Richard R. Dzenowski

3484 Dartmouth Cove

Schertz, TX 78154 (USA)

Home Phone Number:  (210) 701-8265

Cell Number:  (210) 556-4818

Email:  rrdzeno@yahoo.com

Objective

I possess a good working knowledge of Information Technology work principles and am experienced in the development and implementation of a joint customer service environment that provides technology needs to a diverse group of contractor and military personnel. My experience comprises of System Administration, Relations Management and Customer Support through a helpdesk environment which provides me with the broad knowledge to assist, create and implement different areas of Information Technology.

Certifications

·         Network+, CompTia San Antonio, TX July 2010

·         IASO Information Assurance Security Officer Certification course Level 1 May 2009

·         Security+, CompTia San Antonio, TX MAR 2009

·         ITILv3 (Infrastructure Library) Version 3 Foundation Peachtree City, GA JAN 2009

Work Experience

 

Unemployed

 

·         Stay at home parent.  SEPT 2013 - PRESENT

 

United States Army 106^th Signal Brigade Sr. Systems Analyst
General Dynamics (Ft. Sam Houston - San Antonio, TX)
Supervisor: Aaron Marten, (470) 226-4847                                                      Mar 2013-Sep 2013

 

·         Provide brigades information and processes necessary to communicate with their customers, understand and identify customer needs and effectively build relationships between the Network Enterprise Centers (NEC’s), its customer base, and the Enterprise Service Desk.

·         Utilize BMC Remedy 7.6 ticket system to process, route, and audit user requests to ensure compliance with service level agreement standards for response and resolutions are met.

·         Prepare analysis of conclusions and recommend changes based upon sampling of past history reports and provide problem resolution oversight to AESD managers. Incident report studies submitted through the 7^th Command theatre SharePoint website

·         Educate users and NEC managers on technical and security awareness on 7^th SIG BDE computer procedures, suggest feasible approaches and make recommendations for Tier 1 personnel to satisfy user network requirements regarding repairs and meet deadlines of customer tasks.

 

United States Army Reserve Command (USARC) Tier II Regional Support Technician
SAIC (Ft. Sam Houston - San Antonio, TX)
Supervisor: Joel Duenez, (210) 221-5288                                                                 Jan 2009-Mar 2013

 

·         Provide LAN support for local and remote Reserve print servers and switches diagnose, troubleshoot and repair Army Reserve user NIPRNET windows XP, Vista and 7 operating systems issues with the use of enterprise tools DAMEWARE and CA DSM Remote Control.  Manage user accounts utilizing Active Directory for creation, deletion and verification of computer and server names within various command OUs on the USARC Domain. Assist with user profile backups and data storage, imaging of command computers, CAC PKI issues, work with PC monitors, BLACKBERRY units, DELL/HP series notebooks/desktops, scanners, peripheral devices and various client COTS application support and Virus protection software concerning system security and security concerns sent from the Army CERT team concerning computer and user accounts.

·         Educate users on technical and security awareness on USARC computer procedures, suggest feasible approaches and make recommendations with ESD Tier 1 personnel to satisfy user network requirements regarding repairs and meet deadlines of customer tasks and document customer work orders using the UNICENTER Service Desk/CA CMDB system for tickets.

·         Prepare analysis of conclusions and recommend changes based upon sampling of past history reports and provide problem resolution oversight to datacenter managers. Incident report studies submitted through the Tier II MS SharePoint website.

·         Assist Queue Managers with the implementation of the Enterprise IT Service Management plan for all Service Level Agreements in accordance with the Information Technology Infrastructure Library v3 concepts and practices. Work independently with Queue Managers to conduct analyses of multi network usage, user complaints, USARC traffic interruptions that affect computer long hauls and local reserve network circuits. Assist 4th ESC IMO on matters concerning certain OPORDS and task orders with life-cycle replacement of systems, battalion MAC processes to various equipment and enforcement of users 75R and IA (Information Assurance) training policies regarding ATCTS account information issues.

Air Force Center for Engineering and the Environment (AFCEE) Centralized Help Desk Specialist
TekPro Inc. (Brooks City Base - San Antonio, TX)
Supervisor: Brian Randall, (210) 536-1183May 2005-Jan 2009

 

·         Generated and submitted weekly and final monthly statistical reports on customer service requests, problem resolutions, customer complaints, problem escalations, combined resolved and unresolved REMEDY system tickets as requested by the contract supervisor.

·         Use AFCEE benchmark and performance measurement and evaluation data, in conjunction with collected and entered information via email and help desk phone calls from Air Force users for increased capacity and for supporting additional workloads.

·         Configured various types of state of the art LAN and stand alone printers, installed CAC readers and fixed PKI issues, worked with PC monitors, BLACKBERRY units, DELL and HP series NIPRNET laptops/computers, Canon/Lexmark scanners and other peripheral devices.

·         Administrated over 600+ network user accounts, initiate password resets, VPN group requests, verification of security login script data and government user group membership using windows Active Directory program and evaluated account components to achieve peak user efficiency within the overall AFCEE network connectivity domain.

·         Trained junior personnel on helpdesk standard operating procedures and Remedy trouble ticket system and assisted them with stressful situations and difficult calls to ensure prompt customer service and fast initial resolution of issues.

DFAS DMI Help Desk Support Representative
UNISYS (Austin, TX)
Supervisor: Lynn Cohee, (512) 891-2176Dec 2004- May 2005

 

·         Utilized Service Center Ticket database powered by PEREGRINE systems for standard trouble calls by phone, email and web and a REMEDY Action System to manage documented area network calls to ensure compliance with Service Level Agreement standards for response and resolutions met.

·         Served as first line technical support for team leads in conjunction with queue supervisors and reported any escalated client IT problems to the supervisory lead as applicable. Prepared items going to and coming from outside vendors and obtained cost analysis information needed for warranty service to commercial vendors.

·         Performed troubleshooting on LAN\WAN connected desktops, laptops, printers and mobile systems running W2K and Win XP. Provided desktop, remote control and peripheral support and network configuration and troubleshooting assistance on a daily basis.

·         Monitored status of closed technician service trouble tickets in the system and initiated courtesy calls to users who originated the requests to ensure the issue was corrected to the user satisfaction and if helpdesk provided prompt, fast service. Ensured technician personnel documented their progress and completion of assigned tickets.

AIS Technical Control Supervisor/ SPINTCOMM Operator/Mission Briefer 

U.S. Navy (Norfolk, VA)

Supervisor: CTOC (SW) Concepcion Kelly, (757) 445-1845July 1996 – Oct 2004

 

·         Reviewed proposals for change in new procedures as COMM supervisor, which consisted of IT SOP guidelines, objectives, scope, and users expectations. Gathered customer input, user work flow and final work products to analyze data and prepare project synopsis which compares alternatives in terms of funding, cost, time, supplies, assets, mission essential equipment and staff and recommend courses of action on review of acquisition of materials from central AIS funds for senior chain approval/disapproval.

·         Resolved functionality issues on classified LAN and standalone Windows NT, 2000 and XP communications terminals and network equipment such as CISCO routers and switches and command VTC system. Managed user accounts using Active Directory to create, modify, delete and track over 800+ NSGA personnel user profiles, password changes, IAVA system updates, group policy modifications and account rights and restrictions. Performed system server backups using VERITAS software for NSGA user data bases and profiles on Windows NT, 2000 network servers.

·         Provided timely, accurate intelligence against foreign targets abroad and warning support to joint component commanders supporting then-operational area missions. Assisted OS Specialists with collection of fleet info from Joint Operational Tactical System (JOTS) and GCCS terminals briefing senior personnel.

Education

·         Lockhart Pride High School Lockhart, TX / Graduated (H.S. Diploma) MAY 1996

·         Naval Fleet Integrated Cryptologic Communications Technical A, C Schools Pensacola, FL / APRIL 1997, 1999

·         OIAC 2225 ISSM Operational Security Training- Linthicum, MD / completed, SEPT. 2002

·         CCNA/CCNP (CISCO) Newport News, VA / courses completed, APRIL/MAY 2003

·         IMPLEMENTING MICROSOFT W2K Professional and Server. Network Infrastructure and Operating System Fundamentals- Virginia Beach, VA / comp, APRIL 2004

·         Air Force Center for Engineering and the Environment Brooks City-Base, TX (2005-2009): Letters of Appointment as alternate HQ AFCEE Work Group Manager, Client Server Administrator and ISSO (Limited), DOD Level 1 Anti-Terrorism and Information Assurance (IA) training certificate.

·         United States Army Reserve Center San Antonio, TX (2009-2013): Army DoD Information Assurance Awareness training, WXP Fundamentals, Encryption Technologies, Implementing Active Directory Infrastructure.

Security Clearance

·         Currently possess SECRET clearance. 

Possessed TOP SECRET Sensitive Compartmented Information (TS/SCI via SSBI) from April 1997 to December 2006. Counter-Intelligence Polygraph completed: 21 APRIL 2004 (NCIS)