Technical Support Customer Service
Resume:
BARRY DODD
********@*****.*** 256-***-**** Madison AL
Summary
Assertive, results-driven professional with over 17 years of experience in customer service and technical support. Possess self-discipline, problem-solving skills, attention to detail, great communication skills, and a passion for technology. Interacts and communicates easily with all levels of personnel and clients, demonstrates sensitivity regarding diverse backgrounds, cultures, and expectations.
Skills
• Operating Systems: (Windows 11, 10, 2000, Vista, XP)
• Software: Microsoft Office Suite, SharePoint, ITSM, Remedy ticket system, Active Directory, Anti-Virus, TCP/IP, DNS, DHCP. Installation of GOTS/COTS
software via SCCM client, Virtual Machine.
• Purebred Agent: Access needed to configure government i-phones, maintain connectivity and accounts.
• SIPR Admin: Maintain SIPR machines and provide
support to end users, set-up and maintain equipment, manage user accounts.
Experience
Computer User Technician Advanced
Logistics Data Analysis Center (LDAC),
US Army Materiel Command
Headquarters, BTecnology, Inc.
Redstone Arsenal, AL
Weekly hours – 40
Supervisor – Chris Farrow
07/2023 - Current
Computer User Technician Intermediate
Logistics Data Analysis Center (LDAC),
US Army Materiel Command
Headquarters, NexOne, Inc.
Redstone Arsenal, AL
Weekly hours – 40
Supervisor – Raven Brooks
256- 425-8887
01/2022 – 07/2023
• Perform Communications system technical support, architecture design and troubleshooting.
• Technical support for operating system loading and configuration, user account management, system backup and recovery, troubleshooting, removing and replacing components and peripherals, installing software, operating systems and drivers and coordinating any other maintenance support with internal and external agencies.
• Touch labor, Tier II support, diagnosing and resolving technical problems, providing top-level technical expertise, in-depth and complex software systems programming analysis.
• Electronically push software, software updates, security updates, vendor patches
• .
• Team Lead for LDAC PC Team, providing on-site desktop support for customers of Network Enterprise Center – Redstone (NEC-R)
• Resolve customer service request for various problems to include desktop network connectivity, desktop configuration, email, login and passwords, CAC/PKI and application support.
• Provide printer, plotter, scanner, and digital sender support to include installation and configuration of new hardware, repairing connectivity problems on existing hardware, and troubleshooting configuration issues.
• This includes resetting passwords, reactivation and troubleshooting user issues.
• Process a range of scheduled maintenance in addition to the operating system and resolving common error conditions.
• Diagnose and act on machine stoppage and error conditions not fully covered by existing procedures and guidelines.
• Requires Secret Clearance and Security plus Certification. Computer User Support Specialist, IV
ALC Automation, US Army Logistics
Command, NexOne, Inc.
Redstone Arsenal, AL
Weekly hours – 40
Supervisor – Raven Brooks
256- 425-8887
01/2016 - 01/2022
• Assisted users who are having computer problems.
• Diagnosed problems and guided users through problem resolution.
• Set up, image or repair computer equipment and related devices.
• Provided printer, plotter, scanner, and digital sender support to include installation and configuration of new hardware, repairing connectivity problems on existing hardware, and troubleshooting configuration issues.
• Trained users to utilize new computer hardware or software, including printing, installation, word processing, and email.
• Responded to phone, web, fax, and email requests for assistance using remote tools and automated trouble ticketing system.
• Made site visits to provide touch labor.
IT Analyst II
ACE-IT Helpdesk, US Army Corps of
Engineers, Vectrus Madison, AL
Madison, Al.
Weekly hours – 40
Supervisor – Rodney Milton
01/2012 - 01/2016
• Worked as an IT Help Desk Analyst II for the ACE-IT Enterprise Service desk providing level two technical support to the US Army Corps of Engineers as contracted with Vectrus for Lockheed Martin
• Service included providing telephone support to end users on a variety of issues; identifying, researching, and resolving technical problems, responding to personnel requests for technical support, tracking and monitoring the problem to ensure a timely resolution.
• My service also involved resolving PC software configuration and system problems, performing remote installs of software products or approved patches, troubleshooting computer problems, performing hardware and software diagnostics, and coordinating needed repairs between technicians, network support staff and end users.
• This position required Security plus, and Microsoft Certified Professional certifications and a Secret Security Clearance.
IT Analyst I
ODIN Helpdesk, NASA, EMCO
Technologies Madison, AL
Madison, Al.
Weekly hours – 40
Supervisor – Nichol Canter
01/2006 - 01/2012
• Worked as an IT Help Desk Analyst for the Odin Help Desk contracted through Lockheed Martin to perform customer service and technical support for all NASA centers.
• Service included direct customer service interaction, remote assistance, software troubleshooting, password resets, NASA security policy adherence, account creation, equipment moves, equipment loaners, network support, network outage reporting, and general PC, MAC and telephone support while maintaining the highest level of customer support.
• Also provided general network printer support, and all other areas relating to equipment supported under the ODIN Contract
• As an analyst, I also helped resolve computer and general IT issues over the phone and submit support tickets to desk-side technicians when needed.
• The position required an 85P (public trust) security clearance and a Microsoft Certified Professional certification.
Education and Training
Jacksonville State University
Bachelor of Science – Double Major, Marketing and Management 01/1993
Birmingham School of Law
Doctor of Jurisprudence
01/2016
Certifications
• Microsoft Certified Professional
• Security +
• CASP +
Security Clearances
Secret Clearance
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