Shayne A. Pedro

Objectives

Seeking a position as an Information Technology (IT) Help Desk Technician

Summary of qualifications

3 years 11 months of experience in the U.S. Army working in telecommunications Granted a Secret clearance by the U.S. Government. Valid until 2019 Lived and worked in culturally diverse environments in Germany and Afghanistan Over 5 years of experience working in the Information Technology, including U.S Army. A+ Certified since July 2013

Employment Experience

I.T. Help Desk/ Desktop Technician – Salt Lake Community College, Taylorsville, Utah Taylorsville Campus, Hybrid Technician, December 2014- to Current.

Received inbound calls from clients, verified the issue, and used 2012 R2 Configuration Manager Remote Control to fix some of the client’s issues.

Installed, and troubleshoot Cisco receiver for Virtual Desktop application and VPN. Installed and Managed Microsoft Activation key (MAK) Office 365 installations that are provided by Salt Lake

Community College Followed schools Computer use Policies, and verified Personal Identifiable Information of Faculty and Students. While provided assistance, created tickets in Service-Now and maintain accurate log of work within the ticket.

Information Technology Service Technician (Tier 2) - Woodbury Tech Inc. Clearfield, Utah Dugway Proving Grounds, NEC Contractor, September 2013- November 2014.

Contacted the Client, verified the issue, and used Dameware 9x Remote software to fix the Clients issues. Installed, and troubleshoot Cisco AnyConnect VPN software for Client. Update MS Windows Office Pro Professional 2007 to MS Windows 2010 and/or 2013 with NEC enterprise

Microsoft Activation Key (MAK). Understood Information Assurance (IA) rules and regulations, while followed and enforce policies. Installed IAVA patches remotely, for mission required update. Provided assistance to resolve Remedy Tickets, and maintain accurate log of work within the ticket.

Tier 2 Inbound Technical Support Agent- Alorica, Salt Lake City, Utah

Best Buy / Geek Squad Project- May 2013- August 2013.

Remote client computer and assets the situation knowing when to escalate up. Excellent verbal and written communication and interpersonal skills.

Tier 2 Inbound Technical Support Agent, Teleperformace, Salt Lake City, Utah

Verizon-Fios Project- Feb 2013- May 2013.

Assessing needs of the client in a timely manner and instruct how to correct technical problem. Resolve issues and complex problems with provided hardware and software programs.

Satellite Communications Systems Operator, U.S. Army, Schweinfurt, Germany

B Co. 44th Expeditionary Signal Battalion- Apr2011 –Jan 2013.

Supervised a 4 person team in a tactical environment and provided technical assistance to subordinates on the operation and maintenance of tactical satellite communication systems.

Performed alignment, control functions, and direct support maintenance on assigned communications equipment to include the AN/TSC167-F (STT), AN/TSC156-A/D (Phoenix), and the AN/TTC59 (JNN).

Ensured backup equipment spares, and repair parts are available to sustain system operations. Compiled system and network statistics for daily reports Created, Maintain, and Troubleshoot a Battlefield Video Teleconference (BVT) in VPN Responsible and accountable for all of the equipment assigned to the AN/TSC-167F valued at $2,500,000

Satellite Communications Systems Operator, U.S. Army, Camp Marmal, Afghanistan

B Co. 44th Expeditionary Signal Battalion- Apr2010 –Apr 2011.

Installed, configured, operated, aligned, conducted performance tests, and performed unit and direct support maintenance on tactical satellite communications equipment and associated devices.

Installed, Managed and Troubleshoot Cisco VoIP DSN Telephones over Call Manager. Maintain event logs and practice Information Security daily. Compiled system and network statistics for daily reports to numerous sources. Provided Tier 1, 2, and 3 Help Desk support to 250 Users in a timely manner. Basic knowledge of account creation and management in Active Directory

Satellite Communications Systems Operator, U.S. Army, Schweinfurt, Germany

B Co. 44th Expeditionary Signal Battalion-Feb 2010- Apr 2010

Performed alignment, control functions, and direct support maintenance on assigned communications equipment to include the AN/TSC167-F (STT).

Installed, configured, operated, aligned, conducted performance tests on AN/TSC167-F (STT) Operated and performed regular maintenance on assigned communications equipment, and power generators.

Education

Salt Lake Community College, Salt lake City, UT : January 2015 - Current Tooele Applied Technical College, Tooele, UT : May 2013- Aug 2013 Southern Utah University, Cedar City, UT : Aug 2007- May 2008 Tooele High School Diploma, Tooele, UT : Aug 2003- May 2007

Relevant Training Phone, Data, and Video Troubleshoot Training- Teleperformace, Salt Lake City : Mar 2013 SIPR/NIPR Access Point (SNAP) Operators Course– Hohenfels, Germany : Oct 2011 Joint Network Node (JNN) Operators Course- Schweinfurt, Germany : July 2011 Battlefield Video Teleconferencing (BVT) Course- Schweinfurt, Germany : Mar 2011 Satellite Communications Course- Fort Gordon, GA. : May 2009-Feb 2010