JEFFREY THISON

• Maintains positive relationships with customers to promote continued business opportunities
• Operates delivery vehicle safely and efficiently with an average of 25 daily deliveries without incident
• Uses excellent listening and problem-solving skills to work with customers and quickly resolve concerns
• Identifies customers' needs and provides information on appropriate products resulting in augmented sales
• Achieves Top Dasher status monthly

Installed, operated, and maintained Cisco routers and switches, L3 and SWE-DISH satellite terminals, and Harris radios. Deployed to worldwide locations providing organic communications support for various Department of Defense organizations. Ensured proper setup of VoIP and internet services for incoming customers and responded to their changing requirements.

Key Results:

• Sustained five networks while forward deployed to support over 300 customers
• Maintained 100% accountability of sensitive U.S. Military assets valued in excess of $7 million
• Created training practices for 25 incoming personnel resulting in proficiency on all organizational equipment
• Enforced safety policies of setup and operation of all equipment resulting in zero accidents
• Led and organized movement of personnel and setup of site communications equipment on nine occasions across three continents with minimal guidance from senior level management

Principle Duties:

Network Administrator

• Maintained network architecture and infrastructure diagrams in MS Visio
• Configured and improved network devices; servers, routers, switches using SecureCRT
• Monitored and analyzed network capacity and performance via SolarWinds
• Identified and resolved network problems, escalated to higher support tier when required
• Ensured continuity of network backups and recovery procedures
• Conducted operational checks of L3 Hawkeye III Lite, SWE-DISH CCT120 satellite terminals in X, Ku, and Ka bands
• Configured HAIPE devices for network specific standards
• Mentored junior IT specialist with best practices and lessons learned

Customer Support Specialist:

• Researched, evaluated, and provided feedback on common troubleshooting issues in customer support requirements via Remedy ticketing system
• Provided end to end follow up and reporting of incidents
• Remotely resolved software issues with programs such as Microsoft Office, Skype for Business via Dameware
• Installed and configured customer workstations, scanners, printers, and peripherals to include managing Cisco IP phones via Cisco Unified Call Manager
• Developed and update user training guides for customers
• Provided customer training in Information Security practices
• Created customer accounts in accordance with current Information Assurance policies