Joey Ackerman-Lowery
Fayetteville,NC
Summary
Professionally experienced former soldier in Communications, IT, and Customer Service Specialist who maintains and operates electronic communication equipment. Managed Non-classified Internet Protocol Router Network accounts, and Secret Internet Protocol Router Network accounts. Highly organized, proactive and punctual with a team-oriented mentality. Highly experienced in customer service aspects.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Technical Support
AZ Department of Emergency and Military Affairs
Phoenix, AZ
03.2020 - 01.2021
- Provide IT support for the State Emergency Operation Center for COVID-19 to 11 Departments/State Agencies
- Created user documentation and manuals for use in training classes and on-boarding sessions
- Assisted 100+ online users via live chat, web conference and phone to resolve issues related to WebEOC and DEMA G-Suite use and access
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Performed daily maintenance of 50 computer systems to keep network processes fluid
- Responded to 60 individual tickets every week to provide end-user support on WebEOC and DEMA Gmail accounts
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Used VMware's V-Sphere to balance servers when beyond capacity
- Used Active Directory to manage Gmail Suite accounts and reset passwords
Signal Support Systems Specialist
Arizona National Guard
Phoenix, AZ
11.2019 - 01.2021
- Conducted inventory layouts of 50 OE-254 antennas, 25 JBCP tablet kits, over 200 radio kits
- Preformed signal support functions and technical assistance for over 200 computer systems
- Provided technical assistance for local area networks, and doing maintenance on over 200 pieces of equipment, terminal devices, 5 power generators, and 6 vehicles
- Volunteered to assist IT support mission for COVID-19 at the State Emergency Operations Center of Arizona
Signal Support Systems Specialist
US Army
Fort Drum, NY
11.2015 - 11.2019
- COMSEC Experience
- Managed transfer, accountability, and destruction of COMSEC materials resulting in a zero loss rating
- Provided the Battalion (approx. 800 Vehicles) with communication system maintenance and troubleshooting support to include Loading / unloading SKL's, Radios, and JBCP Tablets and CPUs managing approx 1000 pieces of communication equipment every week
- Triaged, Investigated and escalated any reported site issues, bugs, account requests, and/or functionality concerns throughly
- Communications customer service representative for 4 years, putting in trouble tickets to fix electronic hardware/software, websites, accounts, etc into Remedy
- Developed an Standard Operating Proceedure for the Battalion S6 shop to utilize for efficiently testing communication systems within 3 days opposed taking one week, The SOP was approved and I became the primary training coordinator for training the unit to execute the plan as a team
- Transported personnel in hazardous snow conditions in a Mountain Peak field training with 100% safety
- Cross trained to learn different jobs in the communication field within one week
- Certified JBCP/FBCB operator
- Managed 3 individuals from 01/2019 - 11/2019, Overseeing daily operations ranging from command maintenance, destruction of COMSEC keys, conducting a COMMEX every month, tracking appointments for accountability, cross training to extend help at the help desk using remedy and ensuring they are self sustainable to re-image computers and are able to back up the customers data then transfer it back to the customers device
- Accepted responsibility of a higher pay grade to continue and lead the mission while our NCOIC slot was vacant during one month JRTC field training event in February of 2019
Education
Associate of Applied Science - Information Technology/Systems Security & Analysis
Fayetteville Technical Community College
Fayetteville, NC05-2024
Skills
Technical troubleshooting
- Troubleshooting proficiency
- Service desk support
- Software upgrades
- Customer Service
- Communications
- Organization
- Time Management
- DOD Security Clearance formerly held
Accomplishments
- Army Achievement Medal
- Army Good Conduct Medal
- Army Commendation Medal
Certification
- JBCP / FBCB Operator
- GCSS - Maintenance Supervisor Course (Sustainment)
- GCSS - Army Basic Navigation
- GCSS - Equipment Records Parts Specialist Course (Sustainment)
- GCSS - Using the End User Manual - Plus (EUM+) Portal
- GCSS - Army Intermediate Navigation
- GCSS - Data Mining
- GCSS - Army Overview
Timeline
IT Technical Support
AZ Department of Emergency and Military Affairs
03.2020 - 01.2021
Signal Support Systems Specialist
Arizona National Guard
11.2019 - 01.2021
Signal Support Systems Specialist
US Army
11.2015 - 11.2019
Associate of Applied Science - Information Technology/Systems Security & Analysis
Fayetteville Technical Community College
- JBCP / FBCB Operator
- GCSS - Maintenance Supervisor Course (Sustainment)
- GCSS - Army Basic Navigation
- GCSS - Equipment Records Parts Specialist Course (Sustainment)
- GCSS - Using the End User Manual - Plus (EUM+) Portal
- GCSS - Army Intermediate Navigation
- GCSS - Data Mining
- GCSS - Army Overview
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