Customer Service Support
Resume:
Mark D. Olson
Email: *********@*****.***
Summary
● Over 30 years of diverse experience in the military and contracting positions in increasingly responsible positions.
● In-depth background in organizing, motivating, and directing individuals and groups of personnel in accomplishing assigned tasks.
● Possesses attention to detail, excellent customer service skills, quality oral communication and problem solving.
● Counseled personnel on all aspects of performance and wrote monthly and yearly evaluations.
● Trained and evaluated job performance of 5-54 workers and supervisors. Current Experience
Network Manager September 2016 - Current
Network Manager for the Jared Monti Hall Simulations Center on Ft Sill, OK. Responsible for the maintenance and upkeep of nineteen Cisco brand SGE2010 Layer 3 switches and fifteen Cisco Catalyst 3650 Layer 3 switches. Duties and responsibilities consist of configuring Cisco devices, creating and managing Virtual Local Area Networks (VLANS) and subnets, to include Transmission Control-Internet Protocol (TCP-IP) and Multi-Protocol Label Switching (MPLS). Applies Security Technical Implementation Guides (STIG) to peripheral devices. Conduct tasks associated with peripheral devices to include Voice over Internet Protocol (VOIP) phones. Assists in incident management using service desk software such as AESMP-Enterprise Service Management Platform.
Previous Experience
Field Software Service Engineer August 2014 – September 2016 Field Service Engineer Senior Lead (FSE) for The Advanced Field Artillery Tactical Data System
(AFATDS), an automated FSC2 system that processes, analyzes, and exchanges combat information among the U.S. Army, U.S. Marine Corps (USMC) and other Joint architectures. Provide customer support to numerous units located on Ft Sill to include 75th Fires Brigade, the Non-Commissioned Officers Academy (NCOA) and the Ft Sill Fires Center of Excellence
(FSFCoE). Support provided includes software updates and hardware assistance through the use of IAVA’s for all PDFSC2 equipment to include AFATDS, EMT, CENTAUR, P-FED and FOS. Cross trained on multiple systems to include JADOCS and CMD-P to better provide support to the soldier. FSE provides support to Live Fire Exercises (LFX), Warfighters (WFX) and other training events as requested by the customer.
While serving as the FSE, assists users in creating and managing accounts, provides instruction on how to use computers, coordinates with other regions to ensure that problems that arise are resolved and assists with configuring software.
Displays proficiency with Microsoft Office software, including Word, Excel and PowerPoint and has excellent written and verbal skills.
Operations Specialist Lead Feb 2010 - Aug 2014
Serves as an operational expert in the areas relevant to the project. Provides experience in conducting analysis and developing solutions and in the application of information technology. Produces and reviews technical documentation reflecting detailed knowledge of specific technical area. Recommends measures to improve methods, performance, and quality of product or service, and suggests changes to increase efficiency. Assist in providing information, tracking and the monitoring of the daily activities for 27 personnel, including but not limited to;
● Processing/tracking using the Travel Request process for all travel request in support of customer support requests for CONUS, OCONUS, and deployments
● Monitors activity from the Global Support Center (GSC), and other tools/web services as required
● Assists with the processing of all travel and overtime requests utilizing web based tools, and spreadsheets
● Assist in the monitoring, tracking, and documentation of all mandatory training including certifications and continued education
● Responsible for the distribution of technical documentation/information as required in support of all FSE’s
● Provides recommendations for resolution/work-a-rounds of technical problems as needed
● Consolidates/distributes information and reports received from the FSE’s in the areas of training, updated JMULs, professional development, and trip reports as required
● Assist in the accountability of all GFE and company owned equipment for all areas to include property records
● Monitors all security related activities for all FSEs, to include visit requests that are needed in support of customer support requests
● Attends telecoms and meetings as required
Computer Systems Analyst 1 Oct 2008 – Feb 2010
Performs duties as a Computer System Analyst 1 for the Fort Sill, BCTC. Major tasks include the physical setup, configuration, operation and integration of simulation hardware and software components with other ABCS databases. Act as the primary technician and database designer for CPOF, AMDWS, TAIS, MCS, AFATDS, SISTIM, and ASAS-L. Understands connectivity requirements for all systems and can instruct on designated systems as directed by the Site Manager or Digital Integrator. Become proficient with future versions of the simulations hardware/software and operating system as they evolve. Creation and/or modification of simulations scenarios utilizing government provided software and hardware. Conduct briefings on technical data regarding scenario development. Provide updates regarding scenarios and their construction. Write instructional material and conduct classes on how to review database content and provide appropriate input necessary for the development of simulation scenarios. Coordinate with other Battle Simulation Centers and military units to exchange technical data for scenario builds and implementation of the finished product. Perform installation and backup of necessary software, and data files used in scenario development. Performs other duties as assigned by the Site Manager US Army Jun 1985 – Oct 2008
Served in multiple positions from Cannon Fire Direction Specialist (13E) to Field Artillery Automated Tactical Data System Specialist (13D) from 1985 until 2008. Served in Field Artillery units comprising lightweight towed howitzers (M102/M119) to Paladin (M109A6) over this time period using Battery Computer System (BCS), Backup Computer System (BUCS) to Advanced Field Artillery Tactical Data System (AFATDS) to process technical fire direction. Supervised a section of five soldiers to a platoon consisting of 54 soldiers over the time span. Skills and Certifications
● Certification, Cisco Certified Network Associate (CCNA), 2016, Recertified 2023
● Certification, CompTIA Security+ SYO-301, 2014, Recertified 2023
● Diploma, Advanced Leadership and Management Course, U. S. Army, Ft. Sill, OK, 2005
● Certificate, Instructor Qualification Course, U.S. Army, Ft. Sill, OK, 2004
● Diploma, AFATDS Operators Course, U.S. Army, Ft. Sill, OK, 1999
● Certificate, MCS and CPOF Operators Course, Ft. Sill, OK, 2008
● Certificate, MUSE/AFERS Basic Training, Ft. Sill, OK, 2009 Education
● Bachelors of Science (BS) in Technology, Cameron University, Lawton, OK, 2015
● Diploma, Westby High School, Westby, WI, 1985
Security Clearances
● Granted a Top Secret security clearance from the US Government: currently possess a Secret Clearance.
Contact this candidate