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Customer Service Network

Location:
Chapin, South Carolina, 29170, United States
Salary:
48000+
Posted:
March 17, 2011

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OBJECTIVE

To obtain a position in a leading information technology group that utilizes my skills as consistent troubleshooter with great attention to detail.

SUMMARY

Quality focused IT professional offering advanced skills and record of consistent, high quality performance In Systems/Network Installation, configuration, upgrade, migration, and problem resolution activities. Proven ability to create and deliver solutions that meet corporate objective tied to business and technology performance. Comfortable while operating in a wide range of network platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues. Professional career exhibits a record of strong achievement and significant contributions. Outstanding people skills with the ability to generate loyalty in any organization. Extensive technical background, organizational abilities, and strong people skills business experience. Five years Military service. Top Secret Security Clearance.

EDUCATION

Information Systems, Bachelors of Science January 2009 – Present

Strayer University, Newport News, Virginia

GPA 3.4/4.0

Studies focused in Network administration and Computer Security.

EXPERIENCE

Help Desk/Desktop Support February 2008 – Present

Mainsail LLC, Norfolk, Virginia

DOD Contractor, responsibilities include installation of new Workstations and Printers. Installation and configuring MS Windows XP Professional, MS Office Professional 2007, Adobe Acrobat Professional, VPN Client, Symantec Client Security and other software packages. Creating and deploying images for desktops and laptops using Acronis and Ghost software, setting up and maintaining e-mail and user accounts. Provide VTC support.

Communications Focal Point Technician December 2006 – January 2008

United States Air Force, Warner Robins, Georgia

Provided C4I systems support to 25K customers in 6 MAJCOMs, 2 operational flying units, and 39 associate units. Monitors, documents, and up channels mission-critical ticket info; enables rapid C2 decision-making for leadership. Processes trouble ticket information into Remedy database ensuring effective action is initiated on all problems. Employs security countermeasures--protects integrity/availability/confidentiality of $25M AF enterprise network.

Kunsan AB, Help Desk Tech December 2005 – December 2006

United States Air Force, Kunsan, Korea

Troubleshoot network configuration and connectivity issues for the $8.1 M Kunsan AB Network Enterprise directly supporting 8 FW customers and associate organizations. Creates and deletes network accounts. Actively organizes and manages network objects, services, user accounts, group accounts, security permissions and trust relationships through Microsoft Active Directory. Manage user accounts and trouble tickets using the Remedy Action Request System for both the NIPRNET and SIPRNET. Monitor the Help Desk organizational mailbox utilized by base Client Support Administrators (CSAs) for problem resolution. Informs squadron leadership and base users of network outages. Administers, monitors and tracks HHQ-directed Communications Tasking Orders and Time Compliance Network Orders. Keeps 7 AF and HQ PACAF apprised of network status and system availability. Remotely monitors network devices with HP Open View.

Messaging Exchange Tech November 2004 – December 2005

United States Air Force, Barksdale AFB, Louisiana

Administered the network operations center’s Microsoft Windows Active Directory domain and Exchange Server metropolitan area network. Installed and configured software operations system and network operations application software. Responded to trouble calls and console messages due to hardware, software, and communications failures. Answers network and messaging service status inquiries and performs operator maintenance of peripheral equipment. Processed incoming and outgoing message traffic for SECRET Internet Protocol Router Network, Nonsecure Internet Protocol Router Network, and Defense Message System (DMS). Provided DMS technical support to over 200 customers. Monitors, operates, and provides command and control (C2) of network nodes. Provided customer service to assist in operation, restoration, and configuration of messaging software and operating systems.

Client Support/Help Desk September 2003 – November 2004

United States Air Force, Barksdale AFB, Louisiana

Experience in the computer industry as a Client Support/Help Desk Technician and support representative. Base focal point for all communication. Configure and monitor hardware and software for system operation, processing, control of data flow, and client-server multi-user system support including network administration. Collects and reports network performance metrics using Remedy Action Reporting System, Core Automated Maintenance System, and Maintenance Control Logs. Monitors, coordinates, and controls manpower/material use in support of maintenance production. Oversees eight equipment accounts valued $166M. Maintains base network, mission systems, and associated equipment status. Prepared outage documentation and open Incident reports for the commander status briefings. Operates base communications processor and Port Expansion Processor (PEP) supporting the Strategic Automated Command and Control System.

REFERENCES

Available upon request

Skills

Adobe Pro

Adobe Reader

Adobe Flash

MS Office Suite

Microsoft Visio

Snagit

Ultraedit

Symantec Anti Virus

ActivClient

Remedy

Hyena

Active Directory

Gold Disk

Remote Desktop

Acronis

Ghost

Tivoli

HP Openview

Avaya

Ethernet/Token Ring Protocols

Mother Boards

Video/Sound Cards

CD/DVD Drives

Memory Modules

IDE/EIDE/SCSI

Scanners

Printers

Java

Visual Basic

AIX/Linux/UNIX

Windows Vista/XP/7

Certifications

Comptia A+

Comptia Network+

Comptia Security+



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