Technical Support Network Engineer

CARL E. HECOX

Marshall, ***** Virginia 703-***-**** *****@********.***

Summary

Multifaceted IT professional with over 20 years of progressive experience in systems administration, desktop engineering, Active Directory, and technical support across federal, commercial, and enterprise-level environments. Known for providing expert-level troubleshooting, efficient deployment support, and managing IT infrastructure for high-security government agencies. Proven ability to lead system migrations, support enterprise rollouts, and maintain performance-driven network environments.

Skills

SOFT SKILLS

Problem-Solving

Communication

Attention to Detail

Time Management

Adaptability

Team Collaboration

Training for end users

HARD SKILLS

Active Directory Administration

Windows OS Deployment & Support

Microsoft Exchange Management

Office 365 Troubleshooting

Mobile Device Management (MDM)

Technical Documentation & SOP Writing

McAfee Anti-virus

Adobe Acrobat

Professional Experience

Mid-Level Network Engineer 10/2011 to Current

Booz Allen Hamilton

Network monitoring using the Science Logic monitoring tool for the Enterprise Service Operation Center

Created Active Directory accounts, security groups, and organizational units

Created standard operating procedure documentation when new processes were added to the team as well as updating current documentation as procedures change.

Provided Tier II desktop and application support for Windows 10, Office 365, and Outlook/Exchange environments, supporting over 24,000+ users.

Administered mobile devices and BYOD using MDM/MAM tools (Microsoft InTune), reducing ticket volume by 15%.

Delivered remote support via admin tools to troubleshoot network and application issues, achieving 98% resolution rate on first contact.

Managed backup solutions and performed data restoration tasks to maintain business continuity.

Created and managed corporate distribution lists, security groups, and public folder access in Active Directory.

Windows 7 Deployment Desktop Support for Booz Allen Hamilton 01/2011 to 09/2011

Affinity Network Solutions, Inc.

Executed over 400 Windows 7/Office 2010 system upgrades with zero data loss.

Developed technical documentation and troubleshooting guides aligned with business requirements.

Automated user data backups and profile restorations to streamline upgrade process.

Performed QA validation of system configuration, OU membership, and software licensing.

Supported remote troubleshooting requests during post-deployment stabilization.

Sr. Computer Analyst U.S. Department of Commerce/Economic Development Administration 11/2005 to 9/2010

HeiTech Services, Inc.

Led desktop support for 300+ users, resolving 95% of helpdesk tickets within SLA timeframes.

Supported Windows XP/2000/2003 systems and application suites including Adobe Acrobat, MS Office, and Corel.

Created Active Directory login accounts and managed access issues for enterprise applications.

Implemented video teleconferencing solutions, enabling secure remote meetings.

Authored and maintained electronic forms using Adobe LiveCycle Designer.

Systems Administrator for U.S. Department of State 06/2004 to 08/2005

Pinkerton Computer Consultants, Inc.

Administered Active Directory, Microsoft Exchange, and Lotus Notes-based applications.

Managed 200+ user accounts across multiple domains including CADEV and CAMASTER.

Performed ‘Exmerge' operations for mailbox backup and decommissioning.

Coordinated with network teams to secure and monitor server logs for compliance.

Maintained DHCP/DNS records and collaborated with security to enforce account policies.

Technical Specialist II for U.S. Department of State 09/2003 to 06/2004

Orkand Corp

Delivered both phone and deskside support for Windows 2000 and MS Office 2000 users.

Resolved login, lockout, and password issues using Active Directory tools.

Handled hardware diagnostics for desktops, laptops, and printers.

Used remote access tools for incident triage and escalation routing.

Provided exceptional customer service, improving customer satisfaction scores.

Refresh Specialist for Nextel Communications 03/2003 to 08/2003

EDS

Deployed and configured 200+ new laptops including software installations and network settings.

Backed up and restored user data during desktop refreshes.

Maintained asset inventory and prepared documentation for decommissioned hardware.

Streamlined refresh cycle, reducing deployment time by 20%.

Acted as primary point of contact during site-wide tech refresh at McLean location.

Education

Bachelor of Science: Information Technology 10/2009

University of Phoenix Reston, VA

Training Course: ICTS Corp. / Alexandria, VA 05/2001

Northern Virginia Community College Alexandria, VA

189-hour training course with lecture and hands on training for the Windows2000 MCSE track.

Diploma: Electronics Technology 02/1990

Computer Learning Center Alexandria, VA

One-year and 900+ hours Basic and Microprocessor Technology; 450 hours of Basic, Circuitry, Semiconductor Analog Devices, Digital Electronics; 450 hours of Programming in Basic, Microcomputer/Peripheral Devices, Troubleshooting Techniques, Troubleshooting Devices, and knowledge of MS-DOS.

Diploma: special studies in Architectural and Engineering Drafting 06/1979

Hayfield Secondary School Alexandria, VA

Master of Science: Information Security and Assurance

George Mason University Fairfax, VA

Certifications

CompTIA Security+

MCAS – Microsoft Office Word 2007

MCP – WIN2000 Professional

CompTIA A+ certified in Basic, Windows, and Apple

Security Clearance

Full Secret with an Interim Top Secret, DSSCO, inactive, 12/31/08

#HRJ#62088bb5-7bce-4f99-8381-f4edc5780c76#

Contact this candidate