OBJECTIVE:

IT Specialist position leveraging my IT certifications and organizational skills from my MBA.

SUMMARY:

• Several years providing excellent network and desktop support and training
• Supported Confidential users with network issues accessing content such as media or network resources by updating folders’ access and privileges.
• Trained Confidential customers when issues could be solved by user such as clearing cache, or even general Windows usage help such as finding the additional audio setting on an app vs the system’s overall setting.
• Rebuilt 2 computer labs at Confidential Inc. using refurbished PC hardware, Linux Operating systems, and general hardware repairs to the equipment such as keyboard/mouse replacement, monitor configuration repairs, some website blocking to limit malware issues. Repaired inoperative SmartBoard presentation system and installed at Confidential .
• Provided corporate training and recommended operating procedures and controls for SmartBoard usage to maximize presentation effectiveness, as well as general usage such as start - up and shut down of system.
• Experienced at preparing and coordinating purchase requests for complex IT requirements
• Provided quality assurance and obtain approvals for Confidential ( Confidential ) requiring Government procurement.
• Ensured items requested were on white list of government approved devices.
• Compared requirement hardware to list of items available for repurpose, which would save the government funding dollars or put a project back under an NTE (not to exceed) budgetary constraint.
• Coordinated with vendors for estimates and to see if new devices had any missing requirements. For example, the correct SKU for “Smartnet” maintenance (similar to “warranty”) if a Cisco router is on the BoM.
• Experienced in software/patch updates
• Updated software versions and patching via Cisco Telepresence Management Suite (TMS).
• Rolled back software to previous version if the update caused unexpected errors, and reported the error and details for relay back to Cisco.
• High attention to detail:
• When I maintain and support systems configuration related to moves, adds and changes, such as the install an IP based system like as a desktop Confidential or room based Confidential system, I ensure that it is done neatly which ensures easy troubleshooting and adds professional aesthetics.
• Ensure moves, adds and changes and the locations are properly documented/updated in an IP endpoint database. This saves time when locating a system by IP address.
• Experienced solving issues and providing excellent customer service for a broad range of clients as well as explaining products and services available:
• The clients I have supported range from Action Officer to Senior Flag Level.
• I make technology easy for clients to use, especially if their areas of expertise are in other areas. For example, if programming a Confidential for a client, I’ll list dial in numbers prominently in their solution correspondence vs “attaching” a lengthy document for them to decipher.
• As a Microsoft Certified Professional, MCP for Windows 10 I’m very knowledgeable of the Windows products and services available to users.
• Extensive knowledge of Confidential and multimedia products and services as well as experience installing them and training customers on their usage.
• Excellent at problem solving and determining relevant variables
• My A+, Network+ and Security+ certifications from CompTIA awards me their designation CompTIA Operations Specialist and also CompTIA Secure Infrastructure Specialist. The 7 layer OSI model is often recommended to isolate problems. If a user calls needs help printing, but he can’t get to the internet either, then the problem may be a Layer 1 physical connection issue with his CAT-5 Ethernet cable.
• Variables about screen flickering would probably not be specifically relevant to the user’s printing issue, but could indicate a group of problems at the physical connection layer of the OSI model.
• My MBA trained me that resources available to solve problems are not without budget and IT can be extremely helpful to the enterprise if we can maximize new technologies. By doing so, we extend the overall budget of the enterprise and maximize support of operations.
• My excellent oral communication skills and technical assistance to determine customer’s ultimate objective:
• When I provide technical assistance, I listen to help determine the client’s full requirement so that we can formulate the best solution.
• As technology advances, solutions are sometimes simpler than what the client expected, and this can be determined with the real objective.
• Provided periodic training in a classroom setting for various levels of clients on the usage of Confidential technology - from a programming perspective and event-training perspective followed by Q&A

PROFESSIONAL EXPERIENCE:

Confidential

Information Technologist Network Support

Responsibilities:

• Repaired and expanded 2 user labs at least tripling capacity.
• Install switches, Ethernet cables, workstations in labs and facility as needed.
• Installation of Linux Operating Systems to refurbish older equipment with failed Windows OS as a cost effective software replacement as needed
• Provided a variety of IT customer support services essential to the effective performance of operating, network systems and applications, protocols, hardware and software, for example, the customization of the Linux Operating systems chosen for the labs to match the capabilities of the refurbished hardware and create a “Windows-like” experience for users.
• Provide low cost improvements ideas with large return on investment.
• Recommend new or revised operating procedures and controls to meet the operating requirements for the organizations and organizations client system users such as adding the Smartboard power down sequence to the end of day checklist in order to conserve the projector bulb’s life. For the labs, creating a means of tracking client users accessing the labs (such as a sign in sheet) to help encourage higher degrees of equipment care/accountability during use by clients
• Troubleshoot network connectivity to labs and other areas in facility as needed.
• Troubleshoot Wi-Fi connectivity issues as needed in executive areas of facility.
• Hardware and software support for 2 computer labs.
• Repaired and installed Smartboard for Executive Conference Room.
• Provided group corporate training and individual one on one system/software applications training to customers for IT equipment such as the Smartboard I refurbished and its new software from Smartech, as well as general Windows and Linux usage.
• Provided training for new IT team members on how to provide a variety of IT customer support services essential to the effective performance of IT systems, such as installation of printers, workstations, network switches and hubs, and methods that produce clean installations and cable management.
• Investigating remote network management for lab workstations using Microsoft Azure AD and Linux remote administration tools.

Confidential

Network Administrator/Installer

Responsibilities:

• Network Administrator in the Confidential Operation Center ( Confidential ) with extensive utilization of Cisco TMS and the Remedy Incident Management (ticket) system
• Set up and manage complex software solutions for the enterprise such as Cisco TMS to assist users in a multitude of ways in the enterprise not limited to reconnects, user error corrections, custom setups for high level events
• Provide support to internal and external customers with varying levels of computer skills that can range from almost none, to medium level users with some degree of Microsoft Office proficiency level skills, to high level users such as IT support personnel in different branches or users that just excel with technology.
• Coordinate with outside vendors, such as Cisco, for Return Material Authorization (RMA) of equipment covered under warranty or maintenance agreement
• Excellent ability to communicate orally and in writing with customers to gain understanding of technical problems and determine the ultimate objective, such as whether the current problem is a configuration issue with existing equipment, an error to be fixed, or a need for an upgrade to the next approved version in software or the need for a user submitted change request to change/procure new equipment, software, or a license.
• Assisted or lead in numerous physical equipment deployment efforts by removing and replacing aging desktop systems with updated models and the installation of larger room based Confidential systems
• Assisted agency technical compliance by helping swap to layer 3 smart switches to allow managed network control vs layer 2 switches that do not
• Troubleshooting and correct deficiencies and related problems pertaining to Confidential A/V systems software/hardware issues, and PC connectivity to systems.
• Document solutions to problems and recommend fundamental changes to system configurations to prevent recurrences such as a repeating loss of an HDMI handshake. In this example, one of our suites was commonly repaired by resetting the handshake by power cycling the CAT5 extender, however, I noted to management that the distance was short enough that a heavier gauge HDMI cable had consistently worked in place of the extender when tested externally and running the cable may be a simpler solution and more cost effective solution than further testing of extenders etc.
• Install and configure agency approved software applications and patches and rollback as needed using Cisco TMS
• Maintain updated skill sets and best practice knowledge with continuous training and maintain certifications levels required for IAT level II such as Security+
• Assist presenters for Confidential day demonstration events where wireless presentations from android and other mobile equipment are used in open-area locations
• Provided methods and procedures for coordinating customer support activities, such as labels on systems for direct contact to tier 2 support (vs the common helpdesk) via phone or email so that users can receive prompt customer support to resolve issues on systems normally serviced at levels above tier 1 support
• Maintenance and deficiency corrections as on site repairs to A/V equipment, including, but not limited to, fabrication or replacement of A/V cables
• Experience troubleshooting, installation: Fiber patch cables, ST/SC/LC connectors, Media converters, copper/fiber Modems, CAT 5/6, RJ-11, RJ-45 terminations
• Ensured data closets are organized when adding or removing patch cabling and add labels to cabling that denotes its intended source and destination
• Identify and break down problems using structured problem resolution approaches such attempting to replicate the error on another system to see if the problem is even local (perhaps a network error), then checking if other application have the same issue (OSI level one connectivity).
• Work with other network specialists to try to determine a solution or find the problem, for example, to help determine if a problem is a patching problem (incorrect port on patch panel) or typo on an IP address or missing gateway.
• Work with applications developers, for instance, if the particular application did not work on our test network (sandbox) and needs to be rolled back or patched by the vendor creating the app.
• Work with system administrators from other parts of the network (such as transport) and security specialists to prevent recurring problems
• Projector bulb replacement and resetting the bulb’s hours used tracker (very helpful for predicting a projector bulb’s end of life)
• Plan and deliver technical support services such as a planned system installation and site survey for any special requirements prior to installation
• Network management of new and current A/V systems installations
• Evaluated usage patterns and recommended methods to assist improvement of the functionality of the problem resolution database, such as effective key words like room name, network and application used in order
• Support for large special events including: setup, pretests, operation, tear down
• Provided group and one on one system/software application training to customers for desktop and room based systems.
• Provide assistance via remote administration software tools to assist customers remotely to immediately solve an issue or as an offer of training/walk through when time allows.
• Provided on-the-job customer support and IT and Help Desk technical training to lower graded IT Specialists for identifying source of issues, for example if a problem is just one software application on a system, or the entire system’s connectivity and various methods of testing for either scenario. The 7 layer OSI model is helpful to some new IT specialists depending upon their background and whether they are certified in CompTIA Network+ etc.
• Touch panel calibrations as needed
• Create instructions/SOPs for more complex systems or by needed or requested by users or management
• Support Confidential Operations Center (NOC) Bridge (JOC Bridge equivalent)
• Technical support for Confidential STL Commander’s Conference Room (CCR), Confidential Auditorium multi-screen multi-projection Confidential AV system
• Building/Programming Confidential, JWICS Confidential, Unclassified Confidential using Cisco Telepresence Management Suite (TMS), DISA’s Global Video Services (GVS) system
• Live Confidential support, such as reconnecting down endpoints in live Confidential sessions or Setting floor (video lock) for users in Confidential on Confidential, DoDIIS, and JWICS
• Network Administration creating user accounts for individuals or groups, and setting their privileges inside TMS which allows users to program Confidential systems and certain locations
• Provide Training: Train users in programming Confidential with the accesses that they have to Confidential and assist them with follow up/refresher training as needed
• Preparing presentation systems and wireless devices, such as wireless IR microphones, for Executive/Director Level Confidential .
• Strong written/verbal communications, problem solving, organizational and interpersonal skills including willingness and ability to document and share information
• Knowledge of IT security concepts and practices is essential, including familiarity with technical modifications
• Expert Proficiency with Microsoft Office (Excel, Word, PowerPoint and Outlook)
• Review IT Service requests and tickets in BMC Remedy; troubleshoots and resolves advance technical issues to the extent possible and update or close ticket using the Remedy Action Request System
• Maintain and support systems configuration related to moves, adds and changes, such as the install an IP based system like as a desktop Confidential or room based Confidential system and ensure that it is done neatly, professionally, and timely after completion.
• Ensure helpdesk tracking and asset information is accurate by properly documenting and updating an IP endpoint database that includes serial numbers, locations of equipment, and switch port information for appropriate equipment.
• Create a Weekly Activity Report (WAR) that describes routing workload reports so that management can consolidate and report overall support activities the enterprise is providing to end users.

Confidential

Bill of Material Support specialist

Responsibilities:

• Provide reports to the Chief of Tactical Integration within System Engineering Division of the Engineering Operations Directorate.
• Manage, track, validate, and provide quality assurance of Government Furnished Equipment ( Confidential ) devices specified by IT/IS Engineers for Change Requests and Engineering Change Proposals in the form of Bills of Materials ( Confidential ).
• Functioning as a primary focal point and direct handoff for all Confidential request to the government customer from IT/IS contract.
• Maintain currency of the customer Approved Products List (APL) and make it available to members of the Engineering Team.
• Review, edit, and archive all Bills of Materials requiring Government procurement.
• Provide quality assurance and obtain approvals for Bills of Material ( Confidential ) requiring Government procurement.
• Maintain a historical repository of Confidential (all revisions) and any support data/information.
• Manage and central point for Basic Purchase Agreement (BPA) catalogs and price-lists for use by Engineering resources in the development of Confidential .
• Provide guidance and assistance to Engineers regarding information related to Bills of Materials.
• Ensure Engineers adhere to the defined process regarding submittal of Bills of Materials.
• Coordinate and provide weekly status reports on Bill of Material activities.
• Develop, maintain, and present reports on Bill of Material procurement performance and metrics
• Responsible for assessment and maintenance of Engineering Procurement procedures, processes, and related documentation
• Analysis supports identification of procurement trends and provides determination of recommendations to improve efficiencies through development of architectures and capacity plans.
• Provides analysis and feedback of procurement trends
• Ability to function well in a rapidly changing environment with minimal direct supervision

Confidential

Responsibilities:

• Confidential Freedom Flight Operations
• Our team provided award winning logistical support for re-deploying soldiers and units returning to their home station from the Middle East
• Designed methods and advertised our services to units getting ready to redeploy which resulted in the process evolving to seamless instead of chaotic.

Confidential

Field Service Representative / JWICS programmer

Responsibilities:

• Lead DoDIIS/JWICS Confidential programmer and technical support for Confidential ’s and AMC’s JWICS Confidential at the Action Officer thru 4 Star General Officer / Flag Officer level
• Multitask Confidential programming and support for up to 7 Confidential suites simultaneously at Confidential, AMC, and AFMIC with Tandberg, VTel, and Rembrandt CODEC systems
• Lead trainer for Military and Contractor support for JWICS Confidential Operations at Confidential
• Assisted in installation of Confidential ’s premier JWICS Confidential suite for 4 star Flag officer’s Command Conference Room
• Troubleshoot Confidential and AV system equipment
• Extensive work with AMX control units for A/V equipment
• Pulling and terminating low voltage cables of all types such as RJ45, microphone cables/connectors, creation of Confidential Digital Multimedia (DM) cables to standard min length of 15 feet, testing terminations with test equipment such as Fluke meters, for both fiber optic and copper cables, and using metal fabrication and carpentry experience
• Knowledge of KIV security system while working as alternate Confidential custodian and performing resynchronization and loading of KG 194