Experience

Advancia Training

• Tunisia
• Professional Training and Coaching
• 1 - 100 Employee

• ATHD Helpdesk Technician

  • Sep 2013 - Present

  • Troubleshoots and resolves trouble tickets related to technical difficulties with hardware, software, and the network • Triage Level 2 and Level 3 (when possible) trouble tickets • Verifies issue resolution on the customer’s behalf • Verifies with the customer that the issue has been resolved and updates the ticketing system • Interfaces with infrastructure, database, and development personnel • Communicates plan, progress, and issues in a timely manner • Actively contributes to ongoing process improvement • Performs other duties or special projects as assigned Show less



Syntechs

• Virginia Beach, Va 23464

• Field Technician Contractor

  • Oct 2010 - May 2012

  • Performed onsite repair of Visio HD TVs and provided home networking services. • Served existing accounts by analyzing work orders; planned daily travel schedule; investigated complaints; conducted tests and resolved problems. • Established service by studying system requirements; ordered and gathered components and parts; completed installation performed acceptance tests. • Maintained rapport with customers by examining complaints; identifying solutions; suggesting improved methods and techniques; recommending system improvements. • Kept personal equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies performing preventive maintenance; calling for repairs. • Documented service and installation actions by completing forms, reports, logs, records and taking pictures. • Maintained customer confidence by keeping service information confidential. • Updated job knowledge by participating in educational opportunities; reading professional publications. • Accomplished operations and organization mission by completing related results as needed. Show less



Cyrus Acquisition Technologies LLC

• Military Sealift Fleet Support Command, Naval Station Norfolk Va. 23511

• Payroll Operations Analyst

  • Apr 2009 - Oct 2010

  Provided highly technical expertise in the use of various Information Technology (IT) tools such as Network and Host-based systems support, hardware and software maintenance, system logs, and batch processing to clearly identify and classify possible system failures to ensure timely data processing requirements. • Maintained job run procedures for daily batch jobs, onsite and offsite tape backup schedules and logs. • Executed and performed quality checks for daytime batch jobs. • Monitored system log files for successful completion of batch processes and ‘cron’ jobs (auto run processes). • Distributed batch processing reports and logs to appropriate departments. • Monitored all project hardware periodically during the day to assure operational status. • Performed User Support functions as assigned by IS Lead. • Provided backup support to the other Computer Operator as necessary. • Responded to user reports of problems with telephone system and call center support systems. • Opened and followed-up on trouble tickets with system vendors. • Kept updated knowledge of the working environment/ program including policies and procedures as referenced in the employee manual and corporate policies. Show less



Cegedim

• 1309 Executive Blvd, Chesapeake, VA 23320

• Data Center Computer Operator

  • Jun 2008 - Apr 2009

  In the performance of my duties, I used various programs and application tools, i.e. Net IQ, HP Openview (ITO), NAGIOS, Remote desktop, Remote task manager, Treesize Professional, VMware virtual infrastructure client, Data Protector, Magic Service client, ARCserve and other XP Pro and NT administrative tools. • Monitored client internal systems. • First responder to resolve any system issues that arise and escalate when necessary • Assisted with development, implementation and daily execution of all Enterprise monitoring procedures. • Coordinated with system vendors for hardware support- installation when necessary • Monitored DATA Center’s environmental systems and assure availability and functionality • Coordinated with external clients to inform them of critical alerts impacting their hosted environments. • Ensured media rotations are properly maintained according to established policies and procedures. • Assisted administrators, technical leads and MHS managers with work efforts. • Documented, recorded and logged events and issues that occur during my operations shift. • Created review and assign trouble tickets. • Controlled access of all vendors and MHS employees in the Virginia Data Center. Show less



Webster Data Communication

• Naval Station, Norfolk, Virginia 23511

• NMCI Customer Support Analyst

  • Jun 2008 - Apr 2009

  Helpdesk position where I responded to and diagnosed problems through discussion with users. I performed problem recognition, research, isolation and resolution steps. Resolved tech level I and II problems immediately while more complex problems were escalated to tech III level support. • Remotely troubleshot hardware/software issues to support end user accounts for military and civil service employees via inbound telephone calls in a helpdesk environment. • Generated, documented, and referenced trouble tickets using the remedy a ticketing system for every inbound call made into the Helpdesk area for further troubleshooting procedures. • Demonstrated ability to communicate orally and in writing and to have a positive customer service attitude • Escalated trouble tickets to higher technical support tier levels to resolve more complex customers hardware and software issues. Show less



AM Broadband

• Chesapeake, Virginia 23322

• Home Telecom Field Technician

  • Sep 2004 - Dec 2005

  • • Installed high speed internet and phone for Cox customers. • Trouble shot cable and network issues and resolved problem. • Installed digital phone for residence and apartment complexes. • Installed Cox equipment to include TV boxes, modems and NAU’s • Installed cable, and telephone outlets to customer specification. • Performed sales and upgrade responsibilities. • Worked in all weather conditions. • • Installed high speed internet and phone for Cox customers. • Trouble shot cable and network issues and resolved problem. • Installed digital phone for residence and apartment complexes. • Installed Cox equipment to include TV boxes, modems and NAU’s • Installed cable, and telephone outlets to customer specification. • Performed sales and upgrade responsibilities. • Worked in all weather conditions.



Harris Publishing

• Chesapeake, Virginia 23320

• Sales Associate

  • Oct 2003 - Aug 2004

  • Performed Inbound /Outbound call center responsibilities with the purpose of updating and selling alumni directories. • Persuading customers to buy a product • Kept informed of the products’ specifications and provided potential customers with beneficial information. • Key on identifying customer needs and directing them to an appropriate product solution. • Performed Inbound /Outbound call center responsibilities with the purpose of updating and selling alumni directories. • Persuading customers to buy a product • Kept informed of the products’ specifications and provided potential customers with beneficial information. • Key on identifying customer needs and directing them to an appropriate product solution.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Assistant Navigator/ Navigation LPO

  • May 1983 - Oct 2003

  • Navigation Leading 1st Class Petty Officer responsible for the safe navigation of the ship. (Surface and Submarine) • Managed a department of 10 junior sailors. • Trained sailors using submarine simulators for ship control and safe navigation. • 15 year experience aboard submarines and 6 year experience on LHD ships. • Taught in formal classroom environments, teaching o Voyage Planning Open Ocean Navigation o Restricted Water Navigation o Celestial Navigation. Resource Management • Dept Financial Resources – Ability to manage funds and make educated decisions on the optimum appropriation of funds for various expendures. • Material Resources – Excellent decision making capabilities relating to the appropriate use of equipment and materials needed to complete mission objectives. • Personnel Resources – Managed and motivates a team to complete goals, excels at identifying the right person for the job. Social • Instructor – Taught in classroom and simulator environments. • Negotiation – Ability to lead team members to reconcile differences to meet mission objective. Show less