GLOBAL BUSINESS SOLUTIONS, INC, MILLINGTON, TN……………………………………2015-present

IT SPECIALIST

Performs network administration duties that involve device configurations, applying iOS updates, patching, and hardening devices; configuration of new networks requiring connection of IBM BladeCenter chassis to Storage Area Network. Designs and documents Network configurations in Microsoft Visio; complies with Configuration Management policies and procedures. Configures devices, software, and firewalls. Reviews, devices, systems and networks for potential security risks. Maintains, develops, and implements interfaces. Assists in the design, development, implementation, testing, operation, maintenance, and administration of LAN/WAN. Deveiops long range plans that mitigate and minimize security risk in IT systems. Assists in the installation of hardware; provides troubleshooting and trouble call support. Ensures network security to include security upgrades. Maintains and backs up files, and maintains electronic mail systems.

 

AETNA INSURANCE, SAN ANTONIO, TX………………………………………………………………    2014-2015

CALL CENTER MANAGER

Responsible for first call resolution for First Health Part D customers who call help desk for questions about their prescription drug coverage policy. Accepted payments and advised members of benefits of different plans offered by First Health Part D. Educated member regarding cost of medication during different benefit stages that members traverse throughout the year. Considered a subject matter expert regarding policies and procedures of prescription drug coverages.

·   Counseled members regarding benefit plans.

·   Accepted different forms of payment for automated payment options.

·   Attended formal classroom instruction regarding policies and procedures of prescription drug plans.

 

Texas Energy Network, Pleasanton, TX.............................................2013

IT / PROJECT MANAGER (short-term project)

Engaged in office automation and documentation of Standard Operation Procedures (SOP) within IT services for oil field customers. Developed and submitted knowledge-based articles consisting of SOPs. Provided supervision and retained accountability for the performance of subordinate staff. Managed the configuration, software, inventory and operation of all IT equipment. Implemented security programs and best practices across all IT systems. Developed IT security systems that evaluated the the effectiveness of the security posture and provided advice and solutions to a vast array of IT security issues.

·   Originated and drafted SOPs for antenna systems.

·   Completed a project that allowed the company to trademark the method of building an antenna system for storage in vehicles.

·   Implemented a policy of creating SOPs for daily activities and help desk functions, allowing technicians to assist customers over the phone in many instances without having to dispatch staff to resolve the matter in person.

 

Enterprise Information Services, Lackland AFB, TX....................................2012-2013

PROJECT LEAD

Managed the JWICS Enterprise Service Desk, overseeing the performance of 21 technicians. Engaged in drafting and submitting executive-level reports comprised of service level agreements and the status of personnel. Developed and submitted knowledge-based articles consisting of SOPs, and reported directly to the corporate vice president regarding all help desk operational matters. Provided various ad hoc reports to DoD and contract management.

·   Notified all global users of system updates and outages.

·   Acted as the chief liaison between EIS corporate office and government stakeholders.

·   Trained, mentored and coached 20 help desk technicians in Enterprise Service Desk operations.

·   Utilized impeccable oral and written communication skills as well as flawless customer service skills.

 

CACI Technologies, Lackland AFB, TX..........................................2010-2012

HELP DESK TECHNICIAN

Managed all Tier I and II resolution of computer hardware and software issues, achieving optimal levels of personal performance and accomplishments that produced tangible and positive impacts. Created user accounts in accordance with USAF standards, providing file, print and messaging access. Installed, configured and maintained computer equipment, including terminals, printers, modems, personal laptops and data communication instruments.

·   Ensured all issues were addressed and solved, striving for consistent first-call resolution.

·   Demonstrated proficiency with various ticketing software, including HP Open View and Remedy.

·   Validated network and printer connections, and the functionality of machines on network.

·   Accurately resolved computer networking issues for a high-ranking officer, receiving an outstanding customer service appraisal.

General Dynamics, Camp Lejeune, NC..........................................2009-2010

ADVANCED HARDWARE TECHNICIAN

Acted as the civilian hardware technician for the US Marine Corps Third Radio Battalion at Camp Lejeune, NC. Retained accountability for the repair of all computer hardware. Performed maintenance to laptop computers not covered under warranty, and ensured hardware was packaged and mailed back to the manufacturer for repair when applicable. Reviewed product and operation manuals to order correct parts.

·   Ensured the annual inventory of all equipment met 100% optimal performance standards.

 

United States Navy, Various Locations..........................................1989-2009

INFORMATION SYSTEMS TECHNICIAN

Managed, trained and coached 25 US Navy personnel in a Help Desk / Call Center environment. Ensured prompt response to functional and technical inquiries in support of military systems, applications and tools. Monitored staff performance to ensure services were rendered using First Call Resolution and customers were able to resume tasks in a timely manner. Ensured optimal communication, both orally and in writing.

·   Established service level agreements for all users globally.

·   Oversaw the implementation of a US Navy help desk and service call center at the US Navy Sixth Fleet Headquarters in Naples, Italy for utilization by military installations and ships throughout the European region.

·   Supervised 10 personnel challenged with Tier I and II help desk calls.

·   Interpreted and tracked customer trouble calls and ensured resolution.

·   Retained accountability for the career advancement and job specific training of 350+ military members.

·   As OPSEC Officer for Commander, Naval Recruiting Command, responsible for semi-annual training of over 400 personnel regarding the command OPSEC program. Researched and conducted departmental audits and performed training. Overall responsible for effective implementation of Command OPSEC Program. Considered subject-matter expert regarding security policies and procedures that ensured compliance and awareness.

·   Determined and recommended hardware and software specifications that supported security applications and tools.

·   Gained valuable experience with troubleshooting and implementing solutions to complex computer hardware, operating system, and network connectivity issues.

·   Extensive experience with the application of implementing security controls in accordance with Federal and Industry-specific Security Policies.

·   Familiar with audit monitoring, reporting and mitigation involving security issues.

M.S. - Information Technology Management, American Military University (2013)

Concentration in Information Assurance and Security

B.S. - Information Technology Management, American Military University (2011)

Certifications: Comptia Security+, Information Systems Administrator,

Navy Information Systems Security Operator/Manager

Operating Systems: Windows Server 2000/2003, XP, Vista, 7, Linux (Red Hat), Solaris, iOS (Apple), System/Network                           

Protocols:TCP/IP, DNS, DHCP, SMTP, POP, IMAP, SSL, 802.11, OSPF, Local and Wide Area Network Administration, SQL, Internet Protocol Version 4 (IPv4), Internet Protocol Version 6 (IPv6), Lightweight Directory Access Protocol (LDAP)

Mail Systems:Exchange 2000/2003, Microsoft Outlook, Active Directory, Domain Name System (DNS)             

Hardware:                HP, Dell, IBM, Intel, Cisco, VoIP Telephony, APC, Oracle databases, Domain Controllers, Secure Web Gateway Servers.

Wireless:Belkin, LinkSys, Dlink.  Solid understanding of all the 802.11x protocols and associated security algorithms

Security:                 Assured Compliance Assessment Solution (ACAS), Security Technical Implementation Guide (STIG), DISA STIG Viewer, Nessus, Intrusion Detection, Intrusion Prevention, Firewalls, Security Algorithms, Information Assurance, Computer, Network, Operational, Cryptographic, and Information Security, Communications Security Material Systems, Operations Security, Electronic Keying and Material Systems, Security, Risk and Vulnerability Assessments, IPSec, Public Key Infrastructure, Access Control Lists, Information Assurance Vulnerability Alert (IAVA) Risk Management Framework, Concept of Operations, Testing and Evaluation, McAfee, Contingency Planning and Disaster Recovery, Familiar with Public Law and Presidential directives regarding Information Security.

Remote Access:VPN, Citrix, RDP

Applications:WinZip, Defense Messaging System, Adobe Acrobat, ActivCard Gold, Active Client, FACIT, HP Open View, and Remedy Ticketing Systems, Software for Tape Backups, Microsoft Office Suite, Active Directory.