Summary
Clearance
Overview
Work History
Education
Skills
Certification
Timeline
Clearance
Generic

Richard Y. Matsushima

Aurora,CO

Summary

Professional Technician possessing strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing support to users and developing and implementing technical solutions. Adept at analyzing team performance and encouraging success.

Clearance

  • Current TS/SCI clearance gained June 2018 through Air Force active duty.
  • Active Secret clearance gained July 2020 through SAIC employment.

Overview

7
7
years of professional experience
4
4
Certificate

Work History

Cloud Support Engineer

SAIC
11.2023 - Current
  • Reduced downtime for clients by proactively monitoring and troubleshooting cloud-based issues.
  • Collaborated with cross-functional teams to design, develop, and implement solutions for cloud services.
  • Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
  • Participated in after-hours on-call support rotations, ensuring round-the-clock availability for critical incidents resolution.

Team Lead | Business Process Engineer

SAIC
10.2022 - 11.2023
  • Directed and supervised team of 12, engaging in fundamental growth and technical development.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Built strong relationships with customers and team through positive attitude and actionable review.
  • Reviewed, implemented and updated company procedures related to team productivity.
  • Collaborated with other departments to facilitate successful project completion.

Field Service Technician | Site Support I - IV

SAIC
06.2020 - 10.2022
    • Resolution team for on-site and off-site repair, maintenance and test tasks for 100+ customers
    • Maintained flexible schedule and responded to after-hours and weekend emergencies.
    • Provided technical support to troubleshoot, repair and maintain operational efficiency in DoD environment
    • Installed and repaired equipment and explained operational and routine maintenance protocols to customers.
    • Proven successful when working within tight deadlines and fast-paced atmosphere.
    • Determined scope of impact to customer and escalated issue accordingly.
    • Respond to 10-20 calls per day to address customer inquiries and concerns

Cyber System Operator

Air Force
12.2016 - 04.2020
  • Facilitated smooth network operations for 117 customers across 7 locations for $2 billion network
  • Participated in meetings to develop training opportunities and procedural improvements for 24 technicians
  • Coordinated 2 annual encryptions of KIV-7M, resulting in continued secured connection for 7 Air Force bases
  • Performed monthly trend analysis of daily operations, eliminating procedural discrepancies and improving efficiency by 2 man hours daily
  • Ensured continuity of computer and telephone system services for users through technical expertise, assistance and project coordination
  • Managed and secured 150 classified pieces of equipment, passing inspections with satisfying results

Education

Associate of Science - Computer Science

Keesler AFB
Biloxi, MS

High School Diploma -

Upland High School
Upland, CA

Skills

  • Active Directory
  • Adobe
  • AWS
  • Azure
  • Comsec
  • GCP
  • Hardware Configuration
  • Imaging
  • Interactive Desktop
  • Jenkins
  • Microsoft Office Suite
  • Oracle
  • Powershell
  • Project Management
  • Quality Assurance
  • Slack
  • Self-Starter
  • ServiceNow
  • TSCA

Certification

  • CompTIA Security+
  • ITIL v4 Foundation
  • HP Commercial Desktops, Workstations and Notebooks Service Qualification (5.0/2020)
  • Dell Client Course 2019
  • Dell Enterprise Course


Timeline

Cloud Support Engineer

SAIC
11.2023 - Current

Team Lead | Business Process Engineer

SAIC
10.2022 - 11.2023

Field Service Technician | Site Support I - IV

SAIC
06.2020 - 10.2022

Cyber System Operator

Air Force
12.2016 - 04.2020

Associate of Science - Computer Science

Keesler AFB

High School Diploma -

Upland High School

Clearance

  • Current TS/SCI clearance gained January 2021 through SAIC employment.
  • Active Secret clearance gained July 2020 through SAIC employment.

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Richard Y. Matsushima