JEROME CHATMON

 

CLEARANCE:

·  Department of Defense Security Clearance: Secret

·  Department of Homeland Security  Clearance: EOD (Entry of Duty)

 

RELEVANT COURSES:

·  Information Assurance

·  Remote Access Control

 

WORK EXPERIENCE:

 

 

MCLB Albany/Peridot SolutionsApril 2016-Current

Service Desk Support Specialist

·  Providing Service Desk function, Incident Management, and Account Management support in accordance with ITIL and other industry standard best practices for applications, servers and database tools assigned to the Service Desk Branch.

·  Performing account management performance monitoring and metrics reporting; gathering data and generating reports using available tools (e.g. Help Desk Tool, Crystal Reports, Microsoft Office Suite)

·  Responding to new and old Trouble Tickets (TT) based on Service Desk Branch assigned priority outline

·  Diagnosing problems through discussions with users; includes problem recognition, research, isolation and resolution steps

·  Escalating incidents to upper Tier IT support, as required

·  Apply all of ITIL’s best business processes and Service Desk functions with expertise knowledge through the lifecycle of processing incidents.

·  Overseeing all avenues for receipt of incident requests: Email, Service Desk Tool, telephone, fax and walk-ins

·  Recording incidents in established timeframe from time of receipt

·  Ensuring all phases of Service Desk support and progression of incidents are properly coordinated, monitored, logged, tracked and resolved appropriately

·  Actively pursuing statuses of incidents from the IT support technicians with meaningful information such as analysis, actions, progressions and estimated time of resolution

·  Performing cold calls (calls to customers who have not contacted the Service Desk) to inform customers with current meaningful incident statuses

·  Providing meaningful statuses to customers who contact the Service Desk for current updates of incidents

·  Providing daily open incident reports to division managers

·  Providing monthly service desk metrics reports NLT the first day of each month

·  Identifying and understanding customer requirements (e.g. knowing what questions to ask to better characterize the incident or service request)

·  Ensuring customer contact information is recorded accurately and updated in the Service Desk Tool for proper communication and metrics reporting.

·  Acting as a liaison between customers and IT support staff to assist with issue resolution and to serve as the “SPOE” for IT support

·  Proactively identifying and reporting trends and potential problems to management

·  Daily monitor the availability and accessibility of local resources used at the Service Desk (including basic monitoring of the environment such as checking if the internet is up; checking if the mainframe is up, ensuring outlook is functioning properly, Service Desk Tool is up and functioning properly, applications and databases activity and connectivity)

·  Resolve and close incidents on tiers one and two levels.

·  Perform and record initial troubleshooting in incident prior to escalating for upper tier support.

·  Identifying requests to be resolved by the IT Support staff or NMCI helpdesk

·  Identify and process change requests according to ITIL adopted practices.

·  Provide accurate information in management reports.

·  Notify appropriate support personnel and management of critical alerts and record incidents in the Service Desk Tool database.

·  Ensuring compliance with Marine Corps Orders, directives and methodologies in the area of Information Assurance, including completion of IA awareness training for new employees

·  Preparing and briefing team leads or management on anything that requires management attention (such as current events, issues, trends, etc)

·  Created, modified, and updated Standard Operating Procedures (SOPs) and Workflow charts  for service desk functions and services

·  Backed up about 50 user profiles on external hard drives to prevent data loss

·  Recovering functionality of workstation by resetting boot sequence in NetBIOS settings after boot failure

·  Creating, modifying, and managing distribution lists in Active Directory

 

 

 

 

CenturyLink/Select Group      March 2016 – April 2016

Advanced Network Services Operation Specialist I

·  Single point of contact for State Government Agencies for customers with network connectivity issues  for the entire state of Florida

·  Manage and monitor Routers and Circuits remotely

·  Call for circuit tests to be ran on circuits by carriers such as Frontier, AT&T, and CenturyLink

·  Run commands on routers through command terminals such as Draco and Calypso

·  Communicate with customers by advising of any activity that is being done on their circuit by giving updates and advising when the site is showing as up or down

·  Create tickets in Remedy ticketing system to keep track of all troubles reported for circuits and routers attached to the circuit

·  Coordinate circuit and router disconnect or upgrades

 

United States Army/ Army Reserve December 2009-present             

Desk Sergeant

·  Created thousands of user accounts and maintained the security of the accounts

·  Maintained switches that controlled all SIPR and NIPR networks on a base

·  Ran network cables inside and underground on the base

·  Made fiber optics for the network I maintained

·  Spliced camera cables and co-axel cables to maintain cameras and monitors on the FOB (Forward Operating Base)

·  Make CAT 4, 5, and 6 cables

·  Able to  re-image computer’s  hard drive

·  Operate video teleconference calls  and troubleshoot minor issues

·  Reimage desktops and laptop and adding them to the network

·  Replaced roller and fuser kits on multiple printer models

·  Desktop/Laptop repair: (ranging from power supply and Hard drive replacement and not limited to removing all components and cleaning them and reassembling to working state)

·  Activating ports and troubleshooting switches

·  Supported all communications, technical issues and provided help desk support for the 160^th Military Police Battalion.

·  Ensured network connectivity of all switches, routers, workstations, VOIPS, and other network items such as printers and tablets.

·  Responsible for creating new user accounts, providing file share permissions, re-imagining workstations, creating distribution groups, security groups, and software installation.

·  Occasionally created CAT5 cables when needed.

·  The technologies mostly used in my job duties are Active Directory, Remedy, SCCM, Microsoft Office Suite, Exchange, and Remote Desktop Connection.

 

Lockheed Martin/ Department of Homeland Security    September 2013-July 2014

Technical Support Help Desk Senior Specialist                               

 

·  Provide Tier II technical software, hardware and network problem resolution to all

·  The Department Homeland Security and Federal Protective Services computer users by performing question/problem diagnosis and guiding users through step-by step

·  Solutions in a call center environment; clearly communicate technical solutions in a user-friendly,

·  Professional manner; provide one-on-one end-user training as needed; assist Network Technicians;

·  Troubleshoot network printer problems; for more complex end-user problems worked with Network

·  Technicians to resolve; conduct hardware and software inventory database maintenance and reporting; and perform related work as required. 

·  I performed many Microsoft exchange functions such as; Active directory object creation and process updates.

·  Maintain a DOD secret clearance and DHS EOD.

 

US Army AfghanistanApril 2012-June 2013

Signal Support System Specialist Help Desk Tech          

·  Created Microsoft Outlook mailboxes for company sized groups ( 1100+ members)

·  Add and remove members to and from Distribution and Security groups

·  Reset routers and back-up power boxes

·  Performed test analysis on simple to moderate project requirements and reported as appropriate

·  Installed approved software from disk or software Share Drive physically and remotely.

·  Maintain SINCGARS radio systems and RT-1523 SINCGARS

·  Install and operate AN/VRC- 110, 111 systems, and AN/PRC- 148, 152 radio

 

 

TECHNICAL SKILLS:

 

Microsoft Office	AutoCAD	SharePoint	Remedy
Switches Blackberry’s Office 365	Routers Dell WIN 8 Tablets Circuit Management	Active Directory Dell Computers Spectrum	Printers Dell Laptops Calypso

 

EDUCATION:

·  High School Diploma from Thomasville High School−Thomasville, GA

Graduation Date: May 22, 2009

·  Signal Support System Specialist Certificate from Ft. Gordon Signal Corps−Augusta, GA

Graduation Date: December 17, 2009

 

CERTIFICATIONS:

 

·  CompTIA Security+ Certification (Pursuing)

·  ITIL Foundation Certification (Pursuing)