Customer Service Technician

Michele R. Johnson

**** **** **** ** *** ****E . Marietta, GA 30067

Phone 757-***-****

E-mail: ******.*******.*@*****.***

Looking for positions in Columbia, SC

Will not require relocation assistance

Summary of Qualifications

. Active DoD Top Secret and NATO Secret security clearance/SCI eligible

(Exp July 2013).

. 10 years honorable service in the United States Navy.

. 8 years of experience in the Information Technology field with expertise

in troubleshooting Local and Wide Area networks, hardware/software, and

operating systems.

. An Information Technician with a strong background in installing,

configuring, and troubleshooting Desktops, Printers, Mobile Computers,

Cisco (routers/switches) and Microsoft products.

. Strong leadership, analyzing, and problem solving skills.

. Excellent verbal and written communications plus superb customer service

skills.

Education and Military Training

. Associates of Arts in General Studies, December 2011, University of

Maryland University College, Information Systems Administrator "C" School

NEC 2735 (2009), Transmission Systems Technician "C" School NEC-2379

(2004), Information Systems Technician "A" School (2002), completed 10

professional Information Technology related training courses and 115 Navy

Knowledge Online training courses, qualified Information Dominance

Warfare Specialist.

Professional Certifications

. CompTIA Security Plus, CompTIA Network Plus, ITIL v 3 Foundations,

Actively pursuing CCNA (projected completion December 2012)

Technical Skills

Windows XP/Vista/7, Office 2003/2007/2010, Windows 2003/2008 Server, Active

Directory, PC Hardware, Citrix, Tivoli, Remedy Ticket, Network Support,

Norton Ghost Server, Exchange Server 5.5/2003, SIPR Taclane, HBSS, SOP

Documentation, Hardware/Software Procurement, VOIP, IT Project planning.

Hardware: Dell Servers 1855, Catalyst switches: 2950, Cisco Routers: 7206,

7600 series Sidewinder G2 FW, and Cable Management: Fiber Optic, Ethernet

Cabling. DSCS and CWSP satellite systems, EHF FOT systems, UHF line of site

SRC-27 radio, UHF Satcom Digital Modular Radio, TD-1271 DAMA, FCC-100,

Tactical Variant Switch, TA-970 red phone, Various voice and data crypto

equipment.

Work experience

June 2012 - December 2012 Engility Corporation, HQ ISAF, Kabul, Afghanistan

Information Management Officer

. Responsible for PC hardware repair for 980+ US military, DoD civilian and

contractor personnel located on ISAF Headquarters in support of Operation

Enduring Freedom.

. Responsible for IT hardware accountability valued at $1,000,000.

. IT point of contact for troubleshooting Windows 7/XP, Tandberg VTC

equipment, Cisco IP phones and multi-function printing devices.

. Responsible for imaging, issuing and connecting US government computer

equipment and to secured and non-secured DoD networks.

. Troubleshooting and identifying hardware failures in computers, multi-

function printers and other equipment, repairing onsite if possible or

escalating to off-site repair facilities.

. Identifying correct network connection failures on secured and non-

secured DoD networks.

May 2009 - May 2012 Naval Computer and Telecommunications Station Naples,

Italy

ONE-NET Enterprise Service Desk Technician, TNOSC

. Providing internal technical support for 10,000 ONE-NET employees Oconus

wide, back-up support for the Local and Wide area Network administrators

including performing installation, removal and re-installation of

software applications for Enterprise One-Net regions Naples, Italy; Souda

Bay, Greece; Sigonella, Sicily; Rota, Spain and all external support

elements.

. Use various utilities such as Tivoli to aid and assist installs and

reconfigurations of drivers, network configuration, network printer,

local printers, software applications, TCP/IP configurations and hardware

troubleshooting.

. Reset user passwords, mapped network drives to various servers, granted

administrative rights to end users for installation and redirecting user

profiles for ONE-NET workstations.

. Correct ONE-NET workstation accounts for primary and resource domains.

. Support company, Virtual Private Network, and Microsoft Outlook Web

Access clients.

. Provide support for all Window based applications and data entry

applications used by One Net users.

. Software and hardware support for 2003 servers.

. Software support for Web, Citrix, and all financial applications.

. Software distribution using Package Distribution Manager application.

. Report all security incidents and technical vulnerabilities in accordance

with the Information Security Programs.

. Ensure users have required documentation in support of certifications and

accreditation for DoD Information Assurance Certification and

Accreditation Process (DIACAP), included compliance with applicable

policies and regulations for all One Net systems.

. Managed a server farm of 37 servers, which consisted of UNIX, Windows

2000, and Windows 2003 servers.

. Created 1320 user and administrator accounts, home directories, profiles,

e-mail mailboxes, and managed the share and security permissions of

folders and groups in a Windows 2003 server and Exchange 2003

environment.

. Configured over 50 Cisco Routers and Switches, and managed the functions

of the Serial, and Fast Ethernet interfaces.

July 2008 - May 2009 Combined Joint Task Force, Horn of Africa

WAN/LAN Administrator

. Managed the installation, operation and maintenance of the Horn of

Africa Support Wide Area Network satellite communications suite in

support of contingency operations throughout the Combined Joint Task

Force Horn of Africa are of operation.

. Provided mission vital voice over IP and secure and non-secure data

communications for over 30 joint military and contractor personnel.

. Troubleshot and managed Local Area Network and Wide Area Network

architecture.

. Maintained existing accounts for over 600 users in US Africa Command

Active Directory.

. Reset user passwords and redirecting user profiles for US Africa Command

workstations.

May 2004 - July 2008 USS Dwight D. Eisenhower, CVN-69, Norfolk, Virginia

Communications Watch Officer

. Primary Automated Digital Networking System administrator, maintaining

Secure and Non-Secure Internet Protocol connectivity from ship to shore

and shore to ship ensuring timely email delivery for 3,000 users.

. Overall responsible for maintaining steady connectivity to all off ship

communications mediums such as Super High Frequency, Extremely High

Frequency, Ultra High Frequency High Frequency and, Very Low Frequency.

. Responsible for maintaining steady connectivity of Super High Frequency

Secure/Non-Secure Voice & Data Communications links and Plain Old

Telephone System (POTS) phone lines.

. Responsible for coordinating Video Information Exchange System (VIXS) and

Joint Worldwide Intelligence Communications System (JWICS) Video Tele-

Conferences/Video Tele-Training.

. Communications Switch (PSAX 1250/2300) and Automated Digital Networking

System Echo subject matter expert.

. Digital Modular Radio (AN/USC-61) subject matter expert.

March 2002 - May 2004 NCTAMS LANT Norfolk, Virginia

Traffic Watch Officer

. Responsible for the timely processing of over 10,000 Naval and DoD

messages daily in support of fleet readiness.

. Conducted daily training on various message processing systems such as

PCMT, Multilevel Mail Server and NOVA systems.

. Troubleshot a number of issues resulting in timely message processing of

over 4,000 naval messages per shift with a less than 1% circuit outage

rate.

Contact this candidate