Technical Support Information Technology

John L. Gilbert

*** ******* **. *** *****, TN. **830

865-***-**** ***********@*****.***

OBJECTIVE

My goal is to continue to grow and use my vast combined experience to develop as a leader and motivator in the information technology field by mentoring the next generation.

Work Experience Summary and Notes

In the interest of keeping a clean and professional resume, not all my experience can reasonably be listed in detail. I would be happy to expand on any details upon request.

Previous job titles include Senior Support Technician, Field Engineer and Network Engineer for companies/agencies including Peraton, Bechtel, The Veterans Administration, S.A.I.C., US Robotics, 3Com, Palm, IBM, AT&T, General Cinema and Colorforms/Wallace (not in that exact order).

Over 20 years of experience in a pure technical support/support desk/leadership capacity.

Over 25 years in a tech related customer service or sales role with frequent, direct customer contact.

Basic Highlights and Traits

Exceptionally high aptitude with computer software, computer hardware and other similar technologies.

Reliable and capable leader with a mature, no nonsense work ethic.

United States Army infantry veteran decorated with Good Conduct and National Defense ribbons.

Ability to think “outside the box” and approach problems from new perspectives.

Team oriented thinker that can maintain a good work ethic, yet still have some fun on the job.

Good instincts and known for solving obscure issues others have failed to diagnose.

Professional / Computer Skills

Well-organized, efficient and attentive to detail.

Self-motivated, assertive and can quickly learn new procedures and methods.

Cool under pressure and often praised for the ability to work with difficult users or teammates.

Adept with most office software, able to quickly adapt and master new programs.

Extremely knowledgeable in computer hardware and networks in a hands-on capacity.

Well versed in ITIL, project management and other management concepts such as Six Sigma.

Working knowledge of internet and network security.

EMPLOYMENT

Peraton/ApplyLogic Consulting Group Clinton, Tn.

Support Desk Supervisor assigned to TSA SPOC Service Desk 2024 to Present

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Direct contractor to the Transportation Security Administration requiring EOD level clearance.

Began as an agent with ApplyLogic and then transferred to Peraton as a Supervisor with a team of 7 direct reports including several veteran agents and several brand new, inexperienced agents I had to mentor and guide into becoming competent and reliable techs.

As a team, we provided comprehensive technical support to all TSA employees in addition to Federal Air Marshalls, K9 Officers and Armed Security Officers addressing inquiries related to hardware, software, network connectivity and mobile device management.

Utilized many different software solutions such as CyberArc, Azure, BlackBerry UEM Console, Cisco AnyConnect, ServiceNow, Outlook and O365, MS Teams, Remedy and Sharepoint frequently.

Additional duties include travel across the USA to various airports to fulfill contractual obligations as an IT Specialist while still managing my team remotely.

Johnson Service Group (Contracted to Bechtel, Inc.) Oak Ridge, TN

UPF Deskside Support 2022 to 2023

Began work in UPF (Uranium Processing Facility at the Y-12 complex) Deskside support on Sept 12th 2022. My daily assignment is to cover the needs of the Construction Support Building and surrounding trailers and outbuildings.

Direct contract with the Department of Energy requiring Q level clearance.

Performed a vast array of tasks including, but not limited to:

Imaging and deploying desktop workstations and laptops.

Account (Active Directory and other) and software/peripheral support.

Managing inventory and ticket queues for roughly 3000 users.

Troubleshooting random issues as they present themselves.

Managing and monitoring construction site data vaults.

Modified and updated PowerShell scripting.

Installing, monitoring and maintaining various audio and visual equipment.

Tista Technology Corp. Rockaway, MD

Application Administrator – VA Strong Authentication Service Desk 2017 to 2022

Direct contractor to the Veteran’s Administration requiring clearance at a public trust level.

Responsible for administrating multiple versions of two factor authentication tokens and assisting VA employees in a direct phone and email support capacity with enrollment, removal and various tasks related to authenticating admin accounts.

Frequent use of Remote Desktop, Active Directory, O365, Safenet, Service Now andmultiple versions of Windows/Windows Server, PowerShell and multiple other various software as needed.

Science Applications International Corporation (S.A.I.C.) Oak Ridge, Tn.

Service Desk Support Specialist assigned to Iconectiv Service Desk 2016 to 2017

Service Desk Support Specialist assigned to Corporate ITS Service Desk 2014 to 2016

Service Desk Support Specialist assigned to Marathon Petroleum Corporation 2014 to 2014

Recruited from the Marathon desk to work the ITS service desk to support both SAIC and Leidos corporations as a member of their internal support desk.

Recruited from the ITS service desk to help launch the brand new Iconectiv contract and hired on by SAIC from the contract company once it began.

Duties ranged from simple password changes and account modifications changes to email encryption, network security and financial reporting application troubleshooting.

Utilized every available resource, including (but not limited to) Active Directory, Costpoint, VPN, Mainframe, Citrix, UCAMS, SAP, RSA/VPN, Microsoft Outlook, MS Office (O365, Word, Excel, etc.), Windows (Multiple versions), Desktops/Laptops, Accessories and Mobile Devices, Adobe, Symantec, Cisco portals, Lansweeper, Mobileiron, Cognos, Adobe, McAfee, Blackberry Enterprise Server, UCAMS/Remedy, and Peoplesoft.

EDUCATION

Western Governors University Salt Lake City, UT

B.S. in Business Administration – IT Management

Actively working on bachelor’s degree.

Projected to complete my degree by May 2026 at the current pace.

United States Army Fort Wainwright, AK

Private First Class - 11BC21O M.O.S. 1990 to 1992

Infantry, Combat Lifesaver, Dragon Gunner and Arctic Survival certified.

Good Conduct and National Defense medals awarded for service.

ASVAB score of 99 (maximum base score) with a General Technical score of 129.

Honorable Discharge under medical conditions due to a bilateral leg injury sustained during training exercises. Awarded with service-connected disability rated at 0%.

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