Help Desk Audio Visual
Resume:
BENJAMIN R. HALSTED
Evans, GA 30809
********@*****.***
Qualifications Summary
• Active Secret Clearance
• Audio Visual/Multi Media Specialist
• Microsoft Windows Server 2003 Certified
• Microsoft Windows Server 2003 Infrastructure Certified
• Microsoft Windows XP Professional Certified
• COMPTIA SECURITY+ (System Security)
• COMPTIA A+ Certified
• Computer Network Administration/Helpdesk Technician Sept 2019 – Sept 2022, SAIC, Augusta, GA., Incident/Major Incident Manager
• Initial training of new help desk specialists
• Kept up to date the Incident Management processes and procedures, keeping both Knowledge Management and Training Management up to date with their respective materials, while ensuring updates are disseminated in a timely manner
• Worked alongside Major Incidents Manager to maintain current criteria for Incidents and Major Incidents
• Worked with Change Management on maintaining situational awareness for the desk for customer facing changes
• Escalation management to maintain proper situational awareness is communicated
• Maintained training and certifications for team
Mar 2015 – Sept 2019, UNISYS, Augusta GA., Help Desk Specialist Tier II
• Responsible for help desk tier 1 direct support
• Responsible for escalated incidents that could not be resolved by tier 1
• Direct point of contact with DISA counterparts
• Verifying and creating procurement accounts for US Army and Army National Guard
• Training peers with follow ups to maintain their training status’ Jan 2015 – Mar 2015, AGENSYS, Augusta, GA., Help Desk Specialist
• Responsible for providing direct customer support, focusing on first contact resolution.
• Facilitated every IT related assistance, focusing on multiple theaters and commands in the US Army Enterprise.
• Initiated parent notices and tickets across the Army Enterprise spectrum that would affect the enterprise as a whole
• Trained incoming agents on proper problem mitigation, focusing on superior customer support Sept 2012 – Sept 2014, CACI, Fort Gordon, GA., Audio Visual/Multi Media Specialist
• Responsible for, and provided when necessary, Tier-2 and Tier-3 level maintenance and recovery performance procedures for Video Teleconference (VTC), Audio Visual (AV) Multi-Media (MM) support servers and other computer support functions within the Whitelaw facility to include servers located in the new Cryptologic Center operation sites at Texas and Hawaii (TX and HI)
• Knowledge of requirements for installation of server infrastructure, network hardware, IT infrastructure, cable/connector fabrication
• Intimate (Tier-3 Level) knowledge of termination requirement for all Audio Visual (AV) Multi-Media (MM) specialized cable needs (i.e. CAT6, DM, serial, etc)
• Knowledge (Tier-2 Level) of cabling, routers, communication equipment, Ethernet cabling, and TCP/IP to include the functions and capabilities of network interfaces, troubleshooting and applicable security procedures of installed equipment
• Have a strong understanding of:
• IT troubleshooting methodologies utilizing critical thinking skills in configuring computers, communication devices, and peripheral equipment relative to AV-MM operations
• Managed and maintained, when necessary, the support servers directly controlling the AV-MM operations utilizing VMWare and applicable organizational server management software
• Networking and programming abilities needed to integrate multiple AVMM components April 2012 - Sept 2012, CACI, Fort Gordon, GA., HARDWARE TECHNICIAN
• Conducts on site surveys; assess and documents current configurations and end user requirements
• Analyze existing requirements and prepares specifications for hardware acquisitions
• Prepares engineering plans and site installation technical design packages
• Develops schedules for hardware installation
• Prepares site installation test reports
• Configures computers, communication devices, and peripheral equipment
• Installs network hardware, IT infrastructure, cable/connector fabrication
• Termination of specialized cable needs (i.e. CAT6, DM, serial, etc)
• Knowledge of cabling, routers, communication equipment, Ethernet cabling, and TCP/IP
• Troubleshooting and security procedures of installed equipment
• Working knowledge of the functions and capabilities of network interfaces July 2010 - April 2012 Technical Innovation Norcross, GA. VTC Installation Technician
• Cable Termination ranging from Control, CrestNet, Data (RJ45), DM, Audio, Speaker, including rack integration as per design specifications and fabrication of hardware and materials as needed per assignment
• Mounting various equipment from table top to ceiling for integration of multi-platform equipment Jan 2010 - Mar 2010, The Computer Guys LLC North Augusta, SC. IT Technician
• Hardware and Peripheral Support undertaking Preventative Maintenance measures
• Systems administration, management and maintenance, for customer diagnostic support procedures
• Network and Network Security support
Sept 2003 - Jan 2005, U.S. Air Force, Command Support Staff Edwards AFB, CA. Command Support Staff
• Performed as internal computer systems administration and workgroup administrator for the squadron
• Assisted in troubleshooting using basic VMWare applications; provided expert and technical advice in application of software programs.
• Provided Tier 1 and Tier 2 troubleshooting for squadron server related issues.
• Provided Tier 2 and Tier 3 assistance for the installation and troubleshooting of hardware devices used by workgroup users.
Mar 1999 - Sept 2003, U.S. Air Force Combat Crew Communications Fairchild AFB, WA. Combat Crew Comm Technician
• Received, safeguarded, maintained, inventoried, transported, and distributed classified communications documents, equipment, classified flight information charts and other appropriate flight operations information.
• Instructor of flight crew members, officers and enlisted, with proper use, safeguarding, transport, and destruction procedures of COMSEC documents and equipment.
• Maintained and secured SIPRNET computer workstations; received preliminary training in computer systems management.
JOB RELATED TRAINING
• Crestron DMC-T Certification, November 2012
• CompTIA A+ Certification, September 2009
• Microsoft Windows Server 2003 Infrastructure Certification, March 2009
• Microsoft Windows Server 2003 Certification, November 2008
• Microsoft Windows XP Professional Certification, September 2008
• Workgroup Systems Administrator Edwards AFB, March 2005
• Microsoft Office Suite Certification, February 2004
• Workgroup Systems Administrator Edwards AFB, September 2004
• Physical Security of Classified Equipment/Documents certified December 1999
• Secure Transport of Classified Equipment/Documents certified December 1999
• COMSEC handling, securing, storage, transport, destruction certified December 1999
• Airman Leadership School
Total Years of Work Experience - 20.00
Education
• High School - Seoul American High School, Graduated June 1994 Skills
Microsoft Windows XP
Microsoft Windows 2003 Server
Cisco Routers
Cisco Switches
Certifications
Name Acquired
AV ASSOCIATE (EXTRON) 12/26/2012
COMPTIA SECURITY+ - SYSTEM SECURITY (COMPTIA) 12/19/2012 DMCT - DIGITALMEDIA CERTIFIED TECHNICIAN (CRESTRON) 11/03/2012 COMPTIA A+ - (COMPTIA) 09/15/2009
MCP - CERTIFIED PROFESSIONAL 2.0 (MICROSOFT) 09/05/2008
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