications Agency (WHCA) IT Helpdesk Analyst and Radio Frequency Transmissions Systems Technician, with experience in communications security (COMSEC) and radio theory/operation. Looking to provide leadership and work ethic into the cyber security or IT support field. A visionary leader who defines the direction for development and growth, assessment of outcomes, and return on investment.

EDUCATION

RF Transmissions Systems Technical School, 48 Credit hours, 2015

Airman Leadership School, 8 credits, 2020

B.S. Health Science, University of North Florida, 2014

Current Cloud Computing Student, Western Governor’s University, started March 2023

CERTIFICATIONS & SKILLS

Active Top Secret/SCI Security Clearance

AWS Certified Cloud Practitioner, Dec 2022

CompTIA Security+ Certification, Nov 2020

CompTIA A+ Core 1 Certification, April 2023

Cribl Certified Observability Engineer-User, July 2023

WORK EXPERIENCE

Network Tech Controller, Leidos, 30 Aug 2022-present

Monitors performance of DOD Circuits/Networks

Coordinates their configuration, operation, restoration, and service improvements.

Analyzes their capabilities and performance, identifies problems, and takes corrective action.

Directs and makes operational adjustments to circuit equipment

Loads, maintains and secures cryptographic equipment

Develop, test, implement and maintain communications operations contingency, exercise and restoral plans

Performs circuit restoration, fault isolation, quality control testing, trend analysis, performance monitoring, and status reporting

Cloud Support Engineer, Microsoft, 8 March 2022-30 Aug 2022

Responds to incident tickets in a 24x7 Microsoft Azure operational environment to meet SLA objectives.

Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.

Reviews system logs to identify and mitigate system issues.

Leverage knowledge base to help troubleshoot, identify and resolve systems issues.

Update knowledge base troubleshooting guides and lessons learned as required.

Document incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.

Document system issues resulting in system outages and coordinate change though change management process.

Support collaboration across operations, development teams and external partners.

Support “tiger team” calls to streamline knowledge sharing and timely resolution of system issues.

Monitor solution performance according to client specification and SLAs, escalate as needed.

Junior Network Engineer, CDW, 10 January 2022 – 7 March 2022

Assist with installation of network cabling to enable connections between devices within the data center and at end-user devices

Assist with the installation, imaging, and troubleshooting of PC hardware on the network

Support the installation, basic configuration, and troubleshooting of various networking components such as Cisco switches and routers, firewalls, Dell servers, and NetApp storage

IT Service Desk Analyst, General Dynamics, 28 June 2021 – 10 January 2022

Provide program support as a Tier 1.5 Service Desk Technician

Provide excellent customer service and quick resolution of technical issues for customer via, chat, email, and shoulder tap.

Support Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPads, and associated peripherals.

Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.

Support Microsoft Office 365 and Active Directory products

Use ServiceNow to document solutions clearly and accurately so that resolutions are pushed to the lowest level.

Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are promptly completed.

Documents and tracks customer incidents and requests via ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable

Configures and installs desktop and laptop computers following standard procedures, isolates and resolves issues with individual workstations, answers user questions about hardware and software, and completes special projects and assignments.

Andrews Network Control Station Shift Supervisor, Joint Base Andrews, March 2016- 6 July 2021 (separation)

Radio operator for the High Frequency Global communications System (HFGCS) capabilities in support of POTUS, VPOTUS, SECDEF, and other distinguished visitors.

Delivered reliable communication support to DOD aircraft, vessels, and ground forces.

Operated 13 HFGCS sites worldwide values at more than $450 million through remote operation high take-off, low take-off, and rotatable log periodic antennas

Performed daily records keeping for the entire shift of all on duty activity

Worked with DISA in conjunction with other government agencies on the scheduling of maintenance on HF communication sites

COMSEC Responsible Officer, Joint Base Andrews, November 2018-August 2019

Maintained/provided annual training for 3 Squadrons/140 Communication Service Officers, Flight Engineers, Intel & Airfield Management

Enforced DoD, NSA, Air Force and Air Mobility Command information security directives/policies for Top Secret/Secret cryptographic devices and systems

Dictated deployment of Wing COMSEC measures; ensures crypto kits are processed & available for Top 5 Senior Execs

Restructured Two Person Integrity (TPI) turn-in procedures; consolidated 3K crypto keys/10 SKLs in GSA safe

Radio Frequency Apprentice (3D1X3), Keesler AFB, MS, September 2015 - March 2016

Educated on different tactical radios, satellite communications, LMRS

Educated in information technology fundamental courses learning to operate and safely handle anything electronic or computer based

Basic knowledge in troubleshooting common routers, switches, and modems

General understanding of IPv4/IPv6, ports, and network topology

Proficient in Radio Frequency Theory

Contact this candidate