Jason Ficcone Email & Phone Number

Muskogee, Oklahoma, United States

• Managed server and networking equipment at Tulsa data center, troubleshooting and upgrading systems.• Built and maintained Windows Hyper-V failover clusters, ensuring high availability for critical services.• Developed technical documentation for all systems and processes to ensure smooth operations.

Muskogee, Oklahoma, United States

As a dedicated VoIP Phone System Technician, I bring a robust skill set in TCP/IP based PBX systems configuration and troubleshooting, coupled with expertise in OS maintenance, hardware repair, and software installation/configuration. My role is centered around delivering comprehensive support to clients, both on-site and remotely, ensuring seamless operations and optimal performance of their communication infrastructure.

Muskogee, Oklahoma, United States

Installed, configured, maintained, tested, and troubleshot IT systems to support various customers. Regularly set up and maintained computers, connected and managed cords, both under desks and in server closets.Managed the regular and repetitive unpacking, moving, and installation of IT equipment weighing up to 25 pounds (or greater with additional assistance). Frequently traversed the large VA site campus while transporting equipment to various office buildings.Engaged directly with customers on-site to diagnose and resolve customer-related hardware/software issues, utilizing the Service Now tool. Tracked and documented all system changes, problems, issues, and work tasks within Service Now.Provisioned newly procured endpoints, including desktops, laptops, printers, and mobile devices. Conducted imaging, desktop support, adds/moves, and changes. Installed OS patches, performed patch removal (if applicable), OS upgrades, and Commercially Available Off-the-Shelf (COTS) software.Provided user management account support, including situations where Elevated Privileges (EP) were required. Installed and configured software applications based on change order instructions.Utilized log data and system administration tools to diagnose system hardware and software problems, conducting repairs, re-configurations, or replacements of defective system components as indicated.Monitored and analyzed assigned systems to discover risks and inadequacies, providing recommendations for expansion, enhancement, or revision.Utilized Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, including Scripting, McAfee, and other VA standard tools.Conducted inventory functions, including managing pagers and turn-ins, performing media sanitization, disposal, and/or turn-in of equipment.Performed maintenance activities, including printer deployment/repair, software installations, EHRM prep, and tech refreshes.

Warner, Oklahoma

Provided technical support to customers addressing telephone, internet, and IPTV concerns by promptly responding to inquiries, collecting pertinent information, and effectively troubleshooting and resolving issues.Coordinated dispatch of technicians to offer on-site assistance as required, ensuring a comprehensive resolution of problems.Documented comprehensive trouble reports, including troubleshooting methods, customer interactions, and assigned priority levels for efficient tracking and resolution.Managed the daily workflow of service orders and trouble tickets, accurately assigning tasks to technicians and maintaining updated records upon successful completion.Scheduled and organized appointments with customers for both installation and repair services, ensuring efficient and timely service delivery.Collaborated with cross-functional departments to streamline the resolution process, effectively managing customer concerns and facilitating escalations when necessary.

Troy, Illinois, United States

• Performed package distribution, product sales, and customer support services.• Maintained pleasant and effective public relations with customers and vendors.• Kept up to date on current postal laws, regulations, and commonly used procedures.

Scott Afb, Illinois, United States

• Managed and maintained control over HQ AMC's $7.8M long-haul telecommunications circuit configuration, overseeing the entire process from conception to finalization, ensuring optimal functionality and cost-efficiency.• Supervised 857 Mobile Satellite Services, providing critical initial communications to fixed, mobile, and deployed AMC units, supporting their effective operations.• Acted as a liaison between 12 bases, 50 geographically separated units, DISA, and AFNIC regarding HQ AMC communication policies, promoting cohesive communication strategies and adherence to established protocols.• Coordinated and managed unit activities and status reporting pertaining to Air Force Network migration, upgrades, and legacy circuit removal, facilitating smooth transitions and enhancing the network infrastructure.

Aviano, Friuli-Venezia Giulia, Italy

• Provided leadership and supervision for a team of six Airmen, facilitating rapid deployment of tactical communication equipment crucial to supporting the squadron's global Command and Control (C2) mission.• Maintained, operated, and repaired unit type codes encompassing $3.7M in Theater Deployable Communication (TDC) assets, ensuring their functionality and readiness for mission-critical operations.• Adapted and modified equipment configurations to meet evolving mission requirements in both deployed and in-garrison environments, optimizing operational efficiency.• Recorded and maintained meticulous equipment maintenance and historical records using the Integrated Maintenance Data System, contributing to organized and comprehensive maintenance tracking.

Aviano, Friuli-Venezia Giulia, Italy

• Supervised a team of six members, overseeing deployment of tactical communications equipment packages, and delivering command, control, and communications support.• Operated and maintained unit type codes, managing a portfolio of $3.7M Theater Deployable Communications (TDC) assets to ensure optimal functionality and readiness.• Adapted system equipment configurations to align with evolving mission requirements in dynamic deployment environments, enhancing operational effectiveness.• Tracked and meticulously documented maintenance and equipment historical records using the Integrated Maintenance Data System, ensuring accurate and organized maintenance tracking.

Ankara, Turkey

• Managed and maintained the communications/IT infrastructure supporting the Technical Liaison Office (TLO) and the local US Embassy.• Conducted sustainment and upgrades of communications networks, including satellite communication equipment valued at $1.5M, ensuring optimal performance and reliability.• Offered comprehensive troubleshooting and system restoration capabilities, playing a critical role in supporting mission-critical operations and maintaining continuous functionality.• Ensured accurate interface and interoperability of all communications elements, encompassing integration with NATO assets, to facilitate seamless communication across diverse platforms.

Lackland Air Force Base, Texas, United States

• Provided valuable advisory support to work center supervisors and the Director of Maintenance concerning Air Force Communications Electronics maintenance standards.• Conducted thorough assessments of program efficiency and delivered detailed reports on the maintenance activity's health, supporting the management of a $3B asset portfolio within the directorate.• Implemented the Communications Standardization and Evaluation Program during personnel and managerial evaluations to detect and correct adverse trends, ensuring compliance with established standards.• Validated local work cards (LWC) to guarantee in-house repair actions aligned with specific requirements, contributing to effective maintenance procedures.• Investigated deficiency reports (DR) to identify root causes and proactively reduce the reoccurrence of improper maintenance practices, promoting continuous improvement.• Facilitated training and provided assistance to a team of 130+ military and civilian personnel in maintenance, enhancing their skills and capabilities.

Lackland Air Force Base, Texas, United States

• Conducted comprehensive inspections, operational tests, certifications, and repairs on cryptographic equipment valued at over $2B. This critical support directly benefited the Department of Defense and Foreign Military Sales.• Utilized advanced automated test equipment to troubleshoot and repair cryptographic equipment, ensuring optimal functionality and reliability.• Demonstrated expertise in diagnosing and isolating faults within malfunctioning equipment, subassemblies, and peripherals down to the component level.• Executed and meticulously documented equipment modifications in strict adherence to National Security Agency standards.• Accurately recorded man-hours using specialized electronic data collection methods, aligning with directorate mandates and contributing to efficient operations.• Collaborated in the analysis of existing processes, identifying areas for improvement and recommending enhancements to relevant management levels.• Applied and enforced appropriate safeguards to protect cryptographic assets, upholding security and confidentiality standards.

Ramstein Air Base, Rhineland-Palatinate, Germany

• Supervised and mentored one Airman, ensuring efficient operations within the team.• Held a pivotal role as the network administrator, overseeing and managing more than 21,000 Microsoft Exchange and Defense Message System (DMS) accounts. This responsibility was crucial in facilitating access to the $22M Kaiserslautern Enterprise Network, supporting HQ USAFE, 435th Air Base Wing (435 ABW), 86th Airlift Wing (86 AW), and over 100 associated units within the Kaiserslautern Military Community (KMC).• Maintained and administered the Ramstein Storage Area Network (SAN) site, while also administering the Exchange and DMS sites to ensure strict compliance with Air Force standards.• Conducted thorough analysis of server performance, identifying and implementing necessary network server hardware and software upgrades to enhance efficiency.• Managed server backups, public folder storage areas, and remote access configurations, guaranteeing data security and accessibility.• Provided exceptional customer support and offered technical solutions to a team of over 920 system administrators (SA), contributing to the seamless functionality of the network infrastructure.

Ramstein Air Base, Rhineland-Palatinate, Germany

• Managed maintenance and repair of critical Air Force Mission Support System, Constant Source Intelligence System, and deployable Theater Battle Management systems, collectively valued at over $2 million. These systems directly supported HQ USAFE and 86th Airlift Wing flying missions.• Offered expertise in addressing customer inquiries, delivering training, and effectively troubleshooting issues related to multi-user network systems.• Executed proficient installations and configurations of computer software and hardware, ensuring seamless integration and interoperability within the Department of Defense's communications-computer systems architecture.• Conducted maintenance and repairs for an extensive inventory of over 50,000 Automated Data Processing Equipment (ADPE) items, serving Ramstein Air Base, Sembach Annex, Germany, 32 geographically separated units, and the Kaiserslautern Military Community.

Davis-Monthan Afb, Arizona

• Inspected, diagnosed, and resolved issues with over 3,000 personal computers, storage devices, printers, and related peripherals, ensuring optimal functionality and performance.• Conducted hardware and software installations, including Microsoft Outlook, Word, PowerPoint, Excel, and Delrina Formflow, enhancing the productivity of base personnel.• Provided comprehensive training to base users on essential personal computer operations and familiarization, contributing to their digital proficiency.• Collaborated as an essential member of a four-person work center responsible for troubleshooting, repairing, configuring, and maintaining eight Air Force Mission Support Systems (AFMSS) and one Combat Information System supporting A-10 Thunderbolt mission planning.