Information Technology Help Desk
Resume:
DENNIS W. JONES JR.
*** ********** ***** • Warner Robins, Georgia 31088 • **************@*****.*** •
PROFESSIONAL OBJECTIVE:
To obtain employment that will facilitate growth and efficiency by using my experience and education in information technology and have the ability to utilize my instructor/trainer/IT technician abilities. HIGHLIGHTS:
Dedicated professional with 32-year history of providing exceptional IT customer service between time served in the U.S. Air Force and as a government contractor; experienced technician with in-depth knowledge of mainstream security practices, technologies, and operating environments. Served as Cyber Surety Supervisor and Technician, Communications Focal Point Technician for General Dynamics, and Systems Engineer at Axiom Corporation, and Client Support Admin-IT help desk II at Liberty Technologies. Currently serving as a Senior Systems Administrator at ASRC on Robins AFB. Possesses proven problem solving skills, with talent to quickly and accurately assess and repair network ailments. Self-motivated with proven track record of achieving results. Skilled in effectively analyzing data from multiple sources in order to make informed decisions. Flexible communication skills enable the ability to gather information and build effective relationships at all levels of an organization. Designed, planned, and implemented training programs to ensure users have proper skills and knowledge to achieve mission success. Also skilled in teaching and instructing others in various positions. EDUCATION:
Associate of Applied Science, Information Systems Technology Community College of the Air Force, 2007
Bachelor Degree, Information Technology Management University Of Phoenix, July 2021
SECURITY CLEARANCE: Secret
PROFESSIONAL EXPERIENCE:
01-2023 – PRESENT Sr. System Administrator II, ASRC Robins AFB, GA
• Monitors all F15 Avionics Integration Support Facility (AISF) ticket queues to open, resolve or reassign tickets appropriately
• Administered and managed the Assured Compliance Assessment Solution
(ACAS) platform, overseeing vulnerability assessments, system configurations, and scanning activities.
• Assisted in the meticulous management and maintenance of the IT hardware inventory system called ASTS as the system database administrator, meticulously tracking, cataloging, and updating hardware assets.
• Plans and executes Information Technology activities within 578th Software Engineering Squadron (SWES)
• Projects/administrative duties as needed: document task, management of user and operational forms, inventory records, data calls, office file maintenance, etc.
• Managed and maintained 10 virtual machines, ensuring they were consistently updated with the latest Windows operating system images, as well as all relevant security patches and updates, to optimize performance and security.
• Efficiently researched, updated, and resolved over 120 IT-related service tickets for the F15 system, demonstrating strong troubleshooting and problem- solving skills. Managed user accounts and workstations by enabling, disabling, and creating 40 SERN user profiles and workstations in Active Directory, operating at an administrative level.
• Successfully reimaged more than 50 NIPR and SERN unclassified workstations, upgrading them to the latest Windows 11 operating system image to ensure compliance with organizational standards and enhance system functionality.
• Streamlined and optimized the laptop tracking process within the WorkCenter system, improving accountability and management for a fleet of 100+ laptops, ensuring accurate inventory control and efficient device lifecycle management. Information Technology/System Administrator II - Robins Air Force Base, GA. 06-2021 – 01-2023 Client Support Admin-IT help desk II, Liberty Technologies Robins AFB, GA
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Manage the information systems of multiple medical flights for the 78 MDG out of Robins AFB that encompasses at least 500 medical personnel and computers
• Maintains user access administration via active directory
• Installs, maintains, and repairs thermal, and laser printers and/or FHE
• Install patches
• Deliver innovative, flexible, integrated solutions to meet customers Ever-changing business needs
• Install hardware and software, maintain and/or repair equipment, provide troubleshooting for a variety of computer issues, offering technical support on-site or via phone or email
• Answer incoming telephone calls, monitor and manage group email, and Voicemail contacts while providing immediate solutions whenever possible.
• Diagnose computer problems, install software and perform tests on computer equipment and programs, and set up computer equipment.
• Schedule maintenance and teach clients to use programs, perform repairs and computer parts ordering.
• Light scripting tasks as assigned
• Monitored all Global Support Center ticket queues; open, resolve or reassign tickets appropriately
• Kept management and users updated with changes in status of key systems, SLA violations or network outages
• Perform routine maintenance on switches, computers, printers, and tablets to ensure that the equipment was properly secured as well as functioning properly
• Maintain all the responsibilities of an Information Assurance Officer
• Log all incidents and user contact in a problem tracking system to be utilized for reporting and problem documentation.
• Manage/maintain the information systems for over ten medical flights in the 78th Med Group
• Work jointly with medical providers and technicians to ensure that they don't encounter extended periods of downtime caused by IT-related issues which would adversely affect direct patient care.
• Plans and executes Information Technology activities Projects/administrative duties as needed: document task, management of user and operational forms, inventory records, data calls, office file Maintenance, etc.
• Standard knowledge with Microsoft Server 2008/2012, Active Directory, GPOs, VMware
• Device Support (printers/scanners/smart phones/tablets)
• Assisted in creating the plan for Win10 deployment for 500 computers in the 78 MDG as well as completed the deployment before the deadline 05-2017 – 06-2021 Systems Engineer, Axiom Corporation Robins AFB, GA
• Assists the COR as the focal point for problem resolution and is the primary point of contact for problems (coordinates with Client Support Technicians
(CSTs) for physical resolution, as required).
• Uses a central repository for technical advice and solutions for network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support.
• Monitors network components for availability and/or negative trends using the standard Network Management System.
• Assist with reporting network performance metrics using Remedy Action Reporting System.
• Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.
• May be required to visit other locations to resolve minor hardware/software/network malfunctions.
• Other duties/responsibilities include AF portal account management, developing short training topics, administer minor changes on the telephone switch (reset passwords, etc.), and pulling LAN and telephone drops, as required.
• Coordinate with MESD (Medical Enterprise Service Desk) and GSC (Global Service Center) to work all user issues.
• Work with central server, user, and server-launched application licenses to prevent unlicensed software from being used on the network.
• Ensures all computers and networking equipment is configured according to a standard plan compliant with DHA MEDCOI security policy.
• Image/reimage/work-assist tech refresh for workstations (e.g., laptops, desktops, tablets, etc.), printer support, hand-held mobile devices, etc.
• Assists in evaluation, testing, documenting, deploying new user-base technology.
• Be assigned as and function as an equipment custodian, as needed.
• Work/facilitates the wireless extension to the base wired LAN.
• Manages integration of new customers, monitors for wireless intrusions, and coordinates new access points.
• Resolves wireless network issues.
• Assist with local user training and training assistances, perform initial fault assessment and resolution.
• Coordinate activities with Client Support Technicians (CSTs).
• Manage the GSC Remedy queues located at and/or supporting the 78th Medical Group users.
• Base level support will include those tasks required by the MEDCOI related to user support as Information Assurance Officers (IAOs) as tasked.
• Utilize Remedy Management System (RMS) or similar service, maintain historical database of reported problems, and associated events, provide the local AO with statistics of calls received, number of trouble tickets submitted, average resolution time, listing of technical bulletins and information guides issued, and trend analysis information.
• Preparation and coordination with user and the government, reports of software, operational, or documentation deficiencies. 06-2013 – 05-2017 Network Technician (NIPRNET/SIPRNET), General Dynamics Robins AFB, GA
• Assists the COR as the focal point for problem resolution and is the primary point of contact for problems (coordinates with Client Support Technicians (CSTs) for physical resolution, as required).
• Uses a central repository for technical advice and solutions for network systems, (CST/CFP drive, Tier 0, etc.), software applications assistance, automatic data processing support, hardware exchange, and repair service support.
• Monitors network components for availability and/or negative trends using the standard Network Management System.
• Assist with reporting network performance metrics using Remedy Action Reporting System.
• Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.
• May be required to visit other locations to resolve minor hardware/software/network malfunctions.
• Other duties/responsibilities include AF portal account management, developing short training topics, administer minor changes on the telephone switch (reset passwords, etc.), and pulling LAN and telephone drops, as required.
• Coordinate with ESD, MSE, ASE, and ESU to work all user issues.
• Work with central server, user, and server-launched application licenses to prevent unlicensed software from being used on the network.
• Ensures all computers and networking equipment is configured according to a standard plan compliant with Air Force Network
(AFNET) security policy.
• Image/reimage/work-assist tech refresh for workstations (e.g., laptops, desktops, tablets, etc.), printer support, hand-held mobile devices, etc.
• Assists in evaluation, testing, documenting, deploying new user-base technology.
• Be assigned as and function as an equipment custodian, as needed.
• Work/facilitates the wireless extension to the base wired LAN.
• Manages integration of new customers, monitors for wireless intrusions, and coordinates new access points.
• Work with base frequency manager to resolve interference issues.
• Resolves wireless network issues.
• Assist with local user training and training assistances, perform initial fault assessment and resolution. Assist in working, coordinating, documenting, resolving, and closing trouble tickets when tasked and coordinate activities with Client Support Technicians (CSTs).
• Manage the AFNet Remedy queues located at and/or supporting the base/users.
• Base level support will include those tasks required by the AFNet related to user support as Information Assurance Officers (IAOs) as tasked.
• Utilize Remedy Management System (RMS) or similar service, maintain historical database of reported problems, and associated events, provide the local AO with statistics of calls received number of trouble tickets submitted, average resolution time, listing of technical bulletins and information guides issued, and trend analysis information.
• Preparation and coordination with user and the government, reports of software, operational, or documentation deficiencies
• Provides SIPRNET Communications Focal Point support for reserve/tenant units for 28 Air Force installations
• Processed over 1500 Remedy tickets during tenure in position
• Resolves any issues dealing ZeroClients/ThinClients, to include initial setup of equipment
• Creates and manages over 4,000 SIPRNET User and Administrator accounts
• Involved initial setup and maintenance of organizational mailboxes and distribution lists on SIPRNET
12-2011 – 06-2013 Cyber Surety Supervisor/Assistant NCOIC, Cyber Operations Robins AFB, GA
• Managed and supervised 25 individuals
• Managed $13,000,000 communications and information mobile network; supported 250 war fighters and 9 agencies, delivering real-time data and flawless execution
• Assists base organizations in the development of individual Information Security program
• Disseminates information and ensures computer security practices are adhered to by all functional areas
• Ensures classified processing systems meet emission security countermeasures prior to system operation
• Installation focal point for Telecommunications Mapping (TMAP) and Information Assurance and Assessment Program (IAAP)
• Ensures computer software designs address information systems security requirements
• Efforts led to unit receiving first ever perfect score in a Major Command Unit Compliance Inspection
• Installed 34 security patches on 12 network servers, which eliminated security vulnerabilities on $40,000,000 network
• Implemented first ever SIPRNET thin-client solution, which involved building a $12,000 node server; greatly reducing PC tech refreshes and maintenance costs
CERTIFICATIONS:
CompTIA Security + (current as of April 2024)
INFORMATION TECHNOLOGY EXPIERENCE:
• Operating Systems/Servers - Windows 98/2000/XP/Vista/7/8/10/11, Windows Server 2000/2003/Active Directory, Directory and Resource Administrator, BlackBerry Enterprise Server
• Applications/Databases - Microsoft Office Suite, Local COMSEC Management System, ARS Remedy Management System, DISA Enterprise E-mail System, VMWare programs, Service Now, OTCnet (check scanning program), HBSS, ACAS, ASTS, eMASS EDUCATION / SPECIALIZED TRAINING
• Communications Security Managers Course (2002)
• CompTIA Security+ Course (2010)
• Information Assurance Manager Course (2008)
• USAF Airman Leadership School (2001)
• Advanced Communications-Computer Systems Operations (7-level) (2004)
• Communication-Computer Systems Operations School (1993) REFERENCES FURNISHED UPON REQUEST
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