Jack Berberette
Clifton Forge,VA
Summary
United States Navy Veteran & Seasoned IT Professional with 30 years of experience, blending military discipline with technical expertise. Holds relevant certifications and boasts a strong educational background. Recognized as a top-performer on the National Service Desk, consistently ensuring timely resolution of diverse computer, software, hardware, and mobile computing incidents.
Overview
37
37
years of professional experience
Work History
IT Support Specialist Sr.
Federal Reserve Bank of Kansas City
02.2013 - Current
- Currently serving on the Crisis Management Team (CMT) to process special access requests and provide essential support for auction activities related to TAAPS, TDMS, and FedTrade.
- Provide customer support within the National Service Desk (NSD) environment, ensuring timely progress and resolution of diverse computer, software, hardware, and mobile computing incidents.
- Conducted impact analyses for critical IT issues, including ISE Posture Assessment and Windows Temporary Profile, leading to active Problem Investigations.
- Scripted solutions empowering customers to resolve issues independently, resulting in the creation of the Restart FRB Network Security EUS Utility.
- Recognized as the 2020 Top Performer with a remarkable 5.96 Customer Satisfaction (CSAT) Score.
- Achieved the 2014 Top Performer status, maintaining a stellar 97.59% Quality Monitoring Score.
- Pioneered remote work as the First Direct Remote Hire for the NSD, completing the Customer Service Professional Certification program.
- Collaborated with management and the RSO Liaison to enhance the National IT Customer Satisfaction Survey.
- Led projects, including NSD Weekend Lead, NSD ASP Member, and Services Delivery DTL, while ensuring high service level metrics across all 12 FRB districts.
- Invited as the First Remote NSD Agent to participate in the MPLS Agent Exchange program.
Advertising Systems Administrator
Media General, Inc./BH Media Group
12.2010 - 02.2013
- Led successful rebuild of 100+ Citrix servers, optimizing user-to-application performance.
- Resolved high-level end-user issues through expert server and application support.
- Strategically implemented updates for multiple advertising applications across 100+ Citrix servers, minimizing disruptions.
- Introduced centralized billing via Solimar server.
- Oversaw migration of BusinessObjects infrastructure to a new environment.
Senior Technician
DominionTek
07.2010 - 09.2010
- Transformed Charles City Public School System’s IT infrastructure by implementing new Server 2008 Active Directory, Domain Controller, and Exchange servers.
- Built and managed 300+ HP Thin Clients alongside Server 2008 Terminal Servers.
- Streamlined desktop/laptop imaging using Server 2008 Deployment Server technology.
- Provided crucial support to address knowledge gaps in the existing IT team.
VIPER Program Manager
Caliper Inc.
08.2009 - 07.2010
- VIPER (Virginia Interoperability Picture for Emergency Response)
- Led VIPER initiatives: As the local liaison, coordinated data sharing and collaboration across agencies and localities throughout the state.
- Facilitated VIPER focus groups: Organized steering committees with representatives from statewide entities.
- Innovative contribution: Developed a SQL Reporting website during the 2009 winter storm emergencies, demonstrating self-taught skills in just three days.
Senior Technician
TeamLogic IT
08.2008 - 08.2009
- Experienced Senior IT Technician adept at proactively managing client services through remote monitoring, ensuring seamless operations and robust system security.
- Designed and deployed efficient network infrastructures, resolving performance bottlenecks.
- Provided expert IT consulting to a diverse clientele.
- Demonstrated proficiency in hardware repair and software troubleshooting.
Sports Program Manager
LifeSpring Foundation
06.2007 - 03.2008
- Established corporate relationships and sponsorships to drive program development.
- Developed and managed sports programming for students aged 12-18.
- Facilitated hardware and software procurement through 501©(3)-friendly channels.
- Redesigned the organization’s computer lab.
- Provided web development and IT support for the organization.
Technical Assistance Center Manager
Packet 360, Inc.
01.2007 - 06.2007
- Built and led the company's initial TAC Team.
- Developed best practices and standardized procedures to resolve client issues.
- Delivered on-site VOIP training to clients.
- Contributed to successful VOIP roll-outs.
IT Director & Systems Engineer
United Way
03.2005 - 01.2007
- Rapidly promoted to Senior Systems Engineer within five months of employment.
- Elevated to Director of Information Technology just ten months later.
- Introduced and implemented cutting-edge Server Virtualization Technologies.
- Successfully deployed a 50-workstation Thin Client Solution for training and campaign staff.
- Optimized hardware/software procurement using 501©(3) benefits.
- Coordinated a network infrastructure redesign.
- Managed help desk service technicians.
- Actively contributed to strategic planning and innovative IT ideas.
- Oversaw budget planning and maintenance.
- Orchestrated infrastructure relocation involving 80 workstations and 13 servers.
Owner/Operator
GTH Technologies
01.1998 - 03.2005
- Founded and launched a successful company from scratch.
- Delivered comprehensive computer repair services to individuals and businesses.
- Offered expert network services consultation.
- Provided personalized one-on-one tutoring for clients.
Semiconductor Gas Technician
Air Products
02.1997 - 01.1998
- Managed and maintained computer-based “High Purity Gas” delivery systems.
- Monitored system performance and meticulously logged all activities.
- Served as the first responder during HAZMAT emergencies.
Naval Submarine School Instructor
US Navy Submarine Service
01.1993 - 10.1996
- Instructed enlisted personnel on ship’s critical systems operation.
- Designed and implemented effective lesson plans and instructional strategies.
- Evaluated course materials and testing methods.
- Ensured student welfare during 9-week training periods.
- Successfully completed the 13-week Naval Enlistment Code (NEC 9502) training for Naval Instructors.
Naval Submarine Machinist Mate
US Navy Submarine Service
09.1987 - 01.1993
- Atmosphere Regeneration Maintenance: Ensured optimal performance of ship’s O2 generator, CO/H2 burner, and CO2 scrubber.
- Leadership & Training: Served as Ship’s Damage Control Petty Officer and Division Training Leader.
- Critical Systems Expertise: Conducted troubleshooting, preventative maintenance, and planning for all critical ship systems.
- Training Program Design: Developed and implemented the ship’s training program.
- Quality Assurance: Played a key role in the ship’s quality assurance program.
Education
B.S. Workforce Education -
Southern Illinois University Carbondale
Carbondale, IL10.2004
Skills
- 30 years of IT Industry experience ranging from desktop and application troubleshooting to complete infrastructure design and builds
- Proven track record in customer service, teamwork, and attention to detail
- Open minded, appreciates honest feedback, and critically approaches issues after taking in multiple points of view
- Embraces collaboration and is able to effectively work across multiple business ares to achieve goals
- Possesses strong troubleshooting and research skills
- Experience in technical writing and curriculum development
Random Bits & Bobs
- Braille Advocate and RPG Enthusiast: I’m passionate about braille accessibility and tabletop gaming. I taught myself braille, designed 3D braille polyhedral dice, and even raised funds for an embossing machine. My proudest achievement? Translating tabletop game books for a fellow gamer who has been blind since birth. Together, we co-founded “The DOTS RPG Project,” a 501©(3) non-profit dedicated to making tabletop gaming more inclusive.
- Cat Rescue Champions: My wife and I share a deep love for feline friends. We run an “unofficial” cat rescue, tirelessly assisting our local community with feral and found animals. Every whiskered life matters to us.
- Halloween Aficionados: Our passion for Halloween runs deep. For 26 years, we’ve curated one of the internet’s oldest, family-friendly, and ad-free Halloween websites which provides close to 1,000, all-original, downloadable, pumpkin carving patterns at no cost.
References
- Jared Weikum, Assistant Vice President ITSS – Information Security, Federal Reserve, Kansas City, MO, 816-881-5742
- Victor Rodriguez, EUS Service Desk Superviser, Federal Reserve, Kansas City, MO, 816-283-7785
- Daniel Mayor, Enterprise App Admin, Federal Reserve, Kansas City, MO, 816-881-4968
- Jason Renfrow, Tech Solutions Admin, Federal Reserve, Kansas City, MO, 816-881-5207
Timeline
IT Support Specialist Sr.
Federal Reserve Bank of Kansas City
02.2013 - Current
Advertising Systems Administrator
Media General, Inc./BH Media Group
12.2010 - 02.2013
Senior Technician
DominionTek
07.2010 - 09.2010
VIPER Program Manager
Caliper Inc.
08.2009 - 07.2010
Senior Technician
TeamLogic IT
08.2008 - 08.2009
Sports Program Manager
LifeSpring Foundation
06.2007 - 03.2008
Technical Assistance Center Manager
Packet 360, Inc.
01.2007 - 06.2007
IT Director & Systems Engineer
United Way
03.2005 - 01.2007
Owner/Operator
GTH Technologies
01.1998 - 03.2005
Semiconductor Gas Technician
Air Products
02.1997 - 01.1998
Naval Submarine School Instructor
US Navy Submarine Service
01.1993 - 10.1996
Naval Submarine Machinist Mate
US Navy Submarine Service
09.1987 - 01.1993
B.S. Workforce Education -
Southern Illinois University Carbondale