Summary
IT Support for AMF Bowling Corporate and Cavalier Telephone gaining valuable experience troubleshooting telecommunications, DSL, dialup, network, MPLS and various applications including HW/SW issues. Graduate Highest Honors, ITT Technical Institute. I am acquiring various certifications.

5 yrs. Freelance computer repair and install/configure Operating Systems and Networks.

Education 
Confidential Institute 
Associate of Applied Science Degree
Information Technology – Computer Network Systems

Awards/Honors

• Awarded DCMA Challenger Coin by Agency Director for Outstanding Performance
• Awarded Letter of Commendation from Navy Special Emphasis Operations (NSEO)
• Awarded Certificates of Achievement for Highest Honors
• Awarded Certificates of Perfect Attendance
• Member of National Technical Honor Society (NTHS)

Clearance

• Active Security Clearance: Secret (DoD)
• Security Clearance Expiration: January, 2021

Certifications

• CompTia - Security+
• Microsoft – Microsoft Certified IT Professional (MCITP-EDA)

Dept. of Defense (DoD)

• Information Assurance (IA) Management Level I: Responsible for the implementation and operation of an Information System (IS) within their computer environment (CE). Personnel ensure that IA related IS are functional and secure within the CE.
• Information Assurance (IA) Technical Level II: Provides network environment (NE) and advanced level CE support. Pays special attention to intrusion detection, finding and fixing unprotected vulnerabilities, and ensuring that remote access points are well secured. These positions focus on threats and vulnerabilities and improve the security of systems. IAT Level II personnel have mastery of the functions of the IAT Level I position.

Technical Skills

• Possess a working knowledge of Internet and networking technologies such as dialup, Ethernet, NICs, hubs, switches, browsers, email, and ftp. Excellent phone manners, organizational abilities, patience, and a desire to learn.
• Install, configure and maintain Windows O/S including XP, Vista and Windows 7.
• Working knowledge of personal computer systems including installation of motherboards, modems, sound/video cards, networks cards, CD drives, floppy drives, circuit boards, memory and related peripheral devices.
• Troubleshoot and replace faulty hardware including disk drives, network cards, hard drives and peripherals.
• Knowledge of Wide Area Network (WAN) Technology and Applications.
• Experience building and maintaining a Local Area Network (LAN)
• Knowledge of network protocols (TCP/IP, DHCP, DNS) and PC peripherals.
• Working knowledge of configuring and managing Microsoft OS.
• Demonstrate skills working with Cisco Routers and Switches.
• Work efficiently in both an independent and team atmosphere.

Employment History

Confidential, Fairfax, VA August 2011 – Present
Telepresence Administrator (Supervisor)

• Exercise leadership role of agency Telepresence team.
• Knowledge of network protocols
• Knowledge of telecommunications system
• Strong troubleshooting skills
• Create policies and procedures
• Experience working with and giving direction to military and corporate officials
• Knowledge of Video Teleconference (VTC) equipment
• Able to work under pressure
• Capable of reaching deadlines
• Computer skills
• Run Vulnerability Scans on equipment
• Ensure equipment is network compliant
• Ability to speak well and conduct tutorials in large groups
• Ability to improvise and resolve issues as they arise

Confidential, Prince George, VA June 2010 – August 2011
Network Engineer

• Analyzes user needs and requests for upgrades or additions to existing network configurations and assess impact on the network to insure effective integration and optimal network performance.
• Implements and maintains bridges, routers, gateways, remote access servers, domain servers, security firewalls, application and device servers and Internet or Intranet devices and connections.
• Designs, configures, monitors and optimizes local and wide area networks to ensure optimal performance, security, maximum availability, minimal maintenance, and reasonable costs.
• Performs preventative and fault isolation maintenance on the local and wide area networks. Performs file maintenance on servers, domains, electronic post offices, and user files and/or databases.
• Performs customization and system administration for network management, task/project management, help desk, work group integration, documentation, and software packages on local and wide area networks.
• Analyzes, recommends, and evaluates new hardware, software, and communications products for network compatibility and applicability.
• Performs diagnostics and maintenance on desktop devices when additional expertise is required.
• Works with cross-functional teams in the design and implementation of information technology. Assists in the training of other Information Systems personnel to improve their technical skills.
• Identify, report, and/or resolve process and product non-conformities according to established procedures.
• Supports or participates in local or company-wide improvement efforts as required.
• Installs and manages Audio Visual (AV) equipment and software…(ceiling mounted projectors and projector screens, Smart Tech Smart Board Projectors and White Boards, Plasma TVs, Elmo Document Cameras and Crestron Touch Panel Media Controllers).
• Tests, Troubleshoots, and Monitors IA software issues to ensure timely response to security incidents.
• Recognizes potential security violations, takes appropriate action to report the incident as required by regulation, and mitigate any adverse impact.
• Implements applicable patches including IA vulnerability alerts (IAVA), IA vulnerability bulletins (IAVB), and technical advisories (TA) for assigned operating system(s).

Confidential, Mechanicsville, VA July 2009 – May 2010
IT Support

• Responsible for answering incoming support calls and providing efficient, strong customer support. The role also involves communicating directly with clients, investigating problems on their systems by remote access, and working closely with other members of the IT department. This position also requires strong problem diagnosis and problem solving skills and the ability to work effectively under pressure.
• Licenses, loads, update and troubleshoot software on GM and Mgr laptops and desktops; verifies correct operations of software packages.
• Experience using System Center Configuration Manager (SCCM) and Virtual Network Computing (VNC) to view and work on computers over the network.
• Provide, as appropriate, telephone/verbal application support to resolve incidents
• Maintain written communication i.e. log updates, to meet professional and legible standards.
• Keep clients informed of the progress of outstanding logs.
• Understands Automated Information System (AIS) interface
• Utilizes the Network Management System, IP Network Database and IP Address Assignment Spreadsheets to access each center’s unique configuration.
• Coordinates circuit tests with Verizon Business and other vendors.
• Use available network tools for troubleshooting such as What’s Up Gold, Device Manager and TCP/IP tools.
• Tests circuits for continuity.
• Monitors and responds to hardware and software problems utilizing hardware and software testing tools and techniques.
• Configures, installs, updates, troubleshoots, repairs and replaces Dell computer systems, terminals, peripheral equipment and related hardware nationwide throughout the organization.
• Performs LAN/hard disk backups
• Performs ghost imaging using Symantec technology
• Package, record, ship, and track shipments of IT assets.
• Maintain inventory using equipment Service Tag and Asset Tag Management
• Works closely with Verizon Business providing internal analysis and support to ensure prompt resolution during outages or periods of degraded system performance.

Confidential, Richmond, Virginia February 2008 – July 2009
IT Support/Help Desk (Tier 1)

• Troubleshoot DSL, telephone and digital television issues.
• Provide technical customer service support for Internet and Telephony Service products. Responsibilities include support for DSL, Internet dialup services, networked (ISDN, T1, DSL) services and telephony.
• Troubleshoot Network connectivity, LAN/WAN, H/W and peripheral equipment to resolve an assortment of problem areas.
• Create and reset user passwords.
• Exercise High Level of Customer Service through completion of task.