Helpdesk Supervisor Resume

Title

Helpdesk Supervisor

Primary Skills

Windows, DHCP, Microsoft OFfice, SSH, DNS, DHCP Security

Location
US-TX-San Antonio (will consider relocating)

Posted
Jun-08-12

RESUME DETAILS

Career Overview

Over 10 years of experience as a professional 25B30 Information Technology Staff Assistant committed to maintaining cutting edge technical skills and up-to-date industry knowledge. Work well alone and as part of a team. Effective communicator with strong technical documentation skills.

Qualifications

Excellent problem-solving abilities
Strong analytical skills
Windows and Linux
Comfortable with change
Solid understanding of web framework
Knowledge of web technologies, protocols and tools
On-call experience
Technical help desk experience

Data privacy applications
Resource/capacity planning
Network/server maintenance
System backups
Enterprise-Wide solutions
Troubleshooting XP, Outlook and VPN
Excellent communication skills

Technical Skills

Skills Experience Total Years Last Used
------ ---------- ----------- ---------
Windows, DHCP, Microsoft OFfice, SSH, DNS, DHCP Security 9 6/1/2012

Accomplishments

IT Training
Successfully trained six employees to troubleshoot in all aspects of windows 7, allowed a flawless transition from windows vista to windows 7 without data loss for over 2,000 Soldiers and civilians.
Coached and mentored Soldiers so that all IT Soldiers serving within the battalion were able to get Security certified. Shared knowledge concerning basic Network functions.

Problem Resolution
Responsible for support and development of Battalion disaster recovery plan.
Served as subject matter advocate for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.

Network Support
Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.
Oversaw infrastructure of 8 buildings and acted as support for help-desk technicians and IT Department.

Network Security
Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links.

Installation
Installed appropriate security patches to dissolve security vulnerabilities.

Leadership
Competed and won two Brigade NCO of the Quarter Boards.
Mentored one Soldier to win the Battalion Soldier of the Month.
Was responsible for 3-10 Soldiers at the same time; developed a training plan for Soldiers to accomplish all mission tasks and be fully functional in all aspects within 90 days.

Work Experience

July 2010 to May 2012
US Army Fort Bliss, TX
25B30 Information Technology Staff Assistant

Troubleshooted and resolved web application issues escalated from customer support and other departments with a 100 percentage success rate.
Conducted research on current and emerging Web technologies and issues in support of Web development efforts.
Used creative imaging techniques to cut down restoration time for motion graphics workstations from four hours to twelve minutes.
Provided daily support to ensure Brigade staff had necessary tools to perform tasks efficiently.
Improved reliability from 90 percentage to 99 percentage of supply chain software, systems, database and order processing.
Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Designed Sharepoint masterpage and page layouts, serving as company's main Sharepoint support for all technical complications.

July 2009 to June 2010
US Army - 8th Theater Sustainment Command Fort Shafter, Hawaii
Senior Helpdesk NCO

Used creative imaging techniques to cut down restoration time for automations workstations from four hours to twelve minutes.
Worked with clients to analyze computing and network needs and installed appropriate solutions within each organization's budget.
Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Provided documentation and training on start-up, shut down and first and second level troubleshooting of processes to help desk staff.

May 2007 to July 2009
US Army Fort Shafter, Hawaii
Information Assurance Security Manager

Aligned office departments and increased inter-department communication and data sharing.
Developed and maintained accurate network documentation and Visio diagrams to provide management with proper understanding of organizational needs.
Served as operating system expert, providing technical support for entire organization.
Provided guidance and training to junior members of IT team regarding network security and troubleshooting of data circuits.
Served as operating system expert, providing technical support for entire organization; Volunteered to assist the joint mail terminal due to personnel constraints.

April 2002 to May 2007
US Army (KOREA) - 169th Signal Company APO, AE
Database and Network Administrator

Used a wide variety of techniques and tools in the development and unit testing of software applications, including: object oriented programming languages and software tools, analysis and design techniques, data base management systems, middleware and data access and retrieval programs to enhance Solaris Server administrator tasks.
Responsible for implementing key server side components using technologies like php, C and SQL.
Practiced network asset management by maintaining network component inventory, related documentation and technical specifications.
Designed, documented and executed appropriate maintenance procedures including system upgrades, patch management and system backups.
Responsible for the management, maintenance, and security of the GCCS-A Network for the South Korea Peninsula, providing much needed data to commanders across the theater of operations.

Education and Training

2001 James Madison High School San Antonio, TX
Highschool N/A

Transferring to UTSA, Spring 2012.
Currently 39 semester hours

Training Completed:
Network
ICND I&II
Active Directory 2003

Certifications:
Security

Certifications

See above

CONTACT DETAILS

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