Anthony P. Knefel

6506 Spring Lark Street

San Antonio, TX, 78249

C: 443-930-4362

 

tknefel@yahoo.com

 

CLEARANCE: Active DoD Secret Clearance - Held by U.S. Military

 

 

CompTIA Security+ce Certification - 2015

HDI Certification - 2015

Seeking Tier 1/Tier 2 Service Desk or Entry Level Networking IT position.

 

Experience

 

November 2015-Present

Defense Health Agency Global Service Center

 

Provide 24/7 Tier I Application support to the DoD and other government agencies.

 

Supports the DoD to provide numerous military health system applications support to customers within the United States and overseas.

Ensures customers from joint agencies are directed to appropriate services, and facilitates creation of     incidents in which multiple organizations are involved.

Provides basic IE troubleshooting for issues involving web based applications.

Utilizes Initiator Scripts within Remedy 8.1 to collect appropriate information, create, and assign tickets to appropriate tiers.

Assists with password resets for a variety of military applications.

 

 

March 2015-October 2015

Joint Information Technology Service Provider Pentagon-Information Technology Agency JITSPP-ITA

U.S. Army Information Technology Agency

Customer Care/Service Desk

 

Provide 24/7 Tier I/II technical support to the DoD, US Army and other government agencies.

 

Supported the DoD and ITA CCSC to provide desktop and remote support to users within the United States and overseas.

 

Maintains NIPR (Unclassified) and SIPR (classified) systems, responds to rapid notifications and

VIP incidents, and advises users of proper hardware/software utilization and installations.

Trouble shot network connectivity, network printing and user access issues.

Assisted users with policies, permissions and procedures for setting up new accounts, conference calls, web/network connectivity, virtual private networks, voiceover IPT phones and voice mails.

Maintains passwords, data integrity and file system security for the desktop environment.

Escalated issues to higher echelons of technical support, when needed, and followed through with customer until problem was resolved.

 

Maintain password, data integrity and file systems security across multiple systems.

Instruct users with proper hardware/software utilization as well as installation of approved software.

 

Overview:

 

-VoIP phone troubleshooting and Voice Mail Password resets.

-Responding to inbound calls/emails in a timely and professional manner.

-Properly document all interactions in the appropriate tracking system i.e. Remedy and other ticketing systems

-Escalate issues that cannot be resolved in a timely manner.

-Troubleshoot all MS Office issues to include Outlook.

-Creating new and remapping of .pst files as requested.

-Monitoring of network drives, and identifying corresponding file share.

-Mapping Network Printers.

-Following designated escalation procedures.

-Assist customers with account creations across multiple applications.

Jan 2015

Acquired CompTIA Security+ Certification following training led by the U.S. Army Cyber Security Branch

 

July 2014-March 2015

Setup and configured wireless networks utilizing routers while working as a satellite technician for Dish Network. Performed troubleshooting for various issues involving routers and connectivity.

 

 

June 2013

Received additional training through the Army on setup of LANs, installing and configuring routers, creating shared folders and printers. 

 

Feb 2011

Received training on implementation of Army WAN computer systems including creation of user accounts, setting user permissions, installing switches and creating VLANS.

 

 

Standard knowledge of computer hardware, installing keyboards, mice,

monitors, sound/video/network cards, HDD's, CD drives, motherboards, CPUs.

 

 

 

Relevant Work History

 

U.S. Army National Guard

Communications Sergeant

July 2007-Present

Maintain soldier database using spreadsheets, work with various

Army communications technology i.e. radios, programming software.

Supervise LAN during simulations ensuring information is accurately logged and processed.

 

 

Dish Network

Satellite Technician

July 2014-March 2015

Installed satellite dishes, made cable runs using RG-6 cable, setup receivers, installed and setup wireless networks

 

Toys R Us

Sep 2013-Mar 2014

Warehouse employee (Seasonal)

Compared truck inventory sheets to confirm accuracy of deliveries

Scanned packages into database

Maintained and updated customer database to ensure accuracy of product purchase and delivery

Created and scanned in chits for customer orders