MICKEY SAETERN
Sacramento,CA
Summary
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
8
8
years of professional experience
1
1
Certification
Work History
Customer Technical Specialist
Peraton
01.2023 - Current
- Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs
- Performed Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems
- Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements
- Provides expert and second-tier technical support for the installation and repair of complex systems and outages
- Reviews system and configurations to ensure successful implementation of services into production
- Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair
- Assist in developing continuous process improvement for support tools, troubleshooting techniques
- Determined the effectiveness of known solutions for the reported problem and apply these solutions as required
- Determined severity and complexity of a reported issue and if necessary, escalate to the appropriate specialist
- Determined the troubleshooting workflow and organize support priorities
- Determined severity and complexity of a reported issue and escalate to the appropriate specialist.
IT Specialist
CACI
07.2022 - 01.2023
- Provides Level-2/3 support and troubleshooting to resolve network and computer issues for TSA at Sacramento/Redding/Arcata
- Evaluates and reports on new network technologies to enhance capabilities of the network
- Worked with vendors and other IT personnel for problem resolution
- Worked within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked independently with general supervision
- Provide project/implementation updates to the client and executive leadership team
Cyber Watch Officer / Information Management Officer
USFK JCC
06.2021 - 06.2022
- Managed organization Information Systems across 3 networks
- Troubleshoot and resolved any IT issues for Joint Cyberspace Center
- Handled administrative requirements, maintained records and submitted operational reports.
- Provided Real time cyber related incidents to United States Forces Korea Commander
- Responsible for planning, coordination, and execution of all IT support requirements within JCC
- Provided Video Teleconferencing (VTC) Support to include install and troubleshooting
- Maintained Government funded and controlled Wireless/Cellular Management for VIP users
- Coordinated activities of subordinate personnel to support mission success.
USFK JCC Administrative NCO and Lead System Administrator
Essential, Camp Humphreys
01.2019 - 01.2021
- Performed as the USFK JCC Security Manager, processed and monitored over 25 members security clearance
- Assisted customers in configuring and troubleshooting LAN platforms, Video Teleconference (VTC) and Voice over Internet Protocol (VoIP) devices
- Constantly interacted with senior military leaders, government customers and contractors for scheduling, training outline and execution of training objectives.
- Performed as the Operations NCO; supervises the day-to-day support activities of the division and directly responsible for the development and content of support operations for the Joint Cyberspace Center (JCC)
- Report detailed summation of outstanding trouble tickets to include: the number of outstanding tickets, their statuses and overall impact if not corrected
- Serves as facility manager, Security Manager, responsible for the preparation, submission, and tracking, of division awards, efficiency reports, and routine staff actions prepared/required by the JCC staff
- Performed the following additional duties: Building Manager and Custodian, Transportation Coordinator, Individual Training, GPC/IMPAC card holder, Security Manager/ Physical Security Officer, NEO Warden, Supply Sargent, Unit Ration Card Holder, USFK JCC Records Management, Fire Marshal and Key Control.
Information Assurance / System Administrator
Naval Computer and Telecommunication Systems Command
01.2018 - 01.2019
- Maintained patching, backup and upgrading of CND-OSE (HBSS) servers
- Worked with users to determine areas of technology in need of improved usability.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Provided telephonic and remote Information Technology support in maintaining Secure Voice and Data systems and devices for Fifth Fleet customers concerning Tier I, II, and network level support services on unclassified and classified systems
- Contributed to development, administration and testing of disaster recovery plans.
- Mentored employees and offered constructive feedback for performance improvement.
- Provided training and standard operating procedures (SOPs) for continuity in high turnover location.
System Administrator
USS Gladiator, MCM
01.2016 - 01.2018
- Managed overall Integrated Shipboard Network System
- Conducted daily server maintenance (Backups/Logs/Updates)
- Conducted weekly and monthly maintenance on Cisco Alcatel Switch / Cisco Routers
- Resolved technical problems and answered queries by telephone in support of customer computer hardware, software (Windows and Linux), network, simulated training
- Troubleshot, operated, installed, disassembled and repaired Networked Computer Systems, Subsystems, Firewalls and Routers, Power Supplies, Switches, KVMs, Projectors and Rack Server Components.
- Provisioned new software and hardware for use, following established security policies.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Served as subject matter expert on proposed technology purchases.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
Education
High School Diploma -
Visions in Education
Carmichael, CA01.2013
Skills
- Computer System Diagnostics Software
- Microsoft Certification
- Wide Area Network (WAN)
- Procurement Coordination
- Network Infrastructure Support
- Microsoft Windows and Office
- Customer Communication and Empathy
- Diagnosing Problems
- Support End-Users
- Troubleshooting Network Issues
Certification
CompTIA Security +
Timeline
Customer Technical Specialist
Peraton
01.2023 - Current
IT Specialist
CACI
07.2022 - 01.2023
Cyber Watch Officer / Information Management Officer
USFK JCC
06.2021 - 06.2022
USFK JCC Administrative NCO and Lead System Administrator
Essential, Camp Humphreys
01.2019 - 01.2021
Information Assurance / System Administrator
Naval Computer and Telecommunication Systems Command
01.2018 - 01.2019
System Administrator
USS Gladiator, MCM
01.2016 - 01.2018
High School Diploma -
Visions in Education