Support Specialist

ady54a@r.postjobfree.com 678-***-****

Career Objective:

Pursuing a position as a network systems administrator, network analyst, or network engineer in El Paso, TX either onsite or remote.

Summary of Experience: I have been in customer support roles for over a decade, providing service to customers for and with a variety of technologies. I spent almost eight years working for Hi-Rez Games doing technical troubleshooting of custom applications and finding solutions for volatile customers in a professional manner. Recently I have been working as a contractor at the El Paso VA Medical Center for over 2 years.

Relevant Work Experience:

February 2021 – July 2023

El Paso VA Medical Center – Booz-Allen Hamilton - Take2IT

IT Support Specialist

I resolved technical software and hardware issues for customers using my extensive knowledge of the Windows OS, a strong understanding of PC operation and computer networks. I have participated in the installation, upgrade, and initial configuration of routers and Cisco Ethernet switches. I also created documentation for issues discovered in the day-to-day operation of my duties using advanced writing skills and attention-to-detail. Additionally, I worked with ServiceNow to provide resolution or escalation of tickets made by employees in El Paso and the surrounding areas.

May 2009 - Present

US Army Reserve

Non-Commissioned Officer

Training Mentor

As an Army Training Mentor with almost ten years of experience in the active Army, I evaluated units at the squad and platoon level in accordance with doctrine and Army lessons learned. I helped host units develop tactics, techniques, and procedures and created and directed training for tier level 10, 20, and 30 level tasks in accordance with unit needs and requests. I am an expert in facilitating after action reviews that highlight unit strengths and develop plans to address discovered weaknesses.

Motor Transport Operator

In this role I operate the M915 truck and 1098 trailer delivering logistical packages and equipment to support the war time and peace time mission. As a leader, I also develop subordinates for positions of higher responsibility. I make sure of the safety of the truck and convoy with scheduled inspections and an eye for detail. Holding others to the standard decreases the time required for loading and unloading operations while making such dangerous operations safer.

December 2011 – October 2019

Hi-Rez Game Studios

Tier 2 Desktop Support Technician

During my employment at Hi-Rez Games I processed approximately 500 support cases a week using Oracle RightNow and Salesforce with both email and live chat. I used my strong written skills to develop and author internal documentation as reference materials for new hires and managers. I used these same skills to assist users with common issues, deescalate player frustrations, and to resolve conflicts with mutually beneficial solutions. During this time, I also monitored network activity to rapidly detect and escalate issues to network engineers to minimize down time and identify points of failure in the network.

Education:

A.A.S. degree in Network Systems Administration (GPA 3.46)

DeVry University, Decatur, GA

Current Certifications:

Security + earned 29 August 2020

CCNA earned 21 October 2021

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