Customer Service Software

KENNIETH R. MALONE

**** *****, **.

Chunchula, Alabama

(Cell) 251-***-**** (Home) 251-***-****

***************@*****.***

OBJECTIVE: Obtain a communication position, which will allow me to utilize skills and experience.

Summary: Dedicated and dependable professional offering a strong background in systems analysis and operations, personnel supervision and training and development. Proven leader who can organize projects individually or as part of a team effort.

Clearance: Secret

Military: United States Air Force (Honorable Discharge)

Technical Network Administrator skills:

Communication Equipment:

PSC-5, LST-5, URC-1319, RF-500, PACER BOUNCE, PRC-177D

PRC-117, PRC-133 and INMARSAT.

Cryptographic Equipment:

KIV-7, KY-57, KY-99, AN/CZY-10, KG-84, KG-34, KY-65

Antennas:

AT-197, DC-80, DMC-120, AV-2040, AV-122, AT-1011, NVIS.

Aerostat Operator (AO): Controls the payloads, software, and sensors to respond to customer requests including intelligence, surveillance, and reconnaissance tasks. AO performs various preflight and post-flight tasks. Completes flight logs and tracks and performs maintenance on the aerostat and support systems with crew members and customers to accomplish all mission requirements. Trouble shoots and repairs electrical and fiber optic lines and components.

Persistent Ground Surveillance Systems (PGSS): • Lighter-than-air (LTA), especially programs such as PTDS or RAID • UAV, UAS systems experience • Fiber optic troubleshooting and repair • Electronic troubleshooting and repair • Computers and networking • Sensor operation • ISR

• Hand Controller: Electro-Optical (EOW 10-200mml Zoom., EON 955mml Fixed Zoom, IR 27mml, 135mml, 675mml, 2024mml Fixed Zoom),Video in Control (VIC), AVT Gate Modes (Scene, Cora-Auto/manual, Centroid), Focus, Menu, Geo Focus, STOW, Laser Range Finder (LRF), POL, IR Calibration, AID-RAID, Zmulti.

• Overlay: Air Craft Heading, Elevation, Target Information, Camera Information, AGIG, Magnetometer, Pitot tube.

• PGSS/GCS Hardware: Gondola Data Flow (Piccolo (RS232/RS432) Cable, Net Jr., Fiber Media Converter, Ethernet Cable, Gondola Network Switch, Tether Fiber, Mooring Platform, Manager Console, 3D-Visiualizer, Utility, Weather Station, Data Transfer Switch(DVI,VGA), MX-15 / MX-15i Camera.

• PGSS/GCS Software: Telemetry, TCOM, Piccolo (Baud Rate), Gate Keeper, Weather Link, NexStorm Lite, Terra Sight 3D Visualizer and Geo Registration Server, CP Tension, Wind speed, Aerostat Pitch, Aerostat Roll, Ballonet, High / Low Rate Video

Employment:

ST Mobile Aerospace Engineers “MAE” (Mobile, Alabama)

Man a Help Desk position answering calls and emails from user’s worldwide with client issued proprietary databases, software, software configuration control and systems. Maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance. Troubleshoot to determine problems for customer specific operating systems and applications and records this in the Remedy database. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. Responsible for opening, tracking and closing trouble tickets to ensure problem ownership and promotes end-user satisfaction. Possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites with experience and knowledge of installation, configuration, and troubleshooting of computers. Requires strong communication and excellent customer service skills. Role may be considered mission critical

PROPRIETARY SYSTEMS SPECIALIST 1 (Maxwell-Gunter A.F.B., Montgomery, Al)

Man a Help Desk position answering calls and emails from user’s worldwide with client issued proprietary databases, software, software configuration control and systems. Maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance. Troubleshoot to determine problems for customer specific operating systems and applications and records this in the Remedy database. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. Responsible for opening, tracking and closing trouble tickets to ensure problem ownership and promotes end-user satisfaction. Possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites with experience and knowledge of installation, configuration, and troubleshooting of computers. Requires strong communication and excellent customer service skills. Role may be considered mission critical.

IT Specialist, AFSB-IZ (Balad, Iraq-July 2008-Jan 2010)

Information Technology (IT) Specialists support the AFSB-IZ Brigade S6 and subordinate units with information management, help desk, and computer technician support, separate from the systems administration support provided by TAMSCO technicians. IT Specialists are assigned to either the Brigade S6 or to one of two subordinate Battalions, but remain under the operational control of the Brigade S6. Battalion IT Specialists provide direct support to the battalions and interface between the Battalion Commander and the Brigade S6. Brigade S6 IT Specialists provide support to the Brigade Headquarters, 2 subordinate Battalions, 6 Logistics Support Elements, 12 Theater Property Book Offices and 11 LOGCAP Regional Support Offices. Duty location for Brigade/Battalion IT Specialists is at LSA Anaconda (Balad), Iraq. Provide support to ensure system connectivity, performance throughput, security validation, availability, data integrity and data recovery, including, but is not limited to, performing system installation and configurations, establishing network addresses and connections, monitoring system performance, adding and removing users, establishing shared file and print systems, supporting hardware and software maintenance and upgrades, conducting system and data backups and recovery, performing security checks, performing resource management and providing general system support required to ensure reliable system operation. IT Specialists work within guidelines established by the two major networks which support AFSB-IZ: (1) The MMCS network of Fort Monmouth, NJ and (2) The base NIPR and SIPR networks specific to Iraq. Report all relevant issues and trouble tickets in accordance with guidelines and procedures established within each of the above respective networks. In a case of hardware failure unable to be resolved by the S6 staff, IT Specialists will address the failure to the TobyHanna CECOM FRA or as directed by the network administrator

• Possess sufficient IT knowledge and experience to install and troubleshoot the following software programs and applications: Windows XP operating system, Adobe, Forms Flow, Symantec Anti-Virus, Create and manage the latest Symantec Ghost Imaging Server, Winzip, Microsoft Office, Active Gold Smart Reader, Harris Stat Scanner, Fedlog, Citrix, PBUSE, ULLS-G, Citrix, Java, BC Wipe 3.0, Power DVD, download drivers, install the latest patches and security updates to all software deemed pertinent to the mission of the AFSB-IZ.

• IMO in Iraq for base NIPR and SIPR network• Specialists must possess both NIPR and SIPR accounts on all pertinent domains they are required to support (i.e. MMCS and base networks).

NATO TRAINNING MISSION IRAQ (Baghdad, Iraq- November 2006-November 2007)

Perform Tier I and II systems and network administration including all user account administration, application installations, workstation relocations, network troubleshooting, and network monitoring. Utilize REMEDY to create and track user requests, while supporting management with reports on infrastructure performance. Draft and release outage messages designed to inform the user community of impending network interruptions. Sound leadership qualities, in addition to technical expertise with the Windows 2000/XP operating systems. Provides first level problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of problem. If unable to diagnose problem and/or problem requires physical interaction with end user dispatches field engineers from appropriate team. Opens tracks and closes trouble tickets; ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.

Information Security Specialist (IDS): (NGA, St. Louis, Mo. –August 2005)

Performs a complex range of Intrusion Detection System (IDS) installations, conducts network monitoring using Network-based Intrusion Detection Systems and Host-based Intrusion Detection Systems, and carries out IDS performance tuning. Utilizes monitoring, performance analysis, and network management software and hardware to trouble shoot and isolate problems, gauge network performance, and trace data and protocol activity resolution of security issues. Generates IDS installation plans to include sensor placement analysis and implementing solutions to operational problems within the capacity and operational limitations of installed equipment. Develops and executes contingency plans for IDS software and hardware failures.

INFOSEC Analyst: (Defense Information Security Agency (DISA) Scott AFB, IL. -January 2004)

Perform network vulnerability analysis and reporting. Perform network security monitoring and analysis, identifies suspicious and malicious activities, identifies and tracks malicious code (including worms, viruses, Trojan horses, etc), enters and tracks events and incidents. Supports incident escalation and assesses probable impact and damages, identifies damage control, assists in developing course of action and recovery procedures. Knowledge of LANs, VPNs, Cisco 2600, 3600 Routers / Cisco 6500 Switches Routers, firewalls, Applies knowledge of current IA policy at the national IA structure, roles of major organizations how they interrelate and interact, and shortcomings in this structure. Reviews and recommends IA solutions to customer problems based on an understanding of how products and services interrelate and support the IA mission and the viewpoints of the consumers of those products and services. Analyzes and recommends resolution of IA problems based on knowledge of the major IA products and services, an understanding of their limitations, and a working knowledge of the disciplines of IA.

Certifications:

Defense Information System Agency (DISA) Information Assurance Awareness Training, 2004 (Completed on June 22, 2005).

Defense Information System Agency (DISA) System Administrator Certification, Level I System Administration. January 27, 2005.

Department of Defense Information Technology Security Certification & Accreditation Process (Ditscap Volume 1.1) January 03, 2005.

Department of Defense Information Assurance Policy & Technology (IAP&T) January 03, 2005.

Department of Defense Information Assurance Awareness (DOD IAA) January 03, 2005.

Training:

Internet Security: Firewall Principles (Firewalls and network security, firewall technologies, Proxies and gateways, Firewall implementations) (January 04, 2005).

DoD Rcert Missions-April 20, 2005.

FSO Mission-April 28, 2005.

DISA CONUS Orientation-April 28, 2005.

CONUS RNOSC Orientation-April 28, 2005.

CONUS RCERT Orientation-May 02, 2005.

NIPRNET-Windows NT (ARIN, RIPE, WHOIS, FSecure, PGP, PKI, CD Daily) Tools & Functions-April 28, 2005.

SIPRNET-Windows NT (Big Brother, Posting Daily Reports, DoD WHOIS, Validate Log Entries, RCERT/GNOSC, AOR Daily Reports, DISA CONUS Standup Briefing, COI Daily Products, Transmit AOR/COI Daily/Event/Incident, FSecure Tools & Functions-February 02, 2005.

DoD CID (DCID), Analysis Console For Intrusion Databases (ACID) Server, Joint Analysis Server (JAS), TCP DUMP, ISS Real Secure, Event Triage, Incident Reporting, COI/AOI Workflow, Anti-Virus Support (DoD CERT/Symantec/McAfee/TrendMicro AV Page, IAVM Support, Fusion Referral, Law Enforcement Referral, VAAP, NSA Deconflicion, MOA’s-January 22, 2005.

Radio Operator/ Applications Specialist (15 Operational Weather Squadron) Scott AFB, IL (January 2001- January 2002)

Performed work group manager duties. Operate C2 ultra-high frequency satellite communications (SATCOM) systems; originates and processes data and notified appropriate recipients, performed SATCOM network control station duties. Operate C2 consoles in support of Defense Red Switch networks; processes Air Force four-star conferences. Kept senior leadership advice at all times on status of communications and computer systems for Air Mobility Command's Tanker Airlift Control Center (TACC). Provided first level technical support to communications computer systems users. Analyzes and tracks system outages, notifies appropriate agencies to initiate corrective action. Kept shift supervisor updated on conditions affecting work center and status of communications computer systems in the 15th Operational Weather Squadron and TACC.

Radio Operator/ Applications specialist (software/ hardware) (375 Communication Group) Scott AFB, IL (September 1999- January 2001).

Supported over 13,400 users on the 375 AW Metropolitan Area Network (MAN) with equipment valued in excess of $36 million. Provided direct support to USTRANSCOM, AFCA and automated applications processing. Diagnoses and correct problems which affect service to LAN-based information systems users. Single focal point team member for the entire network recording and monitoring all trouble calls made to the base help desk. Accountable for the status of the entire base MAN that includes over 50 LAN's. Maintained a software database which tracks all open trouble tickets and records successfully completed tasks and their solutions for future reference.

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