Raymond J. Sedeno Jr.
TITAN Technologies
Kaneohe,USA
1
Language
1
Certification
21
years of professional experience
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Work History
Senior Help Desk
2 Years 4 Months- Install, monitor and maintain operational status of multiple classified and unclassified client-server systems.
- Created new user accounts in the system to ensure access for new employees. and account security modifications.
- Manage and tune in-house computer systems and network connections to ensure high levels of availability and security of the supported business applications
- Participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices and regulatory requirements
- Install, configure, monitor, administer and maintain servers, printers, scanners and applications.
- Manage communications and connection solutions, including workstation connectivity, and Internet applications
- Administer and maintain end user accounts, permissions, and access rights for new incoming Top Secret (TS) users.
- Analyze system, server, application, and network performance
- Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department management
- Support application development teams throughout project lifecycle
- Install patches and upgrades to server hardware, firmware, and/or software
- Assist in system integration testing, load, testing, stress testing, and user acceptance testing processes
- Assist with placing and escalating vendor service calls as a result of data communications outages
- Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
- Generate metrics, project status reports and operating status reports for management and team members
- Provide service desk and technical support to Top Secret (TS) users.
- Perform routine problem analysis and resolution design for systems and applications
- Support, communicate, reinforce and defend the mission, values and culture of the organization
- Work as part of a team with daily interface with customers.
- Maintain timely and accurate helpdesk records using the ticket management system
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Using the Video Teleconferencing Scheduler to schedule Secret or Top Secret VTC.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
SOCPAC SOJ2 Intel / Help Desk
5 Years 7 Months- Install, monitor and maintain operational status of multiple classified and unclassified client-server systems.
- New Account creation and account security modifications.
- Manage and tune in-house computer systems and network connections to ensure high levels of availability and security of the supported business applications
- Participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices and regulatory requirements
- Install, configure, monitor, administer and maintain servers, printers, scanners and applications.
- Manage communications and connection solutions, including workstation connectivity, and Internet applications
- Administer and maintain end user accounts, permissions, and access rights for new incoming Top Secret (TS) users.
- Analyze system, server, application, and network performance
- Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department management
- Support application development teams throughout project lifecycle
- Install patches and upgrades to server hardware, firmware, and/or software
- Assist in system integration testing, load, testing, stress testing, and user acceptance testing processes
- Assist with placing and escalating vendor service calls as a result of data communications outages
- Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
- Generate metrics, project status reports and operating status reports for management and team members
- Provide service desk and technical support to Top Secret (TS) users.
- Perform routine problem analysis and resolution design for systems and applications
- Support, communicate, reinforce and defend the mission, values and culture of the organization
- Work as part of a team with daily interface with customers.
- Maintain timely and accurate helpdesk records using the ticket management system
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Using the Video Teleconferencing Scheduler to schedule Secret or Top Secret VTC.
- Camp Smith, HI
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
SOCPAC Help Desk/JOC System Admin
1 Year 5 Months- Install, monitor and maintain operational status of multiple classified and unclassified client-server systems.
- New Account creation and account security modifications.
- Manage and tune in-house computer systems and network connections to ensure high levels of availability and security of the supported business applications
- Participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices and regulatory requirements
- Install, configure, monitor, administer and maintain servers, printers, scanners and applications.
- Manage communications and connection solutions, including workstation connectivity, and Internet applications
- Administer and maintain end user accounts, permissions, and access rights
- Analyze system, server, application, and network performance
- Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department management
- Support application development teams throughout project lifecycle
- Install patches and upgrades to server hardware, firmware, and/or software
- Assist in system integration testing, load, testing, stress testing, and user acceptance testing processes
- Assist with placing and escalating vendor service calls as a result of data communications outages
- Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
- Generate metrics, project status reports and operating status reports for management and team members
- Provide service desk and technical support to users
- Perform routine problem analysis and resolution design for systems and applications
- Support, communicate, reinforce and defend the mission, values and culture of the organization
- Work as part of a team with daily interface with customers.
- Maintain timely and accurate helpdesk records using the ticket management system
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Protect organization's value by preserving the confidentiality of information
- Camp Smith, HI
CRISSP/Cyber Jr.
1 Year- Provides technical/engineering support in system architecture, system design, integration and technical management
- Assist in providing technical inputs to various system engineering processes including PKI, two factor authentication, Security information and event management
- Contribute to and assist in preparation and presentation of systems assurance reviews
- Assist in developing and implementing installation plans.
- Contribute and support teams in developing application and technical plans
- Identifies requirements and deficiencies in hardware and software products.
- Reviews current systems and makes technical/process recommendations for improving efficiency.
- Assist in preparation and presentation of systems assurance reviews
- Stays up to date with relevant state-of-the-art technology, equipment, and/or systems.
- Evaluates new hardware and software technologies.
- Function collaboratively as part of a large 400+ person team in a fast-paced, customer oriented environment.
- Touched CISCO switches and routers on a daily basis.
- Made CAT 5 cables (Crossover and Straight Ethernet cords)
- ACAS components Nessus. With Nessus we scan the VA network looking for vulnerability in Desktop, Laptop as well as local network printers, If the Nessus scan picks up any vulnerability in any of those machines then we will go ahead and patch those machines up to baseline..
- VA Tripler Army Medical Center, HI
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
ESD Sr, Tier 2 Help desk/ Que Coordinator
10 Months- 2nd Tier Analyst Staff consist of personnel with greater (but still generalist) technical skills than the 1st Tier Analyst.
- Supports incident diagnosis and resolution without interference from telephone interruptions.
- Involved in planning, designing, developing and implementing Cis
- Maintains and updates work-arounds and proactive management of CIs in knowledge database resolves incidents.
- Provides technical communication to user regarding quick fixes , Attempts second level incident resolution.
- Use available resources to resolve incidents (people, tools and processes), engaging the next level of support as needed
- Provides knowledge and training to lower level support teams
- Ensures effective coordination of activities to restore service with a primary focus on escalations, prioritizations, routing and queue management.
- Ensures incidents are accurately transferred to the appropriate AoR and/or escalated to the appropriate functional group.
- Manages support staff performance of the IM process, creating and executing action plans when necessary to ensure continuous improvement.
- Create, change, and delete user accounts per request.
- Provide Tier II/other support per request from various constituencies. Investigate and troubleshoot issues.
- Add and deleted user in Active Directory (AD). Also add and moving user to different OU. From Staging OU to the correct OU .
- Also do Logical moves of the user data, taking user data from one place and moving the data on where it needs to go.
- Kaneohe Hi
- Developed and implemented process improvements, enhancing operational efficiency across multiple teams.
- Coordinated project timelines and resources to ensure successful completion of client initiatives.
Help Desk
10 Months- Added the user to a group policy in Active Directory (AD)
- Used Remedy ticket system, to view and troubleshoot
- User’s problems and then when problem is solved closed out ticket.
- Also set up Network printers and the Ricoh Scans on the user’s computers.
- Remote into users’ Desktop or Laptop using SCCM client to solve problems., And also push software, security patches, configurations, and updates to individual machines or groups of machines.
- Troubleshoot HP printers, Dell printer and Xerox scanner’s
- Train incoming Help Desk techs on the proper procedure on how to handle incoming Remedy tickets.
- Worked in the Server room taking out old servers and installing new servers to the rack… As well running CAT 5 cable under the server room floors to the correct servers and switches.
- Resolving customer related software/hardware problems in accordance with established policies and procedures.
- Diagnosing and/or resolving problems in response to trouble tickets submitted by the customer
- Configuring devices and software applications following established policies and procedures.
- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
- Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
- Manages internal Department IT moves and installations of IT equipment to assure adequate coordination of IT technical support.
- Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
- Install, configure, test, servers, desktop and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
- Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
- Honolulu Hi
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates.
- Improved user satisfaction by resolving numerous help desk tickets in a timely manner.
JR Help Desk
1 Year 10 Months- Migrated desktops and laptops from Windows XP to Windows 7.
- Added the user to a group policy in Active Directory (AD).
- Migrated the user’s data from there computer onto the main server.
- Reimaged the computer from XP to Win7
- Used Remedy ticket system, to view and troubleshoot
- User’s problems and then when problem is solved closed out ticket.
- Also set up Network printers and the Ricoh Scans on the user’s computers.
- Troubleshoot HP printers, Dell printer and Xerox scanner’s
- Honolulu, HI
Affiliate Support Service Rep
11 Months- Identify, diagnose, and resolves Level One problems for users on personal computer software and hardware as well as Mac and Mac mail program
- Provides one-on-one end-user problem resolution over the phone.
- Sets up, and assists in the configuration of DSL modems.
- Diagnoses and resolves end-user , e-mail, Internet connection, dial-up, and wireless network issues
- Interpreted and validated technical issues, test solutions
- Answered customers’ questions about DSL modems, and internet availability
- Experience in People Soft application used to identify customers information to resolve problems or ticket the problem for Level II to resolvecu
- Experience in People Soft application used to identify customers information to resolve problems or ticket the problem for Level II to resolvecu
- Honolulu, HI
- Reason for leaving: Contracted position through a temporary staffing agency
- (Gaps in employment: Seeking a full time position within the IT industry. Held one year role as a Chef for Macy’s Winward, Gazebo)
Customer Service Representative/Call Center
5 Months- Responsibilities include working in the Call Center taking incoming calls from members who have concerns about their Medicare and Medicaid insurance.
- Answering questions regarding their health plan, such as what kind of medical and dental coverage they have and what type of drug coverage their plan offers.
- Honolulu, HI
- Reason for leaving: Did not want to be in a call center environment, position was not the right fit for me.
Customer Service Sales Representative/Call Center
1 Year 4 Months- Pacific Light Net is a Hawaiian ISP (Internet Service Provider) provider, worked in the ISP Call Center and was responsible for Level One Troubleshooting Support for Pacific Light Net clients / customers.
- Duties included troubleshooting DSL, Dial-Up and Wireless connections problems also troubleshooting e-mail problems due to disconnections
- Support and provide service to customers via phones, e-mails
- Honolulu, HI
- Reason for leaving: Position was eliminated due to the economy (complete downsize in staff)
Computer Technician
2 Months- Responsible for preparing systems for deployment and scan existing systems asset for applications and settings.
- Also performed Inventory (Asset Management) on the NEW incoming computers.
Technical Assistant
8 Months- Responsibilities include conducting the Computer Lab
- Assisting students with various disabilities and the homeless on basic computer skills
- Inventory of accessories used to aid the disabled, inventory and refurbishing donated computers to recycle to other with various disabilities
- Honolulu, HI
- Reason for leaving: Lack of funding, position was eliminated
Technical Support (Consultant)
4 Months- Responsible for the Computer deployment
- Installing new NMCI computers and migrated all necessary data and software.
- Kaneohe Marine Corps Airbase
Technical Support / Help Desk (Consultant)
2 Months- Responsible for NEW Computer deployment
- Migrated all there software that the doctors needed.
- Tripler Army Medical Center
IT Technician
1 Month- Was responsible for troubleshooting donated computers, fixing the problem, wiping and reloading programs for student use.
- Performed all of the Computer Repair for the school.
- Internship
Education
CompTIA Sec+ - Computer System Level 1-Admin Course
High School Diploma
Skills
Windows 11
CISCO Video Teleconferencing (VTC)
Information Assurance (IA)
TCP/IP
DHCP
LAN / WAN
DNS
VOIP (NIPR & SIPR)
System Center Configuration Manager (SCCM)
Adobe Acrobat Pro
Active Directory
Microsoft Office 365
Microsoft Teams
Remedy Ticket System
CISCO JABBER
CISCO AnyConnect
ARS Tool (Account Creation)
Microsoft Mail Exchange (ECP)
Friendly
positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Multitasking Abilities
Attention to detail
Time management
Dependable and responsible
Computer skills
Calm under pressure
Critical thinking
Accomplishments
- Resolved product issue through consumer testing.
Certification
- Applied Computer Training and Technology, Inc. Aiea, HI System Level I – Administrator Course2004
- Cleared for Top Secret\SCI information and granted access to Sensitive Compartmented Information based on Single Scope Background Investigation completed on 3-24-2015, Cleared for TS/SCI adjudicated on 03-30-2017.
- CompTIA Security+ CE
- Comp TIA Network+ CE
- Comp TIA A+ CE
Languages
English
Full Professional
Timeline
Senior Help Desk
TITAN Technologies
03.2024 - 07.2026Read More
SOCPAC SOJ2 Intel / Help Desk
JACOBS Technology
08.2018 - 03.2024Read More
SOCPAC Help Desk/JOC System Admin
DRS Technology
03.2017 - 08.2018Read More
CRISSP/Cyber Jr.
ASM Research
02.2016 - 02.2017Read More
ESD Sr, Tier 2 Help desk/ Que Coordinator
Apex Systems
04.2015 - 02.2016Read More
Help Desk
22nd Century Technology
06.2014 - 04.2015Read More
JR Help Desk
Ke’aki Technology
08.2012 - 06.2014Read More
Affiliate Support Service Rep
Hawaiian Telcom
05.2011 - 04.2012Read More
Customer Service Representative/Call Center
Medical Date Exchange
05.2009 - 10.2009Read More
Customer Service Sales Representative/Call Center
Pacific Light Net
06.2007 - 10.2008Read More
Computer Technician
Bishop and Company
10.2006 - 12.2006Read More
Technical Assistant
Assistive Technology Resource Center
02.2006 - 10.2006Read More
Technical Support (Consultant)
NMCI
09.2005 - 01.2006Read More
Technical Support / Help Desk (Consultant)
TAMC
06.2005 - 08.2005Read More
IT Technician
Kahaluu Elementary
05.2005 - 06.2005Read More
Applied Computer Training And Technology, Inc.
CompTIA Sec+ from Computer System Level 1-Admin Course
Read More
Nanakuli High School
High School Diploma
Read More