Jonathan Drake
New Port Richey,Florida
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
23
23
years of professional experience
Work History
IT Service Desk Analyst
IT Resources/Pasco County Sheriff's Office IT Dept
09.2023 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end users.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Boosted 300 plus first-call resolution rates by proactively researching common user issues and developing targeted solutions.
- Managed high levels of call flow and responded immediate technical support needs for law enforcement personnel.
- Monitored systems in operation and quickly troubleshot errors.
- Service Desk Analyst Contractor that works for Pasco County Sheriff's Office Information Technology Department.
Transportation Security Officer
Allied Universal
07.2022 - 09.2023
- Performed pat-downs to look for unauthorized materials and weapons.
- Operated x-ray machines, hand wands, and advanced imaging technology to conduct screening of passengers and baggage.
- Monitored security checkpoints for compliance with applicable security protocols.
- Transport officer with the Pinellas County Sheriff's Office where I work at the Pinellas County Jail transporting inmates around the jail complex.
- Conducting inmate pickups from hospitals throughout the Pinellas County area.
- Picked up arrestee's that are disabled and need transporting via the inmate disabled van from the law enforcement deputies of the Pinellas County Sheriff's Office as well as city law enforcement agencies in Pinellas County, Florida.
Marketing Specialist
4ward Marketing
04.2022 - 06.2022
- Identified appropriate marketing channels and target customers for campaigns.
- Designed and implemented advertising and public relations activities.
- Onboarded new team members and coached personnel in marketing tasks.
- Administered and procured funding for new marketing programs.
- Shadowed senior personnel on complex marketing pursuits to build skills set.
- Held fundraising events for ASPCA and the DAV throughout the greater Tampa Bay area.
Canine Handler-Guard Security Contractor
SOC LLC
05.2018 - 08.2021
- My duties in this position as a Canine Handler-Guard Security Contractor are to provide security for the United States Department of State at the United States Embassy in Baghdad, Iraq utilizing an explosives detection canine.
- I conduct inspections of all vehicle traffic entering the Embassy during my allotted shift and all vehicle traffic at checkpoints surrounding the Embassy assisting Iraqi Security Forces utilizing my explosive detection canine.
- I search several hundred vehicles during my 12 shift at the entry control points surrounding the Embassy.
- The State Department requires a canine certification at the Diplomatic Security Canine Training and Operations Center in Winchester, Virginia every 245 days.
- I provided additional security at the Embassy during the attack on the US Embassy in Baghdad, Iraq on 31 December 2020 and 1 January 2020.
- I am now certified with a State Department owned canine that I have to care for 24 hours a day 7 days a week during my deployment to the United States Embassy in Baghdad, Iraq.
- My deployments are now anywhere from 105 to 245 plus days depending on the operational tempo and manpower.
CAP Team Associate
Wal-Mart Supercenter
10.2017 - 05.2018
- Verified inventory computations by comparing to physical counts of stock, efficiently investigating discrepancies and adjusting errors.
- Maintained merchandise presentation by removing damaged goods, stocking and rotating merchandise and signing and pricing merchandise.
- Processed freight by verifying units received and unpacking and processing merchandise.
- Processed merchandise by scanning items to verify receipt.
- Inspected shipments for damages or defects and recorded discrepancies or damages.
- Organized on-site stockroom to maximize existing space and improve efficiency, boosting efficiency 100%.
Warehouse Associate
Hank's Fine Furniture
06.2017 - 09.2017
- Assembled furniture to be ready for delivery every day.
- Unloaded the commercial tractor trailer with newly ordered furniture
- Reorganized the warehouse to make room for the newly ordered furniture.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Worked safely around moving machinery.
- Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
Police Officer (Canine Handler)
Fort Irwin Police Department
09.2010 - 05.2017
- My duties as a Department of the Army Civilian Police Officer K-9 Handler are to utilize and train with my military working dog Pako/X287 who is a Patrol/Explosives Detection Dog on a daily basis.
- I was a civilian K-9 Police Officer with the Fort Irwin Police Department IMCOM National Training Center Fort Irwin, California.
- As a Department of the Army Civilian Police K-9 Handler I worked and certified with two Patrol/Explosive Detection Dogs and one Patrol/ Narcotics Detection Dog during my almost seven years working with the FIPD.
- I also had extra duties to which included being the Primary Explosives Custodian in charge of maintenance and accountability of several explosive training aids which are highly sensitive items.
- I completed the Department of the Army Civilian Police Academy located at Fort Leonard Wood, Missouri I certified with MWD Pako twice giving me the ablility to perform law enforcement duties for the Ft. Irwin community as a civilian K-9 police officer.
- I was also the Alternate Key Custodian for the kennel facility which is responsible for highly sensitive materials which allow access to the military working dog facility as well several secured rooms within the building.
- As a Police Officer K-9 Handler I am also responsible for the health and well being of my assigned military working dog to include grooming, baths, cleaning of ears, and teeth.
- I have 16 years experience as a K-9 handler working several patrol/explosive detection and patrol/narcotic detection police dogs.
- I was the senior handler/trainer for the K-9 section where I was responsible for the training of the other handlers in the K-9 section.
- During my employment with the Fort Irwin Police Department I supported the United States Secret Service at the 2015 World Meeting of Families in Philadelphia,Pennsylvania for the Pope's visit.
- I was also certified in being a Radar Operator by the California Highway Patrol which was a 3 days course.
Security Forces Journeyman and MWD Handler
United States Air Force Reserve – Nellis Air Force Base
07.2014 - 06.2016
- I was an Individual Mobilized Augmentee Reservist at Nellis AFB, Nevada after transferring from March ARB, California where I was a Traditional Reservist.
- I was assigned to the 99th Security Forces Squadron Military Working Dog Kennels.
- The supervisor for all IMA's is Sommer Noethlich who is a GS Civilian but also a Senior Master Sergeant/E-8 IMA Reservist herself.
- My immediate supervisor was the Kennelmaster for the 99th SFS MWD Kennels a Technical Sergeant Kennedy Wilkinson.
- I peform the same duties as an Active Duty MWD Handler for the US Air Force but I'm not assigned a permanent Military Working Dog because of my reserve status.
- But while assigned to the kennels I helped assist with MWD Detection training and decoy for the MWD teams to perform controlled aggression training with there MWD's.
- I also took the Military Working Dogs assigned to the kennels to there veterinarian appointments when there handlers were on leave or at a military school.
Security Forces Reservist
United States Air Force Reserve – March Air Reserve
08.2011 - 07.2014
- I reenlisted in the Air Force Reserves after ending my tour of service of 8 years and 4 months in the Active Duty Army.
- I was assigned to the 452 Security Forces Squadron March Air Reserve Base, California.
- My duties included providing flight line security for the air field of March ARB, CA and the aircraft that are assigned to March Air Reserve Base.
- I was a Staff Sergeant/E-5 where I performed law enforcement duties as well as entry control access at entry control points throughout the installation.
- I was also working on my career development courses for promotion to the rank of Technical Sergeant/E-6.
- As of July 2014 I was no longer a Traditional Reservist at March ARB, CA.
- I reenlisted and transferred to Nellis Air Force to become an Individual Mobilized Augmentee reservist.
Police Officer
United States Marine Corps Department of the Navy
08.2010 - 09.2010
- I was a Marine Corps Civilian Police Officer where I was assigned to the Provost Marshal's Office Camp Lejeune, N.C.
- After being hired for the position as a GS-0083-07 Police Officer I was currently attending the East Coast Marine Corps Regional Civilian Police Academy located at Camp Johnson a smaller base of the Camp Lejeune area.
- The academy is 10 weeks long, I was in the 3rd week of the academy upon notification of being selected for a Police Officer K-9 Handler position with the Department of the Army at Fort Irwin, California.
- While attending the academy I was learning about the UCMJ as well as learning about local state laws and other law enforcement skills.
Military Working Dog Handler
United States Army
11.2008 - 05.2010
- While stationed at Ft. Eustis, Virginia where I was a Patrol/Explosive Detection Dog Handler in the, I conducted secret service missions in support of the Vice President of the United States of America.
- I conducted several VIP missions for top US Army commanders in and around the Ft. Eustis, Virginia area to include Ft. Monroe, Virginia and Ft. Story, Virginia.
- I conducted law enforcement duties as a K-9 handler for the Ft. Eustis communities.
- I was responsible for maintaining and caring for several military working dog's and the care of my own military working dog.
- I worked a Patrol/Explosive Detection Dog during my assignment at Fort Eustis.
Military Working Dog Handler
United States Army
11.2005 - 11.2008
- I performed several health and welfare missions for the military communities of Heidelberg and Mannheim areas while as a Patrol/Narcotics Detection Dog Team which noted two finds of the illegal substance known as marijuana.
- One find was while performing vehicle searches at the gate in Heidelberg and the other one was for a health and welfare in Mannheim on a soldier's barracks room.
- I performed force protection and law enforcement duties for both of the communities as well.
- While stationed in Heidelberg as a Patrol/Explosive Detection Dog Team I deployed in support Operation Iraqi Freedom V where I was attached to the 4th Brigade Combat Team of the 2nd Infantry Division out of Ft. Lewis, Washington.
- While attached to the BCT I performed combat support operations for several Education Infantry and Field Artillery units assigned under the Brigade.
- As a Patrol/Explosive Detection Dog Team station in Heidelberg, Germany I supported the Secretary of Defense the Honorable Robert Gates in Bucharest, Romania at the NATO Summit which was held in 2008.
Military Working Dog Handler
United States Army
11.2005 - 11.2008
- I completed the Military Working Dog Handler's Course where I attended at Lackland AFB, Texas in San Antonio from August 2005-October 2005.
- I attended and completed Warrior Leaders Course in Grafenwohr, Germany from January 2008-February 2008 while stationed in Heidelberg.
- I also attended and completed Basic Noncommissioned Officer's Course Phase I in Mannheim, Germany in May 2008.
Military Police Officer
United States Army
06.2002 - 08.2005
- Issued warnings and citations for traffic violations.
- Investigated and reported crimes, accidents, offenses and damage to property.
- Booked suspects and processed mug shots and fingerprints.
- Apprehended suspects, read Miranda Rights and transported offenders to jail.
- Removed disabled vehicles and obstructions from roadways.
- Gathered necessary information for court appearances and testified as a witness under oath in court.
- Actively patrolled assigned areas to prevent and detect crimes.
- Secured crime scenes, gathered evidence and questioned witnesses.
- Apprehended offenders and conducted interviews and interrogations.
- Checked all vehicle equipment for proper functioning prior to use.
- Responded immediately to calls involving automobile accidents and criminal activity.
- While assigned to Ft. Riley, Kansas I performed law enforcement duties for the community of Ft. Riley patrolling and providing security for that area.
- For a short period I was assigned to the Community Police Section(Bike Patrol) where I established contact with the community members and addressed some of the issues they had as far as there neighborhood crime problems.
- After 9 months of providing law enforcement to the civilians and soldiers of Ft. Riley my unit the 977th MP Company deployed to Operation Iraqi Freedom.
Basic Trainee
United States Army
01.2002 - 05.2002
- Exemplifies integrity
- Self-defense expert
- Search and seizure procedures
- Traffic control
- Calm in emergency situations
- Domestic violence prevention
- Report writing
- Expert defensive tactics training
- Possesses physical stamina
- Emergency vehicle operations
- Trained in counterterrorism strategies
- Trained in cross-cultural communication
- First Aid certified
- ASVAB Score of 57
- Critical thinking
- Troubleshooting
- Trained in security
- Adept multi-tasker
- Weapons training
- Disaster preparedness
- Secret Security Clearance
- Firearm and explosives handling.
Education
Associate of Science - Cybersecurity/Information Technology
Pasco-Hernando State College
New Port Richey, FL12.2024
Associate of Science - General Studies
Barton County Community College
Fort Riley, KS2002
Emergency Medical Technician - undefined
Wallace Community College
Dothan, AL2001
Associate of Science - Criminal Justice
Georgia Military College
Valdosta, GA1999
High School Diploma -
Early County High School
Blakely, GA05.1997
Skills
- Critical thinking
- Troubleshooting
- Remote Support
- Hardware support
- Application support
- Data Backup and Recovery
- Service Desk Experience
- Ticketing system proficiency
- Operating systems knowledge
- Service Support
- Desktop support
- Software Installation
- Customer Service
- Technical Troubleshooting
- Hardware upgrades
- Microsoft Outlook
- Issue Troubleshooting
- Hardware diagnostics
Additional Information
- Awarded the Overseas Service Ribbon in 2008 for being stationed in Germany for three years.
- Awarded the Combat Action Ribbon in 2007 during my deployment to Iraq as a Military Working Dog Handler.
- Awarded the Navy Presidential Unit Citation for being assigned to the 1st Marine Division out of Camp Pendleton, California during Operation Iraqi Freedom while being deployed with my unit the 977th Military Police Company out of Fort Riley, Kansas.
- Awarded the Operation Iraqi Freedom medal (w/ four star clusters) for my three deployments to Iraq while I was Active Duty Army.
Timeline
IT Service Desk Analyst
IT Resources/Pasco County Sheriff's Office IT Dept
09.2023 - Current
Transportation Security Officer
Allied Universal
07.2022 - 09.2023
Marketing Specialist
4ward Marketing
04.2022 - 06.2022
Canine Handler-Guard Security Contractor
SOC LLC
05.2018 - 08.2021
CAP Team Associate
Wal-Mart Supercenter
10.2017 - 05.2018
Warehouse Associate
Hank's Fine Furniture
06.2017 - 09.2017
Security Forces Journeyman and MWD Handler
United States Air Force Reserve – Nellis Air Force Base
07.2014 - 06.2016
Security Forces Reservist
United States Air Force Reserve – March Air Reserve
08.2011 - 07.2014
Police Officer (Canine Handler)
Fort Irwin Police Department
09.2010 - 05.2017
Police Officer
United States Marine Corps Department of the Navy
08.2010 - 09.2010
Military Working Dog Handler
United States Army
11.2008 - 05.2010
Military Working Dog Handler
United States Army
11.2005 - 11.2008
Military Working Dog Handler
United States Army
11.2005 - 11.2008
Military Police Officer
United States Army
06.2002 - 08.2005
Basic Trainee
United States Army
01.2002 - 05.2002
Associate of Science - Cybersecurity/Information Technology
Pasco-Hernando State College
Associate of Science - General Studies
Barton County Community College
Emergency Medical Technician - undefined
Wallace Community College
Associate of Science - Criminal Justice
Georgia Military College
High School Diploma -
Early County High School
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