Jesse T. Smith
Toto,Guam
Summary
Dynamic IT professional with extensive experience at United Airlines, excelling in network troubleshooting and Microsoft 0365 support. Proven ability to enhance customer satisfaction through effective communication and problem resolution. Skilled in telecommunication systems and adept at managing complex projects, ensuring seamless operations and timely updates for stakeholders.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Desktop Support Technician
ESP Global Services
09.2025 - Current
- Provide on-site, remote and field IT support for hardware, software and network infrastructure.
- Resolve end-user hardware, software and connectivity issues via phone, email, remote tools, or in person.
- Troubleshot Microsoft 0365 suite issues for end-users, providing solutions to enhance productivity.
- Coordinated with other teams within client environments to provide effective remote and on-site support.
- Handled user onboarding/offboarding, device provisioning, and Layer 1 physical networking tasks, including racking and cabling.
- Travel to remote sites to assist peers with End-User hardware deployments to include desktops, laptops and peripherals.
- Deployed Starlink kits to various stations within the region, including mounting and cabling.
- Client: United Airlines Inc.
Telecommunications Specialist GG-11
United States Fleet Forces Command
Finegayan, Guam
01.2025 - 09.2025
- Acted as primary contact for Navy ship to shore communication requests with the Navy Port-Operations team, addressing connectivity needs via copper or fiber connections.
- Managed government correspondence with commands regarding telecommunication infrastructure owned and operated by the US Navy- NCTS, facilitating effective communication and issue resolution.
- Receive and prioritize mission essential and non-mission essential CSR from unit Telecommunication Control Officers (TCO) or other authorized command personnel. These CSRs include official, unofficial, commercial telephone, computer, network circuits, toll services and other telecommunication requirements as requested by customers.
- Coordinate and obtain customers' concurrence regarding funding commitments before a Communication Service Request (CSR). Provide respective CSR customers with implementation schedules and cost estimates when necessary.
- Review technical routes, pathways ensuring proper coordination, ensuring finalization of Work Orders for new and change requests.
- Issued work orders to NCTS-Base Communications division for project implementation.
- Coordinated with various entities for CSR processing, providing customers with timely work order status updates and ensuring clarity in communication.
Quality Assurance and Safety Department
Rivet Operations Company LLC
San Francisco, California
11.2021 - 01.2025
- Developed and revised standard operating procedures, instructions, and checklists to support continuity of service and simple use.
- Updated quality assurance reports for management, compiling data through the Configuration Accounting Information Retrieval System (CAIRS) to enhance reporting accuracy.
- Completed facility and connection quality assurance checks to keep CAIRS data current and accurate.
- Utilized CAIRS to close out over 150 preventive maintenance inspections and update work orders, ensuring timely project completion.
- Used Navy Configuration Accounting Information Retrieval System (CAIRS) to manage and track installation and repair of fiber-optic and copper circuits.
- Verified new and existing CAIRS records for current and accurate information.
- Documented fiber-optic and copper cable connections to ensure accurate Navy CAIRS records.
- Created CAIRS work orders for additions, changes, and moves.
- Updated records in CAIRS to reflect CM7 migration efforts.
- Generated ship movement work orders for connection, disconnection, and berth shifting tasks.
- Conducted walkthroughs of NCTS buildings with Navy fire personnel to verify compliance with fire and safety codes, contributing to overall safety standards.
- Collaborated with AAFB 36th Safety staff to maintain compliance with Navy communications and battery room with emergency wash station standards.
Plans and Engineering
Rivet Operations Company LLC
11.2021 - 01.2025
- Developed network and infrastructure plans supporting NCTS Guam BCO communications systems, including copper and fiber optic cabling, OSP, ISP, DSN switch, VOIP, ONE-NET, SONET, and DWDM.
- Plan and build new Fiber optic connections via DWDM network.
- Perform site surveys and review Military Construction (MILCON) projects and telecommunications requirements to be conforming to NAVY and EIA/TIA standards.
- Reviewed infrastructure needs and assessed costs for upgrading fiber-optic and copper systems across Navy entities.
- Reviewing Area Distribution Node (ADN) schematics and Main Distribution Frame (MDF) room MILCON conforms to Navy and EIA/TIA standards.
- Perform System Operation Verification and Test (SOVT) with branch, system owners for sign-off.
- Coordinated project planning for Large Satellite Gateway (SATCOM) expansion and High Frequency Global Communication System (HFGCS) relocation.
- Planning and coordination of 38th Air Defense Brigade relocation to include new and existing network connections to ensure full operability at old and new sites.
- Implement Plan-B options for Network, Telecommunications accessibility to units, ensuring WAN, and LAN connectivity.
- Provide and coordinate vendor access to buildings, communication manholes and secure facilities, to include GTA, IT&E, Docomo and other military contractors.
- On-site and logistical support for Missile Defense Agency (MDA), including briefings, off and on base site access, other areas of interest for potential site use.
Telecommunications Technician
Rivet Operations Company LLC,
11.2021 - 01.2025
- Installation and maintenance of telecommunication circuits to include copper, carrier, fiber optic systems.
- Processed 10-15 repair and installation or move tickets weekly, ensuring timely resolution and service continuity.
- Perform daily, weekly, and monthly preventative maintenance checks on critical infrastructure.
- Tested critical fiber optic and copper interfaces to ensure connectivity.
- Provided pier side ship support for fiber optic and copper cable connections, facilitating reliable communication for operational readiness.
- Delivered critical troubleshooting support for pier side ship connections, maintaining system functionality and minimizing downtime.
Customer Service/ Telecommunication Specialist
Rivet Operations Company LLC
11.2021 - 01.2025
- Receive and prioritize mission essential and non-mission essential CSR from unit Telecommunication Control Officers (TCO) or other authorized command personnel. These CSRs include official, unofficial, commercial telephone, computer, network circuits, toll services and other telecommunication requirements as requested by customers.
- Coordinate and obtain customers' concurrence regarding funding commitments before Communication Service Request (CSR). Provide respective CSR customers with implementation schedules and cost estimates when necessary.
- Coordinated with various entities and commands on CSR processing, delivering customers timely work order status and updates.
- Facilitated work order issuance, ensuring timely service delivery for NCTS-Base Communications divisions.
- Review technical routes, pathways ensuring proper coordination, ensuring finalization of Work Orders for new and change requests.
- Focal point of contact with Navy Ship to shore requirements with the Navy Port-Operations team requesting communications, either via copper or fiber connection.
- Provide technical assistance to Base-Communications trouble technicians with installations and trouble tickets with line test, programming or other assistance as needed
- Served as primary client contact for NCTS Base Communications, managing communications and addressing client needs.
Education
Associate of Arts -
Guam Community College
Guam01-2015
High School Diploma -
Father Duenas Memorial School
Guam01-1998
Skills
- Network troubleshooting
- Microsoft 0365 support
- Telecommunication systems
- Fiber optic installation
- Service desk software
- Customer relationship management
Certification
Fiber Optic / Data Cabling Installer Certified (ETA) 2010, Telecommunications Specialist (Guam Community College), Cisco Certified Network Associate- Trained, CompTIA Security Plus Certified, Sumitomo Future Flex Installations Standards Course-Certified (2017), DOD Security Clearance: Secret Level, Certificate of Appreciation: 38th Air Defense Artillery Brigade, Operation Talon Somnak, DISA Global Operations Command Telecommunications Seminar, Certification: Nov, 2023
Timeline
Desktop Support Technician
ESP Global Services
09.2025 - Current
Telecommunications Specialist GG-11
United States Fleet Forces Command
01.2025 - 09.2025
Quality Assurance and Safety Department
Rivet Operations Company LLC
11.2021 - 01.2025
Plans and Engineering
Rivet Operations Company LLC
11.2021 - 01.2025
Telecommunications Technician
Rivet Operations Company LLC,
11.2021 - 01.2025
Customer Service/ Telecommunication Specialist
Rivet Operations Company LLC
11.2021 - 01.2025
Associate of Arts -
Guam Community College
High School Diploma -
Father Duenas Memorial School