Help Desk Technician with 5 years of experience in software, hardware, telecommunications and network support. Holds current Secret SBI security clearance. Provided excellent technical support to customers, rapidly diagnosing, troubleshooting and resolving client issues in a high volume 24/7 help desk call center. Team Leader with effective communication skills, problem solving, defining and satisfying project specifications, and prioritizing project tasks pursuant to project goals.  Detail oriented and dedicated to assisting the customers and exceeding their expectations successfully.  Data Network Technician with Networking and Advanced Routing certification, Security+ certification, IAT-II level certified to meet DOD 8570 requirements.

 

 

PROFESSIONAL BACKGROUND

IT Help Desk Specialist (Network Services/Customer Service)

10/2015 – 03/2016, 40 hour/week Department of the Army, 51st ESB , Fort Lewis-McChord, Washington

 

Routine Tasks and Responsibilities:

·   Provide excellent technical support of network and satellite telecommunications for WIN-T Regional Hub Node clients. Took charge when it was necessary to facilitate an action or decision.

·   Support customers routing and switching VOiP solutions in Cisco network environments in a timely matter.

·   Perform complex troubleshooting routines on the OSI layer, and multicasting and rendezvous point routing.

·   Provide detailed descriptions of issues in trouble ticket system (Remedy) and followed up diligently to ensure swift resolution.

·   Earned solid reputation for resolving complex issues and providing exceptional customer service.

·   Configure VLANS for data, voice and management network segments; Configured Point-to-Multipoint DMVPN tunnels using Next Hop Routing Protocol; Configure REDCOM switching equipment for integration of POTS and VOIP networks; Configured SNMP Online to monitor local and regional network nodes.

·   Using Cisco Unified Communications 4.3 software, create VOIP trunks, route patterns, and added phones.

·   Perform corrective maintenance on network and session layer VOiP and configure class and control of VOiP networks.

·   Create and maintain user accounts in Active Directory

·   Assists customers in solving windows application layer issues: (web browsers, DNS, Active Directory).

 

Working Knowledge of:

Cisco 6509 Blade Switch, Cisco 3800 routers, Cisco 3560 switches, Cisco ASA 5510 firewalls, Cisco MARS, Cisco 7960 G VOIP Phones, Sunfire X4100 servers, NetMRI, FAS 270 storage unit, Remedy Trouble Ticket system, Solar Winds toolset, SNMPC-Online, Cirrus, TACACS + (account creation), Avocent 5010 KVM switches, Syslog, Cisco Security Manager, Facit 6.3, Visio, Windows Server 2003, etc. and Cisco Unified Communications 4.3

 

IT Help Desk Specialist (Tier I and II support)

09/2014 – 10/2015, 40 hour/week

Department of the Army, 102nd Signal Battalion,

Landstuhl, Germany

 

Routine Tasks and Responsibilities:

·   Maintained positive attitude and assisted in fostering and nurturing a high level of team work within Customer Services.

·   Applied diagnostic utilities to aid in troubleshooting.

·   Remotely troubleshoot agency computers, scanners, printers, cameras, etc.

·   Remotely troubleshoot, install and configure agency approved software and managed agency workstations

·   Accessed software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

·   Performed hands-on fixes remotely or in person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·   Installed anti-virus software and ensure virus definitions are up-to-date.

·   Performed preventative maintenance, including checking and cleaning of servers, end user devices, and other IT equipment.

·   Developed help sheets and FAQ lists for end users.

·   Evaluated documented resolutions and analyze trends for ways to prevent future problems.

·   Alerted management to emerging trends in incidents.

·   Assisted in software releases and roll-outs according to Change Management best practices.

IT Help Desk Specialist (Customer Support)

09/2013 – 09/2014, 40 hour/week

Department of the Army, 102nd Signal Battalion,

Kleber Kaserne, Kaiserslautern, Germany

 

Routine Tasks and Responsibilities:

 

·   Maintain a friendly environment, good morale and great cooperation among team members.

·   Constantly going above and beyond basic service expectations to resolve customer issues.

·   Isolated performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone.

·   As an Information Management Officer/System administrator, managed use automation/network division that included Active Directory administration, helpdesk, and related local and wide area networks supporting 600+ users, computers, and peripherals.

·   Provided special assistance to support remote access in adherence to company standards

·   Planned and scheduled installation of new and/or modified hardware and operating systems and application software.

·   Maintained, troubleshoot and managed Microsoft desktop environments.

·   Managed accounts, network rights, and access to systems and equipment. Manage systems resources including performance, capacity, availability, serviceability, and recoverability.

·   Emphasized team approach to provide excellent customer service.

·   Conducted systems testing to ensure operability, efficiency, and compliance with existing standards.

·   Monitored operation of the network and ensure that hardware and software are functioning properly and that operation standards are met.

·   Professionally documented detailed information in appropriate logs related to system problems and outages.

·   Coordinated preventative maintenance and vendor services as necessary.

·   Provided status reports and updates on progress to customers.

·   Performed backups with storage media.

·   Ensured ongoing satisfaction of customers and IT management with the delivery of Internet services.

 

IT Help Desk Specialist (Information Security/Customer Service)

08/2010 – 09/2013, 40 hour/week

Department of the Army, 102nd Signal Battalion,

Kleber Kaserne, Kaiserslautern, Germany

 

Routine Tasks and Responsibilities:

·   Being open and honest when communicating with team members created a more professional environment and allowed for more cooperation among team members.

·   Searched out methods to enhance customer satisfaction by improving efficiency and effectiveness of services provided.

·   Orchestrated all aspects of systems administration (SA) and database administrator (DBA) in the Theater Communications Security (COMSEC) Management Office for the Extension Tier 1 Segment ET1S.

·   Prepared testing and implementation plans. Established test criteria and data to ensure all program modules and outputs for assigned project were tested for completeness and accuracy.

·   Answered, evaluated, and prioritized service requests received via telephone, voice mail, e-mail, and in-person for user’s computer performance.

·   Resolved remote access issues, printing issues, and networks connectivity issues.

·   Performed manual operations required to install, run, troubleshoot, and maintain complex electronic COMSEC information systems to include Tier 2.

·   Assisted in the development and implementation of European Theater COMSEC information systems.

·   Provided guidance to personnel assigned to the European theater with COMSEC related matters.

·   Conducted risk assessments to identify possible security violations by analyzing computer assets and establishing security requirements based on possible countermeasures to achieve an optimum level of security.

·   Performed system backups to ensure daily backups run successfully and reviews backup logs, restarts failed jobs, and stores backup tapes off-site.