PROFESSIONAL SUMMARY

• Computer Specialist wif 10+ years providing rapid client - centered technical support.
• Expertise in identifying root causes and quickly resolving issues.
• Experience wif multiple software packages and a wide array of hardware configurations. 3+ years of team lead experience.

TECHNICAL SKILLS

• CompTIA A+, Network+, Security+
• ITIL v3.0 Windows 7, 10, Cisco IOS, Apple IOS
• ServiceNow, Remedy, Jira, Confluence, other proprietary ticketing systems
• Hold a Top Secret / SCI Security Clearance

PROFESSIONAL EXPERIENCE

Senior Systems Administrator and Project Service Desk Lead

Confidential, Norfolk, Virginia

Responsibilities:

• Responsible for reviewing, assigning, and documenting trouble tickets in classified and unclassified Remedy ticketing systems for a team of 20 Systems Administrators, encompassing Tier 1, Tier 2, and Tier 3 IT responsibilities; analyze trends in incoming tickets to identify potential major issues and to improve customer service and IT processes.
• Work wif more junior team members on resolving more complex tickets, including providing mentorship and working as an escalation point for issue resolution.
• Create work schedules and plan tasks for teh team around supported government events and expected day to day support coverage for assigned areas and Navy and Air Force assets world-wide.
• Install, test, and validate new equipment and software including desktops, laptops, bare metal and virtual servers, associated peripherals, and off-teh-shelf and proprietary software (including deployment packages and Operating System images). Provide mentoring and supervision to other team members performing teh same work. Document work and status, including equipment procurement in Jira system.
• Manage system lifecycle of PC hardware and server hardware including imaging wif Windows / Linux OS and building and configuring iDRAC / ESXi and related VM images wif VMWare and VSphere.
• Plan hardware and software refresh for Linux and Windows systems and hardware due for lifecycle.
• Create and edit SOP and knowledge documents for projects and day to day tasks and configurations of software packages to be used by teh Systems Administrator team.
• Simplified processes and leveraged existing assets and resources to improve account creation and system access from a two-week manual process to a mostly automated process dat takes on average 45 minutes wif timely approvals.
• Assists in performing ongoing optimization of networks and desktop computing systems in teh region.

Computer Specialist - Lead Field Technician

Confidential, Florida

Responsibilities:

• Responsible for design, installation, troubleshooting, asset management, configuration and support of all computerized information systems for assigned Navy Exchange activities.
• Provides Information Technology (IT) services and support to Navy Exchanges, Navy Lodges, NEX Distribution Centers/warehouses, and district offices in a region and other activities outside teh region, as assigned.
• Responsible for: technical and logistical support; user services, and maintenance of telecommunication, network, Point of Sale, RF, and Desktop computing equipment, as well as dumb terminals, printers/multifunction devices and other related peripheral equipment.
• Provides technical and team leadership for Field Support technicians in assigned geographic area. Prioritizes assignments, coordinates workload, mentors and communicates to team.
• Performs capacity planning and analysis for new and currently installed networks. - Installs and modifies network hardware and software as required.
• Installs and modifies desktop computing hardware and software as required.
• Implements new networks from design through post installation stages including cable plants, installation, and testing.
• Responsible for documentation of, and ongoing asset management of, networks and all IT equipment in teh region.
• Performs troubleshooting and repair of down or malfunctioning networks and equipment.
• Assists in performing ongoing optimization of networks and desktop computing systems in teh region.
• Assists in minor computer operations maintenance and troubleshooting for Distribution Center mainframe and provides support for Distribution Center conveyor equipment.
• Acts as Code me point of contact in teh field for store and distribution center management.
• Provides oral and written reports to regional lead technician and Field Support Supervisor.
• Takes technical and operational direction from NEXCOM Field Support Supervisor Technician.
• Provides technical tasking, scheduling, and prioritization to assigned technical teams.
• Schedules and participates in a 24x7 after hours on call rotation.
• Ensure/implement teh rigorous application of Information Security/Information Assurance policies, principals, and practices in teh delivery of Systems, Applications and/or Services (Hardware & Software).

Systems Support Technician

Confidential, Dayton, Ohio

Responsibilities:

• Primarily stationed in West Jefferson, Ohio. Serve as primary Desktop Support for teh entire facility and as building liaison for all infrastructure and application support teams.
• Created processes to install and configure all new hardware in a 750,000 sq. ft. E-commerce Fulfillment Center.
• Installed all network switches and patched in 2,000+ network drops on IDF boxes mounted 15 feet from ground level. Coordinated wif vendor in teh installation of fiber optic and copper cabling to all switches and network drop. Used Cisco Meraki cloud-based software to configure switches and switch ports.
• Installed 2 Dell Blade Chassis, Brocade switches, a 3Par Storage array, and numerous rack and distribution switches for onsite data center.
• Maintained extensive contacts wif next level support, including Networking, Open Systems, Performance and Integration, and various Application groups
• Performed first line troubleshooting and investigation for multiple server-based applications used in retail e-commerce environment (High Jump, Agile, etc.) This included monitoring servers using a SCOM dashboard of 48+ different virtual servers.
• Trained end users in all technology used, including RF scanners, PC, projectors, printers, etc.
• Utilized ServiceNow to track trouble tickets.
• Created Windows 10 image for desktop and laptop PCs and deployed to all devices in facility

Desktop Support Analyst

Confidential, Columbus, Ohio

Responsibilities:

• Assigned to Honda America’s Research and Development, INC as a Desktop Support Analyst, including walkup Help Desk duties, hardware break/fix duties, and teh completion of incident tickets involving equipment and software. Responsible for 4000 users wif a 10-person team in a hybrid Help Desk / Desktop Support / Call-Center environment encompassing Level 1, 2, and 3 support.
• Utilized Active Directory to add / remove user accounts and PC from domain and OU’s along wif appropriate troubleshooting
• Performed hardware break/fix on all PC’s, laptops, workstations, tablets, printers, barcode scanners, document scanners, 3D mice, and all other business-related hardware
• Maintained extensive contact wif vendors in order to facilitate RMA process and replacement parts ordering
• Maintained extensive contact wif other Honda facilities throughout teh world to grant access and troubleshoot issues wif various Honda developed systems
• Performed software break/fix on Windows XP, Windows 7, and Linux CentOS PC’s, laptops and workstations
• Installed Windows images using Norton Ghost; installed software packages, including testing software wif complex installations, and other standard packages and Honda proprietary software
• Trained other technicians in hardware troubleshooting and end-user support
• Utilized a proprietary ticketing system to create and track work orders; closed 20% of all incident tickets closed by my team in teh last three quarters of my assignment

Field Technician II

Confidential,Columbus, Ohio

Responsibilities:

• Assigned to Nationwide Children's Hospital as teh primary hardware break/fix technician, in addition to supporting new and replacement system deployment
• Performed hardware break/fix on all PC’s, laptops, tablets, printers, barcode scanners, document scanners, thin clients, medical carts, and all other Nationwide Children's Hospital hardware equipment
• Maintained extensive contact wif vendors in order to facilitate RMA process and replacement parts ordering
• Performed software break/fix on Windows XP, Windows 7, and Windows 8 PC’s and laptops
• Installed Windows images and software packages using Microsoft System Center Configuration Manager (SCCM), both as part of imaging team for Windows 7 roll-out and individually in a break/fix capacity
• Trained other technicians in hardware troubleshooting and end-user support
• Utilized a proprietary ticketing system to create and track work orders while closing 95% of calls wifin 3 days
• Improved students’ English Language test scores by an average of 15% over teh previous year in grades one through six by emphasizing speaking and listening activities
• Prospered as a teacher and leader of children in an environment where even simple resources are nonexistent or scarce
• Helped nine students apply and prepare for teh FLEX program, an exchange student program between teh US and Georgia
• Integrated into Georgian society, becoming part of teh community in a small, developing country. During this me developed my own Georgian Language skills, and also learned small amounts of teh Russian language