Rashanna M. Marshall
823 Driftwood Dr, Murphy, Texas
512-970-3412
rashanna.marshall@yahoo.com
Rashanna.marshall@gmail.com
Dedicated IT professional with comprehensive experience in challenging, high-security setting.
Completed 200+ hours of technology and security operations training. Tenacious problem solver who
performs well under pressure. Outstanding communication skills. Earned recognition and honors
throughout career. Possessed a Department of Defense Secret Security Clearance. Diligent,
conscientious, and highly-responsive. Maintains an in depth knowledge of network management
practices and tools. Eager to learn and continue professional development, understands both the big
picture and short-term perspectives of situations. An enthusiastic individual with excellent work ethic;
skilled in developing strong rapport with customers by providing value through individual consultation
helping the customer to analyze and solve process problems. Excellent qualifications in strategic
planning with comprehensive knowledge of management, organizational development, team building
and project execution. Strong interpersonal skills; able to function as a productive team member, lead a
team, or accomplish tasks without supervision. Mission oriented. Experienced in the creation and
implementation of training initiatives to develop and retain and motivate effective personnel.
Demonstrated ability to streamline operations to increase productivity
Professional Experience (chronological)
NTT DATA
(SAVVY Solutions)
IT Help Desk Analyst
40 Hrs Weekly
Ø Diagnose and troubleshoot software and hardware problems.
Ø Attain established customer service standards
1. customer service
2. interpersonal skills
3. good telephone etiquette
Ø Organizational and time management experience
Ø Strong verbal and written communication skills
Ø Problem-solving and extensive technical troubleshooting
Ø Ability to establish and maintain a high level of customer trust and confidence.
Ø Knowledge of moderately complex hardware and software products and problem solving/
troubleshooting skills.
Ø BROAD RANGE OF NETWORK AND DESKTOP KNOWLEDGE INCLUDING VOIP, MAC, WINDOWS
XP, WINDOWS 7, MICROSOFT OFFICE PROFESSIONAL SUITE (2003, 2007, 2010), POPULAR
BROWSERS CONFIGURATIONS (Firefox , Chrome, and Internet Explore)
August 2016 – Present
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Ø Researching, evaluating, and providing feedback on problematic trends and patterns in
customer support requirements
Ø Representing the office in interactions with other organizations and private contractors
Ø REMOTE ACCESS STRATEGIES AND TECHNOLOGIES
Ø Experience with Advanced Driver Configurations and troubleshooting.
Ø Provides Tier 1 and Tier 2 support of medium to high complexity.
Ø Works in a team setting, sharing information and assisting others with calls.
Service Now Ticketing System
BCM (Remedy)
System Center Configuration Manager (Remote Access)
Power Term (Mainframe)
Quest (active Directory)
Novell
Microsoft: OWA-Outlook
Cisco Unity Connection Administration, Cisco Jabber, Cisco Unified CM Administration
Purchase Request/ Orders
Capgemini (State of Georgia)
Jr Network Desktop Support Analyst
Austin, TX
Feb 2016 – April 2016
40 Hrs Weekly
Ø Received incoming calls from State agencies requesting assistance with numerous of user
accounts on around six different domains and two networks.
Ø Troubleshooting different application software for the state of Georgia Agencies
Ø Install of computer drivers and any necessary software and equipment to maintain operations for
the State of Georgia and their agencies.
Ø Assist End user with Microsoft Outlook Office 365 Windows 7 OS
Ø Assisted with Pulse Secure software for VPN troubleshooting connectivity, password, accounts.
Ø Managed and maintain active directory user accounts computers, printers, groups
Ø Provided customer service to State agencies if Georgia
Ø Remotely managed computers with Bomgar to assist End User with troubleshooting and
Information request
Ø Provided outstanding customer technical assistance and support
Ø Phone systems issues
Ø Experience with the company’s Management of the enterprise structural framework
Ø Troubleshot and install printers, scanners, phones, computer etc
Ø Manipulation and reception of customer information.
Ø Use of ticketing system Remedy to account for the company’s workload and to track information
forwarded to other section more so for any additional troubleshooting that could not be
concluded at the Support Desk.
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C Watkins & Associates (CoreLogic)
IT Tier 1 Help Desk Manager -Veteran Affairs
Austin, TX
(Government Contractor)
40 Hrs Weekly
Ø Supervised the IT Tier 1 Help Desk and employees
Ø Tier 1 troubleshooting on applications and software managed by the client
Ø Conducts weekly reports for the contract and supplied to the VA as requested by client
Ø Assist the VA and their clients with the AVM, LSAM, Appraisal System and requirements
Ø Creates training accounts for the VA’s Client to conduct training
Ø Maintain timesheets every week and any other HR requirements for the position
Ø Handles escalated issues that involved the Help Desk, Helpdesk Employees and provides
resolution
Ø Provided advice and guidance on a wide range and variety of complex IT issues.
Ø Project lead, responsible for timely and successful completion of assigned projects and
tasks
Ø User administration, developing new methods, approaches and procedures in specialty
area(s)
Ø Provided outstanding customer technical assistance and support
Ø Report directly to the Project Managers
Ø Provides coverage for Service Desk Phone/e-mail, by answering client requests for
information,
Ø Creates help desk tracking tickets through Oracle, documenting information into
knowledge base and escalating to proper personnel and/or department.
Ø Act as first level of escalation, as required, to address issues.
Ø Assist in the resolution of customer and support issues by referring issues to
appropriate section.
Ø Manipulation and reception of customer information.
Ø Applied knowledge of IT systems and services used in the automated acquisition,
storage, retrieval of systems networks.
Ø Ensures timely distribution of solution to support customer satisfaction.
Ø Maintains basic knowledge of relevant products and support policies.
Ø Tracks trouble tickets through resolution and updates problem resolution
knowledgebase
Epsilon Inc,
Network Administrator/ Desktop Manager
Security Marine Force Reserve (MARFORRES) HQ
Network Systems, Fort Worth, TX
(Contractor)
40 Hrs Weekly
May 2014 – October 2015
May 2012 – October 2012
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Ø Setup and configured CISCO 2900 - 6500 series routers, providing support to 180+ sites
connected to the MARFORRES classified and unclassified WAN Backbone with
approximately 2000 routers.
Ø Plan, Managed, Configured, and Designed systems with the mission, goals, structure,
and processes of the organization as requested by and for the DOD standards.
Ø Analyzed affecting difficult issues affecting any parts of the networks infrastructure
Ø Designed, Planning, Implemented the organization (company) Network to meet the
needs of the military to make operation run more swiftly.
Ø Troubleshoot with Marines on outages via phone and follow-up on any assigned tasking
push from MARFORRES.
Ø Administrated, delivered, and supported IT systems and services.
Ø Advised and provided input of improvements on a wide range of different information
technology software, policies, hardware, interpretation, and standards.
Ø Visit sites for any additional troubleshooting that can’t be resolved remotely
Ø Manage Cisco switches remotely on 32 sites across the U.S. on RNET Network.
Ø Update and maintain network diagrams and LTI’s
Ø Created tickets and troubleshoot outages with Verizon, Base Telco, and Comcast
remotely.
Ø Supported, guided, and assisted co-workers with lesser administrator experience.
Ø Developed, Administrated, Coordinated the installing of systems for the acquisition,
storage, and data recovery. Maintain hardware and software for the systems as
required. Any updated configuration for network devices phones, printer, scanners,
faxes, switches, desktop, laptop, and severs.
Ø Served as Network Administrator Specialist performing work, independently or as a
member of a team
Ø Planning and coordinating the installation, testing, operation, troubleshooting, and
maintenance of hardware and software systems.
Ø Project lead, responsible for timely and successful completion of assigned projects and
tasks
Ø Configuring routers and switches to deploy and replace Legacy equipment on
MARFORRES sites throughout the U.S.
Ø Updating local share portal. This task consists of centralizing all sites information
regarding troubleshooting, equipment accountability, and site P.O.Cs.
Ø Insuring all sites IP address schemes are congruent and, if not, contact and coordinate
with personnel to make the necessary changes
Ø Maintained a positive, professional, and accountable work relationship with the
clients/companies and their entities.
Ø Populating and maintain MARFORRES monitoring tools (Solar Winds and IPSentry) and
addressing any network issues
Ø Interface with Telco numerous times daily; provide circuit information to open tickets
with Telco for troubleshooting/testing of all MARFORES sites.
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Ø Assist TOT in creating shipping labels for the Cisco equipment and ensuring devices are
sent out in a timely manner.
Ø Repaired and extensively troubleshot network, VOIP, computers, printers, switches and
severs
Ø Managed and configured network devices to provide a high-level of data quality,
security, and availabilities to the companies/ client needs and wants.
Ø
ITT / Exelis,
Network Administrator
Bagram AFB, Afghanistan TACSWACAA
(Contractor Equivalent to GS-12 )
60 Hrs Weekly
Ø Network Administrator of Bagram Air Force Base Network Operations Center Network
Administrators office. Qualified, trained, and certified Cisco Network Administrator to improve
the management, monitoring, performance and growth of the rapidly expanding BAF Network.
Responsible for maintaining, the Non-Secure Internet Protocol network (NIPRNET) and Secure
Internet Protocol Network (SIPRNET).
Ø Served as Network Administrator Specialist performing work, independently or as a member of
a team
Ø Implemented and managed documentation, new development, modification (configuration),
designs, updated, testing, installation, and support of new, existing, replacing app and/or
software.
Ø Facilitated and administrated local area network (LAN) and wide area network (WAN) on behalf
of the 580th /25th Signal battalion in Afghanistan.
Ø Planning, installation, configuration, testing, implementation, and management of the systems
environment in support of the company requirements.
Ø Managed systems used for the transmission of information in voice, data, and video formats.
Ø Delivery of customer support services, including: SOP, installation, configuration,
troubleshooting, customer assistance for over 20,000 end Users
Ø Completed training, in response to customer requirements.
Ø Administrated, delivered, and supported IT systems and services.
Ø Responsibilities include the following: architect/design, troubleshoot, and implement network
topologies that are interoperable between operational entities located on the BAF network.
Ø Design, install, maintain and the repair of standardized network configurations for all layer 2 and
3 switching devices including Cisco 2900 and 3500, 3550, 3560 and 3700 series devices, Cisco
4000 series multi-layer switches and Cisco 6500 series switches.
Ø Recommend and analyzed network changes to include but not limited to software, networks,
and systems
June 2008 – November 2011
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Ø Provided network services that support the office's line and administrative programs
responsibilities
Ø Possess extensive expertise in a variety of WAN/LAN technologies to include but not limited to
enterprise network design, routing, switching, 802.1x technologies, Virtual Trucking Protocol
(VTP), Quality of Service (QoS), VLANs, network management, SNMP, multicasting, EIGRP,
LAN/WAN protocols, sub-netting, switching and routing, Cisco IOS, Cisco call Manager, VoIP,
DHCP, Print Server Administration and an understanding of firewall architecture and ACL
administration.
Ø Responsible for configuring and resolves technical issues for our customers in the area of VoIP
and IP Telephony issues including Call managers, version 7 and currently 8.
Ø Experience with Cisco VoIP Systems CUCM 7.x, Protocol SIP, H.323, MGCP, and H.225
Ø Analyzes and reports outages and corrective actions to Theater Network Operations Center
Southwest Asia.
Ø Customer interface/user issues.
Ø Utilize network monitoring software to manage and administer the network.
Ø Monitors availability and reliability of LAN/WAN circuits.
Ø Created the SOP for Bagram Network
Ø Implementation, Planning, Design, Documentation, Analysis, Assessment of the systems for the
network
Ø Advised and provided input of improvements on a wide range of different information
technology software, policies, hardware, interpretation, and standards.
Ø Use knowledge of Plans network development and expansion as needed.
ITT/ Exelis
Automated Data Processing Equipment Administrator
Bagram, Afghanistan
(Contractor Equivalent to GS-12)
60 Hrs Weekly
· Implement, configure, and maintain DOD-approved communications software and security
software on government computers supporting user base of 9,000 civilian and military
personnel.
· Configure computers for the network to allow proper user access.
· Install and configure network printers.
· Installed software updates, drivers, replication, application and any necessary system
maintenance that kept the network secure
· Daily mandatory equipment, maintenance, and administration checks
· Ensure stability of classified and unclassified computer systems through use of DOD-approved,
government-furnished operating systems and software.
· Establish client computers on MS Windows NT/2000 domain.
April 2007- June 2008
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· Configure Microsoft Outlook and manage personal folders in all versions of Outlook.
· Installed and configures software on computers that needed access to network.
· Troubleshoot hardware, software on a daily basis to meet the network standards.
· Diagnosed and resolving problems in response to customer reported incidents
ITT , Exelis
Helpdesk Administrator
Bagram, Afghanistan
June 2006 – April 2007
(Contractor Equivalent to GS-12 )
60 Hrs Weekly
· Provided first level of support to user population of 14,000, aiding users by resolving computer,
printer, and network issues.
· Responded to users in person, telephonically, or via email; tracked and recorded issues using
Remedy.
· Managed high-volume of technical and service issues simultaneously.
· Ensured rapid resolution and maximum user productivity; escalated and delegated issues
appropriately.
· Assisted customer on the phone and at locations on site with network troubleshooting and basic
computer needs.
· Troubleshot and repairs computing issues.
· Created new Nipr, Sipr, and Centrix accounts with exchange mailboxes/ active directory.
· Managed user accounts, creation of distro’s, and reset passwords for network users.
Armed Security Officer,
AKAL Security Officer
Fort Hood, Texas
40 Hrs Weekly
June 2005 – June 2006
· Guarded base against terrorists and other threats.
· Checked identification cards at every access point.
· Searched vehicles randomly for weapons, bombs, or anything that may cause damage.
· Maintained complete situational awareness at all times.
· Scanned area for any unfamiliar activities.
· Completed extensive training use of handguns, batons, handcuffs, and OC (Oleoresin Capsicum,
AKA pepper spray) spray.
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· Provided written and oral reports to superiors.
Account Manager,
Capital One
Killeen, Texas
40 Hrs Weekly
December 2004 – June 2005
· Responded to high volume of incoming calls from Capital One cardholders requesting account
closure due to membership fee, annual interest rate, or credit limit.
· Surpassed company expectations by persuading average of 72% of cardholders to maintain their
account; company average was only 60%.
· Explained benefits of Capital One account to callers and provided advice to cardholders on ways
to improve credit rating.
· Presented special offers to encourage cardholders to keep account open.
Correctional Officer,
Bartlett State Jail
Bartlett, Texas
40 Hrs Weekly
November 2003 – November 2004
· Monitored 208 offenders, ensuring offenders are in proper place at all times and minimizing risk
of suicide or escape; contributed to safe and secure environment for jail and surrounding
community.
· Conducted proper count in timely manner, covering entire campus including work, recreation,
church, and education areas.
· Maintained proficiency in safe use of gun and revolver.
· Operated rolling doors and other security mechanisms.
EDUCATION
- Associate of Applied Science: Criminal Justice, Central Texas College, In Progres
- Security +
- CCNA-Expired - Renewing
- CCVP- Expired Dec 2011
- CQS-Cisco Firewall Specialist
-
Cisco Network Admission Control Specialist
- CQS - Cisco IPS Specialist
OTHER INFORMATION
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Department of Defense Secret Security Clearance (SC)