Antwain Martin

**** ***** **** ******, ***. A***

Layton, UT 84041

816-***-****

Security Clearance: Public Trust

OBJECTIVE

Obtain an Entry Level Network Administrator position that will enable the use of a strong background in technology and good problem solving and communication skills.

Qualification Summary:

Developed, maintained and implemented department standard operating policies and procedures

Performed incident management process, providing progress updates to customers throughout the life of an incident

Maintained confidential information and demonstrated tact, discretion and diplomacy

Planned and delivered customer support services, including installations, configurations, troubleshooting, customer assistance, and/or training, in response to customer requirements

Knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating.

Familiar with ITIL best practices and procedures.

Exceptional communication and presentation skills, ability to interface easily with all levels of management, co-workers and clientele

Work Experience:

June 2015 – February 2017 Veteran Affairs (ASMR) Salt Lake City, UT

SWAT Commander

Facilitates meetings consisting of 150+ technical experts with the intent of restoring degraded or disrupted IT services.

Ensured all required documentation and follow-up for a SWAT are completed in a timely manner.

Validates that all After Action Reporting from a SWAT event is targeted for completion and distribution within 30 calendar days.

Ensures that all SWAT processes, as established by the customer, are accomplished.

Jan 2015 – June 2016 USPS Salt Lake City, UT

PSE Data Conversion Operator

Operated data conversion equipment in transforming information from source documents to computer input forms

Maintained a less than 10% error efficiency

Obtained 6 Sigma White belt

Dec 2012 – Sept 2014 SLAIT Consulting Virginia Beach, VA

Help Desk Analyst

Analyzed and resolved problems associated with server hardware/software, windows and mac, applications software and ensures scalability and appropriate integration with other systems

Monitored system recovery processes to ensure security features and procedures are properly restored and functioning correctly

Coordinated any changes or modifications to hardware, software, or firmware of a system with the ISSM and AO/DAO prior to the change

Sept 2012 – Mar 2013 Advantage Tech (USDA - ITS Hosting) Kansas City, MO

Help Desk Analyst

Provided access to Windows/UNIX/Linux production environment with basic troubleshooting to verify access did work properly.

Removed access to all applications with completed request forms to comply with current policies

Ensured audit records are collected and reviewed using Access Database

October 2009 –July 2012 Natek (USDA - ITS Hosting) Kansas City, MO

Server Operations Analyst

Provide remote and on-site monitoring

Manage network client accounts to include establishment and disestablishment of systems and mail accounts

Managed network and server memory usage and disk efficiency

Administered network security to include system access control, antivirus protection, and general maintenance

Ensured all IS security-related documentation is current and accessible to properly authorized individuals

Mar 2002– Jan 2009 KCPL Kansas City, MO

Helpdesk Analyst II

Provided single point of contact for users, whether though telephone. E-mail or other electronic means; making the first attempt to resolve technology related incidents at the initial contact, included desk side support. Escalate incidents to next levels of support as needed. Document and tracking incidents via incident tracking system (HEAT, PeopleSoft)

Performed monitoring on UNIX and Windows systems to verify the completion and accuracy of critical data processing. Primary responsibilities include close monitoring of production activities using Tivoli Workload Scheduler and other monitoring tools to ensure compliance with established schedules.

Compiled jargon free logging of application errors, alarms and equipment problems.

Provided support for Blackberry and Motorola Q devices, which included but not limited to providing users access to email, deleting and recreating the profile from the device itself if corrupted, and one-on-one instructions for use of the device.

Use of Symantec Ghost to setup multiple machines.

Jun 2000– Jun 2002 Pegasus Communication Lenexa, KS

Customer Service Representative

Assess customer needs and provide expertise on products and services

Handled large volumes of inbound calls, resolving basic billing and service issues in a prompt and courteous manner

Mar1998– Jun 2000 Gateway, Inc. Kansas City, MO

Technical Support Representative

Build excellent problem solving, communication, and interpersonal skill.

Assist with setting up small to medium networks providing guidance over the phone.

Worked with the NT Corporate group (served as tier II support).

Extra Experience:

Knowledge of Tivoli Workload Scheduler, Citrix Management Console, SMS, GenControl, VM Ware, Active Directory Administration, SharePoint Administration, SiteScope Administration, IEX TotalView, PVCS Tracker administration, Norton Ghost, PeopleSoft, IBM CMOD, HP Openview, and BMC's Magic Merlin, ITSM Remedy System Center Operations Manager

Co-interviewer, Sarbanes-Oxley documentation, Six Sigma trained

Computer Skills:

Programming Languages: Microsoft Office 3.0, 2000, 2003, XP, 2007, common business applications i.e. Lotus Notes, and other hardware/software accessories

OS: UNIX, HP-UX, Linux, Microsoft Windows 95, 97, 98, NT, ME, XP, and Vista

Certifications:

ITIL Foundation v3, Microsoft Exchange Server 2003, Microsoft FrontPage 2003, Advanced Microsoft Excel

Education:

1997–1999 DeVRY University Kansas City, MO

A.S., Electronics

GPA 3.4+

References

Cozette Wakley GSSO 801-***-****

Courtney Martin Supply Sargent 816-***-****

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