Information Systems Air Force
Resume:
Mr. Dana F. Jones
**************@*****.***
San Antonio TX 78250
Summary of Qualifications:
• Air Force veteran with over 15 years of active-duty service as an information systems manager and COMSEC/Manager
• Dynamic, detail-oriented professional with over 15 years of hands-on operational and training experience in military and civilian environments
• Maintained positions as Facilitator (Trainer), Supervisor and Manager
• Ability to plan, organize, and execute multiple simultaneous projects
• In-depth knowledge of Network Security principles and practices with emphasis on installation, maintenance, and computer support operations.
. Provided Secure and non-secure video teleconferencing for various military and civilian employees as required.
Defense Property Accountability System (DPAS) Certificate
Certifications: CompTIA Security +
Clearance: Active Secret
Work Experience:
GDH Government Services
Helpdesk Tier II/Asset Management Inventory
Jan 2024 – May 2024
Maintained Remedy tickets to assist with daily helpdesk operations
Provided laptop reimaging while maintaining database inventory.
Responsible for documentation, shipment, and receipt of laptops.
System Support Administrator
Community Force Federal - JBSA Randolph AFB, TX
October 2018 to Aug 2023
Provided support, troubleshooting, and design for migration from Windows to Government (AZURE) cloud environment as well as general system administration. Perform Windows operating system administration for local and remote systems including installation, software patch, system security, data backup, and problem analysis.
Maintain and support Active directory in the Azure government cloud.
Support user provisioning, maintenance, and other support activities
Make recommendations and/or participate in system architecture and design.
Collaborate with IT teams to define and develop documented policies, procedures, and processes such as operational run books and system monitoring.
Assigned additional duty as Video Teleconference support specialist for conferences and customer projects; establish connectivity for VTC session and operate equipment as required by management.
Used and manages virtualization software such as VMware, Oracle VM, and vSphere.
Maintained and implemented exchange tasks, desktop deployments, imaging, and account creations.
Remote Support Specialist (RSS) Level II
USAA Information Technology Center
July 2015 to January 2018
Provide Technical telephone support to USAA employees and contractors.
• Log calls via Service Now ticketing system and escalated issues on a priority basis.
• Maintained VM (Virtual Machine) utilizing Citrix, (VMware) diagnostics, administrative, and software maintenance.
• Implement work at home setup, connectivity, and daily maintenance of VPN (Virtual Private Network).
• Perform user and workstation recoveries of McAfee endpoint encryption, along with RSA Token dashboard.
• Troubleshoot network connectivity issues via port connectivity and maintenance.
• First line for troubleshooting Cisco router installation and connectivity with ISP (Internet Service Providers).
Contractor (KForce) Wells Fargo
January 2015 to July 2015
Information Security Analyst II
Member of the Wells Fargo Enterprise Access Management Certification team.
Setting up user accounts, password resets and Microsoft Exchanged based on documented procedures.
Excellent knowledge of server platforms, network diagnostic tools and VPN troubleshooting.
Provided support for Java, Citrix receiver and different applications when necessary.
Familiarity with protocols and services including HTTP, HTTPS, FTP, DNS, POP3, DHCP Firewalls, caching, and proxies.
Collaborates with company lines of business, application owners, and QA (Quality Assurance) development teams to allow access to certified users.
Involved in projects to ensure application owners are aware of the Applications they need to verify.
Participate in weekly Project meetings to receive updates on all Applications for the given Release.
Analyze reports which need to meet certain criteria for access to on board applications.
Tier II Help Desk Support
CGI Federal (Catapult)
May 2014 to September 2014
• Receive calls and emails from end users and create incident tickets, logging all pertinent information.
• Provides initial assessment of categorization and prioritization for reported incidents and service requests and provides initial support, targeting a higher level of first contact resolution.
• Ensures incidents are properly escalated and assigned to appropriate support groups.
• Provides communication to end users concerning the status of incidents, service requests, and changes.
• Compiles data through incident entry that will be used for management information and reporting.
• Maintains ownership of incidents, ensuring status update and resolution according to SLAs.
• Provide input to Service Desk management regarding continuous Improvement opportunities.
Contractor (Abacus)
United States Air Force
May 2011 to May 2014
Level 2 Help Desk Technician, Enterprise Service Desk JBSA- Lackland AFB San Antonio TX
System and Network Administrator in an IT service desk function for United States Air Force service members and affiliated civilian employees.
Utilized Remedy ticketing system to created, maintain, and resolve work order requests, while creating, maintaining, and deleting remedy user accounts
Created, maintained, and deleted administrative/user accounts using Active Directory Administrative Center, while utilizing BOMGAR remote assistance, for over 300,000 end users.
Provided troubleshooting assistance in maintaining Outlook email accounts and Exchange Server connections.
Managed remote administration, technical support for NIPRNET (Non-Secured Internet Protocol Router Network) and SIPRNET (Secure Internet Protocol Router Network) Air Force networks.
Experience with NIPRNET and SIPRNET connection process and accreditation.
Established and maintained Executive Blackberry account using the BES (Blackberry Enterprise Server).
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