Maintenance Customer Service

I have over ten years of cumulative telecommunication technologies, practices, and procedures knowledge. I also possess over six years of hands-on maintenance, installation, and troubleshooting of various telecommunications equipment.

I am currently a contractor on a Department of Defense contract as a Continuity of Operations (COOP) Analyst. My current responsibilities include, but are not limited to planning, implementing and monitoring the progress of technology continuity of operations initiatives, assist in defining MEF/CMEFs for directorates within DISA, develop operation orders (OPRODs), produce executive summaries (EXSUMs), and manage various DCO sessions ranging from DNC technicians to higher level executive personnel. I am also spearheading the development of a business process analysis (BPA) for each of the technologies utilized by the various global DISA NetOps Centers (DNCs).

My previous experience includes telecommunications work, with an emphasis on Sat/VSAT, in both the private and public sectors. I also have served six years in the United States Navy as an electronics technician. This includes four years aboard ship as a RADAR electronics technician, and one year in the Middle-East as a satellite earth station electronics technician. During my term of service in the military I was awarded the Navy and Marine Corps Achievement medal for superior performance and leadership in the role of a leading Petty Officer.

SPECIALTIES

• Telecommunications Operation/Maintenance

• Computer Operation/Maintenance

• Continuity of Operations (COOP)

• Incident Management and Disaster Continuity

• Client Service

EDUCATION

• B.S. (Media Arts and Animation), The Art Institute of Pittsburgh, 2013 (projected)

• Self-teaching Open Source systems and scripting languages (Python and Ubuntu Linux), April 2011

• Global VSAT Forum Training, 2009

• Naval Electronics Technician School (RADAR/Satellite Communications), 2000

EXPERIENCE

SRA International, Inc., Fairfax, VA, 2010 to present. COOP Analyst

• I help plan, implement and monitor the progress of technology continuity of operations (COOP) initiatives

• I am currently spearheading the first ever development of BPA’s (business process analysis) for technologies utilized by various global DISA NetOps centers .

• I assisted in implementing the Concept of Operations (CONOPS) template currently in use by all of the DISA’s NetOps centers

• I currently provide analysis for DISA’s NetOps centers technology seams and gaps

• I helped to develop standards and criteria for assessing technology availability and the mitigation of configuration problems

• I assist in developing COOP concept of operations (CONOPs), operations orders (OPORDs) and tactics techniques and procedures (TTPs) for technology devolution real world events

• I currently develop and brief presentations on the operation and devolution ability of technologies

TelecCommunication Systems, 2009-2010. Satellite Customer Service Engineer

• I assisted in the implementation of systems diagnostic and maintenance tools to ensure successful operation of our satellite network

• As part of a four-man team I helped to ensure the availability and functionality of systems required to support the organization’s objectives

• While working on a twelve-hour rotating shift I monitored and identified threats/vulnerabilities to the systems ensuring confidentiality, integrity and availability

• I posses military (Navy) and commercial knowledge of telecommunication network equipment, systems, and management

• I troubleshot network problems, diagnosed system failures to isolate the source of the problems between equipment, software, and applications

• I provided technical interface with company representatives on the diagnoses and resolution of problems

• I troubleshot complex problems in a manner that minimized service interruptions in the customer’s ability to carry out critical daily activities

• I helped to manage the COOP and maintenance of military satellite voice and data communications systems

• I frequently prepared and presented briefings and reports to senior executive level management and personnel

• I was responsible for resolving customer’s network connectivity issues

• I made sure to keep abreast of the "state-of-the-art" current and advanced technology by studying technical journals and attending annual conventions

• I consistently utilized Remedy trouble ticketing system to document problem resolution and interpret trends in workload

• I assisted in performing and verifying generic upgrades, system reconfiguration, hardware changes, and system relocations

Discovery Communications, Inc, 2008 to 2009. NetOps Center Operator

• On shift I analyzed, reviewed and reported system alarms along with documenting trouble reports utilizing Lotus Notes ticketing system

• I responded to various technical problems such as service outages, poor performance, and application deficiencies in a quick and thorough manner to all appropriate personnel

• I thoroughly and efficiently referred operational issues requiring specialized expertise to the appropriate technical expert

• On multiple occasions I assisted with on-site coverage during Discovery’s “live feed” events based on organizational commitment to the customer

XM Satellite Radio, Inc, 2006 to 2008. NetOps Center Controller

• I was part of a select few that facilitated technical reviews with senior management on the diagnoses and resolution of problems

• I assisted in the implementation of system maintenance tools ensuring availability and functionality of networks

• I spearheaded the review, revision, and reimplementation of procedures that ensured confidentiality, integrity, and availability of service to end user

• I quickly responded to service outages, performance issues and application deficiencies with

• On rotating shifts I continued to accurately diagnose and correct system errors on both physical and virtual operating environments

• Along with my NOC manager I interfaced with commercial vendors providing user feedback on newly implemented maintenance tools

• I assisted in providing off-site coverage (greater than one week away from home) during critical physical upgrades to the main earth station

• As a team member I helped coordinate complex satellite payload management with Broadcasting Operations Center personnel

• I utilized Remedy ticketing software to track trending data report troubleshooting status and resolution

Segovia, Inc, 2005 to 2006. Technical Assistance Center Specialist

• I acquired knowledge in Computer Information Systems (IS)

• I consistently utilized “hyperterminal” and command line actions to diagnose and recommend solutions to customer VSAT issues

• I reviewed and maintain system alarms and trouble reports using the Remedy trouble ticketing system

• I was a key player in developing criteria for assessing systems availability, capacity, or configuration problems

• I consistently troubleshot VSAT network problems, diagnose system failures, and isolate the sources of problems between equipment, system software, and applications

• I was part of a NOC team that supported customers in areas of construction, installation, maintenance and operations of site equipment

• I performed and verified generic upgrades, system reconfiguration, hardware changes, and system relocations

• I assisted in managing the COOP and maintenance of commercial satellite voice and data communications systems utilized by the military and local agencies

• I consistently provided status updates and feedback including closure of service requests and trouble reports

United States Navy, 1999 to 2005. Electronics Technician

• I served as 1 of 4 different shift supervisors that managed the availability of satellite and various other communications for deployed US military units in the Middle East area of responsibility

• As a shift supervisor I accurately maintained a record of events of all actions taken by technicians during my shift

• I served as a supervisor nine military personnel on-shift while on shore-duty; supervisor of five personnel while aboard ship

• As both a ship based and shore based supervisor I trained all junior personnel assigned to my designated work section

• As a technician and supervisor for RADAR and communication equipment I consistently performed preventative and corrective maintenance following all instruction set forth by US Navy Planned Maintenance System (PMS) standards

Hardware and Software Skills

• I posses the following skills: Intermediate computer hardware knowledge; intermediate computer networking knowledge; electronics maintenance/troubleshooting equipment knowledge; proficient in Microsoft office (2003, 2007, 2010); intermediate VSAT hardware and software knowledge; novice Python scripting language knowledge coupled with novice Linux experience

Honors and Awards

• XM Radio’s “Team Xcellence” Award – 2007, 2008

• Navy and Marine Corps Achievement Medal – 2004

• Honorably Discharged from Naval service – 2005

Professional Affiliations

• Global VSAT Forum – Member

Clearance Level

• TOP SECRET (Active)

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