Technician Customer Service

Stanley L. Dorsey

**** * ******* **** ******* IL, 60651

*******.*.******@*****.*** • (C) 773-***-****

Systems Administrator • Help Desk Technician III • Information Security Manager

Highly accomplished IT technician tier III, with dynamic leadership skills and comprehensive experience leading diverse, productive teams to achieve organizational objectives. Results-oriented strategic thinker and decision maker with ability to quickly assess solutions that improves business functions. Demonstrates success directing projects and new program updates, while effectively managing customer’s computer issues. Excellent communication skills with proven success collaborating with executive teams and across large organizations to facilitate policies and ensure regulatory compliance.

Qualification Highlights

• Extensive experience working with all aspects of in-house developed systems

• Expertise in full project life cycle development for implementation and integration.

• Polished leadership skills, with ability to motivate teams to increase productivity.

• Deep understanding of technology with the focus delivering business solutions.

• Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

TECHNICAL EXPERTISE

Software ~ Windows 2003 Client & Server, MS Office 2003/2007, FTP /

TCP/IP, Remedy, CISCO, SMS, Netscape, MS Exchange, VPN, SQL, Norton Ghost, Partition Magic, MS Active Directory, Directory and Resource Administrator; SBSS (Standard Base Supply Systems) Oracle 9i., Pure Edge, Windows Vista, IE8

Systems ~ Windows 7, Windows Vista, Windows XP, Windows 2000, Windows NT 4.0,

MS/DOS, Mac/OS

Hardware~ IBM Mainframe, Dell Servers, Compaq, Dell, Apple Mac

Certifications ~ COMPTIA SYO-201 Security +

PROFESSIONAL EXPERIENCE

Help Desks Systems Administrator

ITT (August 2010- Present)

As the Help Desk Administrator I am responsible for all aspects of the operation and maintenance of the Help Desk. Required to possess a level of experience and proficiency to conduct troubleshooting procedures with the customer either when present or over the telephone. Performs fault isolation and diagnostic functions necessary to determine corrective action to restore normal operation of the users computers. Add users to the network create user accounts, reset passwords and have a basic understanding of maintenance allocation charts (MAC) and internet protocol (IP) addresses. Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC) or notebooks that are authorized access to the network. When the restoration is beyond the scope of the help desk technician the help desk will dispatch a qualified technician to the customer's location. The duties requires that the help desk technician receives and logs work request using some applications such as Remedy, Facet, or related applications that is approved by the local DOIM. Ensures that supported customer accurately completes the approved work request with the date and time of submission. The help desk technician must provide the customer with the current status of work or service requests consistent with the established timeline's associated with priority systems. The help desk technician must ensure the maintenance technicians close out their work orders properly and calculates the total man-hours expended, cost of repairs where applicable, and then logs the work order in the automated system.

Financial Systems Administrator

KForce Government Solutions (KGS) (55,000) (April 2009- August 2010)

Provide computer support for the 20th Comptroller Squadron. Effectively manages Active Roles user accounts and MS exchange accounts. Monitor daily backups for Citrix Servers, Windows Server 2000 and 2003. Provides Hardware and network support for all finance customers via remote desktop support. Manages oracle based Automated Business Systems. Automated Data Processing Equipment Custodian (ADPE), in charge of purchasing new systems and ensuring all systems maintains required specifications for any network changes. Responsible for submitting Remedy tickets and work orders, ensuring any computer issues are updated within 24 hrs. Software and Hardware installation, configuration, and maintenance Support, trouble shooting and helpdesk Support.

Computer Operations Supervisor

DynCorp International ($49,000) (August 2006- April 2009)

Provided first-level technical support for global IT infrastructure supporting employees throughout the U.S. and overseas. Maintain logistical tracking database for $50 million Air Force Government Contract.

• Troubleshoots hardware, software and connectivity issues for a mixed UNIX, Windows NT/2000.

• Installed hardware and software for all local users CPU systems.

• Created quarterly analysis for computer assets and software licenses purchased for contract personnel.

• Created joint forces database tracking software to analyze shipping data.

• Provides Customer service for all incoming help desk issues.

Network Systems Analysts/Helpdesk Support Technician

United States Air Force ($38,000) (November 1998-August 2006)

Worked as the Network System Administrator for the 20 Logistics Readiness Squadron; provided on time customer support for numerous computer issues. Designed, developed and implemented databases within. Provided customer support for active duty personnel assigned to Logistic squadron.

• Non Commissioned Officer in charge of 800 Microsoft Active Directory/ Exchange accounts.

• 8 years experience in troubleshooting and maintaining Cisco routers and switches and network components.

• 7 years experience using Fluke devices to ping and trace network connectivity issues.

• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

• Proficient in printer server management and troubleshooting printer malfunctions.

• 5 years experience with VERITAS Backup Utility software.

• Proficient with computer rebuilds and hardware installations.

• Managed daily VERITAS Backups for all Server Applications.

• Performed numerous server systems restore and reconfigurations, and hardware maintenance.

• Conducted mass install of Wireless VPN routers throughout the Shaw Air Force Base installation.

• Primary ADPE (Automated Data Processing Equipment) custodian maintained over $500,000 of computer assets.

References

SMSgt William Anderson 803-***-****

Jenny Bost 803-***-****

MSgt (Ret) Leroy Brown 803-***-****

Education

Lackland Air Force Base, San Antonio TX

Network Management Training

Shaw Air Force Base SC

Professional Leadership School

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