Seeking a position where skills, training, and experience working with computer/server systems with the opportunity for
future training. Over five years of work experience while serving in the United States Army
as an Information Technology Specialist and over two years as a member of the LA BioMed Information Systems
staff as a help desk technician. Gained experience in networking, troubleshooting computers, and information
security. Granted a secret security clearance by the Federal Government. Promoted three times and recognized
on multiple occasions for outstanding job performance, technical expertise and mission accomplishments.
Technical help desk experience Strong analytical skills
Information security Database servers
Network asset management Proficiency in TCP/IP protocols
GUI and tools Optimizing and performance tuning
Excellent problem solving skills Testing
Skills Proficiency Total Years Last Used
Windows, Unix, Linux, Mac OSX, DNS, Experienced 9 2017
SSH, DHCP, FTP, Microsoft Office,
08/2014 to Current
Help Desk Technician IIILA BioMed － Torrance, CA
Prepared and presented technical proposals for clients.
Troubleshoot and resolved web application issues escalated from customer support and other
departments with a 100% success rate.
Worked with clients to analyze computing and network needs and installed appropriate solutions within
each organization's budget.
Developed IT strategic vision and drove key departmental objectives.
Issued license codes to new and existing customers.
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Maintained composure and patience in face of difficult customer situations.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer
Referred difficult issues to upper management while maintaining positive rapport with customer.
Informed customers about issue resolution progress.
Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Assisted customers with technical issues via email, live chat and telephone.
Responded to customer service emails in a timely and effective manner.
Handled a large volume of phone calls, chat and emails.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Devised workarounds for problems.
07/2011 to 04/2013
Senior Information Tech SpecialistU.S. Army － Fort Sill, OK
Oversaw the daily performance of computer systems.
Answered user inquiries regarding computer software and hardware operation to resolve problems.
Entered commands and observe system functioning to verify correct operations and detect errors.
Set up equipment for employee use, performing and ensuring proper installation of cables, operating
systems, and appropriate software.
Installed and perform minor repairs to hardware, software, and peripheral equipment, following design and
Maintained records of daily data communication transactions, problems and remedial actions taken, and
Read technical manuals, conferred with users, and conducted computer diagnostics to investigate and
resolve problems and to provide technical assistance and support.
Referred major hardware and software problems and defective products to vendors and technicians for
Developed training materials and procedures, and trained users in the proper use of hardware and
Conferred with staff, users, and management to establish requirements for new systems and
07/2008 to 07/2011
Information Tech SpecialistU.S. Army － Fort Sill, OK
Installed network software, including security and firewall software.
Installed new hardware and software systems and components, ensuring integration with existing network
Backed up user's personal files and settings on Windows-based computers before reimaging systems.
Troubleshot network connectivity issues.
Education and Training
High School DiplomaSomerset High School － Bellflower, CA
Certificate, Information Technology Course
U.S. Army Signal and Communication Training Center Ft Gordon, GA
Certificate, Defensive Driving Course
U.S. Army Ft Sill, OK
Certificate, Combat Life Saver (Advanced First Aid) Course
U.S. Army Medical Command Ft Sill, OK
Adobe, analytical skills, Army, asset management, budget, cables, strong interpersonal skills, hardware, network
systems, clients, customer service, customer support, databases, Database, DHCP, DNS, Driving, email, firewall, First Aid, FTP, GUI, help desk, Information security, Information Technology, IT support, Linux, Mac, Microsoft Office, Windows, negotiation, Network, operating
systems, personnel, problem resolution, problem solving skills, progress, proposals, protocols, rapport, Read, repairs, SSH, servers, strategic, TCP/IP, technical assistance, technical manuals, telephone, phone, training materials, Troubleshoot, Unix, vision
High School Diploma Certificate, Information Technology Course U.S. Army Signal and Communication Training Center Ft Gordon, GA
Certificate, Defensive Driving Course U.S. Army Ft Sill, OK
Certificate, Combat Life Saver (Advanced First Aid) Course U.S. Army Medical Command Ft Sill, OK
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