Anthony Ramon
Fort Bragg,NC
Summary
Information Technology Specialist in The United States Army with a Active Secret Clearance and over 4 years experience, skilled in managing network and computer systems, with proven background in troubleshooting, software installation, and maintaining IT infrastructure. Known for strong problem-solving capabilities and ability to optimize system performance for enhanced operational efficiency. Demonstrated success in implementing security measures to protect data and network access. Made significant improvements in system reliability and user satisfaction through strategic planning and effective communication.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Information Technology Specialist
United States Army
Fort Liberty, NC
10.2020 - Current
- Installed, configured, and maintained computer systems on NIPR/SIPR network, printers, VTC, and other related equipment.
- Developed and implemented IT policies and procedures.
- Performed system upgrades to ensure optimal performance.
- Monitored network performance to identify potential issues or security breaches.
- Conducted regular maintenance checks on computers, servers, routers, switches.
- Ensured compliance with industry standards regarding information technology best practices.
- Analyzed system logs to detect any possible malfunctions or malicious activities on the network.
- Provided training and guidance to staff members on how to use various technologies effectively.
- Documented changes made to existing IT infrastructure components.
- Tested new products prior to their release into production environment. Such as new images to Tactical SIPR Laptops.
- Created new accounts on NIPR and SIPR for over 5,000 service members, reset passwords, and configured access to servers and file management software for users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained records, logs and lifecycle documentation of work requests.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Maintained and controlled server room, wireless network and server infrastructure.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Performed routine maintenance and software updates on support tools and customer systems.
- Managed the configuration and setup of customer accounts and systems.
- Configured and managed email servers and protocols, ensuring reliable and secure communications.
- Implemented and managed VPNs, enabling secure remote access for employees.
- Ensured compliance with IT policies and regulatory requirements, conducting regular audits and assessments.
- Installed security software to protect networks.
- Increased system security and performance with proactive changes.
- Installed security patches and updates on customer laptops to ensure protection against viruses and malware threats.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Assisted in the development and updating of technical documentation and support guides.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Updated customer information and account status in the database following each interaction.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Implemented system security and data assurance software.
- Developed mitigation strategies and prepared standard operating procedures.
Education
Information Technology Specialist
United States Army
Fort Gordon09-2020
High School Diploma -
William Howard Taft
San Antonio, TX06-2015
Skills
- Active Directory
- Security Protocols
- End-user support
- Software Development
- Permissions management
- Document Management
- Remote Access
- Computer Systems
- Security & Information
Certification
- CompTIA Advanced Security Practitioner cs (CASP+)
- CompTIA Security+ ce
Timeline
Information Technology Specialist
United States Army
10.2020 - Current
Information Technology Specialist
United States Army
High School Diploma -
William Howard Taft