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Solutions-focused, team oriented individual with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.


I am seeking a challenging position that utilizes my strong organizational, leadership, writing, teaching 

and networking skills gained from my experiences in the US Air Force.

Work experience

May 2010Present

Network Technician

USAF Reserves, 710 Combat Operations Squadron

•Performs network administration support of Air and Space Operation Center – Langley AFB, VA.

•Maintains Joint Air Defense System Integrator (JADSI) to provide critical data to operators.

•Ensures Tactical Receive Segment (TRS) transmits data to necessary systems for analysis.

•Accomplishes server system builds using load SUMs (Software User Manuals).

•Configures and maintains network equipment and devices such as routers, switches, and network cabling (Fiber and Copper).

•Backup and restore configurations of equipment to minimize network downtime.

•Installs and maintains proprietary-phones, single-line phones, and secure phones (L-3 STEs)

•Analyzes network diagrams to troubleshoot and understand overall system architecture.

•Add/Remove computers and peripherals to NIPRNET/SIPRNET domain.

•Images and prepares PC’s for simulation training for end-users using Symantec Solution Suite.

•Installation and setup of external peripherals multifunction printers, document scanners, etc.

•Configures TCP/IP settings and test network connectivity between systems.  

Dec 2010Present


Integrated Systems Analysts (ISA)

• Assist with Single Point of Contact (SPoC) problem resolution over the phone; perform triage to reduce level 2 workload and assign tickets to correct resolution authority.

• Configuring user desktop Operating Systems and business applications using Symantec Ghost and Software Management Service.

• Create and respond to trouble tickets opened in HP Open View Service Center ticket management software.

• Assist end users with software and hardware installations, troubleshooting and upgrades.

• Train new technicians and interns on proper problem resolution and follow up procedures.

• Manage user accounts through Active directory web portal.

• Part of Virtual Machine configuration and conversion team.

• Part of Windows 7 upgrade team.

Jan 2006May 2010

Information Assurance Supervisor

USAF, 726 Air Control Squadron

• Troubleshot and resolved domain and local user problems as Squadron Client Support Administrator.

• Performed maintenance on small computer/printer hardware and on-site infrastructure for Base Network Control Center Helpdesk.

• Implemented Information Assurance (IA) safeguards to promote system availability, integrity, and confidentiality.

• Administered, operated, maintained and troubleshot all deployed and in-garrison applications and desktops.

• Installed, managed and troubleshot networked printers, Network-Attached Storage (NAS) systems, and squadron-wide visual information display over LAN.

Feb 2005Jan 2006

Digital Systems Technician

USAF, 726 Air Control Squadron

• Repaired, operated and deployed control/surveillance and tactical communications equipment valued at $35.9M.

• Deployed and performed maintenance on AN/TYQ-23(V5) Modular Control Equipment, Joint Tactical Information Distribution System Module, automatic telephone switchboards, analog telephone switchboards, tactical telephones, cryptographic equipment, 530 series maintenance shelters and M-series vehicles.

• Isolated failed systems to faulty subassemblies, requisitioned needed parts and performed and documented maintenance.

• Designed system layout and configured digital/switching equipment for the Control and Reporting Center (CRC).

• Mobilized, transported and configured mobile tactical systems interfacing the CRC with higher headquarters.


Jun 2004Present

Military Training Courses

U.S Air Force

Electronic Principles, Computer Network Cryptographic and Switching Systems course, USAF Supervisor training, On-the-Job Trainer course, Airman Leadership School, NetApp Data ONTAP administrator course.


•  Windows 2000 Active Directory Administration.  •  Local area networks administration.  •  Network consulting, design, planning and implementation both management and hands on.  •  Configuration and support of multi-protocol environments including TCP/IP, IPX/SPX, NETBIOS and SNA.  •  Ethernet, Fast-Ethernet and Switched Fast-Ethernet.  •  Switches and hubs installation (basic router configuration and troubleshooting).  •  Evaluation, recommendation and implementation of new technologies for the company.  •  Help desk management, managing and supervising personnel for rapid troubleshooting response.  •  Disaster recovery plan experience for network and systems redundancy. 
Microsoft SharePoint Administrator
• Deployed, customized and published collaborative site collections, sites, web parts, document libraries, lists, and views. • Knowledge of content organization techniques such as metadata, content types, and navigation. • Participated in requirements gathering sessions with departmental SMEs and IT personnel and translated business requirements into functional requirements. • Set up permission levels and permissions for individual users, SharePoint and Active Directory groups, libraries, and lists. • Familiar with Active Directory and server farm concepts. • Developed procedures and guidelines for SharePoint usage. • Set up and provided day-to-day end-user support through email, desktop, and telephone support in a highly collaborative team environment. • Created and conducted end-user training using how-to guides, tips and tricks, live and recorded presentations, and job aids focusing on ease of use and best practice procedures.
Microsoft Windows/Office/Exchange
• Microsoft Office (2010/2007/2003/XP/2000/97) deployment, troubleshooting and support. • Microsoft Exchange (2010/2007/2003/2000) deployment, troubleshooting and support. • Microsoft Windows (7/Vista/XP/ME/97) deployment, troubleshooting and support.
Symantec Anti-Virus Administrator
• Kept Unit's Symantec systems installed, up to date, and functional on 300+ PCs and laptops. Due to the requirements of the US Air Force, the auto-update feature of the Symantec program was disabled, so verification and installation of the most recent virus/threat definitions was a hands on process requiring knowledge of both the Symantec software and occasionally PC registry modification.
Video Teleconference Administrator
  • Data transport over ISDN circuits (government and commercial), Direct Digital H.320, and H.323 protocols as it applies to video teleconferencing. • Encryption Device management, KG175 TACLANES, KIV 19, KIV 7 HS/HSB and KIV 7M. • DVS-G web scheduler. • Microsoft PC systems applications operation, presentation support, and administration. • Asset maintenance and management.


Jul 2009Present

Security +


Top Secret/SCI

Office of Personnel Management