Customer Service Project

DAVID A. MANGUS

***** ******* *** ****, *****, TX 78621 951-***-**** ***********@*****.***

Highlights of Qualifications

• Ensured all systems are hardened, logged and monitored

• Escalated and coordinated appropriate action for security incidents

• Adhering to high-quality standards and best practices, high performance, and scalable, repeatable processes and deliverables in accordance with applicable regulations.

• Conducted regular patch audits of systems

• Analyze, troubleshoot, and investigate security-related, information systems.

• Experience in managing all phases of project and development life cycles, including successfully delivering end to end solutions.

• Interfacing with Systems Engineering Team to ensure appropriate security measures are in place.

• Expert level of capability and understanding of project management and planning.

• Experienced in facilitation, collaboration, communication and presentation skills.

• Experienced in operating in a global capacity related to project management.

• MS Office Tools (e.g., Outlook, Word, Excel, Project, PowerPoint, Visio) and SharePoint. In-depth knowledge of IT education and training

• Conducted forensic analysis of security incidents

• Goal oriented and ability to work in high stress demanding environments

• Ability to creatively solve unusual and difficult problems when logical methods have failed

• Expert with HTML, Share Point, Front Page, Dreamweaver

• Monitored security bulletins, determining applicability and coordinating action plans

• Expert in NTFS security, DNS, DHCP, OSI, LAN, WAN, TCP/IP, WINS, cabling and Ethernet, Patch panels, Cisco switches and routers.

• Expert in repairing and assembling PC components.

• Skilled in the use of Windows 98, Windows 2000, Windows ME and XP, Vista and Windows 7.

• Managing anti-virus for server systems.

Employment History

• United States Marine Corps 2002 thru 2010

• Time Warner Cable 7/2011 thru Current

Network Administrator (Supervisor)

• Handled the tasks of designing and deploying complex networks in multiple locations that connected to a central location.

• Administered and installed Windows XP professional and configured NTFS

• Performed the tasks of troubleshooting basic network issues to maintain maximum uptime.

• Administered and maintained a network for over 500+ users.

• Handled the tasks of configuring DNS, TCP/IP and DHCP

• Responsible for User account creations, IA training, and user permissions.

• Supervised and evaluated 5-10 coworkers on a daily basis and ensured tasks were completed correctly and quickly.

Help Desk Administrator, Commercial Call Center

• Analyzed and corrected problems with Microsoft Word, Excel, Power Point, Front Page, Outlook, and other commonly used programs on a daily basis.

• Solved technical problems by quickly identifying them and resolving the user’s issues.

• Worked in both a team, and individual environment for customer support while dealing with application problems.

• Created and designed guides and walkthroughs on how to fix common troubleshooting issues.

• Received telephonic calls to resolve, troubleshoot and escalate when needed, customer service calls dealing with commercial customers on a daily basis.

• Call center expertise in operating the phones and the required software usage to annotate all calls received and resolutions made.

Share Point/Web Administrator

• Designed and created custom web parts for a multi-user collaborative work suite complete with custom scripts and templates.

• Maintained and managed 100+ Share Point pages, sub-pages, and over 300+ custom web parts for an environment with over 500+ users.

• Created intricate web templates, forms, custom scripts for the commands forward web presence.

Educational Summary

• Data Network Specialist Course, Communications Electronics School

• Information Systems Specialist, Communications and Electronics School

• Tactical Network Specialist, Communications and Electronics School

• Cisco Certified Network Administrator, Marine Net

• Java Programming Course, Marine Net

Additional Information

• Known for completing tasks on time and under deadline. Recipient of many performance awards.

• Currently holds a valid DoD SECRET clearance.

• Holds a DD214 with a Honorable Discharge from the USMC

• Security+ Certification

• Recognized Marine awarded with several medals, merits and certificates of appreciation.

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