Resume

• 2010

  Bachelor's Degree

  Systems Management

  Golden Key International Honor Society

  Western Kentucky University

• 2008

  Jonathan

  Toney

  TEKsystems

  U.S. Army Corps of Engineers

  US Army Corps of Engineers

  Ashland Community & Technical College

  Huntington

  West Virginia Area

  I'm in charge of Incident Management

  where I monitor and run reports on tickets generated in our Remedy system for my team of technicians. I'm also Tier 2 Desktop Support

  where I provide customer support for software and hardware troubleshooting and configuration.\nJob Duties Include:\n•\tTeam Lead & Level 3 Support – provide training to new team members

  lead weekly team meetings

  handle or directly assist with difficult trouble tickets

  and facilitate team information sharing regarding current issues being addressed at Level 3\n•\tIncident Management – Balance team workload via Remedy ticketing system

  route tickets to appropriate teams

  generate daily reports

  and coordinate with enterprise teams to provide expedited service for high priority incidents \n•\tActive Directory experience in creating objects and verifying group memberships of objects & users\n•\tAdvanced software configuration with ODBC connections and license server configuration for customers\n•\tCable management of both network and PC cables\n•\tCoordinating warranty claims for replacement parts with third party vendors on behalf of the customer\n•\tMultifunction printer maintenance

  troubleshooting

  and mapping\n•\tNetwork troubleshooting and replacement of Cisco networking equipment\n•\tPC hard drive removal and replacement as well as documentation\n•\tRegistry troubleshooting for software & operating system issues\n•\tRemote troubleshooting using Bomgar software

  Remote Desktop and various CMD commands\n•\tSystem Security Compliance – IAVA Patching

  System Center Configuration Manager (SCCM) client based troubleshooting\n•\tTroubleshooting phone and fax lines with a butt set to confirm which side of DEMARC the outage is happening\n•\tTroubleshooting Security Tools – Mcaffee Host Intrusion Prevention (HIPS)

  Microsoft Enhanced Mitigation Experience Toolkit (EMET)

  government based Security Technical Implementation Guide (STIGs)\n

  PC Support Technician - Tier 2 & 3

  US Army Corps of Engineers

  Ashland Community & Technical College

  Enterprise System Administrator

  U.S. Army Corps of Engineers

  TEKsystems

  US Army Corps of Engineers

  Huntington

  West Virginia Area

  Under general direction

  responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects at assigned Corps of Engineers District and District Field Sites 50+ in all. Takes projects from original concept through final implementation. Interfaces with all areas affected by the project including end users

  computer services

  and client services. Defines project scope and objectives. Develops detailed work plans

  schedules

  project estimates

  resource plans

  and status reports. Conducts project meetings and is responsible for project tracking and analysis. Ensures adherence to quality standards and reviews project deliverables. Manages the integration of vendor tasks and tracks and reviews vendor deliverables. Provides technical and analytical guidance to project team. Recommends and takes action to direct the analysis and solutions of problems.\n\nDevelops and maintains work and vacation schedules to ensure coverage is available per contractual requirements. Reports all outages and corrective actions per locally defined procedures (such as designated Processing Center (CPC or WPC)

  Area Regional Manager

  Enterprise Services

  etc.) Develops Site Operating Procedures and provides guidance for Work Center Operating Procedures as necessary. Develops and provides required reports. Provides direct communication and coordination with associated counterparts (such as Regional Manager

  other District Supervisors

  etc.) to facilitate mission support. Works closely with and collaborates with the local IT Chief and Operations Officer on all ACE-IT user needs. \n\nSkills\n\nExcellent customer service skill. Knowledge of Windows Server platforms

  Active Directory

  Clustering

  Network Technologies and protocols

  Experience with Cisco routers and switches and telephony. VMWare

  SAN and NAS

  Virtualization.

  District Supervisor

  Associate's Degree

  Information Technology

  Phi Theta Kappa National Honor Society

  Ashland Community and Technical College

  A+

  CompTIA

  Security+

  CompTIA

• IP Networking

  Information Security

  Management

  Active DoD Secret Clearance

  Software Troubleshooting

  CompTIA A+

  Leadership

  IP Cameras

  Computer Hardware Troubleshooting

  Network Security

  Active Directory

  Employee Training

  Customer Satisfaction

  Cable Management

  Desktop Deployment

  System Administration

  Technical Documentation

  Toney