Service Representative Customer
Resume:
Gene F. Caldwell
Mililani, Hawaii 96789
Home: 808-***-****
***********@*****.***
Personal Profile
Systems Administrator with twenty years of Information Technology expertise in:
Telecommunications and Information Technology Manager.
●Network Monitoring
●Database management
●Unix server administration
●Windows client/server administration
●Customer service
Systems Experience
●Windows 2000, XP, Vista and Windows 7 and Windows 10
●Windows 2000/2003 Server and Active Directory
●Microsoft Exchange 2003
●Microsoft Office Professional 2003/2007
●Microsoft Outlook 2003/2007
●Dame ware Remote Assistance Tool
●Microsoft Remote Desktop
●Citrix Presentation Server Support
●Microsoft Windows Terminal Services
●DHCP/DNS Security
●NETIQ Applications Manager Enterprise
●Cisco VPN Client
●Microsoft ISA VPN Client
●Windows Remote Assistance
●Symantec and McAfee Anti-virus applications
●LAN/WAN Technologies
Employment History
(L-3 Communications) (Medical Enterprise Services Desk Technician, Medical Information Systems Support Manager, Pacific Air Forces (PACAF) Command Surgeon
●Provides centralized end-user support for software, hardware, and network issues
●Provides first call resolution at the Tier 1, II and III. Level End User Support for over 4,000 users at 9 PACAF Medical Treatment Facilities in Alaska, Hawaii, Korea, and Japan
●Performs Event Monitoring and Root Cause Analysis of enterprise medical applications using NETIQ Applications Manager
●Corrects anomalies where possible and escalates to next level administration as needed
●Utilizes Front Range Heat to track all work requests
●Manages the Avaya Automated Call Distribution System reporting engine
oProvided weekly call metrics reporting to the Enterprise Services Manager
●Performs Technical Writing and development of operations and maintenance procedures utilized all technicians
(Electronic Data Systems) (NMCI Systems Analyst)
●Managed over 4000 NMCI Enterprise Systems at the Joint Operations Center (USPACOM/mar), Camp H. M. Smith, Hawaii.
●Network Systems Management/Administration, computer systems analysis and customer service at Camp H.M. Smith, Hawaii.
●Computer Systems Team Lead while transitioning 4000 +USPACOM Personnel and MARFORPAC from the Legacy System to the NMCI Enterprise System.
●Computer Systems programs populations for the customers to ensure optimal performance and program usage.
●Systems Hard Drive Re-Imaging Manager for Operating Systems Windows 2000, XP for the transition from 2000 to Windows XP Operating System for over 4000 Enterprise Systems at USPACOM and MARFORPAC Hawaii.
●Systems Relocation Manager.
United States Navy USS Russell (DDG-59) Pearl Harbor, Network Administrator
●Lead Network Administrator for the USS Russell.
●As LAN Administrator, Supervisor, and Security Manager, implemented security plans and policies, Security issues to safeguard the systems linked by the LAN, and the troubleshooting of equipment such as NT / UNIX Systems.
●Installed NAVMACS II Subsystem Software and Hardware.
●Supervised back-ups on all systems to ensure no data is lost during inadvertent or scheduled outages.
●Responsible for the proper set-up of routers and hubs.
●Managed installation of 400 personal computers.
●Assumed role of Command Terminal Area Security Officer (TASO) which carried two primary responsibilities:
●Ensured computer systems were not being tampered with and all security issues were being adhered to.
●Held weekly inspections in all divisions to upkeep with ships ADP security policies for all computers.
United States Navy: Joint Intelligence Center Pacific, Unix Systems Administration
●While serving as LAN UNIX / NT administrator, responsible for the management of UNIX, NT, Windows 2000 systems and applications used.
●Server Manager for both UNIX and NT systems.
●Customer service representative for all employees within the Joint Intelligence Center.
●Specialized in the support and data analysis of UNIX and NT systems.
●Managed the creation and deletion of user accounts.
●Helpdesk manager with over 300 systems to maintain.
●Positions require a Top-Secret SCI Clearance.
United States Navy: USS Ingersoll (DD-990), Telecommunications Specialists
●Ensured all communications equipment, circuits were up and active.
●Conducted training on HF/UHF and SHF Communications systems.
●Maintained all variant antenna systems throughout USS Ingersoll (DD-990).
●Supervised Communications shifts and tech-controlled circuits without any outages.
●Managed Battle group communications systems.
●Supervised Material Maintenance Management (3M) System.
●Frequency manager, managing all aspects of the frequency spectrum.
Education:
●Graduated Bryan Station Senior High School. Lexington, Kentucky
●Attended Heald College in lieu of AA in ITS Systems with an emphasis in Security.
●Attended University Of Phoenix for BA in ITS Systems Network Security.
●Currently studying to obtain the Security + 601 Certification.
Certifications:
●ITIL v3 Foundation Certified ACTT Hawaii - Aiea, Hawaii
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