Service Desk Technical Support

Melisa Reed ***********@******.***

Phone: 803-***-****

Clearance Level: TS

Professional Summary

Experienced Network Engineer with over 8 years of expertise in designing, implementing, and maintaining complex network infrastructures. Skilled in troubleshooting and optimizing IP connectivity, enhancing network performance, and ensuring system security. Proficient with a wide range of networking technologies, including LAN/WAN/VLAN, VPN protocols (IPSec, SSL), and network monitoring tools like SolarWinds. Adept at managing user accounts, configuring routers and switches, and providing technical support for both hardware and software. Known for a methodical approach to problem-solving, effective communication, and collaborating with cross-functional teams to drive successful network operations. Seeking to leverage my expertise in network systems to contribute to the growth and efficiency of a forward-thinking organization.

Certifications

CompTIA Security+

MCSA

CASP+

CCNA

ITIL

AZ-104

Core Competencies

Network Troubleshooting & Performance Optimization

IP Connectivity & Network Security

Fiber and Copper Cabling

System Configuration & Backups

Service Desk & Help Desk Management

Multi-platform User Account Management

Hardware/Software Support & Configuration

SNOW (ServiceNow) & Remedy Ticketing

VPN Technologies (IPSec, SSL)

SolarWinds Monitoring

Desktop Support

VLAN/WAN/LAN Design & Implementation

Professional Experience

Abacus, Shaw AFB, Sumter, SC

Network Administrator (Sept 2023 – Present)

Troubleshoot and optimize IP connectivity and network performance.

Ensure system security by managing device configurations and backups.

Monitor network switches and resolve any detected issues.

Review SNOW tickets and assist users with discrepancies.

Troubleshoot and manage JWICS (Joint Worldwide Intelligence Communications System).

Build CAT 5/6 cables and provide fiber/copper patches for network maintenance.

Configure AFJUC phones and submit ICP tickets for new device network placement.

Service Desk Technician (May 2023 – Sept 2023)

Created and managed JWICS user accounts per SSO authorization.

Reset passwords and assigned users to appropriate security groups.

Provided technical support via ServiceNow system and managed updates.

Troubleshoot and resolved issues with all assigned intelligence assets.

Delivered support for 9th AFCENT users and intelligence networks.

Agile Defense Inc., Shaw AFB, Sumter, SC

Service Desk Manager (March 2022 – April 2023)

Administered and reviewed ATCTS profiles in compliance with IA standards.

Resolved ARCENT user requests and remedied network-related issues.

Created user profiles in Active Directory and granted permissions via DEPO.

Oversaw Service Desk procedures to ensure ARCENT standards were met.

Provided the team with updates Microsoft Suite.

General Dynamics IT, Shaw AFB, Sumter, SC

Help Desk Technician II (Aug 2021 – March 2022)

Reviewed and maintained ATCTS user accounts per ARCENT IA requirements.

Resolved network issues for mobile devices, virtual assets, and VOIP phones.

Assisted with classified system access via token request/management.

Applied images to systems and ensured proper network access.

Magaero Space, CJTF-OIR, Kuwait, Camp Arifjan

System Administrator (Jan 2021 – July 2021)

Configured and troubleshot LAN switches, routers, and VPN concentrators.

Utilized SolarWinds for network monitoring and issue resolution.

Supported IPv4/IPv6 routing and advanced network technologies such as OSPF and BGP.

Managed VPN technologies and SSL/IPSec protocols.

ComTechTel, CJTF-OIR, Kuwait, Camp Arifjan

Service Desk Technician (Nov 2018 – Jan 2021)

Administered ITSM Remedy for user accounts and system support.

Identified issues and provided customer facing technical support.

Managed Active Directory, reimaged laptops, and processed PKI tokens.

AECOM, Bagram, Afghanistan

AWRDS/LMP Analyst (Feb 2016 – Oct 2018)

Performed duties according to AECOM SOP and Army regulations.

Provided timely resolution to technical software and hardware problems.

Managed equipment reservations and worked closely with data quality teams.

Vectrus/KBOSS, Camp Behring, Kuwait

PC Support Technician (Jan 2015 – Jan 2016)

Joined multiple network platforms to the domain and configured systems

Installed, configured, and diagnosed network, printers, operating systems, and drivers.

Provided ticketing support via Remedy ITSM and Active Directory management.

Education

American Public University, Charles Town, WV

Bachelor of Arts in Psychology (Currently Attending, GPA: 3.00)

Job-Related Development & Training

Computer Applications Training

VMware Horizon

DEPO (Defense Enterprise Provisioning Online)

TA/ETA TMS SIPR Token

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