Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ● abc@xyz.com

Technical Support ~ LAN / WAN Administration ~ End User Relations

Training ~ Upgrades ~ Project Coordination ~ Imaging ~ Roll-outs

         Proven skills in providing, directing, and supervising technical support of desktops, laptops, mobile devices, operating systems, hardware, LANs, WANs, and software.

         Ensure high levels of customer satisfaction through seamless communication and cooperation.

         Demonstrated capabilities in analyzing, accurately diagnosing, and efficiently rectifying often challenging technical errors and issues.

         Well-versed in applying regular back-up procedures to safeguard critical business data.

         Extensive talents in helpdesk operations, hardware diagnostics, performance tuning, remote support, antivirus applications, software licensing, and network monitoring to maximize business continuity.

         Strong blend of technical, customer relations, documentation, and critical thinking capabilities.

         Excel at installing, configuring, updating, and maintaining hardware, software, and peripherals.

         Possess an active Secret Security Clearance.

Horizon Industries Limited, Battle Creek, Michigan, 4/2013 - Present

Network Engineer / Administrator

         Spearhead LAN/WAN administration and troubleshooting for Defense Logistics Agency (DLA).

         Deploy and administer Cisco and Brocade network hardware including initial configuration and IOS upgrades on NIPRNET and SIPRNET.

         Administer refreshes of network devices such as switches and UPS systems.

         Efficiently update and configure hardware to provide POE and enable VoIP deployment.

         Support end users requiring specific network configurations and adjustments such as VLAN changes, network printer setup, and NAC.

         Participate in ongoing LAN flattening project including site surveys, planning, and configuration and deployment of new network hardware.

         Conduct wireless site surveys to ensure quality service across newly installed access points.

         Install new wall jacks and run CAT6 cabling to accommodate clients and devices at field sites.

         Methodically facilitate RMA (Return Merchandise Authorization) process for defective hardware.

Science Applications International Corporation (SAIC), Battle Creek, Michigan, 2/2010- 4/2013

IT End User Support Technician

         Analyzed, troubleshot, diagnosed, and resolved broad-based technical issues related to hardware, applications, and network for Defense Logistics Agency staff.

         Ran and terminated CAT5 Ethernet lines, installed Cisco switches, provided vital Blackberry support for 80+ managers and supervisors, and trained new team members to foster team cohesiveness.

         Imaged workstations in alignment with rigorous government guidelines, installed software on workstations, and maintained and replaced peripherals encompassing scanners, printers, and input devices.

         Loaded Fujitsu tablets with Windows 7 and tested wireless connectivity and smart card integration to ensure flawless performance.

         Championed ERP rollout including installing Intermec and Kyocera printers, configuring Attachmate program, and adding users to mainframe print groups.

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         Collaboratively imaged 3,400 machines in support of major Windows 7 roll-out.

         Imaged new hardware to replace 120 desktops in classrooms, and installed and tested 3^rd party software on Windows 7 O/S.

Horizon Industries Limited, Battle Creek, Michigan, 4/2009 - 2/2010

IT Helpdesk Technician

         Helmed IT systems and infrastructure for Defense Logistics Agency by troubleshooting hardware, software, LAN/WAN and VPN, upgrading software, installing peripherals, and meticulously documenting resolutions.

         Trained, mentored, coached, and guided new employees to optimize daily productivity.

ABC Appliance Inc., Elkhart, IN, 10/2003 - 4/2009

Mobile Manager

         Directed, mentored, motivated, and trained employees in sales and installation of car stereos, amplifiers, alarms, GPS units, remote starters, satellite radio systems, and cell phones.

         Activated cell phones and Bluetooth products at point of sale for customers.

         Maintained and replenished inventory by ordering merchandise as required.

         Twice awarded for exceptional sales performance and won multiple sales contests sponsored by Kenwood, Infinity, Polk, Rockford Fosgate, JVC, and Sony brands.

ABC Appliance Inc., Battle Creek, MI, 7/2000 - 10/2003

Sales Associate

         Cogently explained, promoted, and demonstrated features and functionality of equipment and services to maximize sales, profitability, word-of-mouth marketing, and positive company reputation.

Battle Creek Public Schools, Battle Creek, MI, 5/1998 - 8/1998

Technical Assistant

         Troubleshot, scanned, defragmented, and cleaned hundreds of PCs for public school system, and proficiently configured network of 30 computers from scratch.

Cisco CCNA - ICND2 (640-816)

Cisco CCDA (200-310)

ITIL Foundation for Service Management

Cisco CCENT (CCNA- ICND1, 640-522)

CompTIA Security+

CompTIA Security+ CE

Microsoft Certified Technology Specialist (MCTS Windows Vista)

Microsoft Certified Technology Specialist (MCTS Windows 7)

Hardware: Cisco switches, routers & NAC, Brocade switches, Enterasys switches, HP switches, Gateway, Dell, HP, Compaq, Linksys, D-Link, Gigabyte, Asus, Corsair, Kingston, ATI, Nvidia, Lite-On, Samsung, Antec, Enermax, Maxtor, Western Digital, Intel, AMD, Apple, Motorola, Intermec, Kyocera, Fujitsu

Software: Microsoft Office Suite, Media Player, Magic Helpdesk, ITSM Remedy, Secure CRT, SolarWinds Network Performance Monitor & IP Address Manager, Dameware Remote, Symantec Norton Antivirus, Norton Internet Security, Norton Utilities, Norton Ghost, McAfee HBSS, Eset NOD 32 Antivirus, Kaspersky Antivirus, Kerio Personal Firewall, Zone Alarm Antivirus & Firewall, Novell, Photoshop, Acrobat, Paint Shop Pro, WinRAR, 7zip, WinZip, Diskeeper, Perfectdisk, Maxtor Maxblast, Registry Mechanic, FlashFXP, CuteFTP, Mozilla Firefox, QuickTime, Nero Burning Rom, Alcohol 120%, iTunes, Ad-Aware, Spyware Doctor, Driver Cleaner Pro, Attachmate

Operating Systems: Cisco IOS, Windows XP, Vista, Windows 7, Windows 8, Mac OSX, Apple iOS, Android