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Support Specialist Resume

SUMMARY

  • Information Technology (IT) Systems Administrator and Military Veteran with over 10 years of proven experience in systems administration, server management, network architecture, and systems sustainability.
  • Possesses extensive knowledge in software and hardware troubleshooting, configuration, system integration, assembly, and repair.
  • Adept at identifying potential threats, ensuring the security of network systems, conflict resolution, and utilizing tools used for exploitation and analysis of computer system and network vulnerabilities.

AREAS OF EXPERTISE

  • Preventative Maintenance
  • Information Assurance
  • Scripting | Programming
  • Active Directory Domain Services
  • Team Management | Leadership
  • Network Monitoring
  • Server Administration
  • Web Design | Animation
  • Network Administration

TECHNICAL SKILLS

Software: Microsoft Office, System Center Configuration Manager, Google Suite, Adobe Creative Cloud, Microsoft Exchange

Networking: LAN, WAN, VPN, Wireless, Switches, Routers

Some Programming Familiarity: HTML5, CSS3, Python 3, JavaScript, Java, PowerShellMySQL, ActionScript 2.0, PHP

Operating Systems: Windows Server 2008, 2012, 2016 Windows 7, 8, 8.1, 10

Enterprise Applications: ServiceNow ITSM, ManageEngine ServiceDesk, Remedy, Microsoft Teams, Kaseya, ECP 2013, Barracuda Spam filter

Processes: Active Directory, Group Policy, Imaging, OSI Model

PROFESSIONAL EXPERIENCE

Confidential

Support Specialist

Responsibilities:

  • System Center Configuration Manager (SCCM) administration; manage application creation, task sequence editing, and installation and updating of configuration manager clients on computers through the SCCM console.
  • Creation of group policy for the Allegheny Intermediate Unit environment
  • Fixed computer screen timeout issues, disabled file history and remote desktop services, locked down accounts for specific computers in Allegheny Intermediate Unit’s Pearson testing lab environment
  • Created GPO to block the installation of unauthorized Google Chrome and Firefox extensions on computers in the AIU’s environment
  • Created GPO to allow the opening of specific firewall ports to so that SCCM can push updated Configuration Manager client to computers that were not imaged with the new SCCM
  • Conduct onsite support including network analyzations and rebuilds and multifunctional printer configurations for 3 Special Education Program Schools and more than 100 Early Childhood and Family Services locations

Confidential

Field Engineer

Responsibilities:

  • Researched and assisted with the upgrade of ManageEngine ServiceDesk Plus helpdesk software
  • Provide remote support using Bomgar and Kaseya Remote access software
  • Created Resource Scheduler installation script to install the updated Azure resource scheduler Outlook plugin on 200 computers within an 8 day timeframe
  • Troubleshoot laptops, desktops, iPads, VPN, password, network connectivity, Office 2007 - 2013, Office 365, Windows 7, 8, 8.1, and corporate email setup issues
  • Utilize Remedy Ticketing System to create, resolve, and save ticket records; monitored, escalated and resolved server, network, and computer alerts and issues
  • Manage AppRiver and Barracuda web filters; recovered various user data using AppAssure and Barracuda recovery software and file shadow copies
  • Facilitated maintenance and creation of user and email accounts in Active Directory and Microsoft Exchange 2007, 2010, and ECP 2013 for over 100 businesses

Information Systems Supervisor

Confidential

Responsibilities:

  • Ensured that the Command COMSEC (Communications Security) account received a satisfactory rating for inspection by Communications Security Logistics Activity (CSLA) after returning from deployment.
  • Ensured users were current on their training in order to access the Confidential Reserve Network (ARNet) in accordance with Confidential Regulations
  • Utilized CA IT Client Manager Suite to push software packages to computers, reimage computers, and gain remote access to computers to assist users

Information Systems Supervisor

Confidential

Responsibilities:

  • Served as Quality Assurance Manager of the Confidential Training and Certification Tracking System for 245 users; assured proper training, authorization, and access rights were completed and granted
  • Managed command - wide network operations for over 800 users and 1,000 automation systems within the South West Asia Theater of Operations
  • Managed the BMC Remedy User Ticket System; correctly assigned and escalated issues to the correct group, personally resolved customer related issues
  • Responded to Negligent Disclosure of Classified Information (NDCI), crossover of data with different information security classifications, by containing, evaluating, and sanitation of incidents as needed
  • Ensured dissemination and implementation of Information Assurance (IA) policy, guidance, and training; ensured that information systems were Information Assurance Vulnerability Alerts (IAVA) compliant
  • Supported multiple Video Teleconferencing (VTC) equipment; arranged a dedicated bridge for conferencing and point to point connections between the continental United States and the South West Asia Theater of Operations

Information Systems Operator - Analyst

Confidential

Responsibilities:

  • Answered inquiries regarding computer software and hardware operations to resolve problems for all customers and users; managed the command wide network operations for over 11,000 users within a 13 state region.
  • Re-imaged desktop and laptop computers, monitored and maintained Active Directory database, and identified computer - user problems; coordinated resolutions
  • Served as Assistant Quality Assurance Manager and administrator of the Confidential Training and Certification Tracking System for over 11,000 users
  • Assured proper training, authorization and access rights in accordance to the Confidential ’s Better Business Practices (BBP) by training Level I and Level II Help Desk Technicians on policies, procedures, and technical p ro f i cien c y while meeting Service License Agreements
  • Provided network administration services for passwords, e-mail accounts, security, and troubleshooting; provided remote desktop / laptop support using Dame ware NT and Remote Desktop Connection
  • Coordinated maintenance and troubleshooting of Video Teleconference Suite, Tandberg system, for non - secured and secured video teleconferences
  • Created and monitored Secure Internet Protocol Router (SIPR) accounts

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