Support Specialist It

Steven P. Ellis

IT Support Specialist

Home: ** ****** **. ********, ** 02910

Home Phones: 401-***-****

Mobile: 401-***-****

**********@***.***

Certifications

A+

Network + CE Current

Security + CE Current

Windows 7 CompTIA Navy Skill port

MCSA

MCP

FED\VTE ACAS Cyber Security Scanner

FED\VTE CCNA Security

Fed\VTE Certified Ethical Hacker

DoD Secret Clearance

Goals

My objective is to obtain a Senior Level IT Administrator position.

Education

New England Institute of Technology, Warwick, RI

Course of study: CST Computer Servicing technical

Degree/Information Systems Technology

Associates Degree - 3.8 GPA.

Graduation date: 6/97

Pilgrim High School Warwick, RI

Graduation date: 6/82

Employment

Serco Consulting Contract Oct 2023 to Oct 2024

My duties as a NMCI Administrator under the XO and CO of the N6 Dept was supporting and creating Navy Officer NMCI Microsoft Flank speed office365 accounts and help support those Outlook Email accounts for NIPR unclassified Navy along with using Active Directory and also supporting there mappings and shares both on the legacy side as well as SharePoint. I was also the SIPR Token Support pin reset admin the Secret side “SIPR” I was also the support person for the NAVY Fire, Police LENELand ELMR two way Motorola radio this includes setting up these encrypted devices/configuration using premade preprogrammed two way radio profiles. I was also responsible in backing up or restoring the front gate check in security system Server weekly every Friday. Most of day was answering calls from Navy user to support everything from no VPN connection, scanner printer issues to needing a app installed through Software Center. I also worked with Computer and printer vendors to help streamline them doing work on or off the base. I also support huge rollouts of laptops, surface pro, Android and I-phone along with providing support.Support on-premises Navy Marine Corps Internet (NMCI) hardware inventory such as monitors, keyboards, peripherals, and computers for distribution to ACTRs and customers for NUWCDIVNPT.Execute Move-Add-Change (MAC) requests, buildouts, and other related NMCI business processes.Communicate updates and changes to the NMCI catalog of services to ACTRs and customers.Support NMCI contract line items including software, services, and work requests.Assist and perform NMCI hardware refreshes.

Support cellular/wireless requests, including activations, ordering, cancellations, disposal, suspending services, ordering accessories, installing PureBred certificates, enrolling devices in Mobile Device Managers (MDM), changing plans and features from request system and subsequently fulfilling request through mandatory cellular contract transaction systems.

Unisys Corporation Aug 2021 to Aug 2023

Duties include hardware software and help supporting VTC Audio Visual equipment such as Crestron Codec Processors and bi-amps. Microphone installation and wiring, my work also includes conference room design. My other responsibilities include injunction with a Network Support Technician, installing wall drops, setting up Facility request for metal conduit on the production floor. Also maintain Network closets, organizing of patch panels and configuration of Cisco and Aruba switches. I was given additional responsibility to maintain Cisco IP Phone system. Creating new phone request to the customer and setting them up there IP phone on a Cisco CM Management platform. Phone troubleshooting was part of the required support. Voice mail creation I am currently responsible for all of Quonset point facilities.

RHI Consulting Contract Nov 2020 to October 2021

Provide Remote / Onsite Help Desk, Desktop Support and Administrator support for Finance and Loan Departments in Providence RI. Duties include support troubleshooting Outlook 365, SharePoint, Network printers, Duo / Jive Connect Telephone System. Responsible for Imaging Desktop /Laptops and providing support of Client smart phone. Duties also include user management using Active Directory and Adaxes software. Other duties include Supporting Virtual VM and Citrix Workspace applications. Provide Printer support local and Network. Provide Laptop and Desktop repair Support.

DKW Communications Newport Navy SWOS Bridge Trainers

IT Technician 18 Month Contract Aug 2018 to Feb 2020

Primary Duties and Responsibilities the Senior Electronics Technician will work as part of a team to perform troubleshooting, maintenance, hardware & software modifications, and configuration management on training devices located at the school. Specific responsibilities include: Conducting regular evaluations of trainer system performance, including the implementation of daily testing (DORT) to detect system malfunctions Providing daily systems administration support for all training device systems operating on a single network Regularly monitoring and troubleshooting system performance Implementing IAVA compliance and conducting all required functions of the Navy mandated information assurance program as needed Diagnosing system failures on training devices to isolate root causes between equipment, system software, and applications Devising temporary fixes and modifying code - documenting and advising SWOS management of any problems Restoring training systems utilizing analytical testing, troubleshooting, and diagnosing to locate malfunctioning components, performing repairs to correct the deficiency within a timely manner

Ensuring all functions is in accordance with Naval Air Warfare Command Training Systems Division (NAWCTSD) Training Equipment Change Directives (TECD)

Seneca Newport Navy Base Sys Admin 3mth Contract March 2017 to June 2018

Essential Duties and Responsibilities:

Support of a Windows domain of 50 users provides support for Active directory. Application troubleshooting support for Adobe reader, IE, and Cisco VPN Client, HBSS Protection. I also provided Computer Hardware support for Microsoft Surface Pro also including support for network printers. Creating wall drops and maintaining Network closets. Provide Help Desk Laptop Support to International Navy Client overseas. Troubleshoot a wide range of software and hardware issues and log problem/solution into Remedy Ticket System. A Security+ and Navy Clearance was required for this position

Newport Navy Base NJS (Navy Justice School) for Ariel Partners System Admin 6mth Contract Aug 2016 to March2017

Essential Duties and Responsibilities:

To develop the NJS Office 365 SharePoint environment to provide a user-friendly “share drive”. This design phase will include working with the Education Technology Department Head to ensure the layout is consistent with the needs of the command, and ensure ease of use. I am also responsible for providing training to NJS staff on the use of the Office 365 SharePoint environment.

Other duties is to collect, inventory, and properly dispose of all obsolete IT equipment at NJS Headquarter in Newport, RI, as well as the detachments in Norfolk, Virginia and San Diego, California. Contractor shall travel once each to San Diego and Norfolk for a period of five (5) working days to each location.

Create weekly work status/progress reports shall be provided to the Government Point of Contact (GPOC) in MS Word format via Outlook email by Close of Business (COB) each Friday during the contract period of performance. The status report must include a summary of ticket submissions and progress that occurred during the previous week and will alert the GPOC to problematic requests or to those requests that are past due.

My additional responsibilities are to provide IT support to staff and students at NJS, including detachments in Norfolk and San Diego via email and on the phone. This support includes connection to wireless internet, connecting to wireless print services, and troubleshooting malfunctions with Microsoft Surface Pros for staff and students. I also provide assessment of existing systems, information on current and future systems, and courses of action for successful further implementation of IT in support of both the 21st Century Schoolhouse Initiative.

Dell NTT Data 6mth Contract Feb 2016 to July 2016

Point of escalation for troubleshooting of our products and services. Ensure dealers are adequately supported for service and installs when assigned by the Field Support Team Lead. Rapid reaction to escalated and customer down issues and maintain a high level of professionalism at all times. Own the customer issue to resolution and complete service documents. Independently install and service products across 2 or more brands. Travel throughout North America to service customers and/or dealer partners. Provide feedback to territory FST Level 3 regarding service/installs completed within respected territory. Assist training lead during trainings. Complete Field Service Reports in accordance with field service work instructions. Provides telephone technical support for dealer partners and end users. Perform other duties or special projects as assigned.

Prosoft Groton Ct. Navy Health Clinic – IT Specialist Sept 2016

I support a Microsoft Server 2008R2 Network; including supporting total of 400 End Users. This includes maintaining Network closets of Cisco Switches, Cyber Security Scanning using ACAS Nessus Scanner, running Microsoft Patches and updating Java/Adobe Reader and Net framework while using the RMF Standard (Risk Management Framework). I also provided support troubleshooting defective wall drops and patches panels. I also used Active Directory to support user accounts and workstation accounts. All functions of Active Directory are performed including group policy. Part of my Job Duties include printer and scanner support. I was also responsible for updating and maintaining company images for deployment using Microsoft Deployment Tools AIK. My other job duties consisted of scanning and patching the network for Vulnerabilities using the ACAS system, and backing up the servers daily and weekly backups using Backup Exec.

Inter Image Newport Navy Base – System Administrator + Cyber Security Technician Oct 2015 to June 2016

Along with supporting a total of 2000 end users onsite or remote, my duties include Administration of Access Control procedures for Active directory accounts with Cryptographic Log-On (CLO) using DoD Common Access Card. As a Cyber Security Technician, I performed scanning patching and upgrading of software in response to information Assurance Vulnerability Alerts (IAVA) issued by the U.S. Cyber Command (USCYBERCOM). Responding to Computer Tasking Orders from Naval Network Warfare Command (NETWARCOM) or USCYBERCOM in support of the Assured Compliance Assessment Solution (ACAS) or equivalent. Managing antivirus software and scanning for viruses, malware and spyware on DOD computers. Computer incident response and management. Physical access control of restricted computers, networks and work spaces. Preparation of Certification and Accreditation artifacts IAW DOD directives, providing Cyber Security fundamentals using Navy Validator RMF Standards (Risk Management Framework).

CSC/ Newport Navy Base – System Administrator + Cyber Security Technician Oct 2011 to Sept 2015

I currently support a Windows Server 2008 R2 with Windows 7 Professional Workstation network environment.

I support a total of 800 end user mostly onsite some remote using RDP.

My other responsibilities here at the Newport Navy Base OTCN are to provide daily onsite support to the OTCN Navy Officer customer. I support 600 domain user accounts, workstation accounts, 2900 series Cicso switches and network printers. I maintain Network Closets, patch panels and switches to support port security. Monitor all workstations and laptops for Network connectivity and confirm software such as Symantec Endpoint Encryption and HBSS, confirm DAR Symantec Endpoint Encryption) is installed and updated and communicating with Symantec Endpoint Server for the latest updates from Symantec. I also unlocked users through Symantec Endpoint that locked them out through Symantec workstation login.

I work together with the senior network administrator in creating and testing new group policy in the GPO, drive mappings, and student home drives. I create, update and edit using VB Script and batch files for updating Adobe Flash, Java and Adobe reader weekly. I create, backup and maintain all the workstation Images for OTCN. I maintain this area for OTCN so we can deploy out images while using Windows Deployment Services and Windows AIK to create and deploy Windows 7 Professional. I maintain and update an answer file weekly to update my Images to incorporate automated sysprep. I provide daily security updates to the network through WSUS Server and through batch files to maintain and keep up with the latest DISA Security Standards using Cyber Security Retina Vulnerability Scanner Server or ACAS scanner software (I am currently ACAS Certified ready for DOD compliance). My recent Cyber Security vulnerability scan exhibit no Category 1, Category 2 threats due to persistent updating and good practice of keeping the scanning servers and workstations up to date with the latest Audit Plugin ID files. I support the hardware and software of all laptops and desktops of different models, HP, Dell, Samsung, Mitsubishi video equipment (projectors w/Smart Board), audio equipment, VTC conference video equipment and the custom software settings that need to be programmed. I support Security CAC Cards with PKI Certificate using Active Client. I also maintain and keep up to date student rosters and Instructors accounts using Active Directory. I help maintain structure for organized Group Policy in GPO in support of the Senior Network Administrator. I help support, configure and troubleshoot issues in policy, McAfee Antivirus Scan, Host Intrusion (HBSS) and Symantec Endpoint Encryption Administration. Our Tranet Domain support team uses the Remedy ticketing system to organize and dispatch service request.

I am also responsible for ensuring the workstations have the latest encryption software installed to strengthen network data integrity.

Keep track of the Inventory database using Altiris Administrator Inventory and Excel Spreadsheet.

I provide daily documentation to upper management on all assets for vulnerability reports using. XSL, CSV, RTD, VMS file formats. Take part in weekly OTCN Training classes to unlock student accounts and to move the students through the training process.

I am responsible for Logistics, DRMO and end of life equipment. I take advantage of having a team player attitude in order to complete the job on time for our client.

I work well alone and with others when we work as a team.

Insight Global / Hewlett Packard - IT Support Administrator Aug 2010 to July 2011

Support of Domain user accounts end users (Total 2500 End User both onsite and Remote) manage User Accounts and Workstation accounts using Active Directory Windows Server 2008

Duties include deploy, imaging and configuration for HP, IBM Lenevo laptops, desktops and multifunction LaserJet printers. Using Windows Deployment services AIK. I also was trained in Retina Eye Security to run IAVA network scans and to update workstations with the latest Microsoft KB’s and patches. I supported the installation and configuration of Windows 7 Professional workstation rollout on a Windows Server 2008 domain. I provided support for Lotus Notes, Microsoft Outlook email and numerous other third party applications. Other duties include installing and configuring network printers, provide Help Desk services using desktop remote connection software. I diagnose and repair network connectivity issues, diagnose defective hard drives and related hardware including HP printers. I also provide remote and onsite Desktop/Helpdesk support for several different corporate geographical locations.

Reebok - IT Systems Administrator May 2010 to Aug 2010

Managed Windows Deployment Server WDS Server 2008 R2 with Win 7 Enterprise upgraded from WinXP

Duties include manage, create and implement corporate Imaging using pstools and ghosting server software. I supported installation and configuration of Windows 7 Enterprise workstation rollout on a Windows Server 2008 Server domain. I provide desktop and helpdesk support services using remote management software. Manage network printers, desktops and laptops. Provide first call resolution and updating Magic ticketing engine.

National Product Services – Laptop Support Analyst March 2007 to April 2010

Duties include repair of Dell, HP, Toshiba, Acer and Sony laptops/desktops. Other duties include Install/Image backup restore using Ghost and Acronis for laptop and desktop. Provide daily network, helpdesk support for multi user network in a Server 2008, Windows Vista, Windows 7 and XP OS environment

QualxServ - Field Services Technician March 2007 to December 2007

Duties – I provided field service support and repair of Dell, Sony, IBM server, desktop, laptop and printers.

Trained in field service break fix repair, configuration for Hughes VSAT TX and RX DIU, Cisco Routers, Hubs, Dialup Modem, wireless routers, maintain VSAT Satellite communications for CVS, Brooks, USAToday, AG Edwards, Wal-Mart and numerous other third party customers. Additional Duties – Provide hardware service support for Dell, IBM, Apple, Lexmark, Sony, desktops, laptops, servers and printers.

Northrop Grumman - Field Service Technician April 2006 to December 2006

Duties – Provide field service repair support on all Hewlard Packard products – HP Servers all models, laser jet, plotter,

dot matrix printer, desktop and laptop all models. I was on call servicing server main boards, power supply’s, memory upgrades and break fix repair on all HP Servers for clients such as General Dynamics (Groton, CT and QuonsetPoint RI), Raytheon, Newport Navy Base, Navy Training war ships and CSC. I obtained the necessary security clearance to service these government facilities.

Pitney Bowes – Field Services Analyst April 2005 to March 2006

Duties – Assist with field service support for mail services in Southern New England. Certified repair mailing machines. I performed periodic Microsoft and third party application updates, repair, installation, preventative maintenance for mail machines and postal meters of all types. Provide additional software support for mail system integration into existing networks. I received training for mail services and how to apply training and knowledge to Pitney Bowes customer’s needs.

Computer Geeks – Computer Service Technician Feb2005 to 2009

Duties – I provided Hardware and software support for onsite computer services to residential and commercial accounts. I diagnosed hardware/software/network issues on desktops, laptops, printers and 3rd party software. I also performed installation and configurations of WIFI - wireless routers including setup of firewall and Intrusion detection software.

Cooperative Systems - IT Support Technician Oct 2002 to Feb 2004

Maintain PC Level II IT supports to multiple accounts throughout the Southern New England area.

Responsibility’s including: Set up Server/Client Peer to Peer and Windows domain networks. I was involved in

large PC project rollouts for numerous third party customers. Performed desktop support troubleshooting and repair for

1500 user node environment and network support troubleshooting for internal and external routers;

diagnose internal and external network related issues, serviced network media: installation and configuration of Netgear, Linksys switches, router’s and hubs. I Set up and maintained support for Exchange, Microsoft Outlook, Citrix, GroupWise, Lotus notes, VPN, Reynolds + Reynolds and AS400 systems with IBM Emulator. I installed and maintained network closets. Those duties include: installation of patch panels and wall drops, organization of wiring details, patching, cabling, labeling, testing and configuring for LAN and WAN connections. I also to part in the Installation and configuration of 10 to 20 user’s license using Windows Small Business Server and Windows Server 2K administered though Active Directory, which includes multi user client software. Provide local and remote PC/Network client support to a variety of different clients such as law firms, medical offices, new automotive dealerships and investment firms. Perform maintenance scheduling and onsite training to new recruits. Duties also include maintaining accurate licensed inventory and administration using Act, Crystal Reports, and Track-IT ticket inventory software. Territories include Hartford CT, Boston, MA, South Boston MA, Auburn MA, Seekonk, MA and Providence RI. During this time I have achieved a Network+ Certification.

Unicom - Computer Service Technician May1998 to Jan 2002

Provided daily technical support to remote users/sites evaluate, install, configure, test and troubleshoot personal computers, commercial desktops, laptops of all kinds including PowerBook, Compaq, Dell, HP, IBM and printers which includes HP LaserJet family printers, Okidata, Lexmark printers and peripherals. I am experienced in troubleshooting Network cards, PCMCIA and docking station profiles. During this time I have received additional experience in the installation and configuration of Server 2K /Active Directory, Win 95/98/Win 2000/NT

workstation, XP Pro, Novell NetWare client, Microsoft Word, Access, and Power Point, Outlook, Exchange, Front page, PC Anywhere, Lotus Notes, McAfee Antivirus, Norton Antivirus (including DAT updates periodically), Citrix Client Metaframe, GroupWise, Remedy, Act and numerous other third party software. This includes installation and

configuration of VPN software, remote dialup access, and third party billing software (CSG). I have also received experienced in creating model specific restore images using ghosting software (Ghost 6.0 and up), this also includes backing up the client’s data on CD, and hard drive as well as restoring there data from CD, hard drive or Iomega Jazz and Zip drives. I provided daily technical software and hardware support troubleshooting and repair to the AT&T client of all job titles including PC, desktop and laptop support for higher ranking VPN positions with in the AT&T Broadband Company. I developed and maintained my partnerships between the remote IT technical services staff and the local business management. I was involved in the implementation of special software and network projects of small to medium scope and assisted in training first level support to the AT&T Broadband clients and technicians. I covered all of Western Mass, Cape Cod, South Boston and Braintree and covered fellow coworkers on vacation out of the state of Rhode Island. I was responsible in servicing over 1700 PC’s and printers for 27 separate locations in a 125 hundred-mile radius. I have built trust and professional relationships with the client to insure first call resolution and to obtain first-rate customer satisfaction.

PPG - Help Desk Support Technician July 97 to May98

Duties include: Provide helpdesk telephone support to the PPG Customer which including PC helpdesk software/hardware support in a Windows 98 environment

EMC2 - Mainframe Inventory Control Clerk Jan 96 to Nov 97

Duties include assisting the Quality Control Department, monitored inventory of all SCSI, storage, and communication

hardware for large AS/400 mainframe systems. Responsible for recording all inventories using Microsoft Access and Excel spreadsheet.

Fiscal Planning Services - Retirement Planning Sales Consultant Feb 88 to Sept 95

Duties include Sales and customer service for Insurance and

annuity products. I achieved a Florida State insurance

license to market Life Insurance and Annuity products in

the state of Florida. I accrued excellent customer service

skills in servicing the general public and small business.

References furnish upon request.

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