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Street Address  Martin Dr.Bellevue, NE Street Address
Home: PHONE NUMBER AVAILABLECell: PHONE NUMBER AVAILABLEEMAIL AVAILABLEEmployment History2019 Hamaya GroupHelp Desk LeadAssisted users with password resets in Windows and multiple banking applications. Unlocked users accounts working with Active Directory. Led up to 12 onshore Agents when they had sisues helping users. Was 2nd tier escalation point for issue tickets when agents could not resolve issue. Worked special projects when needed by customer. Troubleshot hardware/software issuesWith Desktops/laptops/printers/scanners and other Bank hardware.2013 to 2019 TierpointCisco TAC Supervisor Desktop SupportSupervise a team of 16 Cisco TAC Engineers supporting on UCS-B, UCS-C, and MCS series servers and equipment. Perform troubleshooting, via Cisco WebEx, remoting into Windows, Linux, and VMWare based Intel servers. Troubleshoot issues on CPUs, memory, disk controllers, NICs, hard drives, etc.Order replacement parts. Assist customers in rebuilding RAID 0, 1, 5, and 10 arrays. Handle case escalations and communications with customers.Prepare weekly, monthly and quarterly reports. Work with high volume customers, with special contracts, to iron out issues and raise customer satisfaction. Modify processes to meet customers evolving requirements. Worked with Salesforce ticketing system.EDUCATIONAm 2 classes shy of an Associates Degree in Information Systems from the University of PhoenixCOMPUTER EDUCATIONSUN Advanced UNIX System Administrator I & II, Windows NT Server Administrator, Honeywell Computer Operator and advanced operator, Sperry advanced operator, DEC Operator, DEC System Management I and II, DCL Utilities and Commands. I also attended Sun Solaris 10 Boot Camp. USAF PC maintenance classes through Zenith Data Systems.CERTIFICATIONSI have been a certified instructor for 4 years in Crisis Prevention, CPI, through the Crisis Prevention Institute.PROFFESIONAL MILITARY EDUCATIONUSAF NCO Academy, USAF NCO Prepatory School, USAF Institute Military Technical Writing, Workplace/AFOSH Safety, various supervisory and management courses.