JASMINE HARRIS
Summary
Seasoned and driven IT professional with 11 years of military and civilian experience, demonstrating leadership in technological initiatives, information systems, network security, and IT support. Proficient in operations, administrative skills, and a strong background in information management.
Overview
12
12
years of professional experience
Work History
Operator Specialist Level 2
Mantech International
02.2020 - 07.2023
- Troubleshot and diagnosed equipment malfunctions to minimize downtime.
- Reviewed mission tasking, intelligence and weather information.
- Reported failures, malfunctions or wear issues on equipment to supervisor.
- Maintained production and quality documentation.
- Collaborated with coworkers to perform projects quickly and meet business goals.
- Maintained records of operating data, such as output rates and malfunctions.
- Recognized by management for providing exceptional customer service.
- Answered phone calls and emails related to system errors and maintenance, resolving issues promptly.
- Monitored network applications and performed routine checks on system accessibility and functionality.
- Facilitated bridges and meetings with operations leads for maintenance and various technical issues.
- Documented bridge discussions for future review and analysis.
- Loaded data in production and stage environments to support ongoing operations.
Operator Specialist Level 1
Mantech International
02.2020 - 02.2022
- Learned and followed safety and emergency procedures.
- Provided top-notch customer service by resolving telephony issues and creating trouble tickets promptly.
- Liaised with government officials to troubleshoot networking and technical issues.
- Proactively monitored system health and reported critical updates to clients.
- Conducted onsite facilities checks to ensure mission systems' integrity
- Observed and troubleshot equipment and machines to detect malfunctions and notify appropriate personnel of needed repairs.
- Conducted research on new technologies related to operations processes.
Information Technology Specialist/Team Member
Department of Defense, U.S. Army
11.2012 - 05.2018
- Implemented network security measures such as firewalls and encryption protocols.
- Stayed abreast of latest software developments to enhance job knowledge.
- Liaised with vendors for procurement of IT hardware and software solutions.
- Maintained inventory records of all installed equipment including software licenses.
- Designed, configured and tested computer hardware and operating system software.
- Created robust end-user self-service tools and documentation for software support.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Provided training and guidance to staff members on how to use various technologies effectively.
- Performed system upgrades to ensure optimal performance.
- Configured virtual machines for testing purposes using VMware ESXi server.
- Served as first point of contact for incoming technical service calls and emails.
Information Technology Specialist/Team Member
Department of Defense, U.S. Army
11.2012 - 05.2018
- Configured, monitored and maintained email applications or virus protection software.
- Increased system security and performance with proactive changes.
- Addressed customer needs, responding to specific requests.
- Assisted newly hired team members by explaining company procedures and safety requirements.
- Analyzed key performance indicators to identify effective strategies.
- Collaborated with team members to maximize productivity and efficiency.
- Used technical expertise and sound military judgment to learn and perform complex procedures.
- Targeted, fired and maintained weapons used to destroy enemy positions.
Call Center/Customer Service Agent
USA800
09.2011 - 04.2012
- Excelled in exceeding daily credit card application goals.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Performed outbound calls as needed to follow up on outstanding orders.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered calls and responded to customer inquiries via phone and email.
- Provided detailed product and service information to customers.
- Entered new customer information into the system.
- Updated existing customer information and processed orders, forms, and applications.
- Identified and escalated priority issues for prompt resolution.
Education
Diploma -
Raytown South High School
05.2012
US Army Information Technology Specialist Training,120 -
El Paso Community College
Skills
Remedy/Trouble Ticketing: Proficient in utilizing Remedy and other trouble ticketing systems to efficiently address and resolve IT issues, ensuring seamless workflow
Cisco Routers and Switches: Demonstrated expertise in configuring and maintaining Cisco routers and switches, contributing to the stability and efficiency of network infrastructure
Taclanes: Skilled in the deployment and management of Taclanes, enhancing communication security and supporting secure data transmission
VoIP: Experienced in VoIP technologies, including Cisco Call Manager, facilitating effective and reliable voice communication systems
Database Management: Proficient in database management, ensuring the accuracy and accessibility of critical information for informed decision-making
Leadership Experience: Seasoned leader with a proven track record of guiding teams through complex projects and initiatives, fostering collaboration and achieving organizational goals
Training Skills: Effective in developing and delivering training programs, equipping teams with the necessary skills and knowledge for optimal performance
Proficient Conflict Resolution: Adept at navigating and resolving conflicts within the workplace, fostering a positive and productive work environment
Firewalls: Skilled in configuring and maintaining firewalls, implementing robust security measures to protect network integrity
Proficient Administration Skills: Demonstrated proficiency in administrative tasks, ensuring smooth operations and supporting overall organizational efficiency
Service Technician: Experienced service technician capable of diagnosing and resolving technical issues, providing timely and effective support
Microsoft Office: Highly skilled in the use of Microsoft Office applications, leveraging them to enhance productivity and streamline documentation
Customer Service: Committed to delivering excellent customer service, addressing inquiries and issues promptly to ensure a positive client experience
Cisco Call Manager: Expertise in Cisco Call Manager, managing and optimizing telephony systems to facilitate efficient and reliable communication
Accomplishments
- Joint Service Commendation Medal
- Played a crucial role in maintaining system functionality and integrity during critical maintenance activities. Successfully resolved high-priority incidents, contributing to the overall operational efficiency.
- Led a 4-man team during deployments, providing critical IT support to Joint Forces and Foreign allies.
- Configured and maintained Cisco Call Manager, VOIP, and CUCM in tactical environments.
- Managed the processing, creation, deletion, and management of active directory accounts for 130 users.
- Conducted risk assessments for security violations and performed analysis for future security awareness.
- Provided direct support during network outages, service disruptions, and restoration needs.
- Seasoned IT professional with extensive military experience and successful overseas tours.
- Strong leadership and supervision skills demonstrated through effective management of a 4-man team during deployments.
Additional Information
I am currently holding a DoD Top Secret security clearance. Qualifications include Secret Clearance
References
Available upon request
Timeline
Operator Specialist Level 2
Mantech International
02.2020 - 07.2023
Operator Specialist Level 1
Mantech International
02.2020 - 02.2022
Information Technology Specialist/Team Member
Department of Defense, U.S. Army
11.2012 - 05.2018
Information Technology Specialist/Team Member
Department of Defense, U.S. Army
11.2012 - 05.2018
Call Center/Customer Service Agent
USA800
09.2011 - 04.2012
Diploma -
Raytown South High School
US Army Information Technology Specialist Training,120 -
El Paso Community College
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