Jonathan Moots

236 Wisdom Path ˜

Phone: (757) 419-0785 ˜

CERTIFIED SENIOR SYSTEM ANALYST

Network Technician ˜ Field Services ˜ Tier 2 Help Desk ˜ Software/PC/LAN Troubleshooting

  — Cisco CCNA and CompTIA Security+ certified professional with eight years of help desk experience providing

software, hardware, client/server and networking technical support.

  — Active Secret Clearance with Single Scope Background Investigation within the last five years. DoD 8570 IAT II

compliant.

  — Consistent success working in high-volume, 24x7 technical call centers, as well as part of a field operations team on a

US naval base. Demonstrated strengths in rapid resolution of customer issues.

KEY SKILLS

-Technical Troubleshooting

-Hardware Configurations

Software:

Hardware:

Platforms:

Protocols &

Configurations:

-Software Installs

-LAN Connectivity

-Phone & Online Support

-Active Directory

TECHNOLOGY PROFICIENCIES

Citrix XenApps, Active Directory, SM7, Remedy, Radia, Element, Casper Suite

Cisco Switches and Routers (2900 and 3500 series switches, 2800 series routers), HP Servers,

PCs, Laptops, Blackberries, MFDs

Windows (2000\XP\Vista\7), Windows Server 2008 - 2012, BES, Cisco IOS 15, UNIX, Mac

OSX, MS Exchange Server 2007

IPv6, RIPv2/ng, EIGRP(IPv4/v6), OSPFv2/v3, HSRP, VRRP, GLBP, STP(PVST+ &

RPVST+), 802.1q, Frame Relay, PPP, eBGP, SNMPv2/v3, NetFlow

PROFESSIONAL EXPERIENCE

CITY OF NORFOLK — Norfolk, VA

Senior Systems Analyst, 2014 to Present

  — Served as team lead for a small IT team that oversaw all internal IT support (hardware, software, security, and

network) for City of Norfolk’s Public Libraries

  — Proposed and then acted as Project Manager for the city wide implementation of Casper Suite servers and systems

designed to centrally manage Apple devices

  — Instituted a department wide ticketing system for the consolidation of work requests and the tracking of trends within

the network

HEWLETT PACKARD — Portsmouth, VA

NMCI Base Operations Field Service Technician, 2012 to 2014

  — Provide field operations support for hardware, software, and LAN issues for 12,000 seats spread across a single US

naval base and 12+ external sites.

DIGITAL INTELLIGENCE SYSTEMS — Norfolk, VA

NMCI Service Desk Agent Tier II, 2012

  — Routinely exceeded call-handling goals, closing an average of 25 calls daily with an 80% first-call resolution ratio and

an average talk-time below required talk time goals.

  — Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Excelled in asking probing

questions and researching, analyzing and rectifying problems.

COX COMMUNICATIONS — Chesapeake, VA

Tier II Technical Support Technician, 2010 to 2012

  — Partnered with NOC\SOC and System Engineer teams to solve high-level TCP/IP network problems and manage

residential network security concerns such as DMCA infringements and malware.

CUTTING EDGE TACTICAL, INC. — Moyock, NC

IT Specialist, 2008 to 2010

-User Training

-Customer Service

Chesapeake, VA 23322

jonathan.moots@gmail.com

  — Managed all software, hardware, and network needs for small-office environment. Maintained company website and

Monster Commerce storefront, as well as GSA contract modification program SIP.

EDUCATION & CREDENTIALS

Cisco CCNA, 2016

CompTIA Security+, 2012

Dell Certified Technician (Laptops, Desktops), 2013

Hewlett Packard Certified Technician (Laptops, Desktops), 2013

LEE UNIVERSITY — Cleveland, TN

Bachelor of Arts in Communications, 2007

TIDEWATER COMMUNITY COLLEGE — Virginia Beach, VA

Network Infrastructure Specialist, Fall 2016 (In Progress)