Brian Aviles
Temple,TX
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Tier 1 Helpdesk- Technical Support
Modern Workplace Helpdesk
01.2024
- Key Decision Maker in Mission-Critical Network Improvement Strategies Point Person Support and Improve Large-Scale Software Systems
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
Information Systems Support Technician
EDOC TECHNOLOGIES, INC
08.2012 - Current
- Provide full range of document and database support and enterprise content management for more than 35 civil municipalities throughout Texas and Oklahoma that maintains business process automation, workflow, records management, and document imaging
- Train and help Uniform Crime Reporting Coordinators with correcting Criminal Justice Information Services and National Incident-Based Reporting System (NIBRS) prior to submitting monthly report to Department of Public Safety and Federal Bureau of Investigation
- Gain remote access to client's servers for colleagues that need to conduct maintenance or troubleshoot programming problems in database
- Service the software for the Justice of the Peace, Justice of the Peace Import Tickets, County Clerks, District Clerks, Human Resources, Marks & Brands, Municipal Courts, County Attorneys, and District Attorneys
- Notify EDOC Technologies Inc
- Leadership and staff with NIBRS changes made at federal and state levels
- Install, configure, migrate, upgrade, troubleshoot SQL express for client's databases to communicate with EDOC Suite software
- Locate SQL tables columns and rows that need adding, updating, and deleting for Database Administrators
- Deliver troubleshooting support for law enforcement clients and their IT Support with operating system (OS)- XP, Windows Vista, 7, 8, 8.1, 10, various scanners, printers, copiers, and website access issues
- Help and train a county's IT staff when they are experiencing difficulties in isolating issues
- Serve as liaison between client's and their IT support technicians to thoroughly identify and explain the issue that needs resolving
- Receive and write up new business inquiries for EDOC technologies Inc
- Services and forward via emails to salesperson and the owner
- Coordinate with custom report developers for custom reports needed by clients
- These reports can range 1 to 500 for new clients
- Help, train, and coordinate issues with EDOC Technologies Public website used by the public for land, death, birth, probate records.
SCI and Genser Assurance Manager
U.S. Naval Forces Central Command
06.2010 - 08.2012
- Designated as Echelon II Manager of the Information Assurance Program
- Coordinated deployment of Information Assurance Vulnerability Alerts and Defense Actions on the Joint Worldwide Intelligence Communication Enterprise Network
- Utilize Retina Scan and checklists to identify vulnerabilities on Windows XP
- Advised senior leaders of vulnerabilities, safeguards, and security requirements for space integrity of classified and unclassified networks.
Network Administrator
Combined Joint Special Operations Task Force
02.2009 - 06.2010
- Assisted Defense Information System Agency in installing and managing a Host Based Security and Intrusion Prevention System
- Installed software upgrades to 22 classified and 34 unclassified stacked and unstacked CISCO switches
- Managed 315 classified and 131 unclassified systems and 28 encryption devices.
Information System Security Manager
Construction Battalion Five
03.2006 - 02.2009
- Managed LAN/WAN connectivity for over 658 users and maintenance and operations of 2,187 items of ground communications equipment
- Implemented IAVA updates and software patches to three field network servers and 36 workstations located in three countries
- Trained 556 personnel on safeguarding personal, unclassified, and classified information on network computers and communication assets.
Electronic Key Management System Manager
Training Support Center
01.2004 - 03.2006
- Supported learning sites providing apprentice and specialized skill training to 16,000 students
- Awarded Naval Education Training Center Training Excellence Award.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Information System Administrator
Helicopter Mine Countermeasures Squadron
07.2000 - 12.2003
Education
Master of Science - Information Systems
Texas A&M University-Central Texas (CT)
Killeen, TX12.2020
Bachelor of Science - Computer Information Systems
Texas A&M University-Central Texas (CT)
Killeen, TX05.2018
Skills
- Extensive experience with all Microsoft Office products
- Adobe Acrobat Professional and Reader
- Microsoft Exchange Mail Server
- DOS
- Unclassified and classified internet Protocol Router Networks
- Joint Worldwide Intelligence Communications System
- Combined Enterprise Regional Information Exchange
- Ruggedize Deployable Satellite
- Configure desktops, laptops, military encryption devices
- SIPRNET and CENTRJX systems
- Program Voice Over Internet Protocol phones
- Share Point (limited before retiring)
- Worked with DISA engineers
Certification
A+ Microsoft Certification
CompTIA Security+ Certification
Teaching Sunday School and sharing insights
On Saturday between 9:30 A.M. to 11:00 A.M. I play spiritual music to praise our Creator and teach from 10 A.M. on biblical theology, biblical concepts, and insights through a personal testimony at TLC East Nursing & Rehabilitation.
On Sunday between 9:30 A.M. to 10:30 A.M. I teach on biblical theology, biblical concepts, and insights through a personal testimony at Canyon Creek Baptist Church to the Senior Adults.
For Example: I main teach them on an individual mentioned in the Bible or remind them when Jesus walked the earth over 2,000 years ago to love one another and rebuke the sin (confront the sin), but love all people as ourselves; and to remind them truths they already known
that all people alive on the earth are made in God's image (1 God = 3 Person; God the Father, God the Son, and God the Holy Spirit), so, treat them with the fruits of the Spirit listed in Galatians 5:22-23-Love, Joy, Peace, Patience (Longsuffering), Kindness, Goodness, Faithfulness, Gentleness, and Self-Control (Sound Mind). I further remind them no one is perfect, but we are to repent (change where we sin) and continue our walk with God. Our job is not to be perfect or work for our salvation, but to do good works because all that God has done for us.
Timeline
Tier 1 Helpdesk- Technical Support
Modern Workplace Helpdesk
01.2024
Information Systems Support Technician
EDOC TECHNOLOGIES, INC
08.2012 - Current
SCI and Genser Assurance Manager
U.S. Naval Forces Central Command
06.2010 - 08.2012
Network Administrator
Combined Joint Special Operations Task Force
02.2009 - 06.2010
Information System Security Manager
Construction Battalion Five
03.2006 - 02.2009
Electronic Key Management System Manager
Training Support Center
01.2004 - 03.2006
Information System Administrator
Helicopter Mine Countermeasures Squadron
07.2000 - 12.2003
Master of Science - Information Systems
Texas A&M University-Central Texas (CT)
Bachelor of Science - Computer Information Systems
Texas A&M University-Central Texas (CT)
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