Dawn Summers Email & Phone Number

Shaw Air Force Base, South Carolina, United States

Fort Jackson, Sc

Support the United States Army Training Center and Fort Jackson by providing technical support to customers 24 hours, 7 days a week who need advice, assistance, and training in applying hardware (HW) and software (SW) support. Perform functions for the collection of data to meet reporting requirements; creates, modifies, and deletes email accounts and tables; and plans the delivery of customer support services including installation, configuration, troubleshooting, imaging and training. Develops and maintains problem tracking and resolution via automated databases; installs, configures and troubleshoots HW/SW issues; and manages customer service performance indicators and trends via the IT metrics and customer reporting tools as applicable. Develop customer support policies, procedures and business standards; ensures the rigorous application of information security/information assurance (IA) policies, principles and practices in the delivery of customer support services; and responds to users' request for assistance in a timely manner. Participated in the Fort Jackson NETMOD-C installation project to upgrade approximately 900 new network switches; increased the network availability, speed and capacity resulting in better network performance for the end users.

Shaw Afb, South Carolina

Served as Client Systems Administrator (CSA); plan and organize the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems for US Air Force Central Command (USAFCENT) Financial Management office. Managed service desk tickets within AFCENT and 20th communications to ensure all IT and telephone issues were completed in a timely fashion. Assisted with classroom preparation and setup briefing needs of AFCENT FM personnel who performed quarterly training sessions for deploying Airmen heading to downrange areas of responsibility (AOR). Maintained data and file management system to update and keep records according to Financial Management (FM) Regulation DoD 7000.14-R. Troubleshot several financial and data management systems with FM Network and System Administration teams at various locations such as Defense MilPay Office (DMO) at Ellsworth AFB, SD, Defense Information Systems Agency (DISA) at Mechanicsburg, PA and Defense Finance and Accounting Service (DFAS) at Indianapolis, IN. Coordinated with AFCENT A6 VTC personnel, base civilian engineers, AFCENT FM leadership and local vendors to prepare and complete VTC installation project. Performed the duty as the AFCENT FM Information Assurance Officer and ensured that AFCENT FM is compliant with all IA policies and procedures. Primary IT Equipment Custodian, conduct quarterly inventory of all AFCENT FM IT equipment assets. PKI Trusted Agent responsible for the training, issuance and setup of AFCENT FM SIPR PKI cards.

Raf Feltwell, United Kingdom

Provided IT assistance regarding concerns and issues for Isles District Superintendents Office (IDSO), included 15 schools in four different countries, containing about 5,200 students and approximately 750 staff members. Established a positive working relationship with IDSO staff, school Administrators, DoDDS-E IT personnel, Contractors, IT Vendors and School Bargaining Unions, forming an open line of communication on suggested IT concepts, methods and awareness of any District projects affecting or requiring IT Support. Isles District Contracting Officer Representative (COR) for 15 IT contractors, which create the Isles Technology Support Technician (TST) team; responsible for managing projects assigned by DoDDS-E IT. Ensured 95% of customer support requests were responded to by TSTs within two business days to meet contract Service Level Agreement (SLA). Performed data collection and reporting in reference to ongoing IT initiatives such as 1 student to 1 laptop program, equipment requirements, IT lifecycle replacement plan, LAN upgrades, and Wireless Access Point installations. Monitored help desk systems (CA Unicenter Service Desk and Altiris) to open, track, document actions, escalate and resolve all customer service requests. Installed/uninstalled, connected, configured, upgraded, troubleshot, tested, diagnosed and repaired wired and wireless desktop and laptop computer systems, as well as peripherals, to include moving equipment within and between assigned locations; coordinated hardware warranty support that may lead to defective parts being replaced or new parts installed. Utilized network data performance tools to identify causes for network latency and failures. Provided computer and server hard drive sanitizing services in accordance with Department of Defense guidelines, policies and agency instructions.

Spangdahlem Ab, Germany

Established and operated secure and non-secure, data and voice networking communications center for worldwide deployment locations, install software and infrastructure needs; supported communications network which protected the airspace around the President of the United States. Responded daily to trouble calls and console messages, isolated faults and determine causes recovering systems from malfunctions due to hardware and software failures; prevented weekly an average of 150 hours of downtime and provided over 200 users with reliable network communications. Ensured compliance with system software, time compliance network orders and anti-virus protection updates; critical in securing the network from malicious code and hackers. Inventoried and maintained over 280 Communication Security (COMSEC) and controlled cryptographic items (CCI); enrolled over 200 users into cryptographic access program; provided users the capability to encrypt controlled cryptographic items. Reviewed and prioritized end-of-year budget requests to insure maximum utilization of fallout funds; provided equipment upgrades to over $200K worth of assets not meeting minimum Air Force standards Provides first line of problem resolution and user point of contact for networking problems.

Aviano Ab, Italy

Aviano AB, Italy 2003 ~ 2005 Communications Computer Systems Operator Maintained 200 computer systems, included hardware repair and software troubleshooting; head client system administrator (CSA) for over 175 personnel. Researched, sourced, and acquisitioned automated data processing equipment worth over $700,000 worth of networking, computers and peripherals; enhanced network capabilities by providing the latest technology to customers. Loaded and operated Windows Server 2003, Microsoft Exchange Server 2003 and created Active Directory network logon identifications and user/organizational e-mail accounts; educated customers on proper network procedures. Engineered and installed classified/unclassified local area networks throughout 30,000 square foot building; secured classified network through Protected Detection System (PDS) and software. Implemented Biometrics system using finger and hand print recognition for entry to unclassified and classified processing areas; verified access to 175 authorized employees. Managed scheduling, maintaining and monitoring of multi-service, multi-security level video teleconferencing center (VTC) suite; provided leadership the means to have face-to-face meetings without the expensive costs.

Bs, Security Management

Associate Of Science (As), Information Technology