IT SPECIALIST (CUSTSPT)/Video Teleconference/Audio Visual ProductionTech Resume
As the AOR Customer Support Lead, I am responsible for providing a wide range of IT support to all assigned customers worldwide. My position encompasses a high degree of customer contact throughout the AOR community. My customer support encompasses hardware, software, network support, new project/new development support, database support, web support, VTC support, requiring my knowledge of all Information Mission Areas. Provide technical guidance, assign tasks and establish workloads for the civilian and contractor workforce assigned to the AOR Helpdesk.
Serve as a member of the AOR Configuration Control Board. I conduct studies of customer support performance to determine areas of deficiency, identify commonality of problems with equipment and/or software to insure proper documentation and performance. I evaluate the need for changes in local policies or procedures. Identify existing or potential problem areas with recommends or directions on necessary corrective action or preventive measures. Establishes the AOR NIPRNET/SIPRNET baseline desktop/laptop configuration builds, developing technical solutions for system upgrading and survivability to enhance AOR’s current Information Management/Information Technology structure. Coordinate planned system outages with Users worldwide and appropriate agencies as required. In charge of developing, maintaining and briefing circuit availability and network access status reports. Respond to verbal and written communications using a high degree of tact and diplomacy. Utilize network monitoring tools such as HP Open view and review open trouble tickets, monitor network disruptions and track the progress of service restoration. Notify personnel and commanders of network outages that persist for one hour or longer to determine mission impact.
Report findings to management for evaluation and responsibility for resolving difficult and complex problems. Establish and conduct customer service surveys and provide results to management. Serve as the Telephone Control Officer. Provide technical assistance to AOR personnel to ensure future acquisitions are in compliance with the INSCOM IM/IT plan. Develop and maintain current systems architecture; and train others in the installation, use and troubleshooting of automation software/hardware. Provide full Customer Service Support to the organization including the SOUTHCOM Headquarters, Flag Officer.
Using my knowledge of equipment and networks, develop and write standard operating procedures (SOPs) for all assigned responsibilities. I update, maintain and distribute SOPs to all users. Post and maintain SOPs and other operational policies on web pages. Maintain and review for accuracy, User information listed in the automated databases. Advice customers of required hardware/software upgrades, assist with developing timelines for upgrades based on mission impact and track actions to closure.
Provide expert knowledge of Systems Administration, Systems Security, Microsoft Automation products, and Audio/Video installation and support along with knowledge of computer and network hardware. Expert knowledge of computer diagnostic techniques, computer performance measurement tools, network monitoring software, and network addressing and configuration. Provide expert knowledge in network outages, disruption, and restoration. I am highly skilled in applying my knowledge’s to the development of new methods, approaches, or procedures in troubleshooting solutions.
Apply by ability to develop technical solutions for system upgrading and survivability which also requires my working knowledge of the architecture of the system.
Utilize my expert knowledge of secure networks support (SIPRNET, NIPRNET, and JWICS) and IT PC support requirements. Provide my expert knowledge of networks/systems/equipment technical specifications, design, integration, software capabilities, documentation and maintenance of both new and existing networks/systems/equipment.
Manage every aspect of JIATFS Multimedia Services element to include all Video-Tele-Conferencing (VTC) Operations and Audio-Video Information Support Activity (AVISA). Strategically plan JIATFS future operations; manage resources and pursue technical improvements to enable more efficient and effective methods of accomplishing the command mission. Manage the performance, availability and serviceability of multimedia systems and is considered the subject matter expert regarding multimedia intelligence, visual information operations and the planning and delivery of customer support services in response to local and distant end customer requirements and maintenance of hardware and software systems. Plan and schedule the installation of new or modified hardware and operating systems and applications software. Advise station team, IT specialists and operations management personnel of current developments and trends in state-of-art technologies to improve station support to local and world-wide operations. Develop and document systems administration standard operating procedures. Evaluate software and hardware alternatives and systems design strategies for possible future use. Develop, maintain, and administer necessary databases to accurately monitor and report on systems, enabling metrics production that tracks output and systems efficiencies.
As the station focal-point and technical SME for the JIATFS Communications, my duties to administer and manage VTC systems with regard to scheduling and maintenance of all VTC endpoint and intermediary operating systems. Act as the technical authority for the design, development, and maintenance of mini/micro VTC executive systems, applicable wide and local area networks, and government and commercial software in support of multiple VTC systems and equipment within JIATFS' operational and administrative areas. Provide operational, technical, and systems security support for all VTC and peripheral ADPE systems throughout the Command. Monitor the day-to-day activities and performance of various on-site and enterprise VTC systems and diagnose system failures to isolate the source of the problem. Modify, correct, resolve and/or report problems found with system software and network operating systems and associated hardware.
As the VTC/AVISA manager, I plan and program for JIATFS’ expected future growth, develop and implement recapitalization plans, and train and mentors subordinates. Oversees the day-to-day AVISA operations, ensuring that adequate resources (personnel and equipment) are available and used efficiently to satisfy customer requirements to complete work on time and without error. As a J team member, we manage and monitor the direct multimedia support provided to JIATFS’ Command Group and subordinate directorates. Develop, install, and maintain government and commercial off-the-shelf operating system software, firmware, hardware, and networks.
Possess working expert knowledge in a wide range of VTC and applicable information Technology concepts, principles, and practices, gained through extended graduate study and experience, and skill in applying my knowledge to difficult and complex work assignments; and a comprehensive, intensive, practical knowledge of a technical field and skill in applying my knowledge to the development of new methods, approaches, or procedures, installation and maintenance of VTC systems and accompanying hardware, local and wide area networking capabilities, and automation security procedures. Provide my knowledge of, and skill in applying principles and methods for integrating VTC and Information Technology system components; performance tuning tools and techniques; and systems diagnostic tools and fault identification techniques sufficient to install and maintain software and hardware, control current versions and future releases of applications software, and document the physical configuration of an information system; optimizing the functionality of networks and systems; and diagnose and recover failed systems.
Equipment expert with: Codec equipment system, Tandberg mxp PolyCom HDX Series, Concorde /x PictureTel and Sony PCSHG HD, JWICS, PA Systems, V Brick, Sony HVR-ZU Camcorder, line printers, laser printers, tape drive units, LAN data cables to ADP equipment and hubs, Network Equipment Routers, Bridges, and Cabling system. TV Monitors Network Interface Cards, Modems, and Multiplexers, local area Network LAN.
